Nexmo, a leader in global cloud communications platforms, has signed a partnership agreement with SAP SE that allows it to integrate Nexmo Chat App API with the SAP Cloud for Customer solution.
By using Nexmo Chat App API, customer service agents will now be able to engage customers on chat apps like WeChat and Viber through SAP Cloud for Customer, and service customers in real time without having to leave the SAP solution.
“We are excited to partner with SAP to connect customer service agents to their customers on WeChat and other chat apps,” says Chris Moore, chief revenue officer at Nexmo. “SAP is a global leader in customer engagement and commerce, and we are thrilled to extend SAP’s customer engagement channels to include social chat.”
The partnership is the latest for Nexmo’s Chat App API, which connects brands and CRM platforms to customers via their preferred chat apps. In October, Nexmo connected KLM Airlines to its customers on WeChat via KLM’s CRM platform. Nexmo also announced a partnership with Marketo and Bright Pattern.
Chat apps like WeChat, KakaoTalk and Viber are crucial in reaching consumers, having amassed over 1-billion monthly active users worldwide. WeChat, the dominant chat app in China, recently exceeded 650-million monthly active users. Users are spending the majority of their time within the chat apps, using them to access diverse services like e-commerce, taxis and customer service. With this integration, customer service agents using SAP Cloud for Customer can service customers on the platforms where they are spending the majority of their time.