Document Properties
Kbid
2975V1
Last Modified
06-Jan-2021
Added to KB
06-Jan-2021
Public Access
Everyone
Status
Online
Doc Type
Feature Lists
Product
Customer Engagement Center

Feature List - Customer Engagement Center 1.0 (EN)

Table of Contents

Product Version

1.0

Product To Version


Status

final

1 Introduction

This document lists all available features of the Intershop Customer Engagement Center (CEC). 

2 Feature List

Feature NameFeature Description

Customer Search

A customer search can be processed in a channel or over all channels of the organisation the agent has signed in for. The search can be processed as simple or advanced search. A customer can be selected for further service actions. 

Single field search

The single field search requires at least 3 characters and searches in e-mail addresses, customer numbers and surnames without further specification.

Advanced search

The advanced search supports searching for 9 different parameters in specified fields to find a customer:

  • First name
  • Last name
  • Date of birth
  • Customer number
  • Email address
  • Phone number
  • Zip-code
  • City
  • Country

The search can be restricted to one channel of the organization.

Customer OverviewProfile and order information are delivered via REST and shown in the application. 

Recent Orders

The last orders of the customer are shown in a list sorted in descending order by the order number.

Order details

An order in the list of recent orders can be opened to show detail information delivered by the REST API.

Customer information

The customer information depends on the selected customer. For B2C customers all stored addresses are shown next to the common profile data. For B2B customers company information is shown in addition to profile data.

CouponsCoupons represent promotion codes that entitle customers to benefit from a specific promotion. The contