How to integrate SAP contact center with NICE system

[former_member686160]

Hi, Could you please help us on how to integrate SAP Contact center with NICE system.

[Former Member]

Hi,

Could you please be more specific? Do you look for WFM or QMS integration?

Br,
Jukka

[Former Member · Accepted solution]

Thanks for the clarification.

I'm writing my answer from Feature Pack 16 perspective, the following may not be part of older releases.

- For QMS purposes SAP Contact Center has interface called QMI (Quality Monitoring Interface)
- For WFM purposes SAP Contact Center has interface called RAI (Restfull Analytics Interface)

Both interfaces are described at help page, see integrations page: (may require login) https://help.sap.com/viewer/product/SAP_CONTACT_CENTER/7.0/

My understanding is that Nice has ready made integration with SAP CCtr quality monitoring, please talk with Nice about this feature. For WFM I believe integrator work is required.

Br,
Jukka

[former_member686160]

HI Jukka,

• 1.We need to integrate with both i.e. NICE work force management and Quality Management Solution.
• 2.What native integration is available between SAP Contact Center on premise solution with NICE ?
• 3.Could you please also let us know that what functionality of NICE is covered in SAP Contact center?
• 4.Could you please let us know any documentation is available on this?

Thanks very much .

Ajay G

[former_member83768]

Hi Ajay,

Did you manage to find answers to your questions? Our company is now exploring this Product to integrate with SAP our CRM Contact Center and exploring the same questions you have asked.

Thanks,

Ashok O