Few consumers are 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.