Anyone still relying on hardware CTI hasn't understood Teams.
What should SAP-CTI look like in 2025?
Experience it with Reply.

What our CTI solution changes for your team

  • No telephone provider - No hardware required
  • Calls automatically logged in SAP – including assignment to customer, opportunity or ticket
  • Where sales lives - in the SAP Sales / Service Cloud and in Microsoft Teams
  • SAP Customer Experience integrated, without significant internal expenses
  • Every call, every customer - fully visible in SAP

CTI that requires no training. Creates no tickets. Requires no system changes.

Experience it now
You know these challenges...
Costly
Legacy Infrastructure

Your existing systems cause high operating costs with decreasing efficiency.

Fragmented System Landscape

The lack of integration between SAP, telephony and Microsoft Teams significantly reduces the productivity of your employees.

Inefficient Communication Processes

Cumbersome call forwarding leads to customer dissatisfaction and impairs your service metrics.

Why not integrate your CTI solution directly into your existing CRM or service ticket management system?
What your telephony can suddenly do with Reply
Automatic call management

Calls are automatically routed to the right team – even with multiple hotlines

Precise forwarding

Forwarding based on presence – synchronised in real time with SAP & Teams

Direct telephony via Teams

Make calls directly from Teams – without detours, without additional tools.

100% SAP. 0% manual.

From call to opportunity – full transparency in SAP.

Routing according to expertise

Route according to ability, not by chance, and provide the contact person with case-specific
expertise.

Automatic greeting & navigation

Automatic greetings & announcements – personalised and helpful.

Everything immediately visible in SAP. No additional click.
Key Features and Business Benefits
Automatic Caller Identification

Identify customers instantly via caller ID, without manual searches. Immediately see the latest interaction history.

Real-Time Call Note Capture

Document conversations seamlessly with automatic transfer to service tickets as needed.

One-Click Ticket Creation

Instantly create tickets, with all caller data and notes automatically filled in.

Scalable Cloud Infrastructure

The native Microsoft Azure platform ensures easy maintenance, cost-effectiveness and high scalability.

How it works
1
1
Incoming call

The customer calls your service hotline number, which is integrated into Microsoft Teams.

2
2
Automatic forwarding

The call is forwarded to available service staff based on real-time availability.

3
3
Customer identification

The system automatically identifies the caller and displays their history.

4
4
Service provision

The agent processes the call with full context and can create tickets with one click.

Implementation Process
1
Preparation of Deployment

Initial contact between Reply experts and the customer's Azure/SAP teams to assess the strategy and outline the deployment process.

2
Supported Preparation

The customer executes the preparation plan with technical support from Reply experts.

3
Deployment & Monitoring

Solution deployment through collaborative implementation, followed by functional testing and ongoing support.

Frequently Asked Questions
🤖 Do we need to purchase Azure Bot Service and Teams Bots?

No, both services are completely free and do not require any additional licences. However, the outbound calling feature requires additional licences per service number.

🔒 Why host the solution in our Azure system?

Since the management of service agents is done through users in your Azure tenant, it makes sense to host the solution there. This also protects sensitive user data of service agents.

🌐 Is SAP Service Cloud V2 supported?

Yes, the solution supports SAP Service Cloud V2 via the "Desktop Agent" feature, which is the standard for Service Cloud V2 CTI integrations.

📞 Can service agents be called directly via your solution?

Service agents cannot be called directly by telephone, but you can forward incoming calls to specific agents using customer rules.

Price Overview - Single Extension
Reply CTI
Option 1 - One Time only

Price/User

€28.000
<250 User
€38.900
<500 User
On Request
> 500 User
Option 2 - One Time + Service

Price/User

€18.700

(onetime)

<250 User
€29.500

(onetime)

<500 User
On Request

(onetime)

>500 User
+

+

+

€3.000
Service p.y. included
Duration: 3Y / 5Y
€3.000
Service p.y. included
Duration: 3Y / 5Y
€3.000
Service p.y. included
Duration: 3Y / 5Y
Price Overview - Triple Bundle Extension
Option 1 - One Time only

Price/User

€36.240
<250 User
€50.340
<500 User
On Request
>500 User
Option 2 - One Time + Service

Price/User

€24.180

(onetime)

<250 User
€38.220

(onetime)

<500 User
On Request

(onetime)

>500 User
+

+

+

€5.000
Service p.y. included
Duration: 3Y / 5Y
€5.000
Service p.y. included
Duration: 3Y / 5Y
€5.000
Service p.y. included
Duration: 3Y / 5Y
Unlock Further Microsoft Integrations with Reply

Discover our complete Microsoft Integration Suite – designed to connect and optimise your SAP Sales & Service Cloud environment.

From task automation to document collaboration, our solutions combine the power of SAP with Microsoft Teams, SharePoint and Azure.

👉Your SAP tasks. In Teams. Instantly – Our Microsoft Task Integration

task-management.offering.syskoplan.cloud

Task-Management

Task Management made simple Streamline task synchronization Minimize manual efforts Turbocharge productivity with a seamless integration Request Demo

👉Click, Type, Done – Microsoft Word meets SAP

word-integration.offering.syskoplan.cloud

Unleash Microsoft Word Inside SAP

Smart document generation and editing inside SAP Sales Cloud Auto-generate docs from Opportunity data using templates Edit directly in Microsoft Word Embedded as a native mash-up Built for future: dynamic fields, multilingual, roles & permissions Request Demo

👉The right documents, right where you need them – Our Microsoft SharePoint Integration

sharepoint-integration.offering.syskoplan.cloud

Power Up SAP with Microsoft Collaboration

Effortless Word Document Creation and Editing – Right Where You Work Streamlined communication Centralized content Real productivity Request Demo

Are you ready to connect your tools and empower your teams?
Schedule a demo

See the integration in action with a personalised demonstration tailored to your specific use cases.

Quick Start Program

Get a pilot implementation running in your test environment within days, not months.

Contact our expert
Thomas Nowak

SAP Teams Integration & Retail Solutions Expert

Email: t.nowak@reply.de

Connect

Find our specialist on LinkedIn for updates and insights.

Syskoplan Reply

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Entdecken Sie innovative SAP-Lösungen und meistern Sie die digitale Transformation mit Syskoplan Reply. Kontaktieren Sie uns für mehr Infos.