Thank you again for your feedback and patience.Let me answer the last point.(Not sure if you want to rebuild the UI for the customer care agents in AEM as well ...)ANS: Yes, this is what is in current discussions to re-build all UI functions/features of current CRM in AEM, and all customer care agents will be accessing AEM application rather than current CRM.

That's absolutely right Jörg.We are not going to replace CRM, but the existing CRM will be residing as backend application, while a new frontend ( in the current context AEM) will provide the UI capabilities to customer care agents. And at the same time, the same AEM shall provide omni-channel experience to our customer through our corporate website as well as the mobile app.So here, can we think of AEM to build all CRM functionalities (although actual processing shall happen in the actual CRM) ...