The power of Genesys Cloud embedded into SAP Customer Experience.

Name: Genesys Cloud connector for SAP Customer Experience by Softphone
Brand: SOFTPHONE SRL

This powerful, flexible, and easy-to-deploy connector embeds Genesys Cloud advanced capabilities directly into your SAP Customer Experience environment, delivering a fluid experience for agents and a seamless journey for your customers.

By SOFTPHONE SRL

Benefits

Integrate Genesys Cloud with SAP Customer Experience

The agent can handle the Genesys calls and chats directly inside SAP Customer Experience, this speeds up the agent work and allow better customer management. All the call and chat controls are always visible and accessible from the SAP UI.
Multiply the power of SAP Customer Experience with Genesys Cloud solution

All the call controls are hosted inside the SAP UI, so the agent can work with both the solutions in just one app. No need to switch windows to access SAP or Genesys because, both are embedded in the same browser screens.
Empower customer insight by freeing the data flow between Genesys and SAP CX

With the Connector, any Genesys data can be passed to SAP Customer Experience and stored inside the SAP database. This data exchange empowers your business to work with unified reporting between the two solutions.
Save Time & Budget

Our solution optimises agents' workflow and increase efficiency with automation designed to remove human error and at the same time speed up the agent activities increasing ROI and the first contact resolution.

Features

Handling Genesys calls in SAP Customer Experience

Answering, transferring, holding and retrieving Genesys calls inside SAP Customer Experience. All the expected call controls are available inside the "Genesys Cloud Embeddable Framework" that is embedded directly inside the SAP UI.

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Handling Genesys chats in SAP Customer Experience

Managing Genesys chats inside SAP Customer Experience. All the expected chat controls are available inside the "Genesys Cloud Embeddable Framework" that is embedded directly inside the SAP UI.

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Click to call capability

A call can be started directly from a phone number inside SAP Customer Experience. Any phone number related to an account, or contact, or individual inside SAP Customer Experience becomes a number callable for Genesys.

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Plans and pricing

All plans include:

Enable Screen Pop when a Genesys Inbound voice call is answered
Enable Screen pop when an Genesys Chat inbound is answered
Enable Click to Dial from inside a Contact
Embed Genesys Voice Recording playback inside a SAP Phone Call Activity
Embed Genesys Chat Transcript inside a SAP Chat Activity
Enable interaction controls inside SAP Live Activity Center

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Technical Information

Technical details

Solution type	Extensions and Add-ons
Category	Customer Service
Industry	Travel and Transportation, Utilities, Banking, Telecommunications, Cross-Industry
Works with	SAP Sales Cloud SAP Service Cloud

Deployment and operations

The following information is provided by the publisher and applies to the latest app version available on the SAP Store. SAP does not control these policies and procedures; the publisher is solely responsible for the accuracy of the provided information.

Deployment	Software-as-a-Service solution This product is delivered online as a subscription service. Cloud Solution This product is designed to be delivered over a network as a cloud service.
Globalization	Localized for business best practices This product has been localized to incorporate local business best practices (e.g. support for local currencies). Internationalized for global customers This product has been internationalized to meet the needs of global customers (e.g. the use of Unicode). Translated user interfaces and documentation User interfaces and documentation for this product have been translated into multiple languages. Please consult product documentation or contact the publisher for more details.
Operations	Service Levels >99.5% This product achieves operational performance levels of 99.5% or greater. Multi-tenant solution with full isolation and encryption This product utilizes a multi-tenant architecture with complete isolation and encryption of customer account data, policy and configuration settings. Auditable logging and tracing This product offers auditable logging and tracing capabilities to aid in debugging and troubleshooting. High availability and disaster recovery This product has been designed to ensure minimal service interruption and quick restoration of service in the event of a disruption. Meets recommended data lifecycle management standards This product meets SAP Store-recommended standards for data lifecycle management and data destruction. Meets SAP Store recommended Service Levels This product meets SAP Store-recommended service levels. Meets recommended support levels This product meets SAP Store-recommended standards for support levels and turnarounds.

Security and compliance

Security

Encrypted communication channels This product employs encryption to secure all communication channels.
Secured against software vulnerabilities This product has been secured against common software vulnerabilities, such as operating system, SQL injection, memory corruption, and information leak vulnerabilities.
Follows the secure software development and operations lifecycle (SDLC) Secure practices include design, architecture, implementation, test, release preparation, shipment, operations, and support. Open-Source components run latest version.

Compliance

ISO 27001 (Information Security Management) This product meets the standards for information security management specified by ISO 27001.
EU data privacy This product complies with European Union requirements for data privacy.
Offers EU access only To comply with data protection regulations, this solution restricts remote data access and data storage to countries that have implemented the EU Data Protection Directive.

Privacy policy

SAP's privacy policy is not applicable to the use of this app. Please refer to the privacy policy provided by this app's partner.

Publisher privacy policy

The power of Genesys Cloud embedded into SAP Customer Experience.

Benefits

Integrate Genesys Cloud with SAP Customer Experience

Multiply the power of SAP Customer Experience with Genesys Cloud solution

Empower customer insight by freeing the data flow between Genesys and SAP CX

Save Time & Budget

Features

Handling Genesys calls in SAP Customer Experience

Handling Genesys chats in SAP Customer Experience

Click to call capability

Genesys call details inside SAP Customer Experience

Chat transcript available inside SAP Customer Experience

Plans and pricing

All plans include:

Customer reviews

Technical Information

Technical details

Deployment and operations

Security and compliance

Resources

Publisher

SOFTPHONE SRL

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