ACTIVE_SAP CRM CTI Connector_landing_page

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.

Cisco Unified Contact Center Express (UCCX), Enterprise (UCCE or PCCE), Freeswitch, FusionPBX

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.

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.

SAP Hybris C4C Cloud for Customer

We provide the same functionality also for SAP Cloud for Customer (C4C), in the form of CTI client Adapter.

ImageMultiple callers identified

Find here our detailed technical description of our CTI Connector for SAP Hybris C4C. Embeds as CTI Toolbar widget into SAP. The advantage is that no local software needs to be installed on the agent desktop, and the agent only uses C4C and doesn't have to switch back and forth between SAP CRM and Cisco Finesse.

SAP C4C Architecture diagram

Hardware Requirements

Upto 50 agents51-400 agents
Server Cores2 Cores4 Cores
Hard Disk10 GB20 GB

Software Requirements

Operating SystemWindows Server 2012 R2 64-bit or above

See here requirements for SAP Hybris.