SAP provides online monitoring, reporting, and analysis capabilities, along with other contact center solutions, such as voice over IP telephony services, unified multichannel contact routing, voicemail and messaging services, call recording and contact history services, consolidated administration, management, and control. It can be used as a standalone solution or integrated with other applications. Further, it is natively integrated with the SAP CRM application and the SAP cloud to provide an end-to-end customer experience solution.
USP : SAP provides SAP Contact Center software in the contact center analytics market
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SAP SE Presence in Contact Center Analytics Solutions
SAP is a reputed global software and services provider having a direct or indirect presence in more than 180 countries through a group of 255 subsidiaries to distribute SAP’s products, solutions, and services. SAP has invested in SAP Labs Network and SAP Innovation Center Network, thus reflecting its commitment toward product differentiation and innovation. SAP Labs are located in 13 countries across the globe, which help SAP understand the trends being accepted and accordingly bring about changes in its offerings to increase its global market share. The presence in all geographic regions helps SAP collaborate with the top universities and hire employees from dynamic and vibrant communities. The company has invested around 15% of its annual revenue in 2016 in R&D activities. Further, acquisitions and partnerships have been the key inorganic strategies adopted by SAP SE to expand its product portfolio and geographic presence.
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