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SAP Hybris Service Engagement CenterSAP Hybris for Customer Service
(Contact Center)
Product & Technology
Tony Fassette
GVP, Solutions and Strategy
SAP Hybris
LEGAL DISCLAIMER
The information in this presentation is confidential and proprietary to SAP and may not be disclosed without
the permission of SAP. This presentation is not subject to your license agreement or any other service or
subscription agreement with SAP. SAP has no obligation to pursue any course of business outlined in this
document or any related presentation, or to develop or release any functionality mentioned therein. This
document, or any related presentation and SAP's strategy and possible future developments, products and
or platforms directions and functionality are all subject to change and may be changed by SAP at any time for
any reason without notice. The information in this document is not a commitment, promise or legal obligation
to deliver any material, code or functionality. This document is provided without a warranty of any kind, either
express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular
purpose, or non-infringement. This document is for informational purposes and may not be incorporated into
a contract. SAP assumes no responsibility for errors or omissions in this document, except if such damages
were caused by SAP´s willful misconduct or gross negligence.
All forward-looking statements are subject to various risks and uncertainties that could cause actual results to
differ materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking
statements, which speak only as of their dates, and they should not be relied upon in making purchasing
decisions.
THE WORLD HAS CHANGED
CUSTOMERS ARE CHANGING THE RULES.
TECHNOLOGY IS CHANGING
THE GAME.
DIGITAL TRANSFORMATION IS EVERYWHERE
CUSTOMERS WANT YOU TO VALUE THEIR TIME
53%Abandon a purchase if they can’t find quick answers to their questions
Source : Forrester 2016
CUSTOMERS ARE MOVING FROMTRADITIONAL CHANNELSTODIGITAL CHANNELS
65%Of customers use chat as a channel to interact with agents.
Source : Forrester 2016
CUSTOMERS ARE INCREASINGLY LEVERAGINGSELF SERVICE TOFIND ANSWERS QUICKLY
70%Of consumers expect a self-service option for handling commercial questions and complaints.
Source : Steven Van Bellegham 2013
Digital Trends are Shaping the Future of Customer Contact…
After Sales Support
Digital ChannelsDigital Self- Service Online Self Service
Communities
Digital Assistant
Text/Video chat
Email/Voice
Mobile
Pre Sales Support
THE BEST ANSWERS COME FROM EXPERTS
FIELD SERVICEENGAGEMENT CENTERSELF SERVICE/
COMMUNITIES
SAP HYBRIS SERVICE PORTFOLIO
Self service ENGAGEMENT CENTER Field serviceOmni-channel
communication
Service Mgmt
& Dispatch
Hybris Self Service SAP JAM
Communities
Hybris Engagement Center(Omni-Channel Contact Center)
Incident / Interaction
Execution
Cloud for Service
HIGH VOLUME LOW VOLUME
INTEGRATION WITH TRANSACTIONAL SYSTEMS
SOLUTION DETAILS
SAP HYBRIS SERVICE ENGAGEMENT CENTER
High Volume Customer Engagement
Built on YaaS Platform
Text/video chat, phone
Interaction Management
Ticket Management
Order Management
Community interactions
Reporting and analytics
Combined Channels with Productivity
Contextual Engagement
Quickly Access Interactions, Orders, Tickets
Intelligent Routing
Analytics
OPTIMIZE AGENT PRODUCTIVITY
MULTI-SESSION CONTEXTUAL INTERACTIONS EVERYTIME
INCREASE FIRST CONTACT
RESOLUTION
360 Degree View
Personalized Experience
Caller Identification
Multiple Interactions at Once
Interaction Notes and Reason Codes
Quick access to any linked business
documents (i.e. orders, tickets, posts)
Extend functionality by leveraging YaaS
microservices and/or partner added
extensions.
EMBEDDED OMNI-CHANNEL ROUTING AND HANDLING
Text Chat PhoneVideo Chat
EMBEDDED COMMUNICATIONS IMPROVES SATISFACTION
• Agents can visually see number
and type of interactions in queue
• Automatic customer identification
(screen-pop) for known
customers
• Agent can easily control phone
call within customer’s context
• Eliminate computer telephony
integration (CTI)
Service agents can engage in
multiple chat conversations
simultaneously, all within the context
of each customer
View chat interaction in Interaction
log for a holistic view of the
customer’s interactions
Easily embed chat widget on your
website to allow customers to quickly
get help
IMPROVE PERFORMANCE WITH MULTI-CHAT CONVERSATIONS
REAL-TIME VIDEO CHAT IMPROVES CUSTOMER SATISFACTION
Engage in live video chat
conversation with customers to
assist with a support issue or
product question.
