SAP and Siemens Demonstrate Efficient Intelligent Business Routing Based on Holistic Customer View.Business/High-Tech Editors Systems 2000 MUNICH, Germany--(BUSINESS WIRE)--Nov. 6, 2000 Siemens HiPath(TM) ProCenter Provides a High-Level Interface for Improved Integration Of mySAP(TM) Customer Relationship Management(TM) Solutions Today at Systems 2000 in Munich, SAP AG (company) SAP AG - (Systeme, Anwendungen, Produkte in der Datenverarbeitung - German for "Systems, Applications and Products in Data Processing") A company from Germany that sells the leading suite of client-server business software. The US branch is called SAP America. (NYSE NYSE See: New York Stock Exchange :SAP) and the Information and Communication Networks Group of Siemens AG Siemens AG German electrical-equipment manufacturer. The first Siemens company, Siemens & Halske, was founded in Berlin in 1847 to build telegraph installations. (DAX:SIEG SIEG Sieger Zeppelinpost Spezial-Katalog (German philately; specialized Zeppelin Mail Catalog) .F) announced the joint development of a solution allowing intelligent business routing of customer contacts for enhanced customer interaction. The solution, based on combining the SAP(TM) Business Routing Interface as part of mySAP(TM) Customer Relationship Management(TM) (CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. (TM)) with the Siemens HiPath(TM) ProCenter product, addresses the convergence of all communication mediums with SAP business data to allow businesses to integrate Internet Protocol See Internet and TCP/IP. (networking) Internet Protocol - (IP) The network layer for the TCP/IP protocol suite widely used on Ethernet networks, defined in STD 5, RFC 791. IP is a connectionless, best-effort packet switching protocol. and circuit-based customer interaction solutions for the contact center. An enterprisewide approach increases the quality of interaction with customers at all contact points. "By providing integrated intelligent routing with mySAP CRM solutions, businesses can gain a holistic customer view that leverages the most widely used communications channels Also called a "circuit" or "line," it is a pathway over which data are transferred between remote devices. It may refer to the entire physical medium, such as a telephone line, optical fiber, coaxial cable or twisted wire pair, or, it may refer to one of several carrier frequencies -- the telephone, e-mail and the Internet," said Rainer Zinow, vice president of the Interaction Center at SAP AG. "Siemens has been a longtime strategic partner for SAP, and this latest joint development leverages both companies' strengths to enable businesses to better serve their customers." Converging Data and Communications for Heightened Customer Service The joint SAP and Siemens solution demonstrates how businesses can streamline their move to emerging multimedia, multichannel Using two or more paths for transmission or processing. It can refer to a variety of architectures including (1) multiple I/O channels between the CPU and peripheral devices, (2) multiple wires in a cable, (3) multiple "logical" channels within a single wire or fiber or (4) multiple contact center solutions to manage all communications. By providing a holistic view of customer information throughout the enterprise, contact centers consisting of people working together can help better meet customers' needs. Unlike traditional computer telephony integration Computer Telephony Integration - Computer Telephone Integration (CTI (Computer Telephone Integration) Combining data with voice systems in order to enhance telephone services. For example, automatic number identification (ANI) allows a caller's records to be retrieved from the database while the call is routed to the appropriate party. ) linkages, this solution connects HiPath ProCenter and mySAP CRM at a level that allows the SAP system to directly download routing rules and information into the Siemens contact center product. With the systems properly tied together, all routing changes are made within the SAP environment, leaving the HiPath ProCenter free to manage the call-routing functions. Customers benefit from easier contact center administration and faster, more efficient routing of differing contact media. "We believe that by combining the SAP and Siemens offerings, we are setting benchmarks in the converging voice and data communications data communications, application of telecommunications technology to the problem of transmitting data, especially to, from, or between computers. In popular usage, it is said that data communications make it possible for one computer to "talk" with another. , dramatically improving the business of those using the solution as well as those whose needs are being addressed," said Dr. Michael Meyer, president of Customer Care Integration and responsible for global SAP relationship