We wish to perform a CTI integration with SAP CRM and make it possible for our users to use both the platforms hassle-free and without switching screens.
Features we are looking for:
1. Click-to-call: Place calls from within SAP CRM by clicking on any phone number, saving time and improving call efficiency.
2. Screen Pop: Inbound and outbound calls trigger screen pops with the information of the opposite party so agents can deliver highly personalized customer experiences with every call.
3. Call Logging and Add Notes: For every call that is made or receive automatically generates a call log activity record and agents can quickly add notes. Can anybody please share some documents, process to do the same that covers the entire scenario and methodology of implementation to do the same? Any help is appreciated. Thanks