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