Microsoft Teams Integration for SAP Service Cloud
Task Management made simple
  • Streamline task synchronization
  • Minimize manual efforts
  • Turbocharge productivity with a seamless integration
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New to CTI?
You're looking for

Fast SAP call connection
No hardware or IT complexity. Just seamless Microsoft Teams integration.
Unified customer conversation tool
One workspace, no platform switching.
Scalable business solution
Add hotlines, users, or regions without rebuilding.
Already Have a Solution?
You're struggling with...
Costly outdated hardware
Your rigid legacy system is expensive and inefficient.
Disconnected tools
SAP, telephony, and Teams don't sync, hurting agent efficiency.
Poor call routing
Misdirected calls damage customer experience and KPIs.
Stop juggling tools!
Boost your team's productivity with our native integration, enabling efficient customer call management in SAP Service Cloud through Microsoft Teams' context-rich communication platform.
Key Features
Automated Call Handling
Seamless pickup of incoming calls via integrated CTI solution, using one or multiple hotline numbers.
Smart Call Routing
Calls directed to available agents based on realtime availability based on SAP CTI Widget login and MS Teams status.
Outbound Calling
Agents can initiate outbound calls using available service numbers directly within MS Teams.
End-to-End Integration
Full integration with SAP Live Activity Center and Agent Desktop for streamlined operations.
Intelligent Routing Options
Configurable dial-through routing based on caller input. Priority and skill-based routing are available upon request
Automated Greetings & Guidance
Welcome callers with a personalized touch - our pre-recorded messages play back custom greetings, navigation prompts, and farewell messages to provide a frictionless caller interaction.
Key Features & Business Benefits
Automatic Caller Identification
Identify customers instantly via caller ID without manual lookups. See recent interaction history immediately.
Real-Time Call Note Capture
Document conversations seamlessly with automatic transfer to service tickets as needed.
One-Click Ticket Creation
Create tickets instantly with all caller data and notes auto-populated.
Scalable Cloud Infrastructure
Native Microsoft Azure platform ensures easy maintenance, cost efficiency, and high scalability.
How It Works
1
1
Incoming Call
Customer calls your service hotline number integrated with Microsoft Teams.
2
2
Automatic Routing
Call is directed to available service agents based on real-time availability.
3
3
Customer Identification
System automatically identifies the caller and displays their history.
4
4
Service Delivery
Agent handles the call with full context and can create tickets with one click.
Implementation Process
1
Deployment Preparation
Initial contact between Reply experts and customer's Azure/SAP teams to assess strategy and outline deployment process.
2
Supported Preparation
Customer executes preparation plan with technical guidance from Reply experts.
3
Deployment & Monitoring
Solution deployment through collaborative implementation, followed by functionality testing and ongoing support.
Frequently Asked Questions
đŸ€– Do we need to purchase Azure Bot Service and Teams Bots?
No, both services are completely free and do not require additional licensing. However, the outgoing call feature requires additional licenses per service number.
🔒 Why host the solution in our Azure system?
Since management of service agents is handled through users of your Azure tenant, it makes sense to host the solution there. This also protects sensitive service agent user data.
🌐 Is SAP Service Cloud V2 supported?
Yes, the solution supports SAP Service Cloud V2 via the "Desktop Agent" feature, which is the standard for Service Cloud V2 CTI integrations.
📞 Are service agents directly callable through your solution?
Service agents are not directly callable via phone, but you can route incoming calls to specific agents using customer rules.
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Ready to connect your tools and empower your teams?
Schedule Demo
See the integration in action with a personalized demonstration tailored to your specific use cases.
Quick Start Program
Get a pilot implementation running in your test environment within days, not months.
Contact Our Expert
Thomas Nowak
SAP-Teams Integration & Retail Solutions Expert
Connect
Find our specialist on LinkedIn for updates and insights.

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