Improving CX with Amazon Connect & SAP Service Cloud Integration

Eduardo Picado
Eduardo Picado
Senior Consultant

Table of Contents


As businesses look to improve customer experience continuously, integrating different platforms to provide a seamless and efficient service has become essential. In one of our projects, we created an integration between Amazon Connect and SAP Service Cloud (C4C) via its add-on Agent Console, which we will discuss in this article.

Amazon Connect & SAP Service Cloud - A Complementary Match

By integrating Amazon Connect with SAP Service Cloud, we can combine two powerful products that complement each other. Amazon Connect provides a cloud-based contact centre solution that is easy to use, highly scalable and provides real-time analytics.

Moreover, it offers innovative Machine Learning-Powered features like Contact Lens, Voice ID, Wisdom and endless possibilities for extensions by using other AWS services. On the other hand, SAP C4C provides a comprehensive view of customer data across multiple channels, empowering agents with the context they need to provide excellent customer support.

Integration Benefits

Through this widget-based integration, we bring the power of Amazon Connect to the SAP Service Cloud agent console, allowing agents to trigger calls (click-to-call), receive them and receive chats – all within the familiar SAP Service Cloud interface with native notifications and automatic switch of customer’s context. This solution streamlines the agent’s work, improves efficiency and productivity and provides a better experience for the customer.

With this integration, businesses can expect to benefit from the following:

  • Comprehensive customer data: Agents can access a complete view of customer data, including recordings, transcripts and summaries of previous interactions, purchases and preferences, enabling them to personalise support and provide a seamless experience.
  • Improved agent efficiency: Agents can access customer data quickly and efficiently, reducing handling time and improving the overall speed of service.
  • Better customer satisfaction: By providing personalised support and quick resolution times, customers are more likely to be satisfied with their experience and remain loyal to the business.

We look forward to offering this integration to our customers and seeing the positive impact it will have on their customers. Please get in touch with us if you have any questions or would like to learn more.

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