Skip to Content
Contact Us

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

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

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

Why SAP Contact Center?

Because today’s customers need to feel valued and supported across all channels. SAP Contact Center 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
  • Personalize customer service with insight from real-time customer data and analytics

Total Cost of Ownership of SAP Contact Center

Omni-channel is Seamless Customer Engagement

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

Functional Capabilities

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

Outbound contact center: Improve telemarketing effectiveness
Plan and execute successful telemarketing programs with our all-IP outbound contact center 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 center 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
Standardize and optimize contact center 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 center 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 Center

System and software requirements vary according to specific customer scenarios – please refer to the SAP Contact Center Installation Guide or SAP Contact Center 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 options for SAP Contact Center

There are two license options for SAP Contact Center software:

1. Voice Channel
2. E-Channel

Note: Reporting is bundled with both voice channel and e-channel. IVR is treated as a voice
channel. You will need to include one voice channel for each IVR “port”.

  Voice Channel   E-Channel
License Metric
Supported Contact Channels
Voice Chat, e-mail, SMS, fax




Interactive Voice Response
(IVR) Features

• Inbound contact center (for supported

• Outbound contact center

• Call recording

• Personal telephony


• Touch tone (DTMF) selections

• Self-service Surveys  

• Inbound contact center (for supported channels)

• Transcript recording

Operator and Supervisor Features

• Reporting

• Monitoring

• Supervisor functionality

• Administration tools

• Reporting

• Monitoring

• Supervisor functionality

• Administration tools

SAP Contact Center, voice channel, user (Material #7017327) SAP Contact Center, e-channel, user (Material # 7017326)

Min 10 users.

Reporting is included.

Min 10 users.

Reporting is included.

See what our customers are saying


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


Plan your installation

Refer to SAP Contact Center Master Guide* and SAP Contact Center 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 Center system – including 3rd party system integration.  


Download SAP Contact Center

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

Question mark icon

Need additional help with your implementation? Contact the SAP Service & Support organization

Install prerequisite components
Refer to Installation Guide: SAP Contact Center* 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 Center Introductory Training Part 1 IA and SAP Contact Center Introductory Training Part 2 SC.

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

Question mark icon

Need additional help with your implementation? Contact the SAP Service & Support organization


Manage your SAP applications

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

Ensure the security of SAP Contact Center

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


Enhance your knowledge of SAP Contact Center

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

View the catalog

Study implementation best practices

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

Download the training guide
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 Center – so you can take advantage of the new features and capabilities right away.


Why upgrade?

Learn about the latest features and functionality in SAP Contact Center 7.0 SP08.

Review the release notes

Plan your upgrade

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

Read the guide*

Complete the upgrade steps

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

Read the guide*


Need additional help with your implementation? Contact the SAP Service & Support organization 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 maximize the value of your software, take advantage of new business models and capabilities, and more.

Troubleshoot and Maintenance

Find solutions to known issues and stay up to date with technical planning resources and software updates.

SAP Support Portal resources

Expert Community

In our community connect with SAP experts – and get the latest news and views on SAP CRM and SAP Contact Center implementations, upgrades, innovations, and best practices.

SAP Contact Center SCN Community

Product presentations

Deployment tips and tricks

Demo videos

Back to top