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CTI Integration Twilio Voice SDK Real-time

Real-time caller context. Zero manual lookup.

Engage CTI brings Twilio Voice into the Agent Desktop — with 3-tier caller lookup, click-to-call, call enrichment panel, and full call logging.

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SAP Sales Cloud V2 — Agent Desktop

Incoming Call

+41 44 555 12 34

Account Acme Corp
Contact John Smith
Open Cases 3
00:00
<50 ms
call event processing
500+
concurrent WebSocket connections
<2 s
from ring to caller context

Production figures from Engage CTI middleware deployments on SAP BTP.

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

3-tier lookup: searches contacts, then individual customers, then accounts by phone number. Displays the caller's profile, open cases, and recent interactions before the agent picks up.

Outbound

Click-to-Call

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

Voice SDK

Twilio Browser Calling

Make and receive calls directly in the browser using the Twilio Voice SDK. No desk phone required — just a headset and your Agent Desktop.

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.

UI

Light/Dark Theme Sync

Engage CTI automatically matches your SSCV2 Agent Desktop theme — light or dark. No visual break, no extra settings.

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 context — in milliseconds

1
Step 1

Call Rings

An inbound call arrives via Twilio or your PBX. The event is pushed to Engage CTI in real-time.

2
Step 2

Auto-Lookup

Engage CTI runs a 3-tier lookup: contacts → individual customers → accounts. The first match wins and the enrichment panel appears instantly.

3
Step 3

Agent Sees Context

The enrichment panel shows the caller's name, account, open cases, and interaction history — before the agent picks up.

Built on the Twilio Voice SDK. Browser-based calling with automatic SSCV2 theme integration (light/dark).
Used by
GWH
FAQ

Frequently Asked Questions

Which telephony providers does Engage CTI support?
Browser calling runs on the Twilio Voice SDK — headset in, desk phone out. For inbound events, the middleware connects to your existing telephony: we have deployed it with Cisco, Genesys Cloud, RingCentral, Microsoft Teams Phone, and SIP-based PBX systems. Adding a new provider means one adapter — the SSCV2 side stays the same.
How does the caller lookup work?
Three tiers, first match wins: Engage CTI searches SSCV2 contacts, then individual customers, then accounts by phone number. The enrichment panel shows name, account, open cases, and interaction history before the agent picks up.
Does it work with both SAP Sales Cloud V2 and Service Cloud V2?
Yes. Engage CTI is embedded in the Agent Desktop that SAP Sales Cloud V2 and SAP Service Cloud V2 share. Sales teams get click-to-call and call logging; service teams get caller identification with open cases on screen.
What does the setup look like?
Engage CTI runs as multi-tenant SaaS on SAP BTP — nothing to install on your side. Sign up, we set up your environment, and agents make and take calls in the browser inside the Agent Desktop. Browser calling via Twilio works right away; an existing PBX connects through a provider adapter.
Can I try Engage CTI for free?
Yes. Every Engage module comes with a 10-day free trial — no credit card. Sign up on the trial page and we set up your environment. After that, CTI costs CHF 19 per user per month (10 user minimum, billed annually).
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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