ICWC Chat Integration

Hi Experts,
I need some clarification on chat functionality and architecture. Our client is replacing call center application with SAP CRM IC webclient, and already have Avaya CTI infrastructure in place. Now i know that Avaya has SAP certified connectors for telephony, email and chat. My issue is related to chat function.
1) Do we need to buy any 3rd party chat tool and then integrate it with Avaya CTI, which then integrate with SAP CRM?
2) Can Avaya Chat connector provide frontend (customer facing) chat window which we can place on an existing website?
3) On website based on customer activities a chat window should automatically pop-up, where this code/logic will we written, CRM/CTI/CTI Connector/3rd party chat tool?
Thanks for your help...
Vikas

Hi Vikas,
If you are using Avaya Interaction Center (AIC), the Avaya CRM Connector for SAP supports chat. The integration of the customer facing side on the web is part of the AIC implementation customization. If you are not using AIC - for instance, if you are using the Application Enablement Services (AES) only, then you will need to go with a 3rd party Avaya/SAP integration if you want chat too.
If you would like, I can recommend a product for that. Finally, you may want to consider SAP Business Communications Management (BCM) as an alternative to Avaya in the contact center - you will get much stronger and more reliable integration to SAP (I realize that this is not likely an option if you have just implemented Avaya!)
Sincerely,
Glenn
Glenn Abel
Covington Creative
www.covingtoncreative.com

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