What is generic interaction layer in SAP CRM-IC - Interaction Center WebClient?

SAP Term: generic interaction layer

• Component: CRM-IC

• Component Name: Interaction Center WebClient

• Description: A unifying interface between a client and integrated applications. A client user interface can use the generic interaction layer to access all Application Programming Interfaces APIs of the linked applications without recognizing the details of the different APIs or the underlying data structures. This means the client does not have to be programmed for interaction with each individual application that it accesses, instead it only needs to be programmed for the generic interaction layer application. If new integrated applications are added, or existing applications deleted, it is no longer necessary to update the client.

Smart SAP Assistant

• Key Concepts: 
  The Generic Interaction Layer (GIL) is a component of the SAP CRM-IC Interaction Center WebClient. It is a framework that provides a unified interface for different communication channels, such as voice, chat, and email. It enables users to access customer data and manage customer interactions from a single platform. 
  
  How to use it: 
  The GIL allows users to access customer data from multiple sources, such as SAP CRM, SAP ERP, and other external systems. It also provides a unified interface for different communication channels, such as voice, chat, and email. This allows users to manage customer interactions from a single platform. 
  
  Tips & Tricks: 
  The GIL can be used to create custom workflows for customer interactions. This allows users to automate processes and streamline customer service operations. Additionally, the GIL can be used to integrate with other systems, such as SAP ERP and external systems. 
  
  Related Information: 
  The GIL is part of the SAP CRM-IC Interaction Center WebClient. It is also related to other components of the SAP CRM-IC suite, such as the Interaction Center Framework and the Interaction Center Business Client. Additionally, the GIL can be used in conjunction with other SAP products, such as SAP ERP and SAP HANA.