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We have been very excited to see all the information and best practices sharing on this SAP Business Communications Management (SAP BCM) community site. We all want to thank you for your contributions. Our goal is to deliver contact centers that “Wow” and now we have some exciting news to share with you. Frost & Sullivan presented SAP Business Communications Management with the 2012 North America Customer Value Enhancement Award in Contact Center Systems. SAP BCM is being recognized for the superior focus on enhancing the value that our customers receive. This is a great honor and we are thrilled to have this recognition. Since most of you work with and/or use SAP BCM, this award is a great presentation of the value the solution provides for our customers and I hope this inspires you to continue the great work you have been doing.

Here is a brief summary of the SAP Business Communication Management success factors highlighted in the Frost & Sullivan award analysis. The whole report is available on the SAP BCM website.

Frost & Sullivan highlighted four key success factors for SAP BCM. These factors are:

Broad Product Portfolio

  • SAP BCM is an all-in-one communications solution which includes a broad set of applications and it allows unified routing, handling, monitoring, and reporting of all customer contacts.

Application Integration and Business Process Automation

  • SAP BCM is natively integrated with SAP CRM, SAP ERP, and SAP BusinessByDesign solution with no additional software or hardware component requirements.

Cost Reduction

  • SAP BCM customers utilizing SAP CRM eliminate complexity and cost of supporting, maintaining, and integrating different communications systems with contact center and business application software.

Support of Multiple Deployment Options

  • SAP BCM can be sold as a premise-based solution and also hosted and hybrid deployment models are offered. Alternative models include support for public cloud, premise-based private cloud, and hosted private cloud.

The award analysis states that these success factors provide value to SAP Business Communications Management customers by providing customers complete end-to-end communication, collaboration, and business process automation without the complexity and cost of supporting, maintaining, and integrating different communications systems with contact center and business application software. SAP BCM scales from 10 users to 10,000 users and due to its all-software and all-IP based product nature, SAP BCM is strongest in virtual contact center environments where contact center agents are physically distributed to multiple sites or regions but are managed, monitored, and reported as one operation. This provides value to SAP customers by offering flexibility in designing and expanding their contact center operations.

The report conclusion states that SAP saves their customers time and money by providing superior out-of-the-box integration with SAP solutions at no additional cost. Also the availability of multiple deployment options ensures that SAP solutions are low cost and high value.

Thank you Frost & Sullivan for this recognition!

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