Contact Center from Agilent Technologies all over the world put on multichannel platform Walldorf, to support the 24 June 2013 the rapid growth of the company, as well as the increasing demands of global customer service through flexible and powerful contact center, sets Agilent Technologies on SAP business communications management. The implementation of the IP-based multichannel platform for contact centers and enterprises with high volumes of communication takes over the ecenta AG. The company from Walldorf is a total of 37 contact center from Agilent Technologies with SAP business communications management (SAP BCM) equip. Agilent Technologies is a worldwide established technology companies for measurement technology and a technology leader in communications, electronics, life sciences and chemical analysis. Currently, Agilent 18,500 employees serve customers in more than 100 countries.
“Agilent global customer service organization consists of 37 contact centers, where more than a thousand advisors work. The rapid growth of the Organization and the changing requirements of customers require a flexible solution which can serve customers interaction channels preferred by them”, explains Joachim Schellenberg, Manager of business development of ecenta AG. The software and consulting company specializes in products as well as process and technical support for the software of from SAP AG. “The first phase of the operation extended to the Asia Pacific region. Now we prepare 2, the roll-out plan for the American continent phase.” The biggest challenges of the complex implementation of SAP BCM were the interruption-free operation of two very different business areas, as well as the creation of a stable solution that meets the business requirements of both areas. Also the experts of ecenta realized during the implementation of the IP-based communication platform for the integration of existing software such as SAP CRM and Siebel CRM in the respective national languages. The contact center and telephony software SAP business communications management enables customer service center.