MOUNTAIN VIEW, Calif., March 20, 2013 /PRNewswire/ -- Based on its recent analysis of the contact center systems market, Frost & Sullivan recognizes SAP with the 2012 North American Frost & Sullivan Customer Value Enhancement Award for the all-in-one functionality that SAP® Business Communications Management software offers. The value that SAP provides is in the integration of the contact center and communications functionality with the broader business software that SAP has been traditionally known for.
SAP Business Communications Management is natively integrated with the SAP Customer Relationship Management (SAP CRM) application, the enterprise resource planning (ERP) application SAP ERP, and the SAP BusinessByDesign® solution, which means no additional software or hardware components are required. This integration allows existing SAP enterprise software customers—that often have a long-term investment in their business process software—to immediately see value through deployment of SAP Business Communications Management.
"SAP Business Communications Management provides SAP customers with maximum interoperability and enables employees inside and outside the contact center with the same features," said Frost & Sullivan Principal Analyst Customer Contact, Nancy Jamison. "Value is therefore provided to customers through end-to-end communication, collaboration, and business process automation, all without the complexity of different vendors' systems."
Being able to combine CRM and other business data with the communication structure allows companies to manage business processes more effectively in realtime and increase accuracy in those business processes with SAP Business Communications Management. So, while the competition is doing integrations with SAP software, SAP customers have end-to-end communications with native integration to SAP business software without any additional integration costs, making it a cost-effective solution for SAP customers."Since it is pre-integrated, SAP Business Communications Management reduces the total cost of ownership (TCO) for customers by eliminating the complexity and cost of supporting, maintaining, and integrating different communications systems with contact center and business application software," explained Ms. Jamison. "In fact, our research reveals that SAP Business Communications Management customers utilizing SAP CRM can save, on average, 25 to 30 percent in costs over three to five years compared to other competing solutions, with greater savings seen in larger and more distributed contact centers. Product license costs are roughly comparable for smaller centers but are priced more competitively for larger, more complex configurations."