How does Sinch Contact Pro integrate with SAP Service Cloud (C4C)?
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02-27-2020
07:35 AM
- last edited on
12-09-2021
07:14 AM
by
Niina_P
Shahzad Ismail
Head of Knowledge Management and Community Engagement, Sinch
Head of Knowledge Management and Community Engagement, Sinch
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Cloud
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Communication Panel
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FAQ
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On-Premise
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SAP C4C
1 REPLY 1
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02-27-2020 08:36 AM - edited 11-19-2021 06:39 PM
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
