Bucher + Suter’s Multi Channel Adapter (MCA) for SAP is a pre-packaged integration of SAP CRM and Cisco's Unified Contact Center Enterprise (UCCE). It is a server component that manages the real time flow of interactions between the SAP desktop user interface and Cisco's Unified Contact Center.

MCA for SAP provides full CTI functionality which can reduce costs, improve efficiency, and help increase revenue.  The solution pops customer information in the agent's SAP GUI simultaneously with a call, chat or email arrival, facilitating lookup of SAP information by phone number, e-mail address, Caller Entered Digits etc. Agents can conference, transfer and accept interactions from within the SAP screen and the system logs all activities, both inbound and outbound, in the SAP database. The integration also enables intelligent routing based on information in the SAP customer database (e.g. always route the same client to the same agent; prioritize calls from VIP's etc).