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author's profile photo Former Member
Former Member

Use IC WebClient for customers

Hi all,

I'm new to IC Webclient and need to understand the scenarios where one can use ICWC.

As far as I've read until now, ICWC is used by agents, e.g. in a call center environment.

Is it also reasonable to set up the ICWC for usage with customers? E.g. that a customer logs in to ICWC to create orders or complaints instead of using PCUI?

Do you have any experience in using the ICWC for customers instead of internal users? Can you please share with me?

Thanks in advance.

Kind Regards,

Martina

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  • author's profile photo Former Member
    Former Member
    Posted on Nov 21, 2007 at 12:39 PM

    Hi Martina,

    ICWC is an Add on to the CRM and is linked to the ECC and CRM as the backend systems .There are many functionalities here which can be hit from ICWC .

    For eg : ECC Sales Orders,Account Search,Complaint search,Product Search...etc

    All these and many more applications look into the master data and fetch the information for the agents so that they can communicate the same to the customer.

    It won't be a great idea to give the customer ICWC login . Although a very generic and restricted account creation and Product catalog search can be given to the Customer (Which offcourse will be quiet a taks for the Technical person)

    Even then the search option will work .Instead of this a new weblink with customer capture information and Product catalog display online database (limited information) will be a better option.

    Cheers!

    Regards

    Raj

    Hope I v answered your query

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