Integration between Cisco Contact Center and SAP CRM or SAP Hybris C4C
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.
Email and Chat
The agent can change his/her state between ready and not-ready using the specified state change controls from the toolbar. Our connector supports single sign-on for login i.e., the agent just needs to login into SAP CRM and he will automatically be logged into the contact center.
Find here our detailed description of our CTI Connector for SAP Hybris C4C. We embed as CTI Toolbar widget into SAP.
The advantage is that no local software needs to be installed on the agent desktop.