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The Next Generation of Customer Service:SAP Hybris Service Engagement Center
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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.
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Research
Use
AWARENESS
ACTION
ADVOCACY
SERVICE STARTSAT THE BEGINNINGOF THE CUSTOMER JOURNEY
Abandon a purchase if they can’t find quick answers to their questions Source: Forrester53%
Buy
Refer
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ANSWERS MUST BE CONVENIENT,TIMELY, CONSISTENT ANDRELEVANT
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THE BEST ANSWERS COME FROM EXPERTS
FIELD SERVICEENGAGEMENT CENTERSELF SERVICE
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EXPERT GUIDANCE MAKES COMPLEX JOURNEYS SIMPLE
SHOP &BUY
SHOP &BUYSHOP &
BUYSETUPPHONE
BILLINGISSUE SERVICE REFER
FRIENDS
SHOP &BUY
SETUPPHONE
REFERFRIENDS
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AGENTS NEED TO EFFECTIVELY SUPPORT CUSTOMERS ON ALL CHANNELS
50%of organizations will soon be managing a multichannel contact center featuring at least eight channelsSource: Dimension Data
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SAP HYBRIS SERVICE ENGAGEMENT CENTER
Consistent Experiences Everywhere
Chat, video chat, phone and social Contextual interactions Powered by SAP Contact Center SAP Fiori user interface Mobile and multiple device support
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AGENTS NEED CONTEXT, AND REAL-TIME CUSTOMER INSIGHT, THROUGHOUT THE ENTIRE CUSTOMER JOURNEY
14%time spent searching for answers in multiple systemsSource: Aberdeen
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SAP HYBRIS SERVICE ENGAGEMENT CENTER
Next Generation Agent Desktop
Ticket and order management Customer profiles Order, service and interaction history Intelligent routing Respond to Community posts Reporting and analytics
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SAP HYBRIS SERVICE ENGAGEMENT CENTER HIGHLIGHTS CUSTOMER INSIGHTS
Customer Profiles Order, Service, Interaction history Interaction transcripts Product Registration Entitlements
OMNI-CHANNEL ROUTING Real time- intelligent routing Presences, skills, queues Channel priority routing Contextual customer insights
REAL-TIME ANALYTICS Real-time monitoring Dashboards Unified reporting
EMBEDDED COMMUNICATIONS Pre-built embedded communications UI Customer chat and video UI embeddable
into HTML5 applications
MOBILE Multi device support through
HTML5 based mobile app
COMMUNICATION AS A SERVICE Robust communications services from the cloud Cloud-based agent UI
CONTACT CHANNELS Video Chat Social Phone
INTERACTION HANDLING Interactions Service Tickets Orders Community Posts
SELF-SERVICE JAM Communities Posts Tickets from Hybris Self-Service
MODERN USER INTERFACE Widgets based on SAP’ Fiori
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SAP HYBRIS SERVICE
Self service ENGAGEMENT CENTER Field serviceOmni-channelcommunication
Service Mgmt& Dispatch
Self Service SAP JAM Communities
Engagement Center(B2C Sales + lightweight Service Engagements)
Incident / Interaction Execution
SAP Contact Center (Omni-channel communications)
Cloud for Service
LOW TOUCH SERVICEHIGH VOLUME
HIGH TOUCH SERVICELOW VOLUME
INTEGRATION WITH TRANSACTIONAL SYSTEMS
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SAP JAM COMMUNITIES
Drive engagement through SAP Jam Communities integration: Foster collaborative issue resolution through
Q&A and discussion boards – both self-service, customer-generated and agent-contributed
Provide expert agent guidance with embedded chat and video chat support.
Lift conversion rates by offering relevant content throughout the buying journey
Leverage standard integration to SAP Hybris Service Engagement Center and SAP Hybris Commerce
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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
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DELIVER END-TO-END SERVICE EXCELLENCE, BUILD BRAND LOYALTY AND INCREASE REVENUES
access to experts anytime using the customer’s channel of choice
CONVENIENTomni-channel experience across every touchpoint in the customer journey
CONSISTENTanswers via self- service, engagement center and field service interactions
TIMELYinformation provided by experts when customer’s request or need it
RELEVANT
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THANK YOU