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

Shahzad_Ismail
Community Manager
Community Manager
 
Shahzad Ismail
Head of Knowledge Management and Community Engagement, Sinch
1 REPLY 1

John_Burton
Moderator
Moderator

The Sinch Contact Center Communication Panel user interface can be embedded in SAP C4C Live Activity view, supporting the following features:

  • Automatic customer identification and screen pop of customer details
  • Automatic retrieval of customer history (including previous chat/sms/social media messenger 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