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CTI Integration Teams or Twilio Real-time
Engage CTI

Real-time caller context Right inside SSCV2!

Engage CTI brings your telephony into the Agent Desktop: through Microsoft Teams Phone or right in the browser via Twilio. The caller is identified before you pick up, and every call is logged in SSCV2.

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Engage CTI in the SAP Sales Cloud V2 Agent Desktop sidebar: incoming call with identified contact, missed calls and call history

Who's calling?

Name, photo and company before you pick up.

What's open?

Cases, opportunities and last activity in one click.

And then?

Add a note, link it to a lead, opportunity or case, done.

Two ways

Your telephony, your choice.

The widget in the Agent Desktop is the same. What differs is where the calls come from.

Microsoft Teams Phone

For companies already on Teams Phone.

  • Agents keep their Teams client
  • Calls to the agent's own number, or to a shared hotline number that rings every available agent at once
  • Hold from the widget. On the agent's own number also transfer with colleagues' Teams status, and their own Teams status in the widget
  • No new telephony, no second softphone

Browser calling with Twilio

For teams without telephony or in need of new numbers.

  • Calls in the browser, a headset is all you need
  • Multiple numbers, per user or shared
  • Hold and transfer to colleagues or external numbers
  • Voicemail, business hours and do-not-disturb
  • Recording, transcript and AI summary in the CRM activity, Swiss German included

The same either way: caller identification, click-to-call, missed calls, call history and logging in SSCV2. An existing phone system connects through an adapter for caller identification.

Which features come with which edition is shown on the pricing page.

Microsoft Teams

Your agents keep Teams. The CRM does the rest.

No second softphone, no new number. Engage CTI hooks into Microsoft Teams Phone and brings the SSCV2 record to the call.

Hold and transfer

Put a call on hold, straight from the widget in the Agent Desktop. Agents calling on their own Teams number can also transfer to colleagues or external numbers and see their colleagues' Teams status.

Internal favourites

Your colleagues as a favourites list, with search, so a transfer takes one click instead of a look-up.

Personal number or hotline

Calls to the agent's own Teams number, or to a shared service number that rings every available agent at once.

Widget and Teams stay in sync

Answer in the native Teams client or in the browser widget: call state, notes and logging follow either way.

Features

Everything your call center needs

Engage CTI is natively embedded in SAP Sales & Service Cloud V2, no separate window, no tab switching.

Inbound

Inbound Caller Lookup

Looks the number up across contacts, individual customers and accounts. Name, photo and company are in the widget before the agent answers. If several records match, they pick from a list.

Outbound

Click-to-Call

Initiate outbound calls directly from any phone number field in SSCV2. No copy-paste, no dialing: just click.

CRM

Record in the widget

One click on the caller shows what matters from the CRM: open cases, opportunities, last activity. No tab switching.

Real-time

WebSocket Real-time

Call events stream via WebSocket for instant UI updates. No polling, no delays: the agent sees call state changes as they happen.

Languages

Four languages

The widget speaks German, English, French and Italian.

Logging

Call Logging to SSCV2

Every call is automatically logged as an interaction in SSCV2: with duration, direction, notes, and linked contact or account.

How It Works

From ring to record

1
Step 1

The phone rings

A call comes in through Teams, Twilio or your phone system. Engage CTI receives the event in real time.

2
Step 2

The caller is identified

Engage CTI looks the number up across contacts, individual customers and accounts. Name, photo and company are in the widget before the agent answers. One click shows open cases, opportunities and the last activity.

3
Step 3

The call is logged

After the call, Engage CTI creates the phone call activity in SSCV2: with duration, direction, notes and the right contact, and optionally with transcript and summary.

Trusted by leading enterprises on SAP Sales & Service Cloud V2

  • OPO Oeschger
  • Stobag
  • Nussbaum Matzingen
  • intelligentfood
  • Max Felchlin
FAQ

Frequently Asked Questions

Do we need a new phone system or new numbers?
No. With Microsoft Teams Phone everything stays as it is: your agents keep their client and number. Without telephony, they call through Twilio right in the browser. An existing phone system connects through an adapter for caller identification.
What do our agents need?
A browser and a headset. They allow the microphone for the CRM once, and from then on everything runs in the Agent Desktop, from the office or from home. With Teams, they call in their Teams client as usual.
Are calls recorded?
Only if you switch it on. Callers then hear a notice at the start and can decline the recording by pressing 1. Transcript and AI summary land in the CRM activity, and the audio is deleted after transcription unless you want to keep it. These features are available with Twilio today.
Where is our data stored?
Engage runs on SAP BAIP in Frankfurt. Transcription runs on Azure in Germany, the AI summary on SAP AI Core in the EU. You set the retention period yourself, and all data of a phone number can be erased on request (GDPR).
How much effort is the rollout?
Nothing to install: Engage runs as a service on SAP BAIP. With Twilio, your agents can call right away. For Teams, we set up the connection to your Microsoft tenant together with your IT.
What does it cost?
CHF 14 per user per month in Standard, CHF 19 in Professional, 10 user minimum, billed annually. Try it free for 30 days, no credit card.
Get started

Ready to integrate your telephony?

Start for free or book a personal demo: we'll show you how Engage CTI makes your team immediately more productive.

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