In the modern business landscape, seamless and personalized interactions with critical customers are the lifeblood of success for any organization. Enter SAP CIC!

The SAP Customer Interaction Center is designed to provide a unified view of customer interactions and information, facilitating more effective customer service and support processes and fostering better customer satisfaction.

Read on to learn more about SAP CIC, how it revolutionizes the way organizations interact with their customers, and where our team of expert SAP consultants can come in to help.

What is SAP CIC?

The SAP Customer Interaction Center (CIC) is an intelligent interface that facilitates direct contact between customers and call center agents, offering availability 24 hours a day, 7 days a week, 365 days a year, in six different locations across the globe.

The CIC is a critical part of the SAP Support Portal, offering critical communication and connection features to assist with non-technical queries. It provides a central point of contact for customers and partners and facilitates connections for external telephone systems to improve the incident creation process and accelerate response times.

Understanding the Need for SAP Customer Interaction Center

The Customer Interaction Center application offers an easily customizable architecture and intelligent call center functionality to enable customer service organizations to process inbound and outbound telephone calls from SAP customers and partners.

By supporting complex processing functions and visualizations for extensive call logs, CIC allows organizations to process any business transaction seamlessly and provide technical and non-technical assistance whenever and wherever needed.

Support from CIC’s customizable design and Action Box and Business Data Display features enable more efficient processing for inbound and outbound calls, enhance productivity for agents and other CIC experts, and allow for the personalization of agent skills and business processes.

Critical Areas of SAP Support in the CIC Portal

Here are a few areas of support for non-technical queries included in the CIC SAP platform:

Incident Support Resources

The CIC platform guides users through both the incident creation and follow-up process, enabling them to update incident statuses, accelerate and edit priority requests, and create a faster, more direct route to issue resolution.

Info Sessions and Webcasts

CIC provides access to one-to-many webinar sessions and one-to-one enablement sessions to improve engagement between customers and their support organization and enhance functionality across their entire SAP system. Users can access live webinars, webinar replays, and Q&A chats through their S user ID but should contact CIC Support to schedule meetings for any other support needs.

SAP One Support Launchpad

CIC allows customers to utilize the SAP One Support Launchpad to access the following support tools:

  • Incident management
  • User management
  • License key requests
  • Knowledge base search
  • System data maintenance
  • Software download center
  • Remote service requests

How Can We Help?

Whether you need help navigating complex software downloads or authorizations, additional technical assistance for your SAP application issues, or just an extra hand getting started on your SAP journey, Surety Systems can help.

Our senior-level, US-based SAP consultant team goes beyond built-in support from CIC, Expert Chat, and SAP Customer Support functions to handle all your most critical SAP project needs and help maximize your investment.

Partnering with the Best

Interested in learning more about the SAP Customer Interaction Center or where our team of expert SAP consultants can fit in your organization?

Contact us today!