Huawei’s eSpace Contact Center V2 solution has been certified for integration with SAP® Customer Relationship Management
[Hangzhou, China, September 26, 2014]: Huawei today announced 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 increasingly demand enhanced service awareness, Huawei has developed contact centers that bridge the communication gap between enterprises and customers. These centers have transformed from simple customer service hubs to relationship management centers 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 reporting. To interoperate with customers’ CRM systems and simplify service migration, Huawei’s contact center software enables 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, needs a reliable and open contact center platform to neatly converge communication capabilities and service processes. In the future, Huawei will continue to pre-integrate new functions from SAP CRM into its contact center platform and provide sustainable solutions to help customers gain a competitive edge.
Mr. Wang Junhai, managing 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. By working with SAP CRM, we can maximize our respective advantages."
Huawei has established open, industry-specific laboratories globally to jointly develop contact center solutions, build a healthy industry chain, and create win-win situations with partners.