Overview

b+s Connects for SAP C4C is a pre-packaged integration of SAP C4C and Cisco Unified Contact Center Enterprise (UCCE), Cisco Unified Contact Center Express (UCCX), or Cisco Packaged Contact Center Enterprise (PCCE).

The integration creates a centralized interface that manages the real-time flow of interactions between the SAP C4C desktop user interface and Cisco CCE/CCX. CCE/CCX utilizes b+s Connects for SAP C4C to route phone calls to the most skilled agents who can elect to accept and manage these interactions through the SAP C4C GUI.

Deployment

The b+s Connects for SAP C4C gadget is hosted by Bucher + Suter on public cloud based origin servers and can be accessed via a global network of edge locations (CDN). The public cloud provider is responsible for the distribution of the application and guarantees low latency and high data transfer speeds.

In order to use b+s Connects for SAP C4C an URL must be configured under Provider URL in the SAP C4C Live Activity Configuration. Except for the initial loading there is no involvement or communication with the public cloud provider. All communication is always between the agent's browser and Cisco Finesse or SAP C4C.

For more information see Installation and Configuration.