Can SMC be integrated with another call center system?

[former_member654580]

Hello Experts

I have a doubt:

Can SAP MKT be integrated with a provider or system other than C4C to carry out call processes or call center contact with customers?

This system is called Genesis, https://www.genesys.com/es-mx

But I have my doubts about what communication agreement could serve

The objective is to send the campaign with its target groups and return the interactions

Saludos

Elio C

[deanmg1 · Accepted solution]

Hi eliocentenob

Look into the Open Channel functionality. It sounds like that may work for you

Basically it allows you to send data from a campaign executed in SMC to another system. Typical example is: execute campaign, CPI picks up data, transforms and sends to receiving system.

Receiving system then does an execution task and based on that send Interactions back. This can be done directly to the Interaction API (using Deep insert for large volumes)

Key here is the OutboundId that is generated from campaign execution - sending that value back in the Interaction will tie up the campaign and a few other data points. So this really completes the process nicely

Open Channel Integration help:

https://help.sap.com/viewer/0f9408e4921e4ba3bb4a7a1f75f837a7/2111.500/en-US/ae804bd65fde45a4a12d560d...

Cheers,

Dean