A more valuable & cost-efficient customer experience
The Smart Connector for SAP Customer Experience automates and delivers phone calls, emails and chats to agents in a comprehensive UI, boosting agent productivity, enriching CRM data with CTI KPIs & collects it all in one place, designed and built to solve real customer needs
Benefits
Integrate the Genesys CTI 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 CTI 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 freeing the data flow between Genesys and SAP Customer Experience
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 Embeddable Framework" that is embedded directly inside the SAP UI.
Handling Genesys chats in SAP Customer Experience
Managing Genesys chats inside SAP Customer Experience. All the expected chat controls are available inside the "Genesys Embeddable Framework" that is embedded directly inside the SAP UI.
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.
Plans and pricing
All plans include:
Free trial
All the integration features are available in the free trial too for a limited amount of time.
Includes 5 User For 30 DaysFree- Maximum contract 30 days
All the integration features are available in the free trial too for a limited amount of time.
Includes 5 User Named Users Edition
This version contains all the integration features described above. Price is for Named User
Per MonthEUR 13.50- + EUR 3780.00 Setup Fee
- EUR per User
- Minimum contract 1 month
This version contains all the integration features described above. Price is for Named User
Named Users Edition
This version contains all the integration features described above. Price is for Named User
Per MonthEUR 18.00- + EUR 3780.00 Setup Fee
- EUR per User
This version contains all the integration features described above. Price is for Named User
Customer reviews
Technical Information
| Solution type | Extensions and Add-ons |
| Category | Customer Service |
| Industry | Cross-Industry, Utilities, Banking, Telecommunications, Travel and Transportation |
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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.
| Deployment |
Cloud Solution This product is designed to be delivered over a network as a cloud service. |
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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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Resources
Demo video
Marketing Brochure
Publisher
SOFTPHONE SRL
Softphone is a leading Contact Center Solutions Developer & System Integrator specialized in Genesys solutions. With more than fifteen years of experience in Genesys products, Softphone is the right partner to tackle any Contact Center Project.
