Agilent Technologies Selects SAP to Drive World-Class Customer Service

SAP NEWSBYTESAP AG (NYSE: SAP) today announced that Agilent Technologies Inc., a worldwide leader in bio-analytical and electronic measurement instruments for the communications, electronics, life sciences and chemical analysis industries, has chosen SAP to optimize its customer service operations as part of its digital transformation strategy. SAP Business Communications Management software will integrate Agilent’s telephony system and SAP Customer Relationship Management (SAP CRM) application, and as a result, Agilent will be able to provide faster responses to customers with lower operating costs.

SAP software will be rolled out across 37 Agilent call centers around the world, benefiting more than 1,500 Agilent customer service representatives. With SAP Business Communications Management, these representatives will be able to better handle all incoming, multi-channel customer service inquiries. The software will provide interactive voice recognition, intelligent routing and business intelligence (BI), while helping to ensure that all calls reach the correct Agilent subject matter expert. Multi-channel customer service will enable telephone, email, fax, voicemail, text messaging and the Web, so that customers can be served in their preferred communication channel.

“We anticipate SAP Business Communications Management will inject a new level of agility into the servicing of customer inquiries,” said John Kohl, vice president, Infrastructure Services, Agilent Technologies. “We are excited about expanding our partnership with SAP in the transformation of our customer service operations.”

Through the package of communications-enabled processes, enterprises can gain optimized controls that cross people, channels, locations and platforms. For more information on how SAP is helping companies transform their CRM and call center systems with comprehensive end-to-end business communications, visit the SAP CRM page on and the Industries and Solutions newsroom. Follow SAP on Twitter at @sapnews.

About Agilent Technologies
Agilent Technologies Inc. (NYSE: A) is the world’s premier measurement company and a technology leader in communications, electronics, life sciences and chemical analysis. The company’s 18,500 employees serve customers in more than 100 countries. Agilent had net revenues of $5.4 billion in fiscal 2010. Information about Agilent is available on the Web at

Media Contact:
Evan Welsh, SAP, +1 (610) 203-9742, EDT