Case Study: SAP boosts contact center efficiency with Microsoft Skype for Business and Luware LUCS

SAP extends their Skype for Business telephony solution to their global call centers through LUCS contact center by Luware

SAP, a global enterprise software company, sought to gain efficiencies from its company-wide migration to Skype for Business and reduce its on-premises infrastructure demands for its over 15 global call centers. The challenge was to streamline operations and free up their IT staff from maintenance tasks to allow for more strategic work. To address this, they worked with vendor Microsoft Corporation and implemented the LUCS contact center solution by Luware, built on Skype for Business.

The solution, LUCS, integrated natively with Skype for Business to provide omni-channel support, handling chat, voice, and desktop sharing within a single client. By outsourcing infrastructure and application maintenance to a hosted partner environment, the IT team reclaimed 20% of their daily work time. This allowed them to focus on innovation and strategic support. A key measurable result was the internal IT helpdesk now handling over 500 chat conversations per day, a channel that proved highly popular with employees.

SAP

Robert Coomans

Service Manager for Contact Center Technology