SAP Launches SAP Hybris Service Engagement Center

SAP today launched SAP Hybris Service Engagement Center, an omnichannel cloud-based customer engagement solution that allows organizations to seamlessly blend unassisted and assisted service with digital commerce before, during, and after the buying process.

"Customer service has obviously come a long way," said Brian Walker, chief strategy officer at SAP Hybris, in a statement. "Once considered simply a cost of doing business, it has become integral to how companies engage their customers. This will become even more evident as companies evolve from selling just a product to also selling experiences that combine connected products and services, which begins to fundamentally transform their business models. And when that is combined with customers’ desire to find answers and support quickly — in most cases, via digital channels — it requires a new type of service solution. With SAP Hybris Service Engagement Center, we are addressing this market shift with a software-as-a-service solution that simplifies how the businesses and organizations we serve can support the changing needs of customers."

The software-as-a-service (SaaS)-based SAP Hybris Service Engagement Center expands the capabilities of SAP solutions for customer engagement and commerce, enabling businesses to offer low-touch click-to-resolve customer support, blending unassisted and assisted service in real time, while retaining an in-contextonline or mobile customer experience.

On the agent side, the solution provides intelligent routing across all supported channels, with a unified, modern desktop that allows agents to respond to customer requests while retaining the customer context of the inquiry. Service agents can respond to community posts, assist with online purchase decisions, provide updates on previously placed orders, create sales orders for new purchases, perform troubleshooting, or create service tickets. And with the existing service and ticket management, knowledge management and field service capabilities of SAP Hybris Service, businesses can now take advantage of a complete end-to-end service solution.

Additionally, through an integration with the SAP Hybris Commerce solution, service agents can support the buying process and answer customer inquiries at the point of purchase.

The solution also incorporates prebuilt integration with SAP Jam Communities, which provides community-driven customer service, Q&A forums, and community-powered commerce. Customer service agents can directly respond to posts and access crowd-sourced content from the communities.