SAP INTEGRATION FOR UNIFIED CONTACT CHANNELS
BeInContact’s SAP integration equips your contact center with a robust routing engine, centralizing every communication channel into one easy-to-use interface, to develop the most suitable communication strategy for your company.
In this way, the platform permits agents to deal with connected contact channels without switching between applications, so operators gain instant access to complete customer information, streamlining daily workflows and improving the quality of every connection.
SAP INTEGRATION PLATFORM: CTI PHONE BAR & AGENT DESKTOP
Among the most flexible SAP Integration solutions available, BeInContact combines full Agent Desktop functionality with real-time access to all data stored in SAP. Through native API connectivity, the SAP embeds directly into the CTI Phone Bar, enabling agents to handle inbound and outbound interactions across all channels while viewing complete customer records in context.
Easily implement all these features thanks to the native connector, without the need for coding or development skills.
SAP SYSTEM INTEGRATION FOR REPORTING
Thanks to the native capabilities of BeInContact, it is possible to transmit all the data relating to the interactions managed directly within SAP, in order to have all the information regarding customer contacts and related assistance requests available in a single database.
At the close of each interaction — across every configured channel — BeInContact passes all relevant parameters directly into SAP CRM objects: interaction duration, type, channel, outcome, queue and wait times, IVR selections, and more. Supervisors and team leaders can then access these service metrics directly from their dashboards, turning raw operational data into actionable quality insights.
CRM INTEGRATIONS
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