SAP Hybris Service Engagement Center

SAP Hybris Service Engagement Center SAP Hybris for Customer Service (Contact Center) Product & Technology Tony Fassette GVP, Solutions and Strategy SAP Hybris

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THE WORLD HAS CHANGED

DIGITAL TRANSFORMATION IS EVERYWHERE TECHNOLOGY IS CHANGING THE GAME. CUSTOMERS ARE CHANGING THE RULES.

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 FROM TRADITIONAL CHANNELS TO DIGITAL CHANNELS 65% Of customers use chat as a channel to interact with agents. Source : Forrester 2016

CUSTOMERS ARE INCREASINGLY LEVERAGING SELF SERVICE TO FIND ANSWERS QUICKLY 70% Of consumers expect a selfservice option for handling commercial questions and complaints. Source : Steven Van Bellegham 2013

Digital Trends are Shaping the Future of Customer Contact Pre Sales Support Digital Self- Service Online Self Service Communities Digital Assistant Digital Channels Text/Video chat Email/Voice Mobile After Sales Support

THE BEST ANSWERS COME FROM EXPERTS SELF SERVICE/ COMMUNITIES ENGAGEMENT CENTER FIELD SERVICE

SAP HYBRIS SERVICE PORTFOLIO HIGH VOLUME LOW VOLUME Omni-channel Incident / Interaction Service Mgmt Self service ENGAGEMENT CENTER Field service communication Execution & Dispatch Hybris Self Service SAP JAM Communities Hybris Engagement Center (Omni-Channel Contact Center) Cloud for Service 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

OPTIMIZE AGENT PRODUCTIVITY Combined Channels with Productivity Contextual Engagement Quickly Access Interactions, Orders, Tickets Intelligent Routing Analytics

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 Video Chat Phone

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)

IMPROVE PERFORMANCE WITH MULTI-CHAT CONVERSATIONS 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

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 Ticket Management 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

Engagement Center Today Omni-channel customer service throughout the entire customer journey RECENT INNOVATIONS 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 This 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. 2016 SAP SE or an SAP affiliate company. All rights reserved. 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 Customer 28 particular purpose, or non-infringement

Engagement Center Today Gain Customer and Operational Insight RECENT INNOVATIONS 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 This 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. 2016 SAP SE or an SAP affiliate company. All rights reserved. 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 Customer 29 particular purpose, or non-infringement

Self Service Today Enable Self Service Scenarios for Quick Resolution RECENT INNOVATIONS 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 This 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. 2016 SAP SE or an SAP affiliate company. All rights reserved. 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 Customer 30 particular purpose, or non-infringement

Planned Innovations Communication enhancements and agent effectiveness Planned Innovations Communication Enhancements Email Transfers (Chat/Voice) Agent effectiveness Knowledge Management Presence Profiles Queue Statistics Agent Scripting This 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. 2016 SAP SE or an SAP affiliate company. All rights reserved. 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 Customer 31 particular purpose, or non-infringement This is the current state of planning and may be changed by SAP at any time.

Planned Innovations Self service & visibility, further integration Planned Innovations 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 This 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. 2016 SAP SE or an SAP affiliate company. All rights reserved. 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 Customer 32 particular purpose, or non-infringement This is the current state of planning and may be changed by SAP at any time.

THANK YOU tony.fassette@sap.com +1 (623) 330-8454