Anyone still relying on hardware CTI hasn't understood Teams.

What should SAP-CTI look like in 2025?
Experience it with Reply.

What our CTI solution changes for your team

  • No telephone provider - No hardware required
  • Calls automatically logged in SAP – including assignment to customer, opportunity or ticket
  • Where sales lives - in the SAP Sales / Service Cloud and in Microsoft Teams
  • SAP Customer Experience integrated, without significant internal expenses
  • Every call, every customer - fully visible in SAP

CTI that requires no training. Creates no tickets. Requires no system changes.

Experience it now

New to CTI?

You're looking for…

Fast SAP call connection

No hardware or IT complexity. Just seamless Microsoft Teams integration.

Unified customer conversation tool

One workspace, no platform switching.

Scalable business solution

Add hotlines, users, or regions without rebuilding.

Already Have a Solution?

You're struggling with...

Costly outdated hardware

Your rigid legacy system is expensive and inefficient.

Disconnected tools

SAP, telephony, and Teams don't sync, hurting agent efficiency.

Poor call routing

Misdirected calls damage customer experience and KPIs.

Stop juggling tools!

Boost your team's productivity with our native integration, enabling efficient customer call management in SAP Service Cloud through Microsoft Teams' context-rich communication platform.

Key Features

Automated Call Handling

Seamless pickup of incoming calls via integrated CTI solution, using one or multiple hotline numbers.

Smart Call Routing

Calls directed to available agents based on realtime availability based on SAP CTI Widget login and MS Teams status.

Outbound Calling

Agents can initiate outbound calls using available service numbers directly within MS Teams.

End-to-End Integration

Full integration with SAP Live Activity Center and Agent Desktop for streamlined operations.

Intelligent Routing Options

Configurable dial-through routing based on caller input. Priority and skill-based routing are available upon request

Automated Greetings & Guidance

Welcome callers with a personalized touch - our pre-recorded messages play back custom greetings, navigation prompts, and farewell messages to provide a frictionless caller interaction.



Key Features & Business Benefits

Automatic Caller Identification

Identify customers instantly via caller ID without manual lookups. See recent interaction history immediately.

Real-Time Call Note Capture

Document conversations seamlessly with automatic transfer to service tickets as needed.

One-Click Ticket Creation

Create tickets instantly with all caller data and notes auto-populated.

Scalable Cloud Infrastructure

Native Microsoft Azure platform ensures easy maintenance, cost efficiency, and high scalability.

How It Works

1
1

Incoming Call

Customer calls your service hotline number integrated with Microsoft Teams.

2
2

Automatic Routing

Call is directed to available service agents based on real-time availability.

3
3

Customer Identification

System automatically identifies the caller and displays their history.

4
4

Service Delivery

Agent handles the call with full context and can create tickets with one click.

Implementation Process

1

Deployment Preparation

Initial contact between Reply experts and customer's Azure/SAP teams to assess strategy and outline deployment process.

2

Supported Preparation

Customer executes preparation plan with technical guidance from Reply experts.

3

Deployment & Monitoring

Solution deployment through collaborative implementation, followed by functionality testing and ongoing support.

Frequently Asked Questions

🤖 Do we need to purchase Azure Bot Service and Teams Bots?

No, both services are completely free and do not require additional licensing. However, the outgoing call feature requires additional licenses per service number.

🔒 Why host the solution in our Azure system?

Since management of service agents is handled through users of your Azure tenant, it makes sense to host the solution there. This also protects sensitive service agent user data.

🌐 Is SAP Service Cloud V2 supported?

Yes, the solution supports SAP Service Cloud V2 via the "Desktop Agent" feature, which is the standard for Service Cloud V2 CTI integrations.

📞 Are service agents directly callable through your solution?

Service agents are not directly callable via phone, but you can route incoming calls to specific agents using customer rules.

Unlock More Microsoft Integrations with Reply

Explore our full Microsoft integration bundle — designed to connect and optimize your SAP Sales & Service Cloud environment.

From task automation to document collaboration, our solutions combine the power of SAP with Microsoft Teams, SharePoint, and Azure.

👉Your SAP Tasks. In Teams. Instantly - Our Microsoft Task integration

microsoft-sharepoint-integration.offering.syskoplan.cloud

_SAP Extension - Microsoft Sharepoint

Access and manage SharePoint files directly within SAP Sales & Service Cloud – without switching apps or losing context. Centralized Content Seamless Experience Faster Workflows Request Demo

👉Click, Write, Done – Microsoft Word Meets SAP

microsoft-word-integration.offering.syskoplan.cloud

_SAP Extension - Microsoft Word

Smart document generation inside SAP Sales and Service Cloud Generate Word documents from business data using templates Built on SAP BTP - embedded as a native mash-up Ready for the future: dynamic fields, multilingual, roles & permissions Request Demo

👉The Right Documents, Right Where You Need Them- Our Microsoft Sharepoint integration

microsoft-sharepoint-integration.offering.syskoplan.cloud

_SAP Extension - Microsoft Sharepoint

Access and manage SharePoint files directly within SAP Sales & Service Cloud – without switching apps or losing context. Centralized Content Seamless Experience Faster Workflows Request Demo

Ready to connect your tools and empower your teams?

Schedule Demo

See the integration in action with a personalized demonstration tailored to your specific use cases.

Quick Start Program

Get a pilot implementation running in your test environment within days, not months.

Contact Our Expert

Thomas Nowak

SAP-Teams Integration & Retail Solutions Expert

Email: t.nowak@reply.de

Connect

Find our specialist on LinkedIn for updates and insights.

Syskoplan Reply

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