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
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.
Plans and pricing
Standard
Support agents with AI-generated assistance.
Make calls directly through an embedded WebRTC phone
Manage all customer channels in one place
Connect agents with experts through Microsoft Teams
Manage all interactions in one place with SAP Sales Cloud and SAP Service Cloud.
Handle interactions with AI agent Assistance.
Supports multi-channels, and enables Microsoft Teams escalation for SAP Sales Cloud and SAP Service Cloud
- Minimum contract 2 years
Support agents with AI-generated assistance.
Make calls directly through an embedded WebRTC phone
Manage all customer channels in one place
Connect agents with experts through Microsoft Teams
Manage all interactions in one place with SAP Sales Cloud and SAP Service Cloud.
Handle interactions with AI agent Assistance.
Supports multi-channels, and enables Microsoft Teams escalation for SAP Sales Cloud and SAP Service Cloud
Technical Information
| Solution type | Extensions and Add-ons |
| Category | CRM and Customer Experience |
| Industry | Education and Research, Banking, Healthcare, Telecommunications |
| Works with |
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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 |
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| Globalization |
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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.
| Security |
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| Compliance |
ISO 27001 (Information Security Management) This product meets the standards for information security management specified by ISO 27001. |
| 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
Business Features Video
User Guide
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.
