PRESS RELEASE: MindTouch announced the signing of a global reseller agreement with SAP. As part of the agreement, SAP will resell the MindTouch cloud-based Software-as-a-Service (SaaS) solution as the SAP® Knowledge Central application by MindTouch. The solution is available now and enables customer-service agents to provide more appropriate content to customers consistently across channels, helping reduce service-interaction times, increase the value of responses, and ultimately improve customer satisfaction.
SAP Knowledge Central delivers relevant information to customers and agents using sophisticated and natural-language search and processing, content-ranking technology, and powerful analytics capabilities to allow companies to make more intelligent and targeted decisions about content and to update support knowledge in real-time. This, in combination with other SAP solutions, allows customers to better manage their customer-service and employee-service interactions in contact-center and self-service scenarios and to transform their users into experts.
“SAP’s cloud product portfolio constitutes the most comprehensive application portfolio for customer engagement and commerce as well as human capital management,” said Aaron Fulkerson, CEO of MindTouch. “For over two years, we’ve seen firsthand how customers have benefitted from layering MindTouch solutions with SAP software, allowing their business to benefit from increased strategic value. We look forward to bringing the solution to even more customers following this new reseller agreement with SAP.”
The solution integrates with the SAP Cloud for Service and SAP Cloud for Social Engagement solutions, as well as the SuccessFactors® Employee Central Service Center solution for the human resources line of business. Integrated solutions include both agent-enabled and self-service customer-interaction scenarios.
SAP Cloud for Service and SAP Cloud for Social Engagement are part of SAP’s Customer Engagement and Commerce suite of solutions, which are designed to help companies meet the needs of today’s empowered customer. This suite of solutions delivers a more consistent, omni-channel experience across the buying journey, helping provide the insight, experience and execution needed to engage customers at the right time, with the right offer or response to deliver a more superior experience that helps drive brand loyalty and, ultimately, revenue.
“By adding SAP Knowledge Central to our solution portfolio, we hope to enable our customers by delivering an end-to-end digital experience,” said Nayaki Nayyar, senior vice president, Cloud for Customer Engagement, SAP. “With this solution, companies can gain more information and knowledge about customers across all channels.”