SAP and Vonage expand AI-driven partnership for enterprise experiences

Vonage, a cloud communications company and Ericsson subsidiary has expanded its collaboration with SAP to enhance AI-driven enterprise experiences worldwide.

This partnership aims to integrate Vonage’s communications and network Application Programming Interfaces (APIs) with SAP Business Technology Platform (SAP BTP) and SAP Business AI. The collaboration will create intelligent, next-generation applications that seamlessly fit into existing business workflows.

According to Vonage, this initiative marks a significant advancement in the way businesses leverage AI and network APIs to improve operations and customer interactions. SAP provides the foundational platform by integrating SAP Business AI with SAP BTP, while Vonage enhances these capabilities with its communications and network APIs, utilizing Ericsson’s extensive telecommunications infrastructure.

Commenting on the partnership, Philipp Herzig, SAP’s CTO and Chief AI Officer, said, “This collaboration with Vonage is a great example of how powerful AI agents will be able to handle multi-step processes, interacting with humans when necessary and otherwise solving issues autonomously.”

The partnership will focus on pilot use cases and proof-of-concept (POC) demonstrations, with an initial showcase set for Mobile World Congress (MWC) 2025 in Barcelona.

Teaming up with accenture, SAP, and Vonage will demonstrate a POC highlighting a multimodal application of Agentic AI integrated with Vonage APIs. This showcase will illustrate how AI-driven solutions can amplify operational efficiency and customer experience through real-time network and communication-enabled insights, with a specific focus on large enterprises.

Seckin Arikan, Head of API at Vonage, underscored the importance of this initiative, stating, “By integrating Agentic AI and network APIs with SAP Business AI capabilities, we are providing businesses with tools to reimagine operations, improve customer experiences, and meet the growing demands of digitization. Together with SAP, we are turning innovation into actionable business value for enterprises.”

What this means for SAPinsiders

Enhanced AI-driven automation. SAP’s integration of AI into its ERP systems enables enterprises to automate complex, multi-step processes, thereby improving efficiency and reducing manual intervention. For instance, SAP’s AI algorithms analyze vast datasets to detect anomalies, optimize inventory levels, and provide financial forecasts, allowing organizations to make proactive, data-driven decisions. In this partnership, SAP’s AI capabilities, combined with Vonage’s network APIs, will enable enterprises to automate complex multi-step processes, improving efficiency and reducing manual intervention.

Seamless integration ensures smooth and intelligent operations. – SAP Business AI and SAP BTP facilitate embedding AI-powered solutions directly into existing ERP systems, which supports the automation of manual and repetitive processes, such as payment processing and financial close tasks. For instance, SAP Business AI offers over 130 AI scenarios, with plans to expand to 400 by the end of 2025, covering areas such as supply chain management, finance, procurement, and human resources. These AI capabilities enable businesses to embed intelligent processes directly into their existing ERP systems, facilitating tasks like predictive maintenance, automated financial forecasting, and intelligent supplier management. This enhances an organization’s overall operational efficiency.

AI improves customer engagement and operational insights. By leveraging real-time network data and communication-enabled insights, enterprises can enhance customer interactions and make data-driven decisions with greater accuracy. For instance, AI-driven features within SAP’s CRM can automate the classification and summarization of customer emails, extracting key information to route inquiries to the appropriate departments. This automation reduces response times and improves the efficiency of customer service operations.