Chapter 1. The .connect applications 3
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-sell prompts 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-sell prompts 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.
