SAP Business Communications Management
all-IP multichannel communication platform


SAP BCM - contact center and enterprise telephony in one

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SAP Business Communications Management (BCM) is an all- IP telephony software package that enables a single, integrated system to be used for both customer service and enterprise telephony.
SAP BCM combines voice and data traffic with information systems and databases to produce a centrally-managed system that allows unified queuing, prioritizing and routing of all contacts – fixed telephone, mobile, e-mail, fax, voice mail, web contacts, chat and SMS.
With SAP BCM, you are able to utilize the knowledge and expertise from anywhere in your organisation to efficiently and effectively administer sales force and customer service operations.

SAP BCM brings communications logic to core business processes with a unified ip telephony solution

SAP BCM allows you to control, measure, and adjust your key business processes from sales to customer support.

More sales

  • Effective pipeline and sales process control
  • Lower cost per lead
  • Increase in revenue per head
  • Better sales closure rates

Improved efficiency and accuracy in order handling

  • Less abandoned contacts means less lost revenue
  • Lower costs per transaction
  • Increase in up- and cross-sales

Increase in customer retention and satisfaction

  • Better control of the customer service process
  • Optimized match between expert skills and customer needs
  • Increase in workforce mobility
  • Superior quality and service levels

Reduced costs and improved customer service quality

With SAP BCM, cost savings come from an increase in productivity, better motivation, and the extended availability of your workforce. In other words, you can save a lot while improving your service levels.
"SAP´s solution enables us to respond to service peaks effectively and flexibly. As a result, our service levels have risen well above the level that was customary before implementing the solution. The solution has also diversified the job responsibilities of contact center agents, thus raising their motivation." -Ms. Marja-Terttu Kanerva, Contact Center Manager, VR Group (Finnish Railways)

Grows with your business

A SAP BCM IP telephony solution flexibly adjusts to your current and future requirements to ensure the continuity and profitability of your business. The solution can be implemented as an on-demand service or an in-house system.
"The robustness of SAP´s solution was an essential criterion in our choice of system. SAP BCM software enables us to meet our challenges successfully, both now and in the future." -Mr. Petri Carpén, Deputy Managing Director, Luottokunta

Deploys in days

A SAP BCM solution is fully interoperable with any existing telephony system and can be deployed exceptionally fast. You don´t need to wait months to get results. Instead, a SAP BCM solution can be smoothly deployed on a location-bylocation or user-by-user basis, independent from the underlying infrastructure and telecom operator. Even the most advanced functionality is easy to use and does not require days of user training.
"With SAP BCM software we are able to provide our customers with large-scale, tailor-made contact center solutions with rich functionality with a low up-front investment and fast deployment time." -Mr. Markus Naaf, Member of Branch Management, T-Systems

Faster time to margin with proven results

SAP BCM means a solid, reliable, and field-proven technology investment. The total cost of ownership will be remarkably lower with an industry-standard-based system, and fast deployment ensures you a faster time to margin. Over 200 customers in 13 countries have experienced the effectiveness of SAP BCM software.
"The SAP BCM contact center solution has elevated our customer service, business administration, and employee satisfaction to new levels, bringing us considerable financial benefits." -Ms. Marketta Kaario, Customer Manager, Sanoma Magazines

Multi-channel connectivity for your business needs


  • Fixed and wireless voice
  • E-mail
  • Fax
  • Voice mails
  • Web contacts
  • Chat
  • Text messages
  • CallBack requests


  • Enterprise telephony for desk-based and mobile employees
  • Switchboard for fixed and mobile extensions
  • In and outbound contact center operations
  • Help desk
  • Task flow management
  • Real-time monitoring and reporting
  • Delivery as an on-demand service or in-house solution

As the world's leading provider of business software, SAP delivers products and services that help accelerate business innovation for our customers. By using SAP solutions, organizations of all sizes – including small businesses and midsize companies – can reduce costs, improve performance, and gain the agility to respond to changing business needs.
With SAP BCM software, voice and data traffic, information systems, and databases are combined into a centrally-managed system that allows unified queuing, prioritizing and routing of all contacts – fixed telephone, mobile, e-mail, fax, voice mail, web contacts, co-browsing and SMS. SAP BCM software is used by over 200 companies in 18 countries.


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