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How does Sinch Contact Pro integrate with SAP Service Cloud (C4C)?

Community Manager
Community Manager
Shahzad Ismail
Head of Knowledge Management and Community Engagement, Sinch


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