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SAP Enhances Contact Center 365

October 9, 2019

SAP Digital Interconnect group has added to its comprehensive portfolio of interconnect services with the SAP Contact Center 365 cloud service.

This software-based omnichannel contact center solution enables frictionless customer service as part of the overall communications-platform-as-a-service (CPaaS) strategy. SAP Contact Center 365 facilitates seamless communication with customers through their preferred communication channels and equips managers and team leaders with the tools required to stay a step ahead of customers.

“Today’s consumer is fully connected and well informed, and they want their customer experience to match their always-on expectations,” said Sethu Meenakshisundaram, president, SAP Digital Interconnect, SAP. “Customer service teams face the challenge of trying to meet rising customer demands, and they need a solution that not only helps deliver personalized support, but also provides real-time insights. With SAP Contact Center 365, we’re helping organizations deliver consistent service that will lead to lifelong customer relationships.”

SAP Contact Center 365 is a new cloud service that builds on on-premise contact center software from SAP, putting a modern contact center solution at agents’ fingertips with key capabilities such as:

•Omnichannel interaction routing across communication channels, including voice, e-mail, chat, SMS and popular messaging apps such as WhatsApp Messenger and Facebook Messenger, allowing customers to use their preferred communication channels

•Universal queuing and skills-based routing to employees across the organization – even to those working outside the contact center – ensuring that each inquiry is handled by the employee best suited to address it
•Historical overview of previous customer interactions

•Out-of-the-box integration with SAP applications, including the SAP Service Cloud portfolio, the SAP Customer Relationship Management application and SAP S/4HANA

•Real-time monitoring, reporting and analytics to address issues before they become problems

SAP Contact Center 365 cloud service customers will experience the same benefits as customers using their on-premise contact center software from SAP, including reduced call handling times, increased first-contact resolution and improved customer satisfaction.

“Our call center is one of the first steps in our customer experience management process. The contact center offering from SAP aligns our resources to our customers’ need at the right time,” said Cris Franco, manager, Customer Technical Support, Yaskawa America Inc. “This allows us to maintain a competitive edge in the marketplace.”

SAP Contact Center 365 capabilities are easily accessible over a modern browser-based user interface without the need for any downloads, installations or add-ons. The cloud service allows agents to serve multiple customers simultaneously across channels and can be used on its own or run alongside customer relationship management software and other business applications. It works out-of-the-box with SAP solutions and can be integrated with non-SAP software systems over APIs.

SAP Contact Center 365 adds to interconnect services offered by SAP Digital Interconnect, including SAP SMS 365, enterprise service; SAP Live Link 365; SAP Social Channels 365; and SAP Authentication 365 mobile services.

With integration into additional SAP solutions planned for the future, SAP Digital Interconnect continues to drive omnichannel engagement by expanding its portfolio of interconnect services through end-to-end solutions, APIs and communication channels.

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