Skip to content
EN
Demo
Platform
CallsQueues and routingIVR (phone menu)Smart transferAuto dialerBrowser-based softphoneClick-to-call
Messaging and customer dataUnified inboxForm builderCustomer portalCustomer success platform
ManagementHistorical reportingReal-time monitoringShift scheduling
Deployment and securityIn our cloudOn your serversHybrid deploymentData security
Platform →
Solutions
IndustriesRetailReal estateBanking and insuranceTravelHealthcareEducation
Customer serviceFAQ self-serviceOrder status without an agentAfter-hours coveragePeak days without overloadConversation quality assurance
SalesLead qualificationAppointment bookingRepeat salesLoyalty program
Outbound communicationPayment and overdue remindersNotifications and confirmationsPost-interaction survey
Who it's forBy company sizeBy role
Solutions →
AI agents
For customersVoice AI consultantAI consultant in chat
For employeesAI assistant for calls and salesAssistant for work questionsNew hire onboarding
TechnologyKnowledge baseSpeech analyticsAI connectorModelsData security
ServicesAI agent trainingMachine learning
AI agents →
Integrations
CRM systemsSalesforceHubSpotDynamics CRMSAP CXZoho CRMPipedrive
ERP systemsSAPNetSuiteBusiness CentralSageOdoo
Help desk and team chatZendeskFreshdeskServiceNowSlackMattermost
Messaging and socialWhatsAppViberInstagramFacebookSMSLive chat
Telephony, API, and AIAsteriskAMI, AGI, and ARIKamailioFreeSWITCHAPI and protocolsMCP connectors
Integrations →
Pricing
Company
ResourcesBlogCalculatorsComparisonsLibraryGlossary
ServicesOpen SourceImplementationDevelopmentSupportTraining
ContactsContact usAboutFacts and figures
Company →
Language: English
Demo

Integrations

SAP integration for your contact center and phone lines

We connect SAP S/4HANA and SAP Business One to CONTACT.WORK through their APIs as a custom project. As the phone rings, the agent gets the business partner, open sales orders, delivery progress, and unpaid billing documents. Once the conversation ends, CONTACT.WORK can create a sales order or a service order in SAP and keep the conversation, with its recording, linked to that customer.

Get a quotePricing
ODataREST and OData services for S/4HANAAs listed in the SAP Business Accelerator Hub
2 systemsS/4HANA and SAP Business OneService Layer and DI API for Business One
5 typespartners, orders, deliveries, invoices, service ordersCustom fields added during discovery
Eventstrigger callbacks and messagesFor example, a delayed delivery or an overdue invoice

Capabilities

What you get with SAP

Business partner on the first ringThe phone number is looked up among SAP business partners, so the agent sees the account, the contact person, and open sales orders before the agent answers.
Order status without a transferThe agent sees whether an order is confirmed, shipped, or billed, with the delivery and billing document numbers, and answers right away instead of passing the caller to the warehouse or accounting.
Sales and service orders from the callA customer who wants to reorder or report a broken unit gets a sales order or a service order in SAP, filled in from the agent form while the call is still going.
AI agent that reads SAPIn web chat, WhatsApp, or on the phone, the CONTACT.WORK AI agent looks up the order in SAP and tells the customer where it is, handing over to a live agent when the question goes beyond status.

Options

Three ways to run calls next to SAP

In most companies the people who take calls are not the people who live in SAP all day. Customer service often works best in a contact center workspace, while inside sales or the order desk may prefer to stay in SAP. The three options can share one set of phone lines.

The customer opens in SAP

For staff who use SAP in a web browser, each ringing call pulls up that business partner in a new browser tab. A number SAP doesn't recognize goes to the CONTACT.WORK form, where the agent records the new contact. Which SAP pages can open from a link depends on your system, so we confirm this during discovery.

  • Known numbers open the business partner
  • New callers go to the CONTACT.WORK form
  • Transferred calls open the same customer
Option 1 of 3

After discovery we recommend one option or a mix, team by team.

How it works

What you get with every option

Conversation history

Calls and chats tied to SAP documents

Every call, chat, and email with the customer is kept in CONTACT.WORK with its recording or transcript and tagged with the SAP business partner and, where it applies, the sales order number. When someone asks why an order changed, the conversation behind it is one click away. Where your SAP setup has a place for notes, the platform can write the call outcome there as well.

  • Recording linked to the order
  • AI summary instead of handwritten notes
  • Search by customer or document number

Assigned team

Customers reach the people who know their account

If SAP records a sales rep or service team for the customer, CONTACT.WORK reads it and routes the call there first, with the team queue as the fallback. Calls about an open service order go to the technician's dispatcher, not to whoever happens to be free.

  • Assignment read from SAP
  • Fallback to the team queue
  • Service order calls go to the right desk

Setup

How an SAP project runs

  1. 01DiscoveryWe review your SAP product and release, where it is hosted, and which business partner and order fields agents need while a customer is talking.
  2. 02AccessYour SAP team or partner sets up a technical user for the integration and opens the APIs both sides agree on: the chosen services in S/4HANA or the Service Layer in SAP Business One.
  3. 03DevelopmentOur engineers build the exchange around your document types, order types, and custom fields. Nothing in your SAP configuration is changed beyond what we agree in writing.
  4. 04MappingWe decide which document each conversation produces – a sales order, a service order, or only a linked record – and match phone lines to sales organizations or service teams.
  5. 05TestingWe run a known customer, a new caller, a reorder, a service request, and a call while SAP is unavailable against your test system and check each result in SAP.
  6. 06Go-liveWe switch teams over in turn and brief agents on the new form. For the first week, our engineers check the call log against the documents that appeared in SAP.

