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 that is integrated with SAP S/4HANA, including Customer Engagement (native to SAP S/4HANA), Service Cloud, or other CRM applications.
- 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, these 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 this brochure to know more.