Integrate CISCO systems with SAP (Telephone and Multichannel Middleware)

LinkThat CUBE connects your CISCO telephony systems to SAP Sales Cloud, SAP Service Cloud, SAP C/4HANA, SAP ERP and SAP S/4HANA. Increase your Contact Center performance with Customer Recognition for Calls, AI Support in Realtime, an Omnichannel Softphone, and seamless & integrated communication in all systems.

By YouCon EDV-Dienstleistungs GmbH

Overview

360 degree customer view

The complete contact history for all channels gives you the perfect overview of your interactions. See all phone, mail, chat, social media conversations in once place. This increases customer satisfaction and loyalty.

Reduce the duration and cost of interactions

The goal of LinkThat is to make service and sales request as efficient as possible. With intelligent routing, seamless integration for less interfaces, and AI live support your agents are able to help everyone as fast as possible.

Better customer experiences with AI

LinkThat CUBE enables you to use a range of AI features: Live support during phone calls, sentiment analysis for analysis and automatic call routing all help you provide a better experience to your customers.

Details

Solution type

Extensions and Add-ons

Industry

Cross-Industry, Banking, Professional Services, Public Sector, Insurance

Compatibility

Works with

This product is compatible with or enhances the functionality of these SAP solutions but doesn't require them.
SAP CRM MarketingSAP ERP Order StatusSAP CRM SalesShow more

Features

CTI: CISCO call & queue handling in SAP Sales Cloud, Service Cloud, C/4HANA, ERP

See who is calling, pick up inside the SAP window, forward customer data to colleagues & much more. With CTI functions, you have full control directly in SAP Sales Cloud, SAP Service Cloud, SAP C/4HANA, SAP ERP and SAP S/4HANA.

CTI: CISCO call & queue handling in SAP Sales Cloud, Service Cloud, C/4HANA, ERP
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Realtime AI support: Keyword Spotting

The realtime AI of LinkThat CUBE understands the caller and agent. If pre-defined topics are mentioned, helpful suggestions appear in the Softphone. Benefit from links, automatically fetched data, pre-filled tickets and much more.

Realtime AI support: Keyword Spotting
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Omnichannel Softphone

Access all channels within the SAP interface with the LinkThat Softphone: Accept calls, reply to chats and social media requests, and receive new emails with an alert. The presence status is synchronized, so each channels knows what you are working on.

Omnichannel Softphone
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Plans and pricing

All plans include:

  • CTI Integration: CISCO telephony & call control with all functions
  • Customer recognition, click-to-call, call logs & automatic contact history, many more CRM features
  • LinkThat Softphone with Omnichannel Support: Telephony, chat, email, social media
  • Dashboard, Monitoring, Reporting
  • 5 x 8 hour support, fast reaction times

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  • All features as listed under "Plans and Pricing"

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Technical Information

Technical details

Solution type Extensions and Add-ons
Category Customer Service
Industry Cross-Industry, Banking, Professional Services, Public Sector, Insurance
Works with
  • SAP CRM Marketing
  • SAP ERP Order Status
  • SAP CRM Sales
  • SAP CRM Service
  • SAP Cloud for Customer core applications

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
  • Integrates with SAP Cloud solutions This product integrates with SAP cloud solutions using standard SAP-approved interfaces and APIs.
  • 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.
  • User Assistance provided Assistance is provided to enable all target users to install configure, and use the solution.
  • Deployed on server This product is an on-premise/hosted solution designed to be downloaded and deployed on a server.
Globalization
  • Internationalized for global customers This product has been internationalized to meet the needs of global customers (e.g. the use of Unicode).
  • Localized for business best practices This product has been localized to incorporate local business best practices (e.g. support for local currencies).
  • 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.
  • Auditable logging and tracing This product offers auditable logging and tracing capabilities to aid in debugging and troubleshooting.
  • Meets recommended support levels This product meets SAP Store-recommended standards for support levels and turnarounds.
  • Meets SAP Store recommended Service Levels This product meets SAP Store-recommended service levels.
  • 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.
  • 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.
  • Meets recommended data lifecycle management standards This product meets SAP Store-recommended standards for data lifecycle management and data destruction.

Security and compliance

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.

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.
  • Secured with configurable authentication policies This product has been designed for enhanced security by offering configurable authentication policies.
Compliance
  • Functional correctness This product has been tested for functional correctness using real-life business scenarios of customers.
  • EU data privacy This product complies with European Union requirements for data privacy.
  • Open source attribution This product complies with the fulfillment of notice and attribution requirements for open source products.
  • Open source representations, warranties, and support This product complies with the representations, warranties, and support requirements for open source and freeware products.
  • 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

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Resources

LinkThat CUBE Product Page

LinkThat CUBE - Flyer

Demo Video - CRM Integration

Publisher

More solutions provided by YouCon EDV-Dienstleistungs GmbH

products

2001016417,2002000401,2002000600

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Ask publisher

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Contact the publisher for further details

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