Requirements

What you need on the SAP side

SAP product
SAP S/4HANA (cloud or on-premises) or SAP Business One
API access
S/4HANA services from the SAP Business Accelerator Hub, or the Business One Service Layer
Integration user
A technical user with rights to the agreed documents; licensing confirmed with your SAP partner
Test system
A test or sandbox system for checking the exchange before production
Where the platform runs
Our cloud or your servers with network access to SAP
Cost
Developer time at $60/hour on Pro, minimum 8 hours a month, or Maxi plan hours; SAP licenses go to SAP or your partner

Preparation

What to bring to the first meeting

Which SAP product do you run?S/4HANA or Business One, which release, and where the system is hosted.
Who looks after SAP?Your internal SAP team or an SAP partner – they set up the integration user and confirm licensing.
What do callers usually ask?Where's my shipment, can I get a copy of the invoice, how do I return this – the common questions decide what agents see.
Which documents should a call create?Sales orders, service orders, or only a link between the call and an existing document.
Which events need a call or message?A delayed delivery, an overdue invoice, a finished repair – and who should reach out.
Which channels will you use?Phone lines, web chat, WhatsApp, email – and the team that answers each one.

Q&A

Frequently asked questions

How is SAP connected to CONTACT.WORK?

Through SAP's own APIs. For S/4HANA we use the OData and REST services listed in the SAP Business Accelerator Hub; for SAP Business One, the Service Layer, plus the DI API where a task needs it. The integration is built for your system during implementation, not installed from a package.

Which SAP products do you work with?

SAP S/4HANA, both cloud and on-premises, and SAP Business One for small and midsize companies. If you run another SAP system, we review its interfaces during discovery and tell you what can be connected.

What does an agent see from SAP during a call?

The business partner and contact person, open sales orders with their status, deliveries, and billing documents that are still unpaid. We agree on the exact fields during discovery, so the screen shows what your callers actually ask about.

Can agents create orders in SAP from a call?

Agents can create sales orders for repeat purchases and service orders for repairs or complaints right from the call form. The agent fills in what the customer says, and the platform posts the order to SAP with the call attached.

Order status →

Will the AI agent tell customers where their SAP order is?

The AI agent does exactly that: it finds the order in SAP by order number or by the customer's phone and replies in chat, messaging apps, or by voice. When the question goes beyond status, for example a disputed invoice, a live agent takes over and sees the whole chat.

AI chatbots →

Can we call customers automatically when something changes in SAP?

Changes in SAP, such as a delayed delivery or an invoice past its due date, can start an outbound call, an SMS, or a message. Numbers you've flagged as do-not-call are excluded, and the dialer waits for the calling hours in each customer's time zone.

Payment reminders →

Do we need extra SAP licenses?

Your agents need no SAP logins when they work in the CONTACT.WORK workspace, and the exchange runs under one technical user. Whether your SAP contract covers API access for that user is a question for your SAP partner, and we recommend settling it before development starts.

Where are call recordings stored?

In CONTACT.WORK, not in SAP. The platform keeps the audio and links it to the customer and the order, so your SAP database doesn't grow with recordings.

What happens to calls if SAP is unavailable?

Calls keep working, because CONTACT.WORK handles them independently of SAP. Agents just don't see SAP data until the connection returns, and then the platform sends the queued documents and call links automatically.

Do callers have to be told that calls are recorded?

Callers in California, Florida, Pennsylvania, and other all-party consent states must hear that the call is recorded. CONTACT.WORK plays a short disclosure before the agent answers. Please read this as background, not legal advice.

How much does the SAP integration cost?

You keep paying for your CONTACT.WORK support plan, which runs the platform, and the SAP integration comes in addition to it. The SAP build itself is paid in developer hours – $60 each on Pro, with a minimum of 8 hours a month – or comes out of the hours in your Maxi plan. We size the work after discovery and begin once you approve the estimate. CONTACT.WORK charges no license or per-seat fees, and our prices are before applicable taxes. SAP licenses, including any your integration user needs, are paid to SAP or your SAP partner.

Pricing →

Glossary

Terms on this page

API (application programming interface)
The way programs exchange data with each other without a person in the loop. Learn more →
Cloud deployment (cloud)
The platform runs on the vendor's servers, and agents connect over the internet. Learn more →
REST: exchanging data between systems over HTTP
The standard way software exchanges data over the internet. Learn more →
Hosting
You rent a server from a provider instead of buying one. Learn more →
On-premises deployment
The system runs on the company's own servers, not in the vendor's cloud. Learn more →
Callback
The customer doesn't wait on hold but asks for a callback – and gets one when an agent is free. Learn more →
Chatbot
Answers customers in chat and messaging apps from a scripted flow with buttons. Learn more →
Call recording
Calls are saved so they can be replayed and disputes settled. Learn more →

More

Other integrations

WhatsApp Two-way WhatsApp chats and approved templates in the agent's window. Learn more Email Inquiry emails go straight to your CRM and a sales rep – nothing lost, no delays. Learn more Asterisk Your Asterisk becomes part of the contact center: calls, recordings, and agent statuses in one window. Learn more API and protocols Connect your contact center to any system you use – via API, a database, or files. Learn more

Blog

Fresh from the blog

All articles →
Services · 7 min read Custom development of your contact center platform for your processes When contact center settings are not enough: integrations, modules, AI workflows. How to tell development from configuration and estimate the payback. Read the article → Management · 9 min read How many agents does your contact center need? Erlang C in plain English Calculate contact center staffing with Erlang C: workload, service level, shrinkage, and headcount by shift – all in one worked example. Read the article → Integrations · 7 min read CRM and phone system integration: what it does and how it works How to connect your phone system to your CRM: calls and recordings in the record, screen pop, click-to-call. What to decide first and how to check it works. Read the article →

Updated: