IBM Sales Center for WebSphere Commerce

Less than one third of consumers were satisfied with agent-assisted phone support. Many companies are finding that their existing call center applications are failing to accommodate the high volume of requests they get and call center reps have inadequate access to customer and order data from other channels. In addition, most call center reps are not equipped to perform cross-sell and up-sell activities, leaving revenue opportunities on the table. IBM Sales Center for WebSphere Commerce is a new, separately orderable feature that leverages the catalog, order management, promotions, and merchandising capabilities of WebSphere Commerce to provide contact center representatives with the functionality they need to service and up-sell your cross-channel customers. It delivers the speed and productivity required for high-volume contact centers via a customizable user interface designed for maximum productivity and multi-tasking.

Sales Center key features include:

• Work with multiple stores, orders, customers simultaneously

• View cross-sell and promo info

• Find and compare products and view product availability

• View/take control of customer cart

• Create quotes, turn into orders

• Override contract and list pricing

• Create, update, cancel orders and process payments

• Create, manage profiles and "ticklers"

• Integrate with other applications

Benefits of Sales Center:

• Improved productivity of call center employees

• Increased sales in call center through cross- and up-selling

• Improved service for cross-channel customers

• Reduced IT cost and complexity by using central server for both call center and web and reducing number of systems needing replicated catalog, customer, promotion and order data

An Aberdeen report found that, after equipping call center representatives to proactively sell, the contact centers of best-in-class companies generated 120% more revenue per service request