Overview
Intelligent Customer Engagement (iCE) is a powerful, intuitive tool that aggregates a range of account data to help even inexperienced agents quickly and accurately predict why customers are calling and provide faster issue resolution. It is a native Fiori-based, cloud-enabled framework designed to work with any call center integrated with SAP S/4HANA, including Customer Engagement (native to SAP S/4HANA), Service Cloud and other CRM applications.
Section CTA
Benefits
iCE is a framework designed for expansion — additional alerts can be built and easily added based on your specific needs
As each alert has configurable thresholds, they can be adjusted over time to help isolate outlier exceptions to better focus on resolution
Accurately track metrics that feed into the core statistic reporting in the call center
Download the brochure to learn more
Primary button