Webex Contact Center Integration with SAP Cloud CRM
Embed Webex Contact Center features inside SAP Sales & Service cloud V2 CRM for Cisco UCCX, UCCE, PCCE, Genesys, and Expertflow CC — enabling agents to serve customers within SAP.
Unlock Webex Contact Center Telephony (CTI) inside SAP Sales & Service cloud V2 with featuring embedded call control, AI assistance, WebRTC softphone, Teams expert transfer, and full omnichannel history.
What makes us different
AI-Agent Assistance
Real-time AI suggests actions, provides knowledge base links, live transcription, translation, and wrap-up codes — all within Webex Contact Center
Embedded WebRTC Web phone
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
1-Start Conversation | Account Popup & Agent States
Enable instant screen pops with full customer history inside SAP Sales & Service cloud V2. Agents auto-sync their status across voice and digital channels, eliminating the need to switch between applications.
Agents receive live AI-powered call support with suggested actions, instant knowledge base articles, and real-time transcription/translation, ensuring faster, accurate resolutions.
3-Call Controls
Embedded CTI toolbar adapts to live call states—allowing agents to accept, hold, resume, end calls, transfer, and conference—all within SAP Sales & Service cloud V2.
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 Sales & Service cloud V2 CRM updates automatically to match the active conversation for efficient workflow management.
5-Expert Transfer & Embedded Web phone
Agents consult or transfer calls to non-contact center experts on MS Teams, facilitating smooth handoffs and expert collaboration directly within SAP Sales & Service cloud V2 CRM.
6-Conversation Activity & Wrap-up states
Webex agents log wrap-up notes, call summaries, and business insights directly into SAP Sales & Service cloud V2 CRM, with activity records capturing key call metadata for analysis and reporting.
