Unified Customer Engagement with SAP CRM and Genesys Cloud
Within SAP Sales Cloud and SAP Service Cloud, agents can handle voice, chat, and email interactions from a single interface. AI-driven insights guide agents with next-best actions and relevant information, while integrated voice controls and a unified conversation history deliver a consistent customer experience.
Overview
Enhance agent productivity with AI-powered insights
Use AI capabilities within SAP Sales Cloud and SAP Service Cloud to help agents work more efficiently. Real-time recommendations, contextual knowledge, live conversation summaries, and automated follow-ups enable agents to resolve issues faster and deliver more personalized customer experiences.
Increase agent efficiency with built-in calling tools
Enable agents to handle customer interactions directly from the CRM through embedded browser-based calling in SAP Sales Cloud and SAP Service Cloud. This eliminates the need for physical phones or external applications, enhancing productivity, reducing operational costs, and simplifying IT management.
Simplify omnichannel customer engagement
Agents can manage customer interactions across voice and digital channels within SAP Sales Cloud and SAP Service Cloud. Complete conversation history and context remain visible within SAP, enabling agents to seamlessly switch between channels while maintaining synchronized records and customer context.
Details
Solution type
Extensions and Add-ons
Industry
Education and Research, Banking, Healthcare, Telecommunications
Compatibility
Works with
This product is compatible with or enhances the functionality of these SAP solutions but doesn't require them.
Features
Start conversations and view accounts and agent statuses
Enable instant screen pops with full customer history inside the SAP application. Agents automatically sync their statuses across voice and digital channels, eliminating the need to switch between applications.
Enhance customer interactions with AI agent assistance
Agents receive live AI-powered call support with suggested actions, instant knowledge base articles, and real-time transcription and translation—ensuring faster, accurate resolutions.
Manage contact center call controls.
The embedded computer telephony integration toolbar in SAP Sales Cloud and SAP Service Cloud provides call control options such as accept, hold, resume, end, transfer, and conference directly within the application.
Handle multichannel and chat switching
An agent can handle multiple conversations across various channels such as voice, video, WhatsApp, SMS, Facebook Messenger, Viber, Telegram or Telegram with a unified interaction history, including recordings and transcriptions.
Connect with experts and use an embedded web phone
Agents consult or transfer calls to non-contact center experts on Microsoft Teams, facilitating smooth handoffs and expert collaboration directly within SAP Sales Cloud and SAP Service Cloud.
