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Integrating a call center to SAP CRM 4.0: What are my connection choices?

EXPERT RESPONSE FROM: Srinivasa Katta

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QUESTION POSED ON: 19 May 2008
When implementing a multi channel customer service center (phone, email, fax, chat etc) and integrating it to SAP CRM 4.0 WinClient, what are my connection choices? Do I only have the SAP Multi Channel Interface Server option or can I use the SAPphone Server? If there are different possibilities, what are the main decision criteria?

EXPERT RESPONSE
SAPphone Server is a telephony gateway between SAP CRM system and CTI (Computer Telephony Integration) system SAP provides multi channel interface with Genesys, Nortel, Aspect, Cisco etc. The answer depends on the type of switch that is proposed to use.

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