SAP CEC - CTI SDK

[former_member333933]

We are exploring the options to build CTI SDK (CEC (CPaaS) 1902 3rd party CTI SDK), I have tried to look for SDK on sap but could not find the right source. Is it possible to share the related link where I can download the SDK and documentation?

[Former Member]

Hi Tony,

We always strive to ensure that we provide the best solutions, which sometimes means making hard decisions.
Over the last few months we reviewed our approach to how we help our customers deliver the best customer service experience to their customers, extending to all the new channels that customers are expecting, allowing seamless handover across channels and ensuring that we’re ready to help you engage with your customers across the experience gap.
After all this work, we are simplifying the portfolio with focused investments on select products. We have decided to disinvest in SAP Customer Engagement Center. At the same time, we are investing more in our Customer Service solution (SAP Service Cloud) and Field Service Management. We are of course also continuing to invest in SAP Contact Center.
As you may know, Service Cloud is a proven, reliable cloud solution used by thousands of agents across the globe. We plan to further invest in that solution and make this a truly intelligent customer service solution.

Regards, Johnnie

[anthonyx_uliano]

Hi johnniew - I somehow missed this last update. Thanks for the heads up about CEC. I think that makes sense and we have a lot of customer interest in other solutions.

[Former Member]

Hi Vamshi,

Thanks for your interest. We plan to publish API documentation soon but have not done so yet. What are you planning to build? It would be interesting for us to know.

Regards, Johnnie

[anthonyx_uliano]

Hi johnniew - Any update on the API for CEC? We have a new platform called DaVinci that supports integration of vendors' communication channels with various CRM (like SAP CRM and C4C). We'd like to support CEC too, but the approach right now is persistent server based, and we'd rather not go down that path. Any further feedback would be really helpful.

Thanks, Tony