SAP CRM Channel Architecture ~ CRM

Channel Architecture

The SAP CRM channels architecture includes:

Internet Applications

The Internet software components of SAP CRM solution are J2EE technology based (which is open, non-SAP platform). These are provided as a ready-to-run solution with the shipped, standard template. Also, these applications can be further adjusted in order to meet customer-specific requirements. For these Internet applications, necessary CRM data needs to be maintained and set up with in the CRM system.
SAP CRM solutions offers Internet Sales software component which presents published catalogs to the end user who can use them to configure and purchase the product.
It also offers Internet Self-Service software component where end users can request for a particular service.
The Internet Pricing & Configurator (IPC) component is another J2EE based web application for product configuration and pricing data.

The Interaction Centre is provided with tools and features required while in communication with the end customer.

Various communication channels are supported by the Interaction Centre such as fax, e-mail, telephone and Voice over Internet Protocol (VoIP).
Interaction Centre is linked with the CRM Web Client and thus an employee in contact with the customer can make notes, trigger e-mails, create activities, and work upon the business transactions like service order, etc.
Interaction Centre connects to different communication channels using a Communication Management System, which can be SAP Business Communication Manager (BCM) or a third party product.
In order to strengthen IC Web Client multichannel options in the Interaction Centre, Integrated Communication Interface (ICI) is used.

SAP CRM Mobile Sales and Mobile Service components help a company's mobile field sales and service representatives.

Depending upon the area of responsibility, users have access to all the relevant data in their device.
These devices connect briefly to the central CRM servers for the synchronization of the data. This data transfer occurs through the SAP CRM Middleware.
SAP Mobile Application Studio can be used in order to customize these mobile application.