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Chat Functionality in Interaction Center

Former Member
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Hi Experts,

I need your help & assistance please.

Our client is interested to integrate Chat functionality in their SAP CRM Interaction Center (CRM 7.0 EHP3). They need this functionality only to interact with their own employees and not to outsiders.

    

Is it possible to provide such an integration with their existing Microsoft communicator? If yes, please share the details of your earlier experience.

    

We are not immediately considering CTI integration. I found that chat functionality is part of ICI (Integrated Communication Interface). Is it the same as CTI? Do we need any other tools for this integration?

    

Thanking you

- Sai Srinivas Ivaturi

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Answers (1)

Answers (1)

former_member191572
Contributor
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Hi,

Chat functionality can be enabled through BCM or CTI integration.i hope that is not possible using the Microsoft communicator