PeopleSoft CRM Multichannel Applications Overview

This book discusses how the PeopleSoft system manages communication through various channels. Two PeopleSoft CRM applications, in conjunction with the PeopleTools MultiChannel Framework, provide support for three channels: telephone, email, and chat.

The two applications are:

PeopleSoft CTI Integration.

This application supports integration with computer telephony integration (CTI) systems.
PeopleSoft Multichannel Communications.

This application includes an email response management system (ERMS) and chat functionality.

Note: PeopleSoft CRM Multichannel applications work in conjunction with other PeopleSoft applications, and you must license at least one core application to use them. For example, using PeopleSoft CTI Integration and PeopleSoft Multichannel Communications in conjunction with PeopleSoft Support enables support agents to leverage CTI, email, and chat technologies.