SAP Reveals New Features for Its Service Cloud Solution

Charlie Mitchell

The latest additions include agent console updates, case management workflows, and a Microsoft Teams integration

SAP Latest News
SAP Reveals New Features for Its Service Cloud Solution

SAP has made sweeping enhancements to its contact center solution: Service Cloud.

Each new addition paves the way for SAP to deliver on its brand promise of providing better CX visibility, accountability, and faster time to resolution.

Perhaps its reimagined agent console reflects this best, offering a convenient view of every customer interaction. Third-party integrations enable a complete picture of the customer journey.

However, there are many more innovations that excite Christian Klein, CEO of SAP. Referencing these and commenting on the evolving SAP proposition, he said:

We’re uniquely positioned to continue enabling our customers’ success in a rapidly evolving world by driving cloud-based digital transformation that solves customers’ most pressing challenges, from supply chain resilience to sustainability.

Broken case management workflows is an example of such a challenge. Thankfully, new automation features within Service Cloud support companies in streamlining critical service processes. Meanwhile, case modeling also allows teams to tailor solutions to overcome unique difficulties.

Other innovations include integrations with Qualtrics XM Discover and Microsoft Teams, which will allow SAP to keep pace with critical contact center trends. These include embedding new AI, conversational analytics, and UCaaS capabilities into the CCaaS solution.

The Qualtrics integration provides the AI innovation, allowing contact center teams to automate after call work (ACW), simplify call handling, and flag compliance risks.

Meanwhile, Microsoft Teams fosters collaboration in remote teams, allowing easy connections to subject matter experts, simple dashboards, and enhanced knowledge sharing.

Interestingly, both additions to Service Cloud also enhance data management, a critical facet of future customer experiences. As Oliver Roll, Chief Communications Officer at SAP, said:  

Technology is remaking industries like never before. Pandemic-era disruptions have accelerated the demand for new ways to work, shop, and do business. In response, companies of all kinds and sizes have turned to technology to… meet evolving customer and employee needs, and turn data into new insights to supercharge growth.

Such insights are critical to digital transformation projects, which CX teams can now accelerate through Service Cloud by harnessing the SAP AppGyver tool.

The low-code, no-code solution allows nontechnical users quickly customize customer journeys to meet the evolving preferences.

The low-code, no-code solution allows non-technical users quickly customize customer journeys to meet the evolving preferences.

Data-driven insights inform these CX evolutions, which SAP is helping companies surface through its new integrations and the recent release of new SAP Signavio functionalities.



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