SAP Integration in Business
Comtrust integrates SAP systems with the contact center platform, regardless of the specific solution in use—whether SAP S/4HANA, SAP CRM, SAP Customer Experience (SAP CX), SAP Sales & Service Cloud, SAP Engagement Center, SAP SuccessFactors, SAP ERP, or others. The key is to identify which business processes should be integrated with communication channels and which customer data should be captured and utilized. Sinch Contact Pro, formerly known as SAP Contact Center, is the only contact center solution officially recommended by SAP as part of its SAP Endorsed Apps program.
Contact Center and SAP integration (e.g. SAP CX, SAP Service Cloud, SAP S/4 Hana) allows you to ensure the loyalty of your customers by accelerating service processes and improving their efficiency. With this software, your service teams gain access to complete and contextual customer information to provide the best customer service experience and reduce issue resolution time. And there’s even more: all that information is available online or offline for your field workers.
Benefits of SAP and Contact Center integration
SAP Omnichannel
Empower customers to reach you through their preferred channels, be it voice, email, web chat, SMS, or messaging apps such as WhatsApp or Facebook Messenger. Use the power of AI to drive efficiency and bring customer intimacy to the next level using out-of-the-box integration with SAP.
Increase Customer Satisfaction
Match customers with the best-suited agent using skills-based omnichannel routing to increase first-contact resolution and customer satisfaction. Whether they reach you by phone, email, chat, SMS, or messaging apps, your customers get a consistent, satisfying experience.
Drive Efficiency
Achieve 30-50% cost reduction in customer care by automating conversations and increasing agent efficiency; compared to voice support, you can reduce your costs by up to 30%. The multichannel ticketing SAP system and integrated central knowledge base help you build fast and accurate communication between your customers and service teams.
Respond Effectively
Automate customer interactions and business processes, bringing convenience and speed to your customers, while allowing your employees to focus on building deeper relationships instead of repetitive tasks. With native integration with SAP you can create a virtual contact center using organizational resources outside of your contact center, such as work-from-home agents, second line support teams or branch-office employees. Empower your field agents with the tools to provide the best service anywhere and anytime and grant them access to all customer information, product details, and communication with all departments – even when mobile or offline.
On-prem Contact Center vs. Cloud Contact Center
Sinch Contact Pro is available as either a cloud or on-premise deployment and hybrid as well. Because Sinch runs in the cloud, you avoid the cost and sluggishness of traditional customer service infrastructure and can improve your agility to compete better in today’s customer-driven, fast-changing markets. With cloud you reduce Total Cost of Ownership
Constantly improve your service
Powerful analytics capabilities allow you to track, evaluate and enhance service operations in real time. With a unified agent desktop, access to relevant insights and data in SAP systems, and AI-enabled service intelligence you can increase agents’ performance and satisfaction, and let them adapt to customer needs by easily modifying the solution with low-code and no-code tools.
Industry
Retail, Consumer Products, Utilities, Finance and Banking, Travel and Transportation
Sinch Cotnact Center and SAP integration works with
SAP Commerce Cloud
SAP CRM
SAP Service Cloud
SAP Engagement Center (SAP Emarsys)
SAP S/4 Hana
SAP Success Factors
Key SAP Omnichannel Features
Handle Customer Inquiries With Voice/Telephony
Let customers reach you by phone and route calls to agents based on skills and availability. A built-in softphone provides agents with buttons for mute, hold, transfer, consult, conference, etc. Agents can also make outbound calls and handle callback requests from customers. Calls can be recorded.
Use Social Messaging and Two-Way SMS Conversations
Have conversations with customers on their preferred channel. Let your customers chat with agents from a website, Facebook Messenger, WhatsApp, Viber, SMS, RCS, and other. Power conversations by Chatlayer’s Natural Language Processing so your bot (chatbot and voicebot) can understand and communicate with customers in 125+ languages.
Reach Customers With Outbound Campaign Calling
Run outbound campaigns using preview, progressive, or predictive dialing. Agents can enter campaign remarks, use scripting, update customer information, and use regular phone functions during outbound calls.
Sinch Contact Center and SAP systems example integrations
SAP CRM Interaction Center and Contact Center Integration
Sinch Contact Pro Communication Panel can be easily imbedded inside the SAP CRM Interaction Center, 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 CRM, and the agent has an option to open the ticket in CRM
Ability for agents to join and leave queues, change status, go on break, logout, etc.
Ability to view daily statistics.
Access to customer information, product details, and more from mobile devices. Your agents can work from anywhere, anytime – both online and offline
360-degree customer view across all channels
Personalized agent console and intelligent desktop configuration
AI-enabled service insights and contextual knowledge
Automatic categorization and routing of tickets to the appropriate agent
Automated resolution of routine tasks to reduce the load on employees
Powerful analytic tools
Analytics and predictive dashboard for real-time monitoring, reviewing, and improving service operations
Access to financial, shipping, and inventory data for faster issue resolution
Contact Center and Marketing integration in SAP Engagement Cloud (SAP Emarsys)
Integrating the SAP marketing automation system with the omnichannel contact center from Sinch, you can freely combine and mix communication channels and reach your customers in their favourite channel and time.
Customer reply messages from campaigns in SAP Engagement Cloud (SAP Emarsys) can be handled by agents in Communication Panel. The target contact list is exported in CSV format from SAP Engagement Cloud (SAP Emarsys), and a WhatsApp campaign message can be sent to these contacts via the Sinch Campaigns tool.
Customer reply messages from campaigns in SAP Engagement Cloud (SAP Emarsys) can be handled by agents in Communication Panel. The target contact list is exported in CSV format from SAP Engagement Cloud (SAP Emarsys), and a WhatsApp campaign message can be sent to these contacts via the Sinch Campaigns tool.
When a customer clicks an option in the WhatsApp campaign message, the conversation is routed to a live agent who can continue the conversation with the customer. In the extension area, the agent can see the customer details from SAP as well as Sinch Campaigns information that was used to create the initial campaign message.
Outbound Contact Contact Center – Campaign calls in SAP CRM
Campaign calls are initiated and previews shown in SAP CRM Interaction Center in the same way as when using Communication Panel. This requires importing the campaign’s contact list to Sinch Contact Pro with SAP Phone. Outbound campaigns calls depend on the dialling mode:
Preview
In this mode agents can view the customer data before making the call. By default, there is no time limit for viewing the customer information before the call. During the preview and wrap-up the phone line is not busy.
Progressive
After the agent has wrapped up a call, the software chooses a new customer automatically and makes the call immediately. The agent gets no preview time.
Predictive
The predictive dialer software makes calls automatically. When a customer answers the call, it is immediately connected to a free agent. Predictive calls are first connected to a queue from which they are then allocated to agents.
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