Peer- Peer RTC

Real time Communication in C4C

Common Scenarios –

• Field Technician on C4C Mobile App communicating real time with back office Agent
• Field Sales Rep on C4C Mobile App communicating real time with back office Agent
• Service Agent communicating real time with subject matter experts
• Sales Reps on C4C Mobile App communicating real time with Account Mangers or other Sales Rep

These are employee-employee based communications.

These scenarios are currently enables through SAP RTC by Genband.

Note – RTC refer to real time Chat and Video collaboration. Genband Chat license is included C4C license.  Customer pay extra for Video

Configuration –

1. Turn Genband ON in Business Configuration
2. Assign Genband Work-centers to specific business roles. Eg: SalesRep, Technicians
3. Users are automatically provisioned on Genband

Usage

Genband on Mobile (New in 16.11)

C4C Extended App –

C4C mobile users now see Genband RTC icon in shell bar.  That icon launches separate Genband RTC App. Users can switch back and forth. First time users are prompted to install Genband App.

Genband on Desktop

Limitations

Currently limited to iPad only. Plan to extend to other mobile devices.

References

Detailed Setup – Refer to Admin guide

SAP Hybris Cloud for Customer – SAP Help Portal Page (Click on Admin Guide and Search for SAP Real Time Communicator by Genband)