Web Agent for SAP C4C

Note Additional Anywhere365 WebAgent and CTI Integration license required.

Introduction

Anywhere365 Web Agent turns your SAP C4C into a powerful tool for contact center agents. Nested inside the interface, the Web Agent provides users with cloud-based omni-channel contact center functionality without having to move between applications. Agents can receive and send calls, chats, emails and video all from within their SAP C4C client.

Customer information for inbound and outbound interactions are automatically displayed and directly linked to their CRM record. The Anywhere365 Timeline shows the entire customer journey from initial contact to closing, including interactions transferred outside the contact center, and logs the information in SAP C4C. Agents enjoy efficiency gains and provide greater customer service through an immediate and complete view of the caller’s information in a single pane of glass.

Anywhere365 Web Agent runs in the Azure cloud and can utilize the SAP C4C Application to integrate with the SAP C4C Interface. This provides the CRM client with the ability to integrate with rich Anywhere365 contact center and dialogue management capabilities for agents and supervisors. Anywhere365 Web Agent supports on-premises for Skype for Business, Office365 (Cloud PBX), Microsoft Teams and WebRTC voice.

Features Values

Note: Some features are only available with the corresponding license, this is indicated by one of the following icons. If no icon is shown, the feature applies to all mentioned licenses below. (Not applicable for basic queue or reception ucc)

Workgroup