Customer Communication and Contact Center for SAP
Integrate your business communication (Cisco CUCM, Webex Calling) and high-volume contact center operations (Cisco UCCE, PCCE, UCCX, Webex, Genesys or Expertflow) directly within SAP (Cloud & On Premise)
Documentation
SAP Connector for Expertflow CX
SAP integration for customers using the Expertflow CX platform.
SAP Connector for Webex Contact Center
SAP integration for customers using Cisco Webex Contact Center.
SAP Connector for Cisco UCCE/UCCX/PCCE
SAP integration for customers using Cisco UCCE/UCCX/PCCE.
What makes us stand out
Features
Affordable AI-Assistance and Analytics
AI Orchestration, Virtual Agent, Agent & Supervisor Assist, Conversation Analytics, and AI-driven QM.
Omnichannel
Media blending, unified agent state and reporting across all channels (Voice, Whatsapp, SMS, Facebook,…)
On-prem web phone
A modern alternative to Jabber and hardphones, fully browser-based, no internet exposure.
Screen Popup and Dialing
Customer profiles automatically pop up for incoming calls or chat sessions, or as defined in an outbound campaign. Manage agent availability and omnichannel media (voice, video, chat) directly within SAP. Agents login to the CRM only.
Affordable AI-Assistance and Analytics
Equip agents with AI copilots for real-time transcription, translation, answer suggestions, biometrics, wrap-up codes and summaries. Expertflow allows you to run these tasks in your private cloud, potentially reducing AI cost by up to 90%.
Chat blending for High Volumes
Enable push routing and channel blending. Consolidate reports across WhatsApp, SMS, Facebook, Viber, Telegram, voice and video and eliminate per-message costs.
Eliminate limitations of pull-based inboxes, and prevent chat sessions from being interrupted by voice calls.
Private Web Phone
A browser-based alternative to Jabber or Webex App that doesn’t require public internet access.
Transfer to subject matter experts (SME)/ Attendant Features
Agents can transfer live conversations from SAP to SMEs working with Microsoft or Webex Teams.
Interaction History and Recordings
Attach voice recordings, chat transcripts and summaries to the SAP customer interaction history.
