Configuring Phone Communication in SAP Service Cloud

Objectives

After completing this lesson, you will be able to:

  • Configure SAP Service Cloud to make and receive phone calls at the initial set up

Phone Communication

Figure: SAP Service Cloud - Live Activity Center

SAP Service Cloud allows your customers to communicate with service agents through a number of channels, some of which are built in and some of which allow integration with third-party tools. This includes, but isn't limited to: 

  • Phone communication through Live Activity Center 
  • Self-service support 
  • Social media 
  • E-mail 
  • Chat  
  • SMS 

Configuring the system to make and receive phone calls is an essential part of setting up the SAP Service Cloud for effective customer service. This functionality allows customer service representatives to interact with customers directly through the system, thereby streamlining communication and improving response times. 

Live Activity Center 

The example below shows the usage of the Live Activity Center in managing inbound and outbound calls with Computer Telephony Integration (CTI). This feature is an interface that allows you to easily view the contact information for incoming phone calls, as long as the incoming phone number matches one of your contacts. This makes the job of the service agent easier because they don't have to search for the contact or account while they are on the phone; it automatically pops up on their screen. 

Figure: Live Activity Center - Phone Call

This lesson will provide the step-by-step process on how to configure your SAP Service Cloud to enable inbound and outbound phone calls. It will cover everything from setting up the communication infrastructure to adjusting the necessary settings within the SAP Service Cloud.  

 

Computer Telephony Integration (CTI)

Computer Telephony Integration or CTI, refers to the convergence of telecommunication systems and information technology. It involves combining and managing various communication devices and software applications to improve business processes and enable more effective communication. The CTI communication process integrated with the SAP Service Cloud application involves the following key elements: 

Data Collection/Call Control 

Customer identification via usage of the phone number.  

Screen Display

  • When a call is received, the CTI system can display relevant customer information on the user's screen. 
  • This ensures that the user has immediate access to the caller's details, improving efficiency and customer service. 

Call Logging

  • CTI systems can automatically log details of incoming and outgoing calls, including call duration, time of call, and other relevant information. 
  • Call logs help in tracking communication activities and maintaining a record of interactions. 

SAP Service Cloud Integration

  • Integration with SAP Service Cloud allows for a seamless exchange of information between telephony and customer data. 
  • This integration enhances customer service by providing agents with a holistic view of customer information during calls. 

Overall, the CTI communication process aims to enhance communication efficiency and improve customer interactions. 

Computer Telephony Integration (CTI) Phone Communication Process

Figure: Computer Telephony Integration (CTI) Phone Communication Process

The CTI Desktop Client sends the phone event, such as a call, to the Live Activity Center through the CTI Client Adapter. The Live Activity Center looks up the customer or ticket using the data received and allows the creation of a new customer or ticket. In addition to voice communication, attached data can be captured through interactive voice response (IVR), and associated with the call as well. 

 

If we assume that the CTI client is already set up with the organization's phone system, then the steps to configure CTI are as follows: 

  1. Enable CTI for the SAP Service Cloud system, 
  2. Give service agents visibility to the Live Activity Center, 
  3. Add the SAP CTI Adapter. 

Configuring Phone Communication in SAP Service Cloud 

Watch the following video below to guide you through how to set up SAP Service Cloud to handle phone calls.  

Summary steps

With the configuration of the CTI steps, you have enabled the integration of phone communication with SAP Service Cloud. Here is a summary of the steps. 

1. Enable CTI for the SAP Service Cloud system by selecting the question 'Do you want to support Computer Telephony Integration (CTI)?

2. Give service agents visibility to the Live Activity Center 

3. Add the SAP CTI Adapter 

Lesson Summary

In this lesson, you configured SAP Service Cloud to set up phone calls at the initial set up. In the next lesson, you will configure SAP Service Cloud to receive e-mails. 

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