This book by John Burton is a must read for anyone diving into the SAP CRM Interaction Center for the first time, but also essential for those familiar with the product and its previous versions already. John not only covers basic terminology and gets everyone on the same page, but he also gives a little history, a whole lot of current functionality and CRM integration information, and some insight into the future direction of the product. I've worked in the Interaction Center space for over five years, and I still learned so much from this book. It should be required reading for consultants and business analysts alike, as well as Call Center managers. Anyone navigating a CRM implementation, or upgrading, or planning subsequent phases of their implementation, and wants this type of complete overview of all Interaction Center scenarios(from Marketing to Sales to Service within the IC), but is also interested in the technology behind an Interaction Center, would benefit from reading this book. I hope more SAP Press books are as thorough but as comprehensive as this book. John has written a solid book showcasing his deep knowledge of the indsutry and the product.
