SAP Cloud Platform Integration (SAP CPI) is a platform-level integration between SAP Cloud Platform and SAP Hybris. It enables you to centrally manage your customer relationships across different channels, including web, phone, and mail.
CPI also provides the ability to manage your customer relationships from a single view.
This blog will explore the components of SAP CPI architecture and how they fit together in SAP Cloud Platform. We will also provide a brief overview of how you can use CPI to manage your customer relationships.
What Is SAP CPI?
SAP Cloud Platform Integration (SAP CPI) is a platform-level integration between SAP Cloud Platform and SAP Hybris. CPI also provides the ability to manage your customer relationships from a single view.
This blog will explore the components of SAP CPI architecture and how they fit together in SAP Cloud Platform.
What Are the Components of an SAP CPI Architecture?
The components of an SAP CPI architecture include:
– Customer Relationship Management (CRM) – The CRM component provides the functionality necessary to manage customer interactions across channels. This includes functionality for managing contact data, managing communication channels, and tracking interactions across channels. – Channel Integration – The Channel Integration component enables you to connect with various communication channels (such as email, SMS, and social media platforms) to interact with customers. – Orchestration – The Orchestration component manages interactions between different CRM instances and communication channels. It also enables you to automate processes within your CRM instance using scripts or applications written in Java or Python.
– Data Access – The Data Access component provides access to data stored in your CRM instance so that you can analyze it and take action based on results. This includes features such as Searching and Reporting capabilities. – Security & Compliance – The Security & Compliance component protects your data by ensuring that it is secure and compliant with applicable regulations. It also provides features such as data backup and recovery capabilities.
How Does an Organization Use an SAP CPI Architecture?
One common use for an SAP CPI architecture is within the context of customer service departments within organizations. In this scenario, customers are managed through various communication channels (including web, phone, and mail).
This allows service departments to track interactions with customers across all channels in a centralized location. Additionally, orchestration capabilities can be used to automate processes within CRM instances so that interactions with customers are conducted as efficiently as possible.