Track video chat interaction in
Interaction Log for a holistic view
of the customer’s interactions
Easily embed video chat widget on
your website to allow customers to
quickly get help
Promote marketing or product
information to web visitor with In-
Queue video.
DRIVE ENGAGEMENT WITH JAM COMMUNITIES
Crowdsource knowledge and
solution finding to external
experts/customers
Ask questions to support
communities
Escalate and Route Community
post to expert agent to answer
questions
Provide support pre-sale and
post-sale
Provide rating and review
functionality for Hybris Commerce
SAP HYBRIS SELF-SERVICE
With the Self Service Features
on SAP Hybris as a Service:
Create new service tickets on the web
Track support requests
Register Products
Connect with Communities
Collaborate with service agents
Download instruction manuals, warranties and
product relevant details
EMBEDDED PRODUCTIVITY TOOLS
Service TicketManagement
Sales Order Management
QUICKLY HANDLE SERVICE SCENARIOS
Create and track service tickets
with ticket routing for service
follow-up
Provide consistency with proper
service ticket tracking, follow
ups, and service notes history.
Provide quick access to
customer’s service tickets
directly from the Interaction Log
ORDER ENTRY WITH CAAS INTEGRATION
Support the buying process by
creating Hybris Commerce sales
orders
Provide consistency with proper
sales order tracking and email
customer order notifications
Provide quick access to customer’s
sales order directly from the
Interaction Log
ERP ORDER ENTRY WITH SAPGUIforHTML INTEGRATION
Embedded SAPGUI ERP Order Entry
allows agents to leverage of Engagement
Center contact center and interaction
capabilities
Engagement Center allows agents to
handle multiple customer ERP orders
simultaneously
SAPGUIfor HTML integration allows agents
to work in one application
ANALYTICS FOR REAL-TIME INSIGHT
Real-time statistics available
to users
Agents can easily see the
availability of their colleagues
View daily interactions handled
by agents
Easily view volume of
interactions into the queues
DEMO
Roadmap
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 28This presentation and SAP‘s strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice.This document is provided without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for aparticular purpose, or non-infringement
Customer
Assisted services with Omni-channel customer engagement
Transition the customer from unassisted to assisted with embedded
communication buttons on the commerce storefront
Text based chat with a live agent
WebRTC video chat with a live agent, without the need for downloads
Service ticketing and community posts with intelligent routing and tools for agents
Sales engagements integrated with SAP back-end
Interaction Log as the central objects for interaction and customer contact
overview across channels
Phone channel
ERP Order Integration
Engagement Center TodayOmni-channel customer service throughout the entire customer journey
RECENT
INNOVATIONS
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 29This presentation and SAP‘s strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice.This document is provided without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for aparticular purpose, or non-infringement
Customer
Engagement Center TodayGain Customer and Operational Insight
Key analytics to enhance your visibility
Interactions
Total list of interactions from today
Current interactions in progress
Key metrics such as waiting time, total duration
Agents
Name, and current status
Current interactions in progress
Number of interactions handled today by type
Queues
Current interactions in progress
Total interactions from today
# agents current serving in queue
# agents available to receive interactions
RECENT
INNOVATIONS
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 30This presentation and SAP‘s strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice.This document is provided without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for aparticular purpose, or non-infringement
Customer
Personalized self-services
First set of self-services on YaaS micro services architecture
Product registration
Service tickets
JAM Community KB
Get additional insight from product promotions and reviews
Community escalation of ticket for unanswered or critical questions
Transition from unassisted to assisted with routing of community posts to agents for
“expert” answers
Self Service TodayEnable Self Service Scenarios for Quick Resolution
RECENT
INNOVATIONS
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 31This presentation and SAP‘s strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice.This document is provided without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for aparticular purpose, or non-infringement
Customer
Communication Enhancements
Transfers (Chat/Voice)
Agent effectiveness
Knowledge Management
Presence Profiles
Queue Statistics
Agent Scripting
Planned InnovationsCommunication enhancements and agent effectiveness
This is the current state of planning and may be changed by SAP at any time.
Planned
Innovations
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 32This presentation and SAP‘s strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice.This document is provided without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for aparticular purpose, or non-infringement
Customer
Personalized self-services
Customer Profiles & Preferences
Integration to Jam Communities for FAQs
Service visibility to customer
Scheduling of service hours
Visibility of opening hours and queuing time directly from the Storefront
Commerce integration
Extend integration scenarios e.g. towards SAP Hybris Enterprise Commerce Platform
(ECP)
S/4 HANA integration
Integration scenarios with S/4 HANA
Extend current ERP integrations scenarios
Planned InnovationsSelf service & visibility, further integration
This is the current state of planning and may be changed by SAP at any time.
Planned
Innovations
