Integration to SAP CRM and S/4HANA

Communication Panel can be integrated to SAP CRM and S/4HANA.

Integration enables contact handling in both Communication Panel and the Interaction Center in either SAP CRM or S/4HANA. The supported channels are phone call, chat, action item, email and any other channel that can be converted to email, also multi-chat (handling several chat discussions simultaneously) is supported.

Customers are identified through used phone numbers and email addresses, and all contact events are stored in SAP CRM or S/4HANA as customer interactions.

With Communication Panel you can:

• Manage your logins to contact queues you are entitled to, see Join and Leave Queues.

• Manage your presence/absence status with profiles, see Select Presence Profile.

• View daily statistics and the current situation in contact queues, see Daily Statistics.