SAP Partners With Kaltura to Deliver Interactive Customer Experience

SAP launches its CX Enablement portal powered by Kaltura Video Platform as a Service (VPaaS) in beta mode to deliver an engaging, interactive video with elements of personalization.

New York-based software company Kaltura offers a comprehensive Video Platform as a Service (VPaaS) to enterprises, educational institutions, telecoms, and media companies including big names like Vodafone, Boston University, SAP, Deloitte, Oracle, and others. This week, the company announced that ERP giant SAP has implemented its VPaaS for its SAP CX Enablement portal (currently in beta). Leveraging Kaltura Interactive Video Paths, SAP developed an interactive video portal to deliver an engaging customer experience.

Dennis Schuetzsack, Head of Platforms, Media, and Innovation at SAP, saysOpens a new window , “We were excited by the interactive format, which not only allows us to engage viewers, it lets us make an incredible depth of content accessible while allowing viewers to watch just what interests them most. The gamification aspect also gives us insight into our viewers’ needs and preferences. But it’s more than that—releasing this now allows us to tell our customers that we still care about them and can bring them innovative support even under extraordinary circumstances.”

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Over the years, Kaltura has focused on on-demand video offerings such as corporate communications, webinars, podcasts, town halls, and its video offerings can support ten of thousands of attendees. And this isn’t the first time SAP has collaborated with Kaltura to develop engaging videos. In the past, SAP has utilized Kaltura’s video platform for internal use cases such as corporate communications, internal collaborations, sales enablement, webcasting, executive messaging, and much more.

However, this time, SAP decided to build a customer-focused engaging video experience with Kaltura’s VPaaS that provides value and knowledge to its customers during the COVID-19 crisis. With Kaltura Interactive Video Paths, SAP provides a complete personalized customer experience. The users can interact with video, explore topics they are interested in watching and gain knowledge about customer enablement.

Now that organizations are past the hurdle of enabling remote work at scale, enterprise giants are optimizing the VPaaS solutions to fulfil the needs – both internally and for clients. Videos have emerged as the most suitable option to capture viewers’ attention and create a personal connection. Kaltura stitches multiple content blocks into a multi-branching video that offers a holistic, personalized customer experience.

Dr. Michal Tsur, President, and Co-founder of Kaltura said, “The challenge with onboarding users to your platform is that you have different personas, with different roles and different levels of knowledge and backgrounds. Each might be interested in different areas of your platform, or looking to achieve something else. Instead of creating very long walk throughs, with Kaltura’s interactive video paths, SAP is providing an interactive onboarding experience that, on the one hand, exposes users to all choices and areas of platform, but on the other hand, allows users to absorb exactly the information they are interested in. Delivering an interactive personalized onboarding experience addresses both SAP needs as well as the users. Branched videos allow users to easily pick what aspects of the platform they want to learn about, and SAP gets to expose them to all options, without forcing them to actually walk through all content branches. Beyond this, SAP now receives detailed analytics about viewing paths to understand user interests so they can continue improving their user experience.”

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