We have set up ECC 6.0 recently and would now wnat to look at using the Customer Interaction Center Functionality to support our call center employees.
Does any one have experience in setting this up. Would appreciate if you could direct me to the right forum for information on this and help me get some basic process docs with config steps...
Hopefully you need to have a look at this cource material LO840 u2013 Customer Interaction Center. This includes every thing which you are looking for...Additionally as usual sap help...
Today the emphasis is more towards using CRM solution for CIC..hence you may find less information on r/3 front.