SAP

SAP Cloud for Customer for end-to-end service processes.

Integration: SAP C4C & Contact Center
Processing: Data-Driven Routing & CTI
Use Case: Customer Service & Business Processes

Key benefits

Higher Customer Satisfaction

Serve customers faster and avoid unnecessary transfers.

Provide relevant customer and case data directly with each interaction.

Higher Employee Satisfaction

Avoid time-consuming record searches through automated SAP queries.

Handle requests faster with direct access to relevant SAP data.

Optimized Service Processes

Control routing based on business processes, customer data, and SLA requirements.

Automate recurring workflows and consistently write call data back to SAP.

Features

SAP C4C integration in the graphical jtel Callflow Designer
Business-case routing based on existing SAP data
Caller ID matching and automatic record lookup
Cascading SAP queries for complex data requirements
Widget-based integration with SAP C4C
Click-to-dial directly from SAP applications
Last-agent, VIP, and SLA-based routing
Automatic write-back of call data to the SAP backend
Automatic retrieval of order, ticket, and other case information

Products at a glance