Main differences between R/3 CIC and CRM CIC ?

Hi all,
does anybody now the main differences between R/3 CIC and the CRM CIC? or what are the main restricitions in the R/3 CIC.
Thanks and regards,
Norbert

Hi Novert
The CRM 4.0 system has two "CIC's", they have a WinClient and WebClient.
Both offer multi-channel and real-time hardphone/softphone sync. The WinClient is more flexible and faster performance. The Webclient is lighter foot print and more the future of what SAP plans to offer.
The CIC in ECC is SAPphone based, which means that real-time hardphone/softphone sync is not possible. It's also telephony only through SAPphone. You have to use SAPconnect for e-mail, and there is NO webchat support. We have a number of customers that embed the Agent Dashboard into their CIC for R/3 to provide that extra functionality, but even without it CIC in R/3 is usable.
Many vendors provide SAPphone Connectors to different CTI's (computer telephony integrations). MCIS WinClient Connectors are only provided by AMC. Many vendors provide Connectors for the WebClient (which is based on ICI). The connectors from AMC support all the different "CIC's".
There are some other functional differences as well; like upport for ERMS and the types of transactions you can access, etc.
R/3 CIC is not getting developed or enhanced since 1999. Most of the new feature is developed in CRM CIC. If you do not care any of the new feature, you can use ECC CIC. You can find the feature list on Service Market Place.
Regards
Manohar

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