SAP Contact Center - ECF vs CDT differences

[garias]

Greetings to all.

We would like to know the mayor differences between CDT and ECF in terms of functionality and scope of integration with Cloud for Customer.

Can the same level of widget integration can be obtain with both versions, in terms of chats and phone calls?

Best regards

Gustavo Arias

[ekke_einberg · Accepted solution]

Hello!

ECF, or actually CP can be integrated into C4C easily supporting chats and calls, however CDT cannot be used as live activity widget. If you'd run C4C in IE the you could use ClientCom to develop some sort of integration for calls only.

Otherwise CP/ECF has quite limited in functionality compared to CDT (no callbacks support, clumsy contact handling, limited e-mail, no monitoring etc). We have ourself developed a number of improvements and fuctions to CP, so it is usable basic contact center setup.

BR,

Ekke Einberg

[garias]

Thanks to all for the answers. In conclusion, is I want this scenario:

https://www.youtube.com/watch?v=KksgD3KdqN0

and I am using CDT it will be not possible. Am I right?

Best regards

Gustavo Arias

[former_member158363]

Hi Anthony X. Uliano,

using WebRTC means that voice stream is terminated in ECF widget/CP. You don't need CDT for that scenario. However, you will not be able to supervise such calls, for example - scenarios like silent listening and so on is only supported in CDT client.

BR,

Dawood

[former_member158363]

Hello Gustavo,

to add to what was written - if you don't use WebRTC, you need CDT (and ideally also ECF widget/CP) to answer phone calls.

CDT is a standalone clinet based on ActiveX technology and sooner or later, this will be no longer supported by Microsoft and other vendors. However, as

Ekke wrote, CDT has most of the functionalities - especially the call center specific, like supervising calls, campaigns, MTD, and so on are only supported with CDT. I think only multi-chat is feature, that is not supported by CDT UI and you need help of ECF/CP.

So if I want to be on a safe side, I always plan using CDT and putting it away only for selected scenarios.

Best regards,

Dawood

[anthonyx_uliano]

Hi dawoodhla.shwe -

What if you're using WebRTC? Do you have to use CDT? How to answer voice calls in RUI?

Thanks, Tony

[anthonyx_uliano]

There are other options for live activity widget / channel integration. You can read about one of them in the recent blog post here. The DaVinci App for C4C supports voice, SMS, chat, and video channels. Happy to provide more information.

Thanks,

Tony