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Deliver exceptional customer service – online and on the phone – with SAP Contact centre

Improve customer service across call, e-mail, and Web channels – even when volume is high and resources are distributed. SAP Contact centre software can help you seamlessly queue, prioritize, and route customer contacts. Optimise contact centre operations, provide fast access to problem solvers – and embed multichannel communications in SAP Customer Engagement and Commerce applications.

Why SAP Contact centre?

Because today’s customers need to feel valued and supported across all channels. SAP Contact centre uses smart contact routing and handling to ensure your customers reach the right people to solve their problems – fast. With our contact management software, you can:

  • Facilitate omnichannel customer service with a universal routing engine
  • Embed omnichannel communications to improve agent productivity and first contact resolution
  • Personalise customer service with insight from real-time customer data and analytics

Learn how SAP Contact centre software can simplify the lives of business users and IT staff:

Functional Capabilities

Inbound contact centre: Provide effortless customer service Shorten response times, improve agent performance, and adapt contact centre operations in real time.

Outbound contact centre: Improve telemarketing effectiveness Plan and execute successful telemarketing programs with our all-IP outbound contact centre software – delivering greater flexibility and control.

Expert and mobile users
Connect your office and mobile experts with customers exactly when needed to improve satisfaction scores.

Automated Web self-services (IVR)
Enhance contact routing, increase first contact resolution, and deliver automated service with interactive voice response.

Native integration with SAP Customer Engagement solutions
Embed communications into your customer service processes to provide a seamless omnichannel experience.

Technical Capabilities

Voice over IP (VoIP) telephony services
VoIP telephony functions allow users to make outbound calls using softphones or IP desk phones. VoIP calls can also be made to and from the Public Switched Telephone Network (PSTN) using standard 3rd party VoIP gateway hardware.

Unified multichannel contact routing
Route inbound communications from all channels – phone, fax, e-mail, voicemail, text, chat, or online – to the experts who can best meet their needs.

Voicemail and messaging services
Handle and queue e-mails in the Communication Desktop (CDT) application – and send and receive SMS messages using 3rd party hardware. Receive customer chats initiated from a Web site and routed via queues to agents.

Presence and directory services Use the real-time presence management function to see how and when a given user can be reached – and improve the routing of calls and contacts. Feed external systems (e.g. passage control  systems) to a contact centre using the Directory and Availability Interface (DAI).

Call recording and contact history
Record any call by queue, user, or outbound campaign. Let agents view their personal contact history and customers’ previous contacts across all channels – so they can deliver better and faster customer service.

Online monitoring, reporting, and analysis tools
Monitor contact flow with real-time reporting and analysis tools for online status, statistics, and historical data. Transfer data to the appropriate database using the data collector component.

Consolidated administration, management, and control Standardise and optimise contact centre operations in real time. Consistently manage all contact channels for tighter quality control – all via a single agent UI.

Softphone, IP deskphone, and mobile clients Leverage a CDT softphone with robust call handling tools. Get a real-time view of contact centre queues – even when agents are using an IP deskphone or mobile phone as their terminal.

Deep SAP business context integration
Link customer communications with the appropriate business context by networking with other SAP and non-SAP solutions and collaboration tools.  


System requirements for SAP Contact centre

System and software requirements vary according to specific customer scenarios – please refer to the SAP Contact centre Installation Guide or SAP Contact centre Master Guide for details. Also, please see for the latest information on updates and releases.

System Requirement Description
Databases Microsoft SQL Server* 2008/2008 R2 and 2012
Operating Systems Microsoft Windows Server* 2008/2008 R2 and 2012/2012 R2, 32-bit or 64-bit editions
Web Browsers Internet Explorer 7, 8, 9, 10, or 11
Java Platform Java SE Runtime 7 or 8, 32-bit edition
Web Servers Microsoft IIS 7.0/7.5/8.0/8.5 following the Windows Server version

Licensing and purchasing for SAP Contact centre

Note:You will need to include one voice channel for each IVR “port”.

  SAP Contact centre
License Metric
Supported Contact Channels
Voice, chat, Email, Callback, SMS, fax




Interactive Voice Response
(IVR) Features

  • Inbound contact centre (for supported channels)
  • Outbound contact centre
  • Call recording
  • Transcript reading 
  • Personal telephony


  • Touch tone (DTMF) selections
  • Self-service
  • Surveys  

Operator and Supervisor Features

  • Reporting
  • Monitoring
  • Supervisor functionality
  • Administration tools
SAP Contact centre, user (Material #7019286)

Min 10 users.

Reporting is included.

See what our customers are saying


Ensure a successful implementation and maximise your ROI with information resources that support the different phases of SAP Contact centre – from planning and installation to operation.


Plan your installation

Refer to SAP Contact centre Master Guide* and SAP Contact centre Security Guide* for important information about installation and upgrade planning.

Administer and configure

Refer to the Administration and Configuration Interface Guide* for information on how to configure users for an SAP Contact centre system – including 3rd party system integration.  


Download SAP Contact centre

Visit the SAP Support Portal* to download the SAP Contact centre 7.0 software installation package.


Need additional help with your implementation?
Contact SAP Digital Business Services or SAP Enterprise Support services


Find an SAP partner to help with your implementation

Install prerequisite components
Refer to Installation Guide: SAP Contact centre* for a step-by-step overview of the installation process, including a list of required tools and associated documentation.

Follow installation best practices To see a step-by-step example installation, review SAP Contact centre Introductory Training Part 1 IA and SAP Contact centre Introductory Training Part 2 SC.

Add integration interfaces Integrate with other SAP applications or add third-party functionality. Consult SAP Contact centre 7.0 Integration Interface Specifications for details.  


Need additional help with your implementation?
Contact SAP Digital Business Services or SAP Enterprise Support services


Find an SAP partner to help with your implementation


Manage your SAP applications

Refer to Operations Guide: SAP Contact centre* to learn how to manage, maintain, and run your SAP applications at peak performance.

Ensure the security of SAP Contact centre

Download the SAP Contact centre Security Guide* for important information on ensuring the security of your software.


Enhance your knowledge of SAP Contact centre

View the SAP Contact centre training and certification catalogue of instructor-led courses and e-courses – and train when and where it’s convenient for you.

Study implementation best practices

Review the SAP Contact centre Intro Training Guide* for sample implementation documents.

Question mark icon

Need help planning your SAP education? Learn how our education consulting services can help


Plan and carry out a successful upgrade to the latest release of SAP Contact centre – so you can take advantage of the new features and capabilities right away.


Why upgrade?

Learn about the latest features and functionality for SAP Contact centre.

Review the release notes

Plan your upgrade

The Upgrade Master Guide contains important information about SAP Contact centre 7.0 upgrade planning.

Read the guide*

Complete the upgrade steps

Refer to the SAP Contact centre Upgrade Guide for a step-by-step overview and examples of the upgrade process.

Read the guide*


Need additional help with your upgrade? Contact SAP Digital Business Services or SAP Enterprise Support services


Find an SAP partner to help with your upgrade


Get the support you need to keep your SAP CRM on-premise software running at peak performance. Our experts can help you maximise the value of your software, take advantage of new business models and capabilities, and more.

*Customer Login Required (S-User) – Information marked with an asterisk is available to current SAP customers only. Your customer login (s-user) is required to access this information. Please contact your local SAP support centre for assistance.

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