New: Embedded Telephony Integration SAP C4C

Fantastic news for all SAP C4C users! Discover the next generation of integrations that empowers you to manage all your customer interactions directly from your trusted CRM system. Our brand new embedded integration for SAP Cloud for Customer is now available and seamlessly compatible with more than 85 different telephony platforms. Experience the power of the Bubble integration tool, now fully embedded within SAP C4C.

SAP C4C Embedded App

This integration ensures that all relevant customer information is instantly displayed during a phone call. From the overview that appears, which can also be fully customized to the user's preferences, you can immediately perform the desired action. In addition to CRM-specific buttons, a variety of useful standard buttons are available, such as the custom action, email, callback request, WhatsApp, or Microsoft Teams Chat button. Once the call ends, a call log, optionally including a call note, is saved under the customer profile in SAP C4C. What makes it even more convenient is that it is not a separate pop-up, but fully embedded within SAP C4C. Do you use other apps as well? No problem. You can even display CRM information or buttons from other applications in the SAP C4C notification.

SearchBar

But there's more! In addition to the pop-up notification shown during a phone call, you can also search through all your SAP C4C contacts in the SearchBar, optionally combined with contacts from other sources. From the search results, you can perform a variety of actions, such as:

• Initiate an outgoing phone call
• Send a WhatsApp message
• Send a Microsoft Teams chat message
• Send an email
• Open the call history
• Open the contact in SAP C4C
  

Outgoing Calls

SAP C4C doesn’t (yet) support click-to-dial functionality via Bubble itself — but no worries! You can still use this feature through the Bubble SearchBar, as explained above. Prefer to enter a phone number manually? That’s just as easy. Simply type the number into the SearchBar, and a call button will automatically appear for you!

Call Control

In the embedded pop-up notification, full call control is available (as long as your telephony platform supports it), allowing you to manage your desk phone, softphone, or other devices directly from the notification. The following actions are supported:

• Answer call 
• Ending a call
• Put call on hold
• Transfer call attended
• Transfer call unattended

If your telephony platform supports limited call control (such as only answering and ending calls), only the buttons that you can actually use will be displayed in the pop-up notification. If no call control is available for your telephony platform, the call control option will not appear in the pop-up notification. Click here for more information about the supported telephony platforms.

Multi-result

If multiple results are found for the caller's phone number, you can use the arrow buttons (located below the action buttons) to scroll through the results. If you'd like to control which contact is shown first, you can configure this in the settings panel using the advanced filtering options.

Call Waiting

If you receive additional calls while already on a phone call, those calls will appear at the bottom of the pop-up notification, allowing you to easily switch between them with a simple mouse click.

Call History Caller

If you want to see which colleague last spoke with the caller during a phone call, you can click to open the call history.

Personal Call History

Based on your personal call history, you can start a phone call directly by clicking on a phone number. By clicking on the timeline, a pop-up notification will appear with all the relevant information associated with that phone number.

Call Logging

Each conversation is automatically recorded in the activity log of the customer profile (see 1). Would you like to add a call note to the call log as well? Simply click the button in the pop-up to open the call notes window in SAP C4C (see 2).

Callback Request

After ending the call (and if you haven’t closed the notification), you can easily reopen the pop-up notification of your most recent phone call. Then, if desired, you can reinitiate the call with a simple mouse click using the redial button.

Customer data

When developing our applications, we maintain the vision that customer data must be accessed in a responsible way. For us, there is then only one way possible; real-time communication with the CRM and not storing customer data from the CRM outside the CRM application itself. This way, customers and partners keep track of where their CRM data is and there is no additional risk of a data leak. As this is unfortunately not the standard in the world of integrations and we still see data being synced to storage sources outside the CRM, a Red Cactus partner therefore has a huge competitive advantage in this area too with customers who want to handle CRM data carefully and responsibly.

Free Trials

Red Cactus partners have another big advantage as they can offer customers a test licence for 30 days/ max 5 users with which customers can test for free. 

Migrate in a few clicks

Are you or your customer already using the Bubble Desktop application in combination with SAP C4C. The migration from the Bubble desktop pop-up notification to the embedded pop-up in SAP C4C follows a clear step-by-step plan. This guide is available in our knowledge base and walks you through a smooth transition. After the migration, the user logs in with their Bubble account in the Bubble 365 App. If desired, personal preferences can be adjusted, and everything will then be ready for use. The configuration of the Bubble Desktop application remains intact, so nothing changes. Only the application where the notification appears is different, which is now SAP C4C. Please note that your Bubble version must be up to date, at least version 3.52, and don’t forget to disable the pop-up notification from the Bubble Desktop application itself. Of course, you can also combine the Bubble365 Embedded app with Bubble Cloud so you no longer need any desktop software.

More Information

Want to learn more about the Bubble365 app for SAP C4C? Check out the service description on the Marketplace or view the technical guide in our knowledge base (please note: login required).