What is telephony in SAP CRM-IC - Interaction Center WebClient?

SAP Term: telephony

• Component: CRM-IC

• Component Name: Interaction Center WebClient

• Description: The science of usually two-way communication via radio waves or wires. Replaced in the industry by the term "telecommunications", this term was brought back by the computer industry to describe the integration of telecommunications into the PC workstation.

Smart SAP Assistant

• Key Concepts: 
  Telephony is a feature of the CRM-IC Interaction Center WebClient that allows users to make and receive phone calls directly from their computer. It is an integrated solution that combines voice, data, and multimedia communication into one platform. It enables users to access customer information, manage customer interactions, and collaborate with colleagues in real-time. 
  
  How to use it: 
  To use telephony, users must first install the CRM-IC Interaction Center WebClient on their computer. Once installed, users can access the telephony feature by clicking on the “Telephony” tab in the main menu. From there, they can make and receive calls, view customer information, and collaborate with colleagues. 
  
  Tips & Tricks: 
  When using telephony, it is important to remember to always be professional and courteous when speaking with customers. Additionally, it is important to ensure that all customer information is kept secure and confidential. 
  
  Related Information: 
  For more information about telephony and the CRM-IC Interaction Center WebClient, please visit the SAP website at https://www.sap.com/products/crm-ic-interaction-center-webclient.html.