As shown in this video, the Sinch Contact Pro Communication Panel can be easily imbedded inside the SAP C4C Live Activity view, enabling the following features:
- Automatic customer identification and screen pop of customer details
- Automatic retrieval of customer history (including previous chat/SMS/messaging app conversations)
- Ability to fallback to a live agent if chatbot is unable to resolve customer query
- Click-to-call functionality
- Ticket handling, the ticket ID and additional information are displayed in the notification area in C4C, and the agent has an option to open the ticket in C4C
- Ability for agents to join and leave queues, change status, go on break, logout, etc.
- Ability to view daily statistics.
Learn more about Sinch Contact Center.
John Burton, Senior Director Product Management