SAP Engagement Cloud
SAP's omnichannel customer engagement platform, formerly SAP Emarsys, built around email plus nine further channels.
AI predicts campaign performance and customer outcomes, AI agents orchestrate automations, and the platform gives AI-guided customer journey recommendations
- Starting price
- Price on request
- API
- Yes, an open API framework, with integration categories for commerce, data, channels, marketing and content, plus native links into the SAP estate
- Hosting
- Cloud (SaaS)
Overview
SAP Engagement Cloud is SAP's omnichannel customer engagement platform, sold as SAP Emarsys until the rebrand. Marketing runs across ten channels: email, web, digital ads, SMS, mobile wallet, mobile app, WhatsApp, direct mail, in-store and the contact centre. The Automation Center builds the journeys, and prebuilt tactics ship strategy-shaped automations for abandoned cart, back-in-stock and win-back messaging so a team can launch without designing a flow from scratch. Segmentation draws on historical and real-time data enriched with AI, and SAP publishes no prices.
Our take
This is a platform for brands that sell to consumers in volume and already have somewhere for the data to come from, which is why the named customers are the likes of Home Depot, Puma and Levi's rather than small lists. The prebuilt tactics are the honest shortcut here, because ten channels is a lot of surface for a small team to design from nothing, and starting from a working retail automation is faster than starting from a blank canvas. The deciding question is usually the rest of the stack: much of the value sits in the native SAP connections, so a company already on SAP Commerce, Sales or Service Cloud gets a different deal from one that is not. Nothing is listed, so the budget comes out of the sales conversation.
Key Facts
| Category | |
|---|---|
| Starting price | Price on request SAP publishes no price list for the platform; the site routes to a demo request. |
| API | Yes, an open API framework, with integration categories for commerce, data, channels, marketing and content, plus native links into the SAP estate |
| Hosting | Cloud (SaaS) |
Features
- Campaign types
- Ten channels: email, web, digital ads, SMS, mobile wallet, mobile app, conversational messaging on WhatsApp, direct mail, in-store and contact centre
- Automation and journeys
- Yes, the Automation Center builds multi-step, multi-channel journeys with behaviour triggers, plus prebuilt tactics for abandoned cart, back-in-stock, win-back and lifecycle messaging
- Segmentation and personalisation
- Yes, segmentation by lifecycle stage, spend, engagement, channel preference and predicted behaviour, on historical and real-time data enriched with AI
- Templates and editor
- Drag and drop images, block-based content and personalisation tokens straight into the design, starting from ready-to-use templates built by SAP's marketing experts; tokens pull from customer data fields and are reusable across campaigns, and an AI-assisted subject line and preheader generator proposes subject lines from the email content and preheaders from the subject line
- Deliverability and testing
- Deliverability Advisor analyses a campaign before it is sent, identifies what could hurt inbox placement and returns actionable guidance, with a Deliverability Engagement Score shown at verification; SAP states 99 percent deliverability
- Ecommerce and CRM data
- Yes, product catalogue automation triggered by price drops and stock updates, over a unified data layer joining purchase history, app interactions and online and offline touchpoints
- Integrations and API
- Yes, an open API framework with commerce, data, channel, marketing and content integrations, and native connections to SAP Commerce Cloud, Sales Cloud and Service Cloud
Integrations
- SAP Commerce Cloud
- SAP Sales Cloud
- SAP Service Cloud
- Magento 2
- Shopify Plus
- Salesforce B2C Commerce
- Google Analytics
Deployment and Support
- Deployment
-
- Cloud (SaaS)
- Browser-based
- Support
-
- Email helpdesk
- Onboarding
-
- Documentation and knowledge base
- Video tutorials
- Live online demos and webinars
- Guided onboarding
- Personal consulting
- Company size
-
- Enterprise
Pros and Cons
Strengths
- Ten channels on one platform, from email and SMS through to in-store and the contact centre
- Prebuilt tactics launch retail automations without designing a journey from scratch
- Native integration with SAP Commerce Cloud, Sales Cloud and Service Cloud
- Dashboards cover campaign, audience, store and revenue analytics
Limitations
- No published pricing
- Aimed at consumer brands at scale rather than small lists
- Much of the advantage depends on already running other SAP products
- The product was renamed from SAP Emarsys, so documentation and third-party material still carry both names
Pricing
-
Custom
Not stated
Not published; SAP routes pricing to a demo request.
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