Home > Categories > Customer Relationship Management > SAP Makes Moves Into the Cloud Contact Center Space With an Eye to Enhance Omnichannel Service Delivery

Software Category

Customer Relationship Management

Write Review

SAP Makes Moves Into the Cloud Contact Center Space With an Eye to Enhance Omnichannel Service Delivery

SAP’s Digital Interconnect Group announced in mid-October the launch of SAP Contact Center 365. The SaaS solution is positioned in context of meeting increasing customer demands for omnichannel engagement over phone, email, chat, and SMS. Info-Tech’s research has shown that today’s customer expects to be able to request – and receive – service through these channels. The days of traditional “phone-only” contact centers are nearing an end.

While SAP has offered contact center applications on premises in the past, the new solution is a good modernization play that matures the vendor’s credibility with SaaS offerings.

The move takes SAP into more direct competition with existing giants in the contact center space, such as Cisco and Avaya. While the product launch is savvy on SAP’s part, we do expect these competitive headwinds may limit widespread adoption. The value of the new Contact Center 365 offering will be most salient for organizations that are already deeply embedded in the SAP ecosystem – particularly those that are using SAP Service Cloud or other products under the CRM umbrella.

Source: SAP CRM at SoftwareReviews, Accessed Nov. 5, 2019

Our Take

  • SAP announced the launch of a SaaS platform for contact center management and omnichannel engagement.
  • The move modernizes SAP’s approach to the contact center, but competitive headwinds are likely to limit the platform’s appeal to those that already have existing customer experience investments in the SAP stack.

Want to Know More?

Build a Strong Technology Foundation for Customer Experience Management

Other Recent Research in Customer Relationship Management

Customer Relationship Management

Six Tips on Managing Your Software Vendor Relationship

A great relationship with your software provider delivers both value and immediate results. These key tips will help you make the best of your partnership.

Customer Relationship Management

Organizations Report Higher Satisfaction When Switching to Software With an Info-Tech Award

Thinking about choosing a new software vendor but don't know where to start? Narrow down your shortlist by focusing on software that has received an Info-Tech Research Group award. New data from SoftwareReviews shows that organizations reported higher satisfaction when they switched to software that had received an Info-Tech award.

Customer Relationship Management

Satisfaction With Software Drops With COVID-19 Uncertainty

The impact of COVID-19, as it became a global pandemic in Q1 of 2020, has affected user sentiment toward software during a growing period of fear, uncertainty, and doubt. To analyze the impact, SoftwareReviews compared Satisfaction (willingness to recommend to a peer), ability to deliver Business Value (fair cost to value), and Likeliness to Renew prior to March 10 and post March 10.

Customer Relationship Management

Running Critical Enterprise Applications Efforts During COVID-19

An enterprise application selection or implementation has most likely been heavily impacted by COVID-19. Do not hit the brakes; stopping and restarting projects increases the risk of failure. Slow down or speed up? Which is the right strategy for your organization?