How does Sinch Contact Center integrate with SAP Service Cloud (C4C)?

[John_Burton]

The Sinch Contact Center Communication Panel user interface can be embedded in SAP C4C Live Activity view, supporting the following features:

• Automatic customer identification and screen pop of customer details
• Automatic retrieval of customer history (including previous chat/sms/social media messenger conversations)
• Ability to fallback to a live agent if chatbot is unable to resolve customer query
• Click-to-call functionality
• Ticket handling, the ticket ID and additional information are displayed in the notification area in C4C, and the agent has an option to open the ticket in C4C
• Ability for agents to join and leave queues, change status, go on break, logout, etc.
• Ability to view daily statistics.

Click here to learn more about Sinch Contact Center.