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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, phone and community posts. 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.

  • Manage all customer contacts in the same interface
  • Utilise the unified agent desktop with built-in communication channels, customer insights and ticketing tools
  • Improve first contact resolution with skill based routing
  • Increase customer service productivity with the integration to SAP ERP

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 with contact channels, customer insights and ticketing tools. Benefit from the automatic customer identification and ensure consistent service experience with agent scripting tools. 

Built-in communication channels

Provide consistent and high-value customer service via phone, chat, video chat and community posts. 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.

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:

  • SAP Hybris Service Engagement Center is available as a cloud solution and it is priced per user per month. The solution is currently available in the US, UK and Germany. 

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 


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

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