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Omni-Channel Customer Service Solutions

Give service reps a full view of customers across all channels and enable real-time collaboration to solve complex cases

Rely on comprehensive omni-channel customer service – achieved with SAP software – so your company can meet the expectations of its most demanding customers. Improve customer satisfaction and strengthen loyalty to make your entire organization more competitive. Enable contact center channels through phone, e-mail, chat, and SMS, while empowering agents to streamline processes and provide multichannel service excellence.

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Solution Capabilities

Included capabilities

Predictive Analytics

Uncover trends, find new opportunities, and gain a true competitive edge using predictive insights

Anticipate customer behavior and take proactive measures to develop and execute a customer-centric strategy. Gain a competitive advantage by going from data to decision using real-time predictive insights that can help you uncover and predict trends. Understand customer behavior, improve responses to customers, and deliver exceptional customer experiences that ultimately boost profitability.

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Self-Service Support Portal

Provide a superior customer experience through comprehensive self-service

Empower your customers to research problems, seek solutions, and initiate services on their own through intuitive online and personalized self-service support with SAP software. Increase deflection rates, reduce contact center costs while allowing customers to engage in a preferred manner, and provide direct access to agent-assisted service from self-service if needed.

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Social Customer Engagement (Cloud)

Engage effectively through social channels to deliver optimal customer experiences

Empower your marketing and customer service teams to collaborate and quickly deliver appropriate responses to customer inquiries, issues, or comments made on social media channels – with social customer engagement software from SAP. Filter, prioritize, and route high volumes of customer content so the right expert addresses the right customer. Give your customers the personalized experience they deserve on their preferred social channel.

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Social Listening and Sentiment Analysis

Gain clear insight into customer sentiment and interests to deliver a best-in-class, one-to-one customer experience

Understand the voice of the customer and turn volumes of social media and enterprise data into meaningful insights with marketing software from SAP. Improve brand loyalty by analyzing customer sentiment and social media signals over time. Build customer profiles using both structured and unstructured data across all interaction channels – including public, private, and paid. Engage your customer in the right context by understanding each journey, sentiment, interest, and activity.

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Mobile Service Execution

Provide personal, face-to-face customer service anywhere, anytime

Deliver on-the-spot customer service through attentive, personalized service – with help from mobile service execution capabilities in SAP software. Enable your on-site, in-person service professionals to create and process requests with all relevant information at their fingertips using iPads. Help your service reps have the most meaningful interactions when face to face with customers with mobile service request management, knowledge access, and expert collaboration.

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Service Request Management (Cloud)

Manage service requests with insight and effectiveness to solve customer issues in one interaction

Offer your contact center agents and customers a unified agent experience across all interaction channels with multichannel service request management from SAP software. Maximize agent efficiency by capturing complete conversation history in a single location and apply categorization, routing, and escalation rules to help ensure that service requests are always handled by the right person with the right resolution.

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Knowledge Management (Cloud)

Help ensure first-contact issue resolution with efficient knowledge access

Increase productivity with knowledge management software from SAP that offers agents automatic recommendations, allows agents to take advantage of collective team know-how, and enables sharing of knowledge-base content with customers. Build a comprehensive knowledge database with in-house and social community knowledge, flexible authoring, and usage analytics.

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Social Collaboration

Solve customer issues collaboratively while keeping extended teams informed

Help service and support teams to strategize, solve problems, and drive action on behalf of customers with social collaboration solutions from SAP. Enable teams to expedite customer issues and requests by taking directed, productive action, including finding experts within the extended organization who can help. By uniting people, data, processes, and content, our solutions can help increase customer satisfaction, strengthen direct engagement, and build more solid relationships.

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Customer Service Analytics (Cloud)

Gain real-time insight into service performance with powerful analytics and intuitive dashboards

Capture a true measure of customer service performance with cloud-based analytics software from SAP. Track real-time service performance with prebuilt dashboards. Use embedded reports to evaluate response times, average handling times, service priorities, and escalation trends. Our customer service analytics software also lets your service representatives and managers create their own operational reports, dashboards, and KPIs using intuitive wizards.

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Inbound/Outbound Contact Centers

Improve performance with unified contact center operations

Deliver high-quality, consistent service across all channels – with SAP software for inbound and outbound contact centers that integrates multichannel contact centers with other SAP and third-party software. Unify your inbound and outbound contact handling and real-time monitoring processes. Align marketing and sales targets in your telesales initiatives for increased customer satisfaction and greater cost savings and revenue streams.

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Omni-channel agents have happier clients

According to Aberdeen, customers respond best when contacted on their channel of preference. And you benefit by earning better retention rates, lower service costs, and increased revenue.

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Contact center in omni-channel strategy

Learn about the business value and best practices of integrating the contact center with omni-channel programs in order to deliver a seamless customer experience across multiple touch-points. (Aberdeen 2014)

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TCO Analysis of SAP’s Contact Center Solution

Compare the TCO of SAP Contact Center software with non-SAP systems. Explore benefits of a platform integrated with CRM systems to improve customer satisfaction and performance of sales, service, and marketing functions along with reduced IT overheads.

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Unlock the power of your SAP solution

SAP can help give service reps an instant, 360-degree view of customers across all channels and enable real-time collaboration to solve complex cases.
 
Accelerate innovation in your organization by leveraging SAP’s best-in-class implementation services. Our predefined and proven methodologies, best practices, and accelerators help ensure you are up and running quickly with minimal disruption to the business. SAP Services can help your business:
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Simplify engagement with packaged services aligned to all solutions

Get support regardless of deployment scenario – on premise, cloud, or hybrid

Accelerate time to value with fast implementation

Ensure critical integration and data migration between solutions

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Quickly adopt and maintain SAP solutions

Get the support you need to efficiently implement and operate your SAP solutions – and take advantage of new technologies. We offer a range of support services, from foundation level to strategic engagement and co-innovation.

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View product documentation

Get a wealth of information – about everything from installation and upgrades to security, integration, and product availability.

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Customer Service: From Listening to Engagement

Based on a survey conducted by Aberdeen, learn about the current state of social media and customer service, benefits from using social media as well as recommendations on how to get started on this new channel of service.

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