IBM Multichannel Sales Center for WebSphere Commerce (Windows XP, Windows 2000)

Today's marketplace includes inbound call centers where Customer Service Representatives (CSRs) manage inquiries from potential customers. The IBM Multichannel Sales Center for WebSphere Commerce manages stores, customers, organizations, orders, quotes, and payment information. The Multichannel Sales Center is a rich client interface which is installed on CSRs' systems.

The Multichannel Sales Center offers the following features for CSRs:

An application developer can customize, extend, and reconfigure parts of the Multichannel Sales Center (such as panels, views, and dialog boxes) to meet the unique business needs of the company.

The system administrator can update the Multichannel Sales Center automatically and manually to apply any necessary fixes or to install updated features and plug-ins.

In addition, WebSphere Commerce provides reports on CSR performance and activities, including revenue, sales, orders, price overrides, performance ranking, profit, quotations, customer organizations, and customer territories. These reports are available for individual Customer Service Representatives or a CSR team. You can access these reports in the WebSphere Commerce Accelerator.

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