363SAP and SAP C4C Integration SAP and SAP C4C Integration
Customer service interactions with b+s Connects
b+s Connects gives contact center agents the functions they need to deliver speedy, meaningful, and personalized customer service inside their SAP CRM or SAP C4C interface.
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b+s Connects – delivering better customer experiences
Discover why hundreds of contact centers trust Bucher + Suter products to help their agents deliver outstanding customer service.
Agents view within SAP CRM
The agent’s view: A single, simple agent UI, so your agent’s can focus on their highest priority: your customers!
within SAP C4C
Voice Features
- Agent voice state control
- Call control
- Direct / consultative transfer and conference with call attached data for screen pops
- Call detail logged inside of SAP/C4C
- Optional / auto wrap up and wrap up with reason
- Click to dial phone numbers in SAP/C4C records
- Support for Cisco Outbound Option
- Support for Cisco Mobile Agent
Omnichannel Features
- Agent chat and email state control
- Utilize Cisco’s Contact Center to route emails, tasks and chats
- Unified Cisco reporting for multichannel interactions
- Multichannel interactions control
- Multisession interaction handling
- Reroute multichannel interactions with screen pop
Please note omnichannel features are currently only available with b+s Connects for SAP CRM.
Resources
Fact Sheets
White Papers
Videos
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b+s Connects for SAP demo
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b+s Connects for SAP C4C demo
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Bensheim, Germany