SAP Service Cloud Meets Microsoft Teams: Teams-Hotline and Seamless Ticket Creation
Leverage your new or existing Microsoft Teams infrastructure to accept calls in SAP Service Cloud for customer service or user helpdesk scenarios (CTI) with automatic customer determination and immediate view on caller history without any sweat.
Overview
Transfer Inbound Calls
Transfers inbound phone calls into Live Engagement Center of SAP Service Cloud and respond immediately to customer inquiries with appropriate context information
Identify Callers Automatically
Identify accounts and contacts based on caller ID - no manual lookups needed. Get a quick overview of the last activities in the caller history and respond quickly to inbound inquiries.
Collect Call Notes
Collect call notes for identified caller or contact without any indirection. Transfer call notes directly to a newly created service ticket if customer inquiry demands closer elaboration
Details
Solution type
Extensions and Add-ons
Industry
Cross-Industry
Compatibility
Works with
Features
Inbound Call Notification
Get notified about incoming calls directly in SAP Sales Cloud and decide on how to respond to the call without leaving your current context to make the most of the capabilities of your current working environment
Automatic Customer or Contact Determination
Let the system select the corresponding customer or contact of the inbound caller ID for you. No copy & paste of the caller ID or manual search action needed anymore.
Customer and Contact History
Get an overview of the past activities with the same customer contact for easy follow up and better customer service. Customers appreciate being picked up where the last calls ended.
