List of SAP Interaction Center Customers
Walldorf, 69190,
Germany
Since 2010, our global team of researchers has been studying SAP Interaction Center customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased SAP Interaction Center for Call Center from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using SAP Interaction Center for Call Center include: Applied Materials, a United States based Manufacturing organisation with 34000 employees and revenues of $26.52 billion, Lennox International, a United States based Manufacturing organisation with 12600 employees and revenues of $4.98 billion, HSE, a Germany based Retail organisation with 800 employees and revenues of $261.0 million and many others.
Contact us if you need a completed and verified list of companies using SAP Interaction Center, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The SAP Interaction Center customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Applied Materials | Manufacturing | 34000 | $26.5B | United States | SAP | SAP Interaction Center | Call Center | 2015 | n/a |
In 2015, Applied Materials implemented SAP Interaction Center, a Call Center application, as a global CRM and service deployment. The implementation was scoped to support service and resource planning and to coordinate field service across Applied Materials' global manufacturing and service operations.
SAP Interaction Center was configured to support CRM service workflows and resource planning capabilities, and a mobile dispatch app was provisioned for roughly 3,000 field engineers. Functional modules emphasized service case handling, resource scheduling, and mobile service execution to enable dispatcher to field interactions and field engineer task management.
The deployment integrated SAP Interaction Center with resource planning and mobile service components, synchronizing dispatch and scheduling data between the central CRM and mobile devices. The mobile dispatch app exchanged service assignments and status updates with the interaction center and resource planning functions to keep work order and engineer availability information consistent across systems.
Rollout was executed as a global CRM and service program with centralized governance to standardize dispatch and resource planning workflows across regions. The mobile dispatch rollout to roughly 3,000 field engineers and the integration of SAP Interaction Center with resource planning and mobile service aimed to improve field-service coordination.
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HSE | Retail | 800 | $261M | Germany | SAP | SAP Interaction Center | Call Center | 2007 | Syskoplan Reply |
In 2007 Home Shopping Europe HSE24 implemented SAP CRM including the SAP Interaction Center as part of its Customer is King program, deploying SAP Interaction Center to address inbound and outbound contact workflows in the Call Center category. The rollout was explicitly focused on centralizing multichannel customer service across Germany, Austria, and Switzerland and on providing a consistent agent experience for hundreds of call center agents.
The implementation concentrated on CRM and call center process capabilities, leveraging SAP Interaction Center functionality to provide an integrated agent desktop, interaction logging, and unified handling of phone and nonvoice channels consistent with Call Center best practices. Configuration work emphasized multichannel integration and standardized contact handling to support scripted processes and case escalation across service teams.
The project was implemented with partner involvement from Syskoplan Reply, with contemporaneous reporting referencing syskoplan cm4 as part of the delivery team. Operational scope covered customer service and contact center departments across the DACH region, with rollout governance aligned to the Customer is King program to coordinate process changes, training, and staged adoption.
The implementation established a centralized SAP CRM based service layer through SAP Interaction Center to unify multichannel contacts and support hundreds of agents, preserving explicit program objectives around centralized service and multichannel integration.
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Lennox International | Manufacturing | 12600 | $5.0B | United States | SAP | SAP Interaction Center | Call Center | 2006 | Amc Technology |
In 2006, Lennox International implemented SAP CRM Interaction Center, referenced here as SAP Interaction Center, as a Call Center deployment in the United States. The project targeted the companys customer service and order entry functions to centralize multichannel customer interactions.
The deployment integrated SAP Interaction Center with Avaya telephony using AMC Technologys MCIS product to provide a unified agent view across voice, email, fax and online order interactions. Functional capabilities implemented included multichannel interaction routing, a consolidated agent desktop for contact handling, and transaction capture within the CRM for order processing and case management. These capabilities align with standard Call Center workflows for agent assisted order entry and customer service.
AMC Technology served as the integration partner responsible for the MCIS middleware integration between Avaya and SAP, delivering telephony event synchronization and screen pop workflows. The implementation covered call center operations in the United States and spanned agent desktop configuration, telephony integration, and CRM interaction logging. Business functions impacted included customer service, contact center operations, and order management.
The rollout emphasized multichannel handling and agent efficiency, with the stated aim of improving unified handling of voice and nonvoice channels. Governance centered on integrating telephony events with CRM processes through MCIS and standardizing agent workflows across channels.
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