What is SAP Cloud for Customer's CTI call center solution?

This article introduces SAP Cloud for Customer's CTI call center solution, which is very detailed. Interested friends can use it for reference. I hope it will be helpful to you.

A colleague asked title's question and the answer is as follows:

(1) inbound calls are implemented using a parameterized URL passed from the client application to the SAP Hybris Cloud for Customer CTI client adapter. This allows data for call connections to be displayed in the Live Activity pane of the solution.

(2) outbound calls are achieved by using DLL, which passes dialed phone numbers from SAP Hybris Cloud for Customer to your CTI solution and contains the necessary dialing logic.

From CPO:

In C4C, we have adopted a general CTI integration method, which can be used to integrate with any CTI vendor (such as Genesys, Avaya, Cisco, InContact, etc.). Although we provide out-of-the-box integration with SAP contact centers, integration with other CTI vendors is done through SI partners. Integration with CTI vendors typically requires small enhancements to softphones to push call information to C4C UI. The accompanying blog provides more details: the new feature in 1702-SAP Hybris Cloud for customers-call center integration in RUI.

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