Access contact center features directly in SAP Customer Experience
Extend SAP Sales Cloud and SAP Service Cloud with Expertflow’s omnichannel contact center. Handle high volumes of calls, chat, social, email, and video; empower agents with CTI and AI assistance; deploy multilingual bots; and optimize service with Quality Assurance (QA) and Workforce Management (WFM).
Overview
Improve agent efficiency with real-time AI guidance
Use AI assistance in SAP Sales Cloud and SAP Service Cloud to boost agent performance. Agents receive real-time suggestions, relevant knowledge articles, live transcription, translation, and automated wrap-up support—making every interaction faster and more accurate.
Make and receive calls directly in your browser
Use a WebRTC-powered softphone embedded in SAP to handle calls without physical phones or external installations. Agents can work from anywhere with only a browser, ensuring simpler setup and lower costs.
Unify all digital and voice interactions
Manage customer conversations across WhatsApp, SMS, Facebook Messenger, Telegram, Viber, and more—with complete history and context visible inside SAP Sales Cloud and SAP Service Cloud. Agents can seamlessly switch between channels while keeping status and records in sync.
Details
Solution Type
Extensions and Add-ons
Industry
Cross-Industry, Banking, Public Sector, Healthcare, Telecommunications
Compatibility
Works with
Features
Start conversations, view account popups, and manage agent states
When a conversation starts, the customer account pops up, enabling agents to manage interactions across channels from their desktop. Agents can log in to Cloud Contact Center, automatically sync their status with SAP CRM, and toggle between “Ready” to take calls or “Not Ready” for a break.
Enhance customer interactions with AI agent assistance
Agents receive real-time AI-powered call assistance with smart action recommendations, instant knowledge base links, and live transcription and translation ensuring faster resolutions and consistent service across all customer interactions.
Manage calls with smart controls
A dynamic computer telephony integration (CTI) toolbar adapts to call states, enabling agents to accept calls, place calls on hold, resume or end conversations, transfer calls using consultative or blind options, and initiate conference calls—all from one interface.
Plans and pricing
Standard Edition
AI-powered agent assistance
Embedded WebRTC webphone
Unified digital channel handling
Expert transfer to Microsoft Teams
Manage all interactions in one place with SAP Sales Cloud and SAP Service Cloud.
Handle interactions with AI agent Assistance.
Handle voice, video, chat, and social channels within SAP Sales Cloud and SAP Service Cloud.
- Minimum contract 1 year
- Has prerequisite
AI-powered agent assistance
Embedded WebRTC webphone
Unified digital channel handling
Expert transfer to Microsoft Teams
Manage all interactions in one place with SAP Sales Cloud and SAP Service Cloud.
Handle interactions with AI agent Assistance.
Handle voice, video, chat, and social channels within SAP Sales Cloud and SAP Service Cloud.
Technical Information
| Solution Type | Extensions and Add-ons |
| Category | Customer Service |
| Industry | Cross-Industry, Banking, Public Sector, Healthcare, Telecommunications |
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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.
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| Operations |
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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.
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| Compliance |
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| 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. |
Resources
Demo Video
Business Features
Deployment Guide
Publisher
Expertflow GmbH
Expertflow delivers customer engagement solutions by integrating Cisco contact center platforms with CRMs, chatbots, and digital channels. Its offerings enhance agent productivity with embedded call controls, multichannel management, and AI assistance within SAP.
