GENBAND has signed enterprise IT giant SAP as a global reseller for its collaboration platform, which supports chat, videoconferencing and other real-time communications. The deal allows SAP to integrate a range of customer engagement channels for sales, service and business professionals directly into its customer relationship management (CRM) business applications.
GENBAND's offering is a platform-as-a-service (PaaS) play dubbed “Kandy,” but SAP will re-label it rather straightforwardly as the SAP Real-Time Communicator Web application by GENBAND. It can be integrated with the SAP Cloud for Customer portfolio, and the SAP hybris Commerce solution. Users can tap into presence, instant messaging, and voice and video chat/conferencing directly from the SAP software.
"As the world's leading provider of enterprise software and services, SAP is the ideal partner to collaborate with,” said Paul Pluschkell, executive vice president of strategy and cloud services for GENBAND. “Integrating our real-time communications capabilities within its solutions for customer engagement aims to create powerful, unique customer experiences
Pluschkell added, “SAP Real-Time Communicator allows SAP to enhance its customer engagement model and continue to deliver solutions that empower its customers to work smarter and more efficiently."
SAP Real-Time Communicator also will allow enterprises to offer personalized engagement to customers. SAP’s cloud CRM portfolio brings marketing, sales, commerce, customer service and social CRM together, with contact management and customer analytics. GENBAND’s platform will offer more inputs to that system, to gather a holistic view of the customer across engagement channels.
"By embedding digital communications in SAP Cloud for Customer, we are able to offer our customers dramatic improvements in productivity to help make the experience richer, more contextual and highly efficient for managing vital relationships," said Nayaki Nayyar, senior vice president of Cloud for Customer engagement at SAP. "We found GENBAND's platform to be an advanced market offering that was uniquely positioned to help us launch new capabilities quickly across our applications. This, combined with GENBAND's proven technology performance leadership, global presence and comprehensive product portfolio, all factored into our decision to select this platform."