Utah, USA – Experience management (XM) company Qualtrics has announced a partnership with SAP Sevice Cloud, a business technology platform, to bring Qualtrics XM Discover’s AI and machine learning capabilities into SAP Service Cloud® and help customer service teams resolve customer issues, increase resolution rate and improve customer satisfaction.
The integration enables XM Discover to analyse all the structured and unstructured data coming into SAP Service Cloud, such as agent notes, support conversations, chats, and more. By leveraging this integration, agents can understand the intent and emotions behind customer interactions.
Ritu Bhargava, President & chief product officer of SAP Customer Experience, said, “Experience Management is foundational for any intelligent and sustainable enterprise, helping them achieve higher levels of customer loyalty.”
“Organizations leveraging the power of SAP Service Cloud and Qualtrics XM Discover can unlock deeper customer understanding, take real-time action to streamline their business processes, ultimately improving the customer experience and increasing life-time value.”
By combining operational data from SAP with experience data from Qualtrics in a single platform, organizations will have a 360-degree view of their customers’ purchases, interactions, experiences, and feedback over time. This information allows organizations to more efficiently predict retention risks or upsell opportunities, and take action to address issues with individual customers or groups of customers.
XM Discover also summarises and categorises every customer interaction, speeding up after call work (ACW) and allowing agents to focus on higher priority tasks.
Teams can also act in real-time to orchestrate workflows and alerts by creating new cases within Service Cloud or through an existing integration between SAP Service Cloud and Qualtrics xFlow, a low code/no-code workflow engine.
Meanwhile, Fabrice Martin, chief product officer of Qualtrics XM Discover, said that as organizations navigate uncertainty, listening and acting with empathy is more important than ever.
“By bringing XM Discover capabilities to SAP Service Cloud, organizations can uncover unmet expectations and build the products, services, and experiences people want–with speed and scale,” Martin said.
The integration will be generally available in the second half of 2022 to SAP Service Cloud and Qualtrics XM Discover customers.
