IBM SG24-6526-00 manual call.connect

1.1 call.connect

Geac call.connect fills two roles. First, it is a telesales-oriented product. It is intended to help call center personnel actively sell to the customer and create and foster personal relationships.

To support this type of active sales, call center personnel need instant access to all relevant information for the calling customer. Typical information includes order history, account information, and product information. The ability to quickly enter an order (complete with stock allocation, customer pricing, and credit checking) while the customer is still on the telephone is paramount. This should be backed up by the ability to script the conversation to highlight selling and promotion opportunities.

Companies need to classify their markets and customers and determine their policy in satisfying conflicting priorities and supplies. Geac call.connect is a customer service and order taking application that is designed to be deployed in this fast moving and complex environment to meet these requirements.

call.connect is a component-based order capture application. This component-based approach allows the Geac Professional Services Organization to build solutions that optimize the order capture process for individual customers. Indeed, this component-based approach allows Geac consultants to build new order capture solutions for sales force automation or mobile computing, for example.

Figure 1-1shows a typical call.connect window. The top two-thirds of the window show the Reactive Sales page. This contains products that are relevant to the particular customer to which the operator is selling. These products may be ones that the customer buys on a regular basis, ones that are on special promotion, or ones that are on the special price list for the customer. The bottom third of this window shows a configurable set of tabs. These pages contain information about the current customer, which may help the operator in the telesales environment.

2Geac System21 commerce.connect: Implementation on the iSeries Server