Hi Experts,
Our client is using CRM 7.0 ICWC for CIC and IT Helpdesk, they have plans to integrate with the telephony software, they are seriously considering SAP - BCM, we have the following basic queries:
1) Do we need a separate license fo BCM or it come's with SAP CRM 7.0
2) Apart from BCM, do we need any extenal applications for IVR?
3) Is there any installation guide/ best pratice document for SAP BCM?
4) what could be the timeline for the implementation?
Thanks & Regards
MIlan