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Omni-Channel Call Center

Deliver personalized interactions through the channels your customers prefer

When your customers have questions related to products, services, deliveries, invoicing or anything else, you need to make it easy for them to contact you. With SAP Hybris call center solutions, you can serve your customers via the channels they prefer. You can also give your service agents easy-to-use tools and access to relevant customer data to make service interactions smooth and personalized.

Morgan vs. the home theater system

Morgan is eager to set up her new Neat’s Home Theatre System. She soon realizes that the job isn’t as easy as it looks and seeks help from Neat’s customer service. Empowered by SAP Hybris service solutions, Neat’s service team comes to the rescue!

Oliver’s Pair Off with the Bluetooth Headset
Oliver is unable to pair his electronic Bluetooth headset to his new TV. With the help of SAP Hybris Service Solutions, Neat’s electronics is able to provide Oliver with self-service options to quickly get his headset working.

The Solutions

SAP Hybris Service Cloud

SAP Hybris Service Cloud is a collaborative customer service solution that helps you provide omni-channel customer service to your customers. It gives your agents a complete view of the customer so they can provide relevant and personalized customer service. With social media analytics tools you can effectively engage with your customers in the channels of their choice, and understand what’s working. You’ll also get powerful ticket management functionality that helps you route and solve customer tickets efficiently, as well as comprehensive analytics tools to help you track key KPIs and understand emerging patterns.

SAP Hybris Service Engagement Center

SAP Hybris Service Engagement Center (available in the US, Germany and UK) offers a unified agent desktop with built-in communication channels, ticketing and visibility into customer data and interaction history. You can offer your customers easy access to support via phone, chat, video or SAP Jam Communities. Your agents can create service tickets and sales orders; view customers’ order, service, and interaction history; and respond to community posts all within a single application. SAP Hybris Service Engagement Center comes integrated with SAP ERP and the SAP Hybris Commerce storefront, giving agents access to everything they need to help customers with their online shopping. And since it’s built on SAP Hybris as a Service (YaaS) microservice architecture, you get flexibility and a faster access to innovations.

SAP Hybris solutions for Call Centers: the advantages

From online chat to email, no matter which channel a customer uses to ask a question, the agent sees all interactions in a single window, so is always informed.

With easy-to-use workflow rules it’s simple to decide the best course of action for a request – categorize it as a question, complaint or compliment and then make sure the right agent works on it for the best result.

Use social media as part of your customer service. Move quickly and easily from social channels to traditional support channels, and combine data from social data with in-house data to establish complete customer profiles.

See how your customer service team is performing with powerful analytics that help to track response and enquiry handling times, as well as using trend prediction to advise on the kind of enquiries they can expect.

Find out more about Products for Service