SAP continues to widen the functionality of its tools and applications to connect its growing customer base across one enterprise. For example, the Interaction Center (IC) call center application is available in two user interfaces (UIs) — IC WinClient and the newer IC WebClient. This creates choice and opportunity, but leaves companies with the responsibility of analyzing which UI best represents their interests. Questions to consider when choosing a UI include, “Who am I targeting with this implementation — my employees, management, or customers?” This information arms you with the knowledge to take the next steps in realizing your business objectives. For example, you may want to focus on the sales functionality in IC. In this case, IC WinClient may be your better option. On the other hand, if you focus more on the service aspect of IC, you might want to choose IC WebClient. Also, you may want to think about how important it is to have the latest functionality available. SAP has started offering functionality in IC WebClient without also making it available in IC WinClient. With mySAP CRM 2005, you can see some of these subtle differences such as the addition of new wizards and fast sales order entry in IC WebClient. These features are not available in IC WinClient. To help explain the differences between IC WinClient and IC WebClient, I will provide an overview of each of these UIs. Then I will compare them with regard to complexity, environment, necessary skills, ease of use, mobility, technology involved, security, and user perception. I will also explain how People-Centric UI figures into a call center interface decision.

Interaction Center

Let’s begin with IC, which was first introduced in SAP R/3 Release 4.5B. IC is available for internal sales, service, and marketing agents whose main objective is to curtail negative customer experiences. As previously mentioned, you can use either IC WinClient (Figure 1) or IC WebClient (Figure 2).     The differences between IC WinClient and IC WebClient are like night and day. IC WinClient was SAP’s first agent desktop design for call center applications, formerly known as Customer Interaction Center (CIC). It has been around since mySAP CRM 2.0, released in 2000. IC WebClient became available in late 2004 with mySAP CRM 4.0. Recently, SAP shifted its focus to IC WebClient with mySAP CRM 2005. IC is one of the most sophisticated and advanced UIs that SAP offers. It has the capability to span several business processes and incorporates major functions ranging from messaging to computer telephony integration (CTI). With the new technologies and call center efficiency standards, it’s no surprise that the call center has transformed into a customer-centric delivery model. mySAP CRM has capitalized on these initiatives with IC 5.0, which includes an open framework and improved ease of customizing. For example, you can optimize the agent screens to reduce call handling times. Agents and managers can better focus on the customer, using tools such as People-Centric UI and portal-driven applications such as IC Management.

Technical Complexity

If you think that by having worked with IC WinClient that IC WebClient should come naturally, don’t deceive yourself. The two options are very different both in functionality and architecture. From a deployment perspective, implementing IC WebClient typically takes longer than IC WinClient. Many factors such as business requirements, timeline, architecture, and project team skills can also affect the implementation timeline. IC WinClient has a dynpro-based framework (visible and hidden components) that runs within SAPGUI. This means that you must install IC WinClient locally on all clients that run this application. It integrates easily with mySAP CRM or R/3 via action box functionality. With action boxes linked to transaction codes, users can launch additional mySAP CRM screens (e.g., transactions for business partners, Activity Monitor, custom CRM transactions) without leaving IC. IC WebClient is built on a Business Server Page (BSP) framework. Instead of using SAPGUI to display the screens, IC WebClient uses a Web browser. It uses HTTP or HTTPS to access the application across the network, which means that you can use standard products such as firewalls and proxy servers. This framework does away with visible and hidden components and introduces the new concept Model View Controller (MVC). MVC simplifies BSP pages to support customizing options and extends the programming model by separating and defining the roles and functions each element controls. The multilayered IC WebClient architecture efficiently handles data and business objects from the database to the screen (Figure 3).   The browser-based agent desktop in IC WebClient means that it does not require a local installation — you can launch it on any computer with a Web browser such as Internet Explorer. IC WebClient provides optimized views for the user and integrates seamlessly with mySAP CRM or R/3 via the transaction launcher. The transaction launcher builds on the fundamental concepts and technologies of the action box, but allows the user to more easily set up and configure this functionality. For example, in mySAP CRM 2005, XML-based customizing now takes place in table entries. Additionally, new wizards make it easier for the user to configure mySAP CRM or R/3 transactions in IC.

