LinkThat Cube 4.1 is certified by SAP® as integrated with cloud solutions from SAP. The integration allows call centre agents to benefit from artificial intelligence (AI) systems which interpret contents of telephone conversations in real time.
Identifying Topics During Phone Calls
The everyday life of call centre agents is characterised by searches, consultations and waiting times. However, if topics addressed in telephone calls are recognised in real time, AI can assist the employees with helpful actions. Links, database extracts, templates and hints are automatically displayed as soon as keywords are heard. The LinkThat Cube with speech analysis has now been certified by SAP for this purpose.
The integration of the telephony channel with data from customer relationship management (CRM) and enterprise resource planning (ERP) systems has always been the core function of LinkThat Cube. The expansion to include AI services for automatic support took place a few years ago. Now, the included softphone displays solutions and advice in real time.
Extensive Integration for SAP Sales and Service Cloud
The LinkThat softphone has become the all-purpose tool for every call centre: “SAP Customer Experience Cloud Services inspired us to add many new features,” said Michael Kinc of the LinkThat development team. “We now have the possibility to list open customer cases immediately in the softphone when a caller says a corresponding keyword. Also, key data of new tickets can be automatically populated depending on what was said during the call.”
The SAP Integration and Certification Center (SAP ICC) has certified that the interface software for the product LinkThat Cube 4.1 integrates with cloud solutions from SAP using standard integration technologies, or that run as an add-on to one cloud solution from SAP.
Available for all Major Telephony and CRM/ERP Systems
The largest telephony providers, such as Avaya, CISCO, Sinch, Unify, Alcatel and Teams, are supported. Unique opportunities emerge in each of the integrated systems thanks to keyword recognition. Customers and partners save time and resources, and callers save time and nerves, as they are served better and faster.
“With the next updates, we will offer even more features for SAP Customer Experience Cloud Services: A conversation guide will help agents with outbound calls,” said Noman Khairul, team leader at LinkThat. “It automatically checks off a list of required points as soon as they are mentioned. Deeper CRM data queries are also in the works, as are new third-party integrations. All of this will speed up day-to-day work. The multichannel capability of the Cube will enable many more exciting functions that will open up completely new perspectives on telephony for our customers.”
SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP SE in Germany and other countries. Please see https://www.sap.com/copyright for additional trademark information and notices. All other product and service names mentioned are the trademarks of their respective companies.