SAP Contact Center is a customer service-oriented contact center management solution designed for businesses of all sizes. It offers multi-channel contact management, interactive voice response (IVR), voice over IP (VoIP), voicemail and call recording functionalities within a suite. The product is available on-premise and runs on Windows operating system.
SAP Contact Center features intelligent routing, which allows users to cue the customer calls and route them to the most appropriate resource based on their area of expertise and availability. The product also allows users to cue SMS and email messages in the Communication Desktop application.
SAP Contact Center also features online monitoring, which allows managers to access real-time reports on key performance indicators, statistics and historical performance.
SAP offers online, live chat, phone and email support to the customers. Users can also access an online knowledge base and guides. The vendor charges separately for voice channel and e-channel (chat, email, fax and SMS messages) software.