SAP Integration with the Interactive Intelligence Platform
The SAP connector integrates Interaction Client into SAP. We now offer "phone-only" with SAPphone, or ICI which is multimedia: phone, email, web chat and action items (generic objects).
Features:
- Configurable Screen Pop: The base connector is built so that it can send information gathered about a call by the Interaction Center to the SAPphone Layer. SAP can be configured to branch to different application functions.
- Agent Status: Ability to display agent status in Interaction Center is displayed in SAP.
- Agent Login: The Agent will be able to have any number of calls in progress.
- Call Controls: Pickup Call - Drop Call - Make Call - Place on Hold - Consult Transfer – Conference - Blind Transfer
One application allows us to handle all media types in the same place. Server side installation means no individual installations – reduced deployment time and costs. The connector is dependent upon the business process of the client.