SAP Contact Center offers a comprehensive suite of features designed to enhance customer service operations. Key functionalities include voice over IP telephony services, unified multichannel contact routing, voicemail and messaging services, call recording, and contact history management. The platform supports real-time monitoring and reporting, customizable reports and dashboards, and workforce optimization. It integrates seamlessly with SAP CRM and SAP Service Cloud, providing a unified customer experience across various communication channels such as email, chat, SMS, and social media. Additionally, it includes advanced capabilities like IVR, skills-based routing, and AI-driven analytics to improve customer interactions and operational efficiency.