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Customer Engagement in Real-Time, Every Time

The invention of the telephone in 1876 changed the world.  Societies became more interconnected.  Global trade and commerce accelerated.  The world became a bit smaller and more accessible to everyone.

We are now in the midst of another communication revolution.  Many of us have multiple devices, each with a 12 megapixel camera and WiFi connectivity approaching 1 Gigabit per second.  The “videophone” technology that once seemed so futuristic in Back to the Future and 2001: A Space Odyssey has arrived, and we already take it for granted.  Grandparents now depend on Skype and Facetime to bond with their grandkids every day.

But in the workplace, not much has changed.  For the most part, we communicate with each other and with our customers by phone, by email, or in person.  Sales teams are on the road or in the air every week from Monday through Thursday, in order to catch a few minutes of facetime (with a lowercase “f”!).  Customer service agents try to convey a personal touch while hiding behind anonymous chat windows or email inboxes.

That is why we decided to collaborate with our partner GENBAND to launch a new real-time communication service for the workplace and for customer engagement.  SAP Real-Time Communicator by GENBAND is designed to enable real-time collaboration and engagement for customer-facing teams.

It simplifies collaboration by enabling presence, instant messaging, voice and video conferencing from within C4C.  These capabilities are embedded in the C4C experience, so that sales, service, and business professionals can now collaborate in context.

SAP Real-Time Communicator can also be integrated to SAP hybris Commerce, combining the convenience of online shopping with the personal interactivity of a retail store experience.

Initially, SAP Real-Time Communicator is focused on employee-to-employee communications and is available in the US, UK, Canada and Germany.  Future planned innovations include employee-to-customer communications and expansion to additional countries.

We look forward to hearing your stories on engaging with customers in real-time.  It’s time to communicate simple.

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      Author's profile photo Pushkar Ranjan
      Pushkar Ranjan

      Excellent writing...

      Author's profile photo Former Member
      Former Member


      Do we have any documentation on this.

      Can it support customer interaction too ?



      Author's profile photo Angela Browne
      Angela Browne

      Hi Prathiba,

      Here's a link to the set-up information in the November What's New: