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Community Manager

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

Shahzad Ismail
Head of Knowledge Management and Community Engagement, Sinch
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Re: How does SAP Contact Center 365 integrate with SAP Service Cloud (C4C)?

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.


John Burton, Senior Director Product Management
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