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Omnichannel Customer Interactions


Hello Dear Community Members,

I am here looking for some recommendations,

My company is going to actively improve our customers experience, currently we are using Sales Cloud and we are going to implement Emarsys also.

We have old Call center infrastructure and we want to renew it, so that our call center agents became omnichannel service agents and they were equipped with modern tools for answering customers from different sources .(whats up, viber, facebook messenger, instagram, Telephone)

So the question is what is the best way or software to achieve this.

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Answers (1)

Answers (1)

Product and Topic Expert
Product and Topic Expert
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Since you already have SAP Sales Cloud you can take advantage of existing integration capabilities with SAP Service Cloud which can help your company deliver fast and personalized customer service and increase service efficiency. Service Cloud connects customer contacts from different channels in one solution to enable a consistent service experience across any contact channel. The agent desktop gives service reps a single view of customers and access to the right knowledge and information to improve employee engagement and first-contact resolution. The ticket and case management function can help your service teams efficiently solve customer tickets. Intelligent technologies automate ticket categorization and support service teams with solution recommendations and sentiment analysis. Read the solution brief to learn more.

Additionally, SAP Service Cloud integrates with SAP Field Service Management, enabling end-to-end service from first contact to resolution (if needed). When a customer needs an onsite repair, a service agent can create a service ticket in SAP Service Cloud. The ticket is routed to SAP Field Service Management and the task is allocated to the best available technician, ensuring fast resolution and customer satisfaction. Read about SAP Field Service Management.

Also, this recent Community Blog further details practical guides detailing how the SAP Sales and Service Cloud integrations transform customer experience.

Lastly, you may be interested in one of our more recent webcasts on Customer Service Intelligence: there is a demo half-way through the session that highlights some of the customer service tools you referenced in your question.

~Kind regards