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Software for
Contact Centers

Cloud Contact Center Intergration with SAP Cloud

Cloud Contact Center Integration with SAP Cloud

Embed contact center features within the SAP Sales & Service cloud V2 interface, available for Cisco UCCX, PCCE, UCCE, WxCC, Genesys, and Expertflow CC

Marketplace
Documentation
Cloud Contact Center wtih SAP Cloud

Enable your contact center agents to handle calls and chat sessions directly from within SAP Sales & Service cloud V2, and you don’t need to toggle screens

What makes us different

Agent Assistance

Real-time AI assistance with recommended actions, knowledge base links, transcription, translation, and automated/manual wrap-up codes.

Embedded WebRTC webphone

Agents don’t need to install any softphone or have a hard phone. Any agent that has access to your CRM has a web (* for Cisco, requires Mobile agent for CCE or E&C for CCX)

Digital channels

Conference and handover/ call transfer to non-call center SMEs (Subject matter experts) on Microsoft Teams

Expert Transfer
to MS Teams

Conference and handover/ call transfer to non-call center SME’s (Subject matter expert) on Microsoft Teams
Start Conversation and Account Pop up

1-Start Conversation | Account Popup & Agent States

When a conversation starts, the customer account pops up, enabling agents to manage interactions across channels from their desktop. Agents can log in to SAP Sales & Service cloud V2 CRM, automatically sync their status with EFCX, and toggle between “Ready” to take calls or “Not Ready” for a break.

2-AI Agent Assistance

An agent can receive real-time contextual AI Agent assistance during a call, including recommended actions and responses, links to relevant knowledge base articles, as well as live transcription and translation support
AI Agent Assist
Call Controls

Call Controls

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
  • Consultative or blind call
  • transfer to extensions
  • Conference call

4-Multi-Channels & Chat switching

An agent can handle multiple conversations across various channels (voice, video, WhatsApp, SMS, Facebook Messenger, Viber, Telegram) with a unified interaction history, including recordings and transcriptions. The CRM updates automatically to match the active conversation for efficient workflow management.

5-Expert Transfer & Embedded WebPhone

An agent can consult and transfer calls to non-call center subject matter experts (SMEs) on Microsoft Teams when assistance is needed, ensuring smooth handovers and effective collaboration.

6-Conversation Activity & Wrap-up states

Expertflow CX agents can add wrap-up notes during or after a conversation, summarizing its purpose and providing valuable business insights. At the end of each interaction (excluding consulting calls), a conversation activity is created, capturing key details such as task owner, time, subject, duration, contact/account, conversation direction, status, agent, and priority.