CTI Luware
Connects people, systems and prozesses.
You have Luware for your Computer Telephony Integration (CTI). This is not connected to your Sales & Service Cloud. This means that you do not have direct access to the master data and call history.
Call notes are traditionally recorded on paper and only maintained in the CRM after the call has finished. Incoming calls without an appointment are challenging because neither a short preparation before the call is possible nor a 360° view of the customer is available to support this. Although the CRM is used as a data source for outbound calls, telephone numbers are still entered manually in the phone number field.
Make calls directly from SAP Sales & Service Cloud with CTI Luware. Our OwnIP extends the functionalities of your existing contact center solution, enabling effective 360° customer service.
- Start incoming /outgoing calls directly in the Sales & Service Cloud
- See at a glance which contacts were called or have called recently
- Start calls directly from the contact or from the history
- Access the Customer Hub with an overview of the customer, contact person and contact history
- Maintain call information directly on the activity
