SAP CRM & SAP Hybris C4C CTI Connector
The embedded CTI Connector toolbar provides call controls within the SAP CRM Interaction Center (ICI) or SAP Hybris C4C, eliminating the need for agents to switch between applications.
What sets the Expertflow solution apart from other CRM connectors is that we also provide controls for chat and digital channels. Secondly, agents can receive phone calls directly through a WebRTC webphone embedded in your CRM, without requiring a physically installed softphone or hardphone.
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.
- Consult call.
- Transfer call.
- Conference call.
Customer Information screen-pop
The caller account popup on call arrival happens based on the caller’s phone number. The caller’s number is matched with any of the SAP Contact’s phone number fields and the popup takes place within SAP CRM interface.