activities within Siemens Information and Communications Networks. About Siemens HiPath Enterprise Convergence Architecture HiPath Enterprise convergence architecture from Siemens allows companies to implement new convergence technologies in voice and data infrastructures in line with their specific requirements, while protecting existing capital investment. A comprehensive portfolio of new IP communication solutions is already available. Siemens can deliver industry-leading, advanced applications, including those within the HiPath ProCenter customer interaction and HiPath MobileOffice messaging and mobility portfolios of solutions, across both circuit-switched and IP platforms. Further information on HiPath can be found at http://www.hipath.com. About Siemens Information and Communication Networks Siemens Information and Communication Networks Group is a leading provider of integrated voice and data networks with a comprehensive portfolio of IP-based products and solutions for enterprises, carriers and service providers. The group has many years of experience in consulting, planning, installing and operating converged networks. It is an integral part of the Information and Communications (I and C) business segment of Siemens AG, one of the world's largest electrical engineering electrical engineering: see engineering. electrical engineering Branch of engineering concerned with the practical applications of electricity in all its forms, including those of electronics. and electronics companies with sales totaling more than EUR EUR In currencies, this is the abbreviation for the Euro. Notes: The currency market, also known as the Foreign Exchange market, is the largest financial market in the world, with a daily average volume of over US $1 trillion. 70 billion. I and C comprises the three groups Information and Communication Networks (51,500 employees, EUR 9.9 billion in sales), Information and Communication Mobile (20,000 employees, EUR 5 billion in sales), and Siemens Business Services (34,000 employees, EUR 5 billion in sales). Further information about ICN ICN International Council of Nurses. is available at http://www.ic.siemens.com/networks/index.htm. About SAP SAP is the world's leading provider of collaborative e-business software solutions. Through the mySAP platform, people in businesses around the globe are improving relationships with customers and partners, streamlining operations, and achieving significant efficiencies throughout their supply chains. Today, more than 13,000 companies in over 100 countries run more than 30,000 installations of SAP software. With subsidiaries in over 50 countries, SAP generated sales of EUR 5.11 billion in the fiscal year 1999. The company is listed on several exchanges including the Frankfurt stock exchange Frankfurt Stock Exchange The largest of Germany's eight securities exchanges, operated by Deutsche Borse AS. and NYSE under the symbol "SAP." (Additional information at http://www.sap.com) Copyright (c) 2000 SAP AG HiPath is a trademark of Siemens AG. SAP, mySAP, Customer Relationship Management and CRM are trademarks or registered trademarks of SAP AG in Germany and in several other countries. Other product or service names mentioned herein are the trademarks of their respective owners. This press release contains forward-looking statements forward-looking statement A projected financial statement based on management expectations. A forward-looking statement involves risks with regard to the accuracy of assumptions underlying the projections. based on beliefs of SAP management. Any statements contained in this press release that are not historical facts are forward-looking statements as defined in the U.S. Private Securities Litigation Reform Act The Private Securities Litigation Reform Act of 1995 (PSLRA) implemented several significant substantive changes affecting certain cases brought under the federal securities laws, including changes related to pleading, discovery, liability, class representation and awards fees and of 1995. The words "anticipate," "believe," "estimate," "expect," "intend," "may," "plan," "project," "should," and "will" and similar expressions as they relate to SAP are intended to identify such forward-looking statements. Such statements reflect the current views and assumptions of SAP, and all forward-looking statements are subject to various risks and uncertainties that could cause results to differ materially from expectations. The factors that could affect future SAP financial results are discussed more fully in SAP filings with the U.S. Securities and Exchange Commission (the "SEC"), including the SAP Annual Report on Form 20-F. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates. SAP undertakes no obligation to publicly update or revise any forward-looking statements. |
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