Atos Origin Deploys Innovative SAP Voice Over IP Solution In Its Global Service Centers For Unified Customer Communications

SAP® Business Communications Management Software Drives Worldwide Help Desk


LAS VEGAS - June 2008 - — SAP AG (NYSE: SAP) and Atos Origin today announced the deployment of Atos Origin’s global service and help desk operation stretching across five continents, following the implementation of SAP® Business Communications Management software. The announcement was made at Call Center Week, being held June 22–26 in Las Vegas, Nevada.

This unified communications and service platform enables a geographically independent, consolidated global service up to the highest standards of resilience and reliability. In just five weeks, Atos Origin deployed SAP Business Communications Management in its six global service centers. Its agents around the globe were immediately handling e-mails and voice contacts within the global help desk service.

Atos Origin, an international IT services company, faced various challenges managing a global help desk service, including diverse local infrastructures and complex proprietary technologies. To lower the costs and complexities of traditional communications solutions, Atos Origin turned to SAP Business Communications Management software for the comprehensive, all IP-based, multi-channel business communications solution it provides. Deployed centrally, the software unifies Atos Origin’s contact center services and locations all over the world. The company now delivers more flexible, cost-efficient and streamlined help desk service to its international blue chip customers, improving the overall customer experience from its six service centers in France, Malaysia, the Netherlands, Poland, Sao Paolo and Tenerife.

“We needed a unified and scalable system that could help us ensure 24/7 global service desk support and superior customer service,” said Mick Hassall, vice president, Global Managed Operations, Atos Origin. “Only SAP Business Communications Management could deliver a truly location-independent, multi-channel solution in a very short deployment time. With the software, we have been able to unify our network of global delivery centers with consistent infrastructure, processes and tools.”

By bringing together communications technologies and business systems, SAP Business Communications Management software and the SAP® Customer Relationship Management application help organizations like Atos Origin to create communication-enabled business processes that leverage organizational know-how, reduce total cost of ownership and enhance marketing, sales and service activities. Atos Origin will leverage the experience of SAP Business Communications Management to bring these benefits to its clients.

Atos Origin has more than 20 years of experience with SAP applications and is an SAP global services partner, an SAP global hosting partner and a member of the Enterprise Services Community program. Atos Origin has more than 5,000 consultants offering services in support of SAP solutions around the globe and operates data centers in all geographical regions.