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Integrate mySAP CRM w/ IPCC

Hi,

We are in the process of implementing mySAP CRM in our network. We do have already Cisco IP Telephony environment with latest Call managers (4.1) and unity Servers. I am just wondering if anybody integrated mySAP CRM with Cisco IP Telephony environment. A quick reading shows that Cisco IP Contact Center is required in order to successfully integrate SAP CRM.. I would like hear from some one who did this in real life.

Both Cisco and SAP claims they have a very strong tie-up in this area, but very limited resource is available explaining the integration part.

Anyone have any experience in this area, comments are welcome.

Regards

2 REPLIES

Re: Integrate mySAP CRM w/ IPCC

Ok. AFAIK, 2 companies - SAP Partners did the actual CTI integration. Cisco did not do this. Nor did SAP. You will need to buy the Connector from either of these companies.

http://www.amctechnology.com/solutions/Cisco_solution.html

http://www.bucher-suter.ch/uploads/media/darondoConnect_2_0__eng__02.pdf

I believe AMC's is the one predominantly used. It might be OEM'ed through SAP.

I personally, have not done SAP integration, but I have done lots of other CRM integration (Siebel, Peoplesoft, clarify) and it is all very straightforward.

Hope this helps. Please rate posts.

Re: Integrate mySAP CRM w/ IPCC

Here is information on another one that I had from some time ago

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