SAP Customer Engagement Center

Simplify omnichannel customer service with SAP Customer Engagement Center

Empower your customer service teams to deliver consistent, contextual, and relevant experiences across all channels and devices – with SAP Customer Engagement Center. This cloud software can help you serve customers on their terms and resolve issues at the first point of contact.

Why SAP Customer Engagement Center?

Because the cloud solution makes it easy to provide customer service. It provides service agents with a unified agent desktop, allowing them to manage all customer contacts in the same interface and giving them an access to relevant customer data to quickly resolve service requests.

Utilize the unified agent desktop with built-in communication
channels, customer insights and ticketing tools
Improve first contact resolution with skills-based routing
Boost your e-commerce with an easy access to support
Increase customer service productivity with the integration to SAP ERP

Revolutionize customer service with SAP service solutions

Learn how SAP Customer Engagement Center can simplify the lives of business users and IT staff:

Functional Capabilities

Unified Agent Desktop

Provide a unified agent experience with contact channels, customer insights and ticketing tools. Benefit from the automatic customer identification and accelerate issue resolution with knowledge base integration.

Built-in communication channels

Provide consistent and high-value customer service via phone, chat, video chat. Manage all customer contacts in the same interface, benefiting from the in-built communication channels, skill-based routing and queue management.

Integration to SAP backend

Give your agents a direct access to SAP ERP customer data and processes. Your agents can create sales orders and other ERP transactions directly from the same user interface -improving the efficiency of your customer service processes.

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Technical Capabilities

WebRTC Video Chat

WebRTC browser technology enables video chat without separate installations or downloads. Video chat improves customer and agent communication – and is a key differentiator in customer service today.

Multi-session chat

The customer service software lets agents handle multiple customer conversations simultaneously – to improve productivity and maximize their time.

Embedded contact channels

All of the contact channels – including text chat, video chat, and phone – use intelligent routing capabilities in the embedded communications stack.

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Need additional help? Explore SAP Digital Business Services

Licensing and purchasing options for
SAP Customer Engagement Center

SAP Customer Engagement Center:

SAP Customer Engagement Center is available as a cloud solution and it is priced per user per month. The solution is available in most countries.

Please contact your local SAP account executive for additional information and purchasing options.

For general licensing information, consult Licensing SAP Software: A Guide for Buyers

Buy SAP software now and pay later — with our flexible payment plans and financing options

See it in action

Meet customers self-service needs

Oliver is unable to pair his electronic Bluetooth headset to his TV. With the help of SAP Jam Communities and the SAP Customer Engagement Center, Neat’s electronics is able to provide Oliver with self-service options to quickly get his headset working so Oliver can go back to doing what he loves.

SAP Customer Engagement Center software video

Connect the right resources

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 service solutions, Neat’s service team comes to the rescue!

Support

Get the support you need to keep SAP Customer Engagement Center running at peak performance. Our experts can help you maximize the value of your software, take advantage of new business models and capabilities, and more.

Troubleshoot and Maintain

Get support and answers to your questions in the SAP Support Portal

SAP Product Documentation

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Ask the Community

Search for answers, post your questions, and share your knowledge in the SAP community.

Visit the cloud community

Visit the Future of Customer Engagement and Commerce Community

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Contact Support

We're here to help! Get in touch with SAP Digital Business Services using one of these options:

Open a support incident via the SAP Support Portal