SAP Buys Wicom

SAP acquires Wicom Communications to deliver communication-enabled business processes

May 14, 2007

3 Min Read

VIENNA, Austria -- In a move that will enable companies to streamline and improve the agility of their customer- facing processes, SAP AG (NYSE: SAP - News) today announced the acquisition of Wicom Communications, a leading, privately-held provider of all-IP contact center and enterprise communications software based in Espoo, Finland. The acquisition will enable SAP to offer companies the ability to better integrate communications technologies and business systems so that they can more effectively serve their customers, regardless of how they connect to the business; connecting functions such as customer service, marketing, finance and sales; and making sure that all customer-facing employees wherever they are located have access to the same relevant knowledge and data. Founded in 1999, Wicom delivers concrete business benefits for approximately 200 contact centers and contact-intensive multi-sited enterprises in 18 countries. Terms of the transaction were not disclosed. The announcement was made at SAPPHIRE® '07, SAP's international customer conference, being held in Vienna, Austria, May 14 - 16.

SAP sees a growing market trend for companies to create, mature and service their business network: including customers, partners, suppliers and competitors; extending business processes beyond the traditional enterprise boundaries. To successfully leverage these network members, companies must be able to build and manage virtual business processes and teams to harness the full range of knowledge, resources and communication channels. With the addition of Wicom, SAP will enable our customers to leverage communication- enabled business processes to more effectively serve and manage their business networks to deliver superior customer experience.

"To successfully create an agile enterprise, executives must radically alter how they harness their communications to create more-effective business processes," said Bern Elliot, Gartner, Inc. "These changes will result in faster response times, more accurate interactions and better social context for the communications."(1)

In today's global business marketplace, people, processes, knowledge and contact points are distributed across multiple geographies, functions and organizations. At the same time, customers are increasingly seeking service by connecting to companies' personnel through multiple channels; including voice, SMS, Web, e-mail and mobile phones; making it challenging to synchronize activity across these communication silos. With Wicom Communications, SAP will deliver a multichannel all-IP, end-to-end contact center solution, integrating communication processes into customer service. This solution will help customers streamline the integration of disparate hardware and software components while allowing for central management and reporting of dispersed resources and processes.

"Wicom firmly established itself as an innovator in improving the performance and quality of customer service, telesales and daily business interactions for our growing customer base," said Ilkka Kivimaki, CEO, Wicom. "Together, SAP and Wicom will support communication-enabled business processes, starting with a complete solution for a multichannel all-IP contact center. Joining SAP opens up our innovation to a larger set of business and development opportunities. I'm excited for our employees to join the SAP team and for our customers, who will benefit from a unified solution to manage communication-enabled business processes."

Wicom Communications Ltd.

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