At the heart of the collaboration lies the seamless integration of the telephony platform Sikom AgentOne into the BSI Customer Suite, including real-time call distribution (ACD) and the management of various communication channels (omnichannel). Sikom will be operated as an integrated component of the BSI Cloud in the future. This allows both companies to bundle their capabilities in one comprehensive, integrated platform for CRM, customer experience (CX) and contact centers.
24.02.2026
BSI Software and Sikom enter into strategic partnership
Sikom’s contact center platform becomes an integral part of the BSI Customer Suite, strengthening its telephony capabilities
Berlin/Baden, 02/24/2026 – With the strategic partnership between BSI Software and Sikom, the CRM/CX platform BSI Customer Suite is being expanded to include a highly available voice and ACD (automatic call distribution) solution. The goal is to bundle all customer communication, from sales and marketing to service, in one integrated platform. The partnership will be announced today at CCW 2026, the leading trade show für innovative customer dialogue, in Berlin.
“Quality standards and joint innovations”
“With Sikom, we are expanding our strategic partner network in the field of telephony: Sikom sets quality standards in the enterprise environment. The partnership enables us to scale our voice strategy in the long term and to drive innovation forward together,” says Markus Brunold, CEO at BSI Software. Sikom CEO Natascha Hoffmeister sees the partnership as an important step toward offering enterprise customers integrated CRM and contact center scenarios “from a single source” and to open up new customer segments. The partnership strengthens BSI Software’s position as a fully integrated CRM and CX platform, while Sikom makes its premium contact center software available to an expanded customer base via the BSI ecosystem.
Integrated customer communication instead of system breaks
In many companies, telephony is still organized in isolated systems. This results in media breaks, a lack of transparency and long processing times in customer service. The integration of Sikom AgentOne into the BSI Customer Suite closes this gap by directly connecting telephony, omnichannel routing, task management and real time monitoring to customer data, processes and AI agents from the BSI Customer Suite. This creates a unified view of customers, processes and service level from the initial inquiry through to the final processing.
New scenarios with artificial intelligence
Artificial intelligence plays a major part. With its AI agents, the BSI Customer Suite provide a platform for functions such as next best action, forecasts or generative assistance. In combination with Sikom’s voice and dialogue functions, new use cases are emerging, for instance, intelligent routing decisions, automated classification of inquiries, AI supported assistance in conversations or voice bots and conversational AI. BSI and Sikom plan gradually to deepen the integration, among other things by means of a seamlessly integrated agent interface, uniform configuration and administration interfaces as well predefined industry packages for banking, insurance, retails and energy and utilities.
BSI Software and Sikom are at CCW 2026 – The International Conference Trade Show for Innovative Customer Dialogue, Berlin, February 24 – 26, 2026. www.ccw.eu
BSI Software: Hall 2, booth F22
Sikom: Hall 4, booth B7
About BSI Software
BSI Software is a leading European provider of software solutions for Customer Relationship Management (CRM) and Customer Experience (CX). The company’s BSI Customer Suite supports businesses in regulated industries, such as banking, insurance, retail, and energy and utilities, with the holistic design of digital customer relationships along the entire customer journey. In the DACH region, BSI Software is the market leader in its focus industries.
The modular, scalable, and holistic customer platform provides comprehensive functions for marketing automation, sales support, and service processes – they are AI-based, compliance-conforming, and technologically a cut above. Also included are the AI-powered BSI Companion, the CRM solution with a generative 360° customer view, and automation using agentic AI. Thanks to BSI’s multi-cloud strategy and model-agnostic approach, companies retain flexibility when it comes to selecting their infrastructure and AI models.
BSI Software combines technological expertise with an in-depth industry understanding. Customers include well-known companies such as ADAC, Hornbach, Techem, PostFinance, Raiffeisen Banking Group, and Signal Iduna.
