SAP Integration with Cisco Contact Centers

For contact centers, the ability to quickly and efficiently respond to customer queries is a make-or-break opportunity.

00:07 24 February 2023

For contact centers, the ability to quickly and efficiently respond to customer queries is a make-or-break opportunity. SAP integration is an essential technological solution that helps these contact centers efficiently meet customer needs.

This blog post will explore SAP integration for contact centers, why it's so important, and some of the key benefits this technology can offer businesses and customers alike. In particular, readers will better understand how SAP integration streamlines data flow between systems used by customer service personnel while simplifying their daily workflow.

What is SAP CTI?

SAP CTI (Computer Telephony Integration) is an innovative solution for customer service needs. It integrates an external multi-channel contact center with SAP's Customer Relationship Management solution, allowing the two to function seamlessly. This delivers many benefits, including the ability to make and receive calls directly within their CRM interface and access unified insights across all the different channels so they can quickly respond to customer inquiries.

Additionally, the Integrated Communication Interface offers additional telephony functions and other channels integrated with SAP CRM, further streamlining service processes and enhancing business efficiency.

Introduction to SAP Integration with Cisco Contact Centers

SAP integration with Cisco contact center provides call centers with a powerful combination of technology. With integrated solutions, processes are automated and streamlined to improve the customer experience and empower agents to understand customers better.

It allows contact centers to create and customize automated workflows, detect patterns in customer behavior and collect data about customer activities. With a single interface, agents can also gain greater visibility into customer needs and manage communication across channels more efficiently. 

What kinds of tasks can be automated through the SAP-Cisco Contact Center integration?

Call routing

With the streamlined SAP CTI integration, contact centers can now easily automate their call routing process. Through this powerful computer telephony technology (CTI), incoming calls can be efficiently routed to the most qualified agent who is best equipped to meet your customer's needs.

Using data from the incoming call and a company's system of record such as a CRM, an automatic call distributor (ACD) determines how to appropriately route calls, so customers receive satisfying service. By combining CTI and ACD, companies can provide faster, better customer service with less reliance on manual processes.

Screen pops

By integrating SAP-Cisco CTI, an incoming caller’s contact information can be automatically matched with the customer database, and their corresponding CRM application can be presented on the agent's view. This helps agents have greater context when they answer the call, improving the overall customer experience. Screen pops also save time, allowing agents to start conversations faster and keep them moving forward productively.

Automatic record creation

Automatic record creation makes contact center operations more efficient, and CRM connectors for SAP integration can make it happen. Records are created with the initiation of a customer interaction. This integration is extended further by its inclusion of customer relationship management applications. 

With this functionality, call recordings from customer conversations can be linked directly to a comprehensive customer record in their CRM database for easy reference.

Ongoing Communication

SAP integration with Cisco Contact Centers has been a game-changer regarding communication. This process allows up-to-date information to be available in one place without needing to track and note every update manually. 

This saves valuable time that would have otherwise been spent going from one platform to another, or even worse having to post the same message repeatedly for each.

CTI Call controls for agents in SAP integration

Accept an incoming call

Agents can accept incoming calls directly from their SAP application. This allows them to answer customer inquiries and build rapport with customers quickly.

Hold/Resume/Release call

Agents also can hold, resume and release a call directly from their SAP system. This makes managing multiple customer conversations much easier for agents and helps them provide a better customer experience.

Consultative or blind call transfer

Agents can quickly transfer customers to other agents or departments without disconnecting the call. This ensures calls are routed to the best-suited person, and that customer experiences remain smooth and uninterrupted.

Conference call

Agents can also conference multiple customers into the same call, allowing for productive and efficient resolution of customer issues.

Call wrap-up

At the end of a call, agents can wrap up their conversations with customers directly from SAP. This enables them to efficiently move on to the next call and spend less time manually tracking and recording customer interactions.