SHERIDAN, WYOMING - May 15, 2026 - BSI Software has acquired German contact center technology provider Sikom Software GmbH to strengthen the communication and omnichannel capabilities of its BSI Customer Suite platform. The transaction expands BSI Software's position in AI-driven CRM and customer experience technologies by integrating intelligent contact center functionality designed for regulated industries including insurance and healthcare. The acquisition combines CRM, AI-powered customer experience processes and omnichannel interaction management within a broader enterprise communications framework. Both companies said the move is intended to support more integrated customer engagement and operational workflow management across service, sales and marketing environments.
Acquisition strengthens BSI Customer Suite communication capabilities
BSI Software said the acquisition strategically enhances its modular BSI Customer Suite by adding omnichannel communication technology and intelligent interaction management for enterprise contact centers. Sikom's solutions are designed to support complex customer service environments that require workflow automation, regulatory compliance and high operational reliability.
The Heidelberg-based company has specialized in contact center technologies for more than 25 years, focusing primarily on regulated sectors such as insurance and healthcare. Its software portfolio supports orchestration of customer inquiries across multiple channels while enabling automation and intelligent routing capabilities.
The acquisition expands BSI Software's technology stack with additional customer communication infrastructure intended to support seamless customer experiences built on unified data environments and AI-supported workflows.
Focus on regulated industries and compliance-driven environments
Both companies have a strong operational focus on industries with complex compliance and customer service requirements. BSI Software serves sectors including banking, insurance, retail, and energy and utilities, while Sikom has built its market position around regulated service environments, particularly in insurance and health insurance operations.
Sikom's "Made in Germany" software approach and emphasis on data sovereignty align with increasing enterprise demand for localized technology control and compliance-oriented deployment models. The company's platform supports cloud, on-premises and hybrid deployment configurations depending on operational and regulatory requirements.
The integration may provide enterprise customers with a more unified operational framework combining CRM functions, customer communication channels and AI-supported service management within a single ecosystem.
AI-driven customer interaction becomes more integrated
The companies said the combination of BSI Software's CRM and CX technologies with Sikom's contact center capabilities will create a broader platform for modern customer interaction management. The integrated environment is intended to support CRM workflows, digital customer channels and intelligent real-time customer contact orchestration through AI agents.
The expanded platform strategy reflects increasing enterprise demand for closer alignment between customer data management, communication workflows and operational automation. By integrating customer communication infrastructure directly into CRM and CX systems, organizations may be able to streamline customer engagement processes and reduce operational fragmentation.
BSI Software also emphasized that the acquisition aligns with its strategy of supporting end-to-end service, sales and marketing processes while maintaining scalability and compliance-focused operational structures.
"Contact centers are now a central component of modern customer experience. With Sikom, we are gaining a technologically leading provider whose solutions perfectly complement our platform, especially in our focus industries," says Markus Brunold, CEO of BSI Software.
Existing partnership supports operational alignment
The companies noted that the acquisition builds on an existing strategic partnership and prior collaboration serving joint customers. This existing operational relationship may support smoother technology integration and faster alignment between product environments.
Sikom said joining BSI Software creates opportunities to scale its technology into a larger customer ecosystem while maintaining focus on specialized contact center capabilities. The company also stated that integration into a broader customer experience environment will support further technology development.
"With BSI Software, we have gained a strong European partner with whom we can integrate our technologies into a broader customer experience context and can further develop them in a targeted way. At the same time, this partnership accelerates our growth and allows us to scale our solutions in a larger market environment," says Natascha Hoffmeister, Managing Director at Sikom.
Sikom will continue operating as an independent company and brand following the acquisition.
Independent operations and open integration strategy remain in place
BSI Software confirmed that Sikom's contact center technologies will continue to be independently developed and remain open for integration into different IT and CRM environments. The continued independence of the Sikom brand may help preserve compatibility for existing enterprise customers operating heterogeneous technology infrastructures.
Sikom's AgentOne® omnichannel platform currently supports more than 22,000 service employees across over 100 companies. The company focuses on routing, integration and intelligent workload management capabilities designed for high-availability customer service operations.
The acquisition reflects broader enterprise demand for integrated customer communication ecosystems that combine AI-enabled CRM, omnichannel interaction management and compliance-oriented operational controls within unified service platforms.