IBM SG24-6526-00 manual Call.connect buying list

Figure 1-1 The call.connect buying list

call.connect is a flexible order capture process that includes the following facilities:

￿Dynamic buying lists: The lists of products that the customer is likely to purchase is created by combining a fixed list of products with a dynamic list, based on rules applied to previous purchase history.

￿Call management: Supervisors have access to a call-management application that allows them to track the progress of calls and re-assign them to operators to ensure adequate throughput. Operators can be assigned a skill level to aid the allocation of customer calls to operators.

￿Stock allocation: Rule-based stock allocation and sourcing engine.

￿Promotions: A rule-based promotions engine supports a variety of promotions (for example, buy one get one free), special prices, discounts, and loyalty points.

￿Active selling: Includes support for up-sell and cross-sell. Up-sellprompts the operator to suggest a higher value product to appropriate customers. For example, when the operator selects a 21-inch television, call.connect prompts an up-sell opportunity to sell a 25-inch television. Cross-sellprompts the operator to offer associated products. For example, when the operator selects a video recorder, call.connect suggests some blank tapes to go with it.

￿Order management: Includes standing orders, order copy, and the ability to “park” an order for later completion. call.connect is a “front-office” order capture and customer service application that integrates with System21 for order fulfilment processing (picking, despatch, etc.). The component-based approach allows the application to be extended to support, for example, integration with call-center telephone exchanges to provide efficient call routing and improved customer responsiveness.

Chapter 1. The .connect applications 3