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Video: Identifying key topics on the phone in real time and leveraging them in SAP CX Cloud

With the CTI solution link|that CUBE, our customers make calls directly in SAP Sales Cloud & SAP Service Cloud (part of SAP CX Cloud) or in SAP Cloud for Customer (C4C).

With link|that ECCO, artificial intelligence comes into play for speech recognition: live keyword spotting recognizes key topics in real time. As soon as a customer says defined words, the service agent benefits from helpful actions, such as:

  • Internal and external links (knowledge database)
  • Database results and excerpts
  • Listing of open cases
  • Automatically pre-filled tickets.

You can see all this in this video (it is in German language for now, but ECCO is also available in English):

 

The shown functions and integrations have officially been certified by SAP in September 2022.

For a better customer experience in SAP CX Cloud.

Our products make calls more pleasant for agents and callers while saving a lot of time. All our features ensure a smooth customer experience:

  • Customer identification directly in the softphone
  • Complete contact history
  • Keyword spotting supports agents in real time: hints, links, database extracts, templates and much more are offered instantly
  • Automatic call categorization
  • Better control through new evaluations including sentiment analysis

With CTI and Artificial Intelligence, the contact center is perfectly positioned for all challenges of the future.

Upgrade your CRM/ERP system

The link|that softphone with all ECCO functions is available for the largest providers of customer data solutions, including Salesforce, SAP, zendesk and Dynamics

Find out more

You can learn more about the link|that CUBE and link|that ECCO on our product pages.

You can also contact us in writing at any time!

Harald Kerschhofer

Harald Kerschhofer

Harald was one of the first developers at link|that and has been producing creative content for and about our products since completing his media studies.

Want to find out more?