Advantages and additional features of CRM CIC over ISU Interaction centre

[Former Member]

Hi ,

Could any one explain some of the advantages and additional features CRM CIC is having where ISU Interaction centre is not having .

Thanks & Regards,

Rahul D

[Former Member · Accepted solution]

These are the scenarios we can implement in CRM CIC to ISU.

http://help.sap.com/saphelp_crm60/helpdata/en/8c/d69c3f8c9944d589b0de6c2d7e7c0e/frameset.htm

Regards,

Shiva Kumar

[Former Member]

IS CIC is a basic interaction center,

CRM IC is a web based interaction cenetr

IS CIC work as win client process, 7 slot frame work kind, where you cant Modify the layout,and CRM web is BSP based which u can configure what ever the way client need

IS CIC works on SAP GUI, CRM IC works on BSP technology

IS CIC has got performance scaling issues, where as CRM IS the most best one in comparision of performance.

Additional functionalities like interactive scripting and IVR ,alert Modler ,etc, are not available in IS CIC.

Regards

Sree

[Former Member]

hi

i would like to add some thing which would be useful .crm interaction centers help in css which is the customer self service concept but is u cic doesnot have that option

kr

raj

[Former Member]

CRM IC generates service ticket, which need to be configured in ISU CCS

Regards

Sree

[kevin_dewilde]

One other point:

The ISU CIC is being phased out and is not further developed.

The CRM CIC is actively being improved and is positioned as the "Way Forward".