Integration between Cisco Contact Center and SAP CRM or SAP Hybris C4C
Controls/buttons on the toolbar change based on the current state of the agent/call and on the telephony event fired from the contact center. Using the communication toolbar, agent can perform the following actions.
- Accept an incoming call.
- Hold/Resume/End call.
- Consult call.
- Transfer call.
- Conference call.
Customer information screen-pop
The caller account popup on call arrival happens based on the caller’s phone number. The caller’s number is matched with any of the SAP Contact’s phone number fields and the popup takes place within SAP CRM interface.
Email and Chat
The agent can change his/her state between ready and not-ready using the specified state change controls from the toolbar. Our connector supports single sign-on for login i.e., the agent just needs to login into SAP CRM and he will automatically be logged into the contact center.
If you are using SAP Hybris Cloud C4C Release 1702 or later, we can enable two types of CTI integrations to your contact center using the new Responsive UI (RUI):
- In the first one, the agent uses Finesse for state controls, and screen pop up is available in Hybris
- In the second approach, the agent only uses agent controls directly from within C4C, and Finesse is not visible
Both approaches have limitations as per Dec 2017, but SAP is working on reducing these with each future release, such as (no way to connect a phone call to an existing ticket, no support for outbound calls, no ability to create contact from a phone call).
The advantage is that no local software needs to be installed on the agent desktop.