Integration overview

The CIC (Customer Interaction Center^®) Integration with SAP CRM integrates the functionality of Interaction Desktop and Interaction Connect with the SAP IC Web Client using a combination of APIs, web tools, and remoting. The SAP agent performs all typical phone and web chat operations without leaving the SAP IC Web Client.

The interaction details from CIC display in the toolbar within the SAP IC Web Client. When the agent clicks a function button in the toolbar, SOAP messages pass commands pass to CIC.

Note: See the FAQ section on Genesys’s product website for more details.