Enterprise products, solutions & services
Hangzhou, China – September 29, 2014 – Huawei announces today that its eSpace Contact Center V2 solution has been certified by the SAP Integration and Certification Center (SAP ICC) for integration with SAP® Customer Relationship Management (SAP CRM), version 7.0, enhancement pack 3 (EHP3).
As enterprises have growing service awareness, the Huawei contact center bridges the communication gap between enterprises and customers. It has transformed from a simple customer service center to a profit center capable of providing value-added services and precision marketing. As the largest contact center solutions provider in China, Huawei provides a holistic solution that incorporates a wide range of functions, including intelligent call routing, multimedia access, interactive voice response (IVR), recording, quality inspection and report. To interoperate with customers’ CRM systems and simplify service migration, Huawei’s contact center software has pre-integration with offerings from industry-leading CRM vendors, including SAP, to provide a CRM-enabled contact center solution that requires no custom development.
SAP CRM 7.0 EHP3 is the latest SAP release, with added functions – such as presence and multi-party conferencing – to enable streamlined communication among customers, agents and experts. To maximize its advantages, SAP CRM, one of the industry’s most robust CRM applications, also needs a reliable and open contact center platform to neatly converge communication capabilities and service processes. In future, Huawei will continue to pre-integrate new functions in SAP CRM into its contact center platform and provide sustainable solutions to help customers to gain a competitive edge.
Wang Junhai, management director of Huawei eSpace Contact Center software, said, “We are delighted to see the integration between Huawei eSpace Contact Center V2 and SAP CRM software. The Huawei eSpace Contact Center solution has made significant achievements in cloud computing, mobile applications and social media services. In addition, Huawei has also launched industry-specific contact center solutions. Working with SAP CRM, we can maximize our respective advantages.”
Huawei has established open, industry-specific laboratories across the globe to jointly develop contact center solutions, build a healthy industry chain and create win-win situations with partners.