CTI

CTI for IC enables services such as chat, email, paging, and caller identification, which gives your customers a choice about how they contact your company. Which options you offer can affect call center performance and efficiency. IC WinClient uses ABAP-based technology, SAPphone and SAPconnect, for CTI. It is constructed primarily of ABAP code with a few HTML references. The CTI interfaces are different in IC WebClient, since this UI employs new Java-based interfaces, Integrated Communication Interface (ICI), and Business Communication Broker (BCB), which abide by the same underlying principles as SAPphone and SAPconnect. IC WinClient offers more proven CTI options than IC WebClient, although the technology in IC WinClient is older. While IC WebClient may not yet reach the standards set by IC WinClient, you can expect this to change as more users adopt IC WebClient. IC WebClient accepts several interfaces for its CTI services, while IC WinClient is limited to two. In IC WebClient, ICI and BCB serve similar functions as the IC WinClient interfaces, but are open, Java-based designs that use Simple Object Access Protocol (SOAP) and XML. As of mySAP CRM 4.0 Support Package 4 you can use any of these four interfaces to implement your CTI strategy. Also, while the number of SAP preferred/ certified partners for the ICI interface is adequate, this list isn’t as extensive as the list that supports the SAPphone interface. You can visit https://service.sap.com/partnerportal/partnering for a complete list of these providers. If you’re not content with this list, but prefer to use IC WebClient, you can implement the SAPphone interface in IC WebClient.

Technical Environment

Some of the key differences between IC WinClient and IC WebClient lie in the presentation layer, contact center services and tools, and the introduction of a Java component to the Web Application Server (Web AS) for IC WebClient. The difference in architecture introduces a new level of complexity when setting up your call center. Your Basis and network teams must be aligned and knowledgeable about which supplementary components are necessary during the installation process. You may think the few differences that exist between the two UIs aren’t substantial enough to consider the environment as a risk area, but they can result in increased setup and delivery time as well as extra costs incurred for third-party components and software you must install in your system. For example, did you know that IC WebClient has separate component installations for the Java and ABAP stacks necessary to provide full call center functionality? See Figures 4 and 5 for these differences.    

Technical Skills

The skills necessary to implement IC WebClient versus IC WinClient are not readily apparent. It takes some digging around to determine what skills you need on your project team. Although IC WebClient has a more open framework and is highly flexible, it demands numerous programming skills. The following skills are necessary based on the interface you apply: IC WinClient: ABAP, HTML IC WebClient: ABAP objects, HTMLB, XML, Java Locating people with these skills is not easy and those who possess all of these skill sets can demand a premium in the marketplace. Often you find people who possess a subset of these skills. On a typical project the target is to track a well-rounded person who possesses the system knowledge and a majority of the skills required for that solution. This person would become your lead technical architect responsible for the overall design of your solution. One or two additional resources aligned to specific technical areas would round out a typical team, depending on the project budget.

Ease of Use

Ease of use is becoming an increasingly important factor to consider. Call center agents spend approximately eight hours a day using a call center application, so they need an easy-to-use, appealing, and well-organized screen design. For example, SAP customers complained about the “dull-gray” IC WinClient screen that is “cluttered” with more tabs and buttons than the agent can handle, which in part led to the introduction of IC WebClient. Several other issues with IC WinClient make it less user-friendly when compared to IC WebClient. • Difficult to customize

• IC WinClient: To customize IC WinClient, you need to use ABAP coding (e.g., when adding a field that is not native to the screen).
• IC WebClient: Customizing this interface is much easier and is far more flexible. IC WebClient offers tools including BSP Workbench, People-Centric UI Tools, CRM Designer (mySAP CRM 4.0), Blueprint Application Builder (mySAP CRM 4.0), and Easy Enhancement Workbench. IC WebClient allows functional resources to extend their role with these tools by taking on development functions such as adding and moving fields without writing code or needing a developer. This doesn’t make developers obsolete; instead, you can use them for more stringent and complex development tasks.

• Framework is rigid

• IC WinClient: The hidden/visible framework means that the screen structure is fixed. You cannot move screen components (e.g., navigation area, application area, action box, and business partner display) to different locations on the screen. All the visible slots of the framework are anchored to the respective area of the screen. The only components you could change slightly are the action box and scripting areas.
• IC WebClient: IC WebClient framework is more lax as far as the framework is concerned. Hidden/visible components do not apply here. The framework exists as a profile composed of XML code that allows for modification. However, IC WebClient also has its limitations since few areas are interchangeable. You can change certain items. For example, you can move the navigation bar, update the style sheet, and add colors.

• Navigation

• IC WinClient: Navigation in IC WinClient is not intuitive. This interface pushes the barriers for standard functions by moving from the PC keyboard to the mouse. This means that users rely on the mouse to help them navigate through the screen for repetitive functions and tasks. SAP responds to this issue by providing configurable shortcut keys (e.g., F1, F12). However, you are limited to which keys you can use because the application uses some of them and the functions are limited. You can have ABAP developers create automatic transitions between fields, but many users prefer to use the keyboard as their primary tool for data entry and routing. Third-party tool options have become increasingly more appealing for IC WinClient. For example, GuiXT, by Synactive, allows users to move fields around, rename field text on the screen, and designate a tab sequence for logical cursor transition within the screen. If you choose IC WinClient, you should investigate whether third-party tools are appropriate and meet your needs.
• IC WebClient: Finding your way around the screen is much more intuitive. The use of colors, People-Centric UI, usability-optimized views, integration to mySAP CRM or R/3 objects, and layout lend IC WebClient increasing visibility among users. The use of interface development tools, adoption of new technologies such as People-Centric UI and BSP, and several deployment methods give IC WebClient an edge.

• Mobility

• IC WinClient: Users cannot work remotely with IC WinClient. Using this interface requires you to install a SAPGUI to a local client, which means that you must use that client each time to access the application.
• IC WebClient: IC WebClient allows mobility. Users can access IC WebClient through a variety of options. As mentioned earlier, it does not require you to install SAPGUI on agent desktops. As long as an Internet connection exists, users can access this application via a Web browser from their work site or from a remote location.

• Technology

• IC WinClient: IC WinClient operates on a fairly logical platform. It works against the same business engine IC WebClient uses and does not require complex skill sets to implement. It has a proven architecture that has worked for years. It consists of a multichannel workspace that functions cleanly with mySAP CRM. As newer technologies have arrived, IC WinClient has stayed true to its roots and relies primarily on the use of ABAP coding for design.
• IC WebClient: This interface is a bit more sophisticated, incorporating technologies such as BSP, People-Centric UI, XML, and Java. Using IC WebClient opens up other avenues for customization and deployment. On the other hand, offering newer technologies also imposes risk. For instance, the skills required to modify the interface are scarce. Additionally, IC WebClient has two stacks: Java and ABAP. Which stack you use determines how the system runs IC WebClient on SAP NetWeaver. If you choose to activate the Java stack, then you must deploy a J2EE server and a Java application. By activating the Java component, you can use functionality such as messaging, CTI, and broadcasting components. Otherwise, if you do not need these things, you only activate the ABAP stack. The IC WebClient technology is a few leaps ahead of the IC WinClient technology.

Simultaneous Use

Although I have illustrated significant differences in technology and architecture for both interfaces, you can employ both in a mixed environment. As different as these screens appear, they are parallel interfaces working against the same mySAP CRM business engine. This core application feature allows the interfaces to operate independently from each other as well as simultaneously by the same user (in two separate sessions) if required. Usually the same user group does not operate both interfaces. Typically, different user groups work with the alternate application. For example, a sales call center accustomed to IC WinClient may not want to migrate to IC WebClient for specific business reasons. However, the service division finds that IC WebClient is richer in case management and service functionality and decides to use it instead of IC WinClient. Again, business requirements usually dictate the interface. Implementing multiple call center applications for different user groups can create inconsistency in how IC presents data to users and may cause misunderstandings or delays in the handling of transactions. Although implementing separate interfaces within an organization seems appealing based on the strengths of individual applications in respective business scenarios, the actual use, maintenance, and user perceptions involved with the two interfaces could cause problems over time.

Security

Both interfaces use the same security roles and authorizations offered in mySAP CRM. Although IC WebClient appears to have a different set of standards, no security differences exist between the two. Regardless of which option you select, mySAP CRM controls security via a combination of transactions such as SU01 and PFCG. However, with IC WebClient you must consider another area of security due to the Web browser aspect of the interface. Since you execute this browser through the Internet, don’t overlook the port options offered to you (i.e., HTTP versus HTTPS). If you want to block external traffic and protect your network, consider using HTTPS, which uses security certificates to ensure overall system performance. Since IC WinClient is GUI based, no additional security is required aside from the base security available in mySAP CRM.

User Perception

User perception is a critical element of any interface. Whether it’s a call center, e-commerce, or mobile application, a negative experience or lack of proper training could turn any user against the chosen UI. I find that reliability and speed are consistent concerns among users. Many feel that IC WinClient meets these needs better because it has been around longer than IC WebClient. The perception is that IC WinClient is more stable and robust. Some may not wish to implement an IC WebClient interface for this reason alone because they seek to authenticate the solution among their peers and competitors to determine whether newcomer IC WebClient will last. IC WebClient is not only as reliable as its predecessor, but is also quite robust and worthy. Let me explain why this is:

• Based on initial SAP performance tests IC WebClient has proven in various benchmark levels to be just as fast as IC WinClient (if not faster) and it consumes less bandwidth.
• According to SAP, it will develop and design most future functionality, if not all, for IC WebClient first. Some of the functionality offered in IC WebClient may not be offered in IC WinClient going forward. For example, high-speed business partner search is only available in IC WebClient.
• Wider arrays of operating systems support IC WebClient, including Windows, Linux, and Unix.

People-Centric UI

When I first heard about People-Centric UI, I was excited that this new interface had so many options. Then I heard that IC WebClient supported People-Centric UI and figured that it was just another call center interface. I thought, how hard can it be? If I’ve worked with Interaction Center for a few years, People-Centric UI should come naturally. Well, not exactly. I became confused and aggravated with the available information. After research and some attempts, I eventually got it. Here are the four lessons I learned so that you don’t have to struggle like I did. Lesson 1. People-Centric UI is not a call center interface. As you may have already noticed, I did not include it in my list of call center interface options. Lesson 2. People-Centric UI is a different means of presenting information found in mySAP CRM. People-Centric UI is a portal-enabled interface to mySAP CRM functionality with a predefined URL. It is transaction-specific and presents data by using a roles-based approach that is designed for particular user roles such as IC agent, IC manager, and sales representative. These transactions become easier to navigate and use since they are conceptually designed for this specific type of use. You may already be familiar with some of these transactions such as complaints, opportunities, and leads. BSP technology allows you to Web-enable this functionality. Lesson 3. People-Centric UI is not a different technology from BSP. I thought that People Centric UI used a completely separate language, but it does not. It is nothing more than a BSP application running on mySAP CRM Web AS (Figure 6).   What Figure 6 shows is that as long as you activate the ABAP stack in your mySAP CRM system, you can execute People-Centric UI transactions. Enabling People-Centric UI in IC WebClient presents the following benefits:

• Consistent look and feel
• Intuitive and clearly defined screens (easier to navigate)
• Increased user productivity
• Less time spent on training for users due to roles-based approach and facility of screens

Lesson 4. You can deploy People-Centric UI directly to users without IC WebClient. You can use either a URL mySAP CRM generates or you can use SAP NetWeaver Portal. Several clients on different occasions have asked me whether they should implement People-Centric UI instead of IC WebClient. I tell them that it depends on if they wish to implement a call center application. It is meant solely as a means to present data for those users who either don’t require the full functionality of IC WebClient or don’t like the standard SAPGUI screens. What most individuals don’t realize is that People-Centric UI is not a substitute for a call center application. Although IC WebClient can execute People-Centric UI transactions, People-Centric UI cannot replace IC WebClient. It does not possess CTI capabilities, cannot display messaging (e.g., reminder scripting, broadcast messaging, or interactive scripting), and does not have the means to handle incoming or outgoing communications. People-Centric UI offers a neat and orderly style that is more suitable for those users who have specific tasks such as lead generation, opportunity management, and complaints. In this case, People-Centric UI meets the needs of a wider audience base not limiting itself to the call center program.

Criteria for Choosing an Interface

You should base the criteria you use to pick an interface on key performance indicators (KPIs) and business requirements defined for your implementation. Since all implementations differ on industry segment, requirements, and use of the application it is nearly impossible to construct an all-inclusive criteria list. However, you should consider the following:

• User training
• Total cost of ownership (TCO)
• Operating systems used
• Functionality needs
• Skill sets required

There is no right or wrong answer when deciding on a suitable interface for your business. Just ensure that you have armed yourself with the necessary knowledge and resources required to make a decision that benefits your business, employees, and customers. By reading this article you have already taken one of the first steps in securing a favorable result.

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