What is communication process in SAP CRM-IC - Interaction Center WebClient?

SAP Term: communication process

• Component: CRM-IC

• Component Name: Interaction Center WebClient

• Description: An optional process between an interaction center agent and a business partner involving telephony, fax, letter, e-mail, or chat. Multiple communication processes can occur in parallel during a single customer interaction. &Example& An agent sends an e-mail to the communication partner during a phone call with this partner.

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• Key Concepts: 
  Communication process is a feature of the CRM-IC Interaction Center WebClient that allows users to create and manage communication processes. It enables users to define and manage communication processes, such as customer service, sales, marketing, and other customer-facing activities. It also provides a platform for users to monitor and analyze the performance of their communication processes. 
  
  How to use it: 
  The Communication Process feature of the CRM-IC Interaction Center WebClient allows users to create and manage communication processes. Users can define the steps in the process, assign tasks to different users, and set up notifications for when tasks are completed. They can also monitor the performance of their communication processes by tracking key performance indicators (KPIs) such as response time, customer satisfaction, and cost savings. 
  
  Tips & Tricks: 
  When creating a communication process, it is important to consider the customer’s needs and preferences. This will help ensure that the process is tailored to their specific needs and will result in better customer service. Additionally, it is important to keep track of KPIs in order to measure the success of the process. 
  
  Related Information: 
  The CRM-IC Interaction Center WebClient also provides features such as customer segmentation, analytics, and reporting that can be used in conjunction with communication processes. Additionally, there are a variety of third-party tools available that can be used to further enhance communication processes.