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SAP Hybris Service Engagement Center

Simplify omnichannel customer service with SAP Hybris Service Engagement Center

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

Why SAP Hybris Service Engagement Center?

Because the SaaS solution makes it easy to provide customer service and support through chat, video chat, social channels, SMS, and traditional phone conversations. It lets agents retain customer context from channel to channel, even from communities and the SAP Hybris Commerce Storefront. And it helps teams resolve service requests quickly.

  • Deliver consistent, contextual, and relevant experiences regardless of channel or device
  • Gain a 360° view of customers and understand their needs in any given moment
  • Provide social customer service with expert forums and community-driven support models
  • Support the buying process before and after sales, at every step of the customer journey

Revolutionise customer service with SAP Hybris service solutions

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

Functional Capabilities

Unified Agent Desktop

Provide a unified agent experience across all interaction channels with a multi-channel support ticketing system. Get a complete view of the customer, improve communication, resolve issues quickly – and monitor, control, and manage contact centre operations in real time.

Storefront Integration

Retain customer context from a storefront interactions by integrating with SAP Hybris Commerce. Answer service inquiries at the point of purchase to fast-track buying decisions. 

Communities Support

Link to SAP Jam Communities to facilitate collaborative service issue resolution. Through Q&A forums and discussions, your community members can get the answers they need – anytime and anywhere.

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 maximise their time.

Embedded contact channels: 

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

Built on SAP Hybris as a Service: 

Our service engagement centre is built on top of the SAP Hybris as a Service platform – which uses microservices to provide a modern, modular, and scalable architecture


Licensing and purchasing options for
SAP Hybris Service Engagement Center 

SAP Hybris Service Engagement Center:

  • The modular structure of SAP Hybris Service Engagement Center allows you to license and pay for only the number of users that you require at any given time. Start with the packages and licenses your organisation needs right now and add more users and functionality as your needs evolve. This product is deployed on SAP Hybris as a Service in the cloud.

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

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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

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

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