Unify customer interactions across channels for better service (UCCE, UCCX PCCE)
Within SAP Sales Cloud and SAP Service Cloud, agents can manage voice, chat, and email in one place without switching tools. AI support suggests next-best actions and knowledge articles, while an embedded WebRTC phone and unified history ensure consistent customer experiences.
Overview
Deliver faster, smarter service using AI assistance
Within SAP Sales Cloud and SAP Service Cloud, AI assistance helps agents resolve customer issues faster and more accurately. By providing real-time recommendations, insights, and automated workflows, it enhances service quality, reduces handling time, and improves overall customer satisfaction.
Increase agent efficiency with built-in calling tools
Within SAP Sales Cloud and SAP Service Cloud, integrated browser-based calling empowers agents to manage customer conversations, without relying on physical phones or external applications. This improves productivity, reduces operational costs, and simplifies IT maintenance.
Manage all customer channels in one place
Handle customer conversations on WhatsApp, SMS, Facebook Messenger, Telegram, Viber, and other channels while keeping full history and context within SAP Sales Cloud and SAP Service Cloud. Agents can switch between voice and digital channels with synchronized records.
Details
Solution type
Extensions and Add-ons
Industry
Cross-Industry, Banking, Public Sector, Healthcare, Telecommunications
Compatibility
Works with
Features
Initiate conversations, view account details, and control agent states
When a conversation begins, the customer account automatically appears, enabling agents to manage interactions across channels from their desktop. Agents can sync their status with Expertflow CTI, switching between “ready to take calls” and “not ready” to improve responsiveness and efficiency.
Support agents with AI-powered assistance
Agents receive real-time AI-generated support for both calls and chats. The solution provides next-best action recommendations, surfaces relevant knowledge content, transcribes and translates live conversations, and streamlines wrap-up with both manual and automated options.
Manage calls through a dynamic CTI toolbar
The dynamic computer telephony integration (CTI) toolbar adjusts to each call state, allowing agents to answer calls, place them on hold, resume or end conversations, transfer using consultative or blind options, and start conference calls, all within a single interface.
Plans and pricing
Enterprise Edition
Support agents with AI-generated assistance
Make calls directly through an embedded WebRTC phone
Manage all customer channels in one place
Connect agents with experts through Microsoft Teams
Extend SAP with a full CTI suite that integrates wtih Cisco (UCCE, UCCX, PCCE).
Delivers real-time AI assistance for SAP Sales Cloud and SAP Service Cloud.
Supports multi-channels, and enables Microsoft Teams escalation for SAP Sales Cloud and SAP Service Cloud.
- Minimum contract 1 year
Support agents with AI-generated assistance
Make calls directly through an embedded WebRTC phone
Manage all customer channels in one place
Connect agents with experts through Microsoft Teams
Extend SAP with a full CTI suite that integrates wtih Cisco (UCCE, UCCX, PCCE).
Delivers real-time AI assistance for SAP Sales Cloud and SAP Service Cloud.
Supports multi-channels, and enables Microsoft Teams escalation for SAP Sales Cloud and SAP Service Cloud.
