SAP and Avaya share a vision for leading the adoption of a Services Oriented Architecture to maximize the speed, flexibility and utility of software solutions.  SAP is the market leader for enterprise business software with 12 million users in over 38,000 companies globally.  SAP has extensive and rich knowledge of and expertise in the core business processes and best practices in more than 25 industries.  Avaya’s leadership in business communications applications creates the opportunity for broader solution proposals with best of breed components.  Avaya solutions extend the value of SAP applications by providing intelligent communications for increased accessibility, flexibility and effectiveness.  As the worldwide leader in IP Telephony, Avaya garners strong consideration from customers looking to leverage the benefits of IP communications in their contact centers and in their enterprise applications.  Avaya is the leader in call centers in North America, Latin America, Europe and Asia Pacific. Over 1 million customers, including 90 percent of the FORTUNE 500® provide a large base for collaboration with SAP. Over 23,000 large Call/Contact Centers globally using Avaya provide a significant opportunity for joint solutions with SAP.

 

 

Avaya Contact Center solution integrates with SAP CRM to provide communication services for a multi-channel contact center solution.  Avaya Contact Center solution blends customer contacts from multiple communication channels (voice, e-mail, Web chat, self-service) into a universal queue and routes them to the best available agent, presenting the customer’s information via the SAP Interaction Center (SAP IC) agent desktop.  Using the Avaya advanced routing algorithm, companies can optimize the match rate of their best customers to their best agents, improving the customer experience and sales results.  Avaya Contact Center solution enables customers to flatten, consolidate and extend contact centers by utilizing IP Telephony to create a virtual contact center that spans multiple locations.  As a more basic offer, Avaya provides a basic, voice channel only integration to SAP CRM customers. A multi-channel contact center solution helps customers provide better service to their customers with greater efficiency.

 

 

 

Through its solutions for Communications Enabled Business Processes (CEBP), Avaya is providing a way for enterprises to create a more agile and responsive organization by transforming how they detect and respond to critical events in their business processes.  The Avaya CEBP solution delivers a holistic combination of consulting, Communications Process Manager software and support services that integrate Intelligent Communications with SAP enterprise software, making it possible to quickly respond to events and information that, in turn, translate to satisfied end customers and increased profitability.  Avaya and SAP provide the consulting, planning, design, software customization and custom application support services necessary to deliver a solution tailored to a customer’s specific requirements.

Typical process candidates for communication-enablement are those that are transaction-intensive, involve large volumes of data and/or are those where significant delays in responding to exceptions could mean lost productivity and slow customer response time.

 

Examples of processes and applications that can benefit from CEBP include:

 

 

Based on a business consultation, Avaya and SAP will make a recommendation as to how a processes can benefit from Intelligent Communications.  Avaya and SAP will then create a high-level architecture and design a solution that’s right for a customer’s business.