• 818-758-4076
  • office@legit.com
  • 3146 Koontz Lane, California

Software for
Contact Centers

Genesys Cloud Contact Center Integration with SAP

Genesys Cloud Contact Center Integration with SAP

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

Marketplace
Documentation

Unlock Genesys Cloud Telephony (CTI) inside SAP with featuring embedded call control, AI assistance, WebRTC softphone, Teams expert transfer, and full omnichannel history.

What makes us different

Agent Assistance

Real-time AI suggests actions, provides knowledge base links, live transcription, translation, and wrap-up codes 

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.)

Digital channels

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

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.

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.

3-Genesys Cloud Conter Center Call Controls

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

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 SAP CRM updates automatically to match the active conversation for efficient workflow management.

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.

6-Phone Call Activity & Wrap-up states:

Webex 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.