SAP widgets introduce a new way in integration between business and contact center systems. Widgets simplify integration and user interface and bring your work to simple steps – click and contact. SAP offers one “button” for multiple communication channels that can be added to any application. Comtrust already deploys SAP widgets to its first customers in Poland.
Widgets are popular as graphical icons on smartphones – when you click they redirect to chosen application (clock, mail). Similar logic is used to connect CRM and contact center software. Agents work on CRM and answer calls by clicking the button with the handset icon.
“SAP Contact Center widgets are more advanced” – said Sebastian Tur, Technical Director of Comtrust. One button (not several) is used to answer each contact regardless the channel. The button icon changes in relation to channels being used. It may be icon of phone, video or chat.” Below the button there is SAP Contact Center logic and processes – customer identification, priority, preferred agent routing, customer information pop-up, saving interaction, etc.
SAP Contact Center has a broad selection of widgets related to customer service or agent roles, such as availability status, queues. Widgets are flexible and can be seamlessly embedded in any application or system that doesn’t have CTI interfaces.