SAP And Siemens Unveil Front-Office Call Center - InformationWeek

InformationWeek is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them.Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

IoT
IoT
News

SAP And Siemens Unveil Front-Office Call Center

SAP took a big step into the front office yesterday, teamingwith fellow German IT vendor Siemens AG to introduce a call-center application. Customer Interaction Center (CIC),unveiled at the CeBit 99 trade show in Germany, builds onSiemens' computer telephony integration technology and linksinto SAP's R/3 enterprise applications. It can connect toSiemens Information and Communication Network Group's call-center software through an expanded application interface.

The call center, which is a forerunner for other customer-relationship management applications that SAP has said itwill release this year, is critical if SAP is to be takenseriously as a front-office vendor. "There's a demand forthis in the customer base. It's important for them to havethe type of [customer-relationship management] capabilitiesthat best-of-breed applications have," says JoshuaGreenbaum, president of Enterprise Applications ConsultingInc. While it will be a "big selling point" for SAP, headds, it won't hit the customer base in a big wayimmediately because it supports only SAP R/3 4.5.

CIC will give SAP users call-center functions such as callerrecognition, conference calls, and call forwarding. R/3transactions can be initiated using caller data stored inthe system, and SAP data can be fed automatically to thecall center so that users have a better sense of acustomer's interactions with the company.

We welcome your comments on this topic on our social media channels, or [contact us directly] with questions about the site.
Comment  | 
Print  | 
More Insights
The State of Cloud Computing - Fall 2020
The State of Cloud Computing - Fall 2020
Download this report to compare how cloud usage and spending patterns have changed in 2020, and how respondents think they'll evolve over the next two years.
News
Can Cloud Revolutionize Business and Software Architecture?
Joao-Pierre S. Ruth, Senior Writer,  1/15/2021
Slideshows
10 IT Trends to Watch for in 2021
Cynthia Harvey, Freelance Journalist, InformationWeek,  12/22/2020
News
How CDOs Can Build Insight-Driven Organizations
Jessica Davis, Senior Editor, Enterprise Apps,  1/15/2021
Register for InformationWeek Newsletters
Video
Current Issue
2021 Top Enterprise IT Trends
We've identified the key trends that are poised to impact the IT landscape in 2021. Find out why they're important and how they will affect you.
White Papers
Slideshows
Twitter Feed
Sponsored Live Streaming Video
Everything You've Been Told About Mobility Is Wrong
Attend this video symposium with Sean Wisdom, Global Director of Mobility Solutions, and learn about how you can harness powerful new products to mobilize your business potential.
Sponsored Video
Flash Poll