S4CM has built-in CTI functionality, but we’re unsure how it interacts internally with other systems. Since it’s a standard SAP product, we’d like to leverage its built-in CTI capabilities and avoid using third-party adapters.

Our question is:

• Is it possible to directly integrate Amazon Connect with SAP S4CM’s built-in CTI for functionalities like screen pop, Iclick-to-dial, and in-call data retrieval within the Amazon Connect agent interface?

• If so, what is the general process for setting up this integration? Are there any

specific configuration steps or documentation available from SAP?

• Alternatively, if direct integration isn’t feasible, are there any known limitations of
SAP S4CM’s built-in CTI that would prevent this approach?

We’ve searched for official documentation but haven’t found anything definitive regarding integrating SAP S4CM’s built-in CTI with external contact center platforms.

Any insights or experiences from the community would be greatly appreciated!