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.
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.
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:
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.