b+s MCA for SAP ®

SAP CRM Integration for Cisco Contact Center (CCE)

Implement solutions that make it possible to provide the kind of customer service experience today’s consumers expect. Integrate SAP with Cisco Contact Center to speed agents’ work by providing them the information they need, when and where they need it. Faster service is better service. Put your agents in a position to get it right the first time, and every time. 

SAP-Partner

Implement solutions that make it possible to provide the kind of customer service experience today’s consumers expect. Integrate SAP with Cisco Contact Center to speed agents’ work by providing them the information they need, when and where they need it. Faster service is better service. Put your agents in a position to get it right the first time, and every time. 

 
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Delight Customers

Getting it right the first time is priceless. Because customers must come first, ensuring technology empowers business to be responsive to customers will mean so much to them in the long run.

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Drive Efficiency

The customer is king. At the end of the day, though, you are running a business. Working fast, effective, and smart are key principles to follow when implementing new technology.

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Provide Proactive Service

Being on time is being late. Today’s customers expect service before they need it. Crystal balls are hard to come by: make anticipating customer needs a priority by obtaining the right solutions. 

Across the Board Value

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CUSTOMER

Connect to their lifecycle

Customer service done right translates into satisfied and loyal customers

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AGENT

Help them help you

Tools they need to provide a superior customer experience

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SUPERVISOR

Remove the guesswork

Reports and data that facilitate optimization

Power Tools for Agents

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Click-to-Dial

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Account / Contact Pop-Up

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Interaction Logging

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Screen Transfer

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Real-time Displays

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Data Preview in Toolbar

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What’s Under the Hood

Contact centers' communication demands are almost as complex as the technology that service those needs. Explaining what’s at stake and identifying ways to make subtle but essential changes is what we’re all about.

Feature Set

  • Agent voice state control
  • Call control 
  • Direct / consultative transfer & conference with call attached data for screen pops
  • Call detail logged inside of SAP
  • Optional / auto wrap up and wrap up with reason
  • Click to dial phone numbers in SAP records
  • Support for Cisco Outbound Option
  • Support for Cisco Mobile Agent
  • Agent chat and email state control
  • Utilize Cisco’s Contact Center to route emails, tasks and chats
  • Unified Cisco reporting for multichannel interactions
  • Multichannel interactions control 
  • Multisession interaction handling
  • Reroute multichannel interactions with screen pop

Resources

Demo Video

Demo - MCA for SAP

Learn more about the b+s MCA for SAP connector today!

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