Cisco SAP Sales & Service Cloud vII Integration

Embed Cisco Contact Center features inside Cisco SAP Sales and Service Cloud Integration for UCCX, UCCE, PCCE, WxCC, Genesys, and Expertflow CC — enabling agents to serve customers within SAP CRM.

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Unlock Contact Center Telephony (CTI) inside Cisco SAP Sales and Service Cloud Integration with featuring embedded call control, AI assistance, WebRTC softphone, Teams expert transfer, and full omnichannel history.

What makes us different

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Agent Assistance

Real-time AI suggests actions, provides knowledge base links, live transcription, translation, and wrap-up codes — all within SAP Sales & Service Cloud vII.

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Embedded WebRTC webphone:

Agents connect via browser-based WebRTC phone without requiring hardware or installed softphones. (Cisco requires Mobile Agent for UCCE or PCCE for UCCX deployments.)
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Digital Channels

Unified interaction history for voice, video, WhatsApp, SMS, Facebook Messenger, Viber, and Telegram — fully integrated within SAP CRM.

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Expert Transfer
to MS Teams:

Agents can transfer or consult with subject matter experts (SMEs) on Microsoft Teams for complex cases, ensuring quick resolutions.

1-Start Conversation | Account Popup & Agent States:

Enable instant screen pops with full customer history inside SAP. Agents auto-sync their status across voice and digital channels, eliminating the need to switch between applications.

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2-AI Agent Assistance:

Agents receive live AI-powered call support with suggested actions, instant knowledge base articles, and real-time transcription/translation, ensuring faster, accurate resolutions.
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3-Cisco SAP Sales and Service Cloud Integration Call Controls

Embedded CTI toolbar adapts to live call states—allowing agents to accept, hold, resume, end calls, transfer, and conference—all within SAP.

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Multi Match, Single Match & No Match

During inbound calls, the system automatically searches SAP Sales and Service Cloud vII for matching customer records. If a single match is found, the contact automatically pops up for the agent; in case of multiple matches, agents select the correct record; and for no match, agents can create a new contact — ensuring accurate, real-time customer identification integrated with Cisco CTI.

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5-Expert Transfer & Embedded WebPhone:

Agents consult or transfer calls to non-contact center experts on MS Teams, facilitating smooth handoffs and expert collaboration directly within SAP CRM.

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6-Phone Call Activity & Wrap-up states:

Cisco agents log wrap-up notes, call summaries, and business insights directly into SAP CRM, with activity records capturing key call metadata for analysis and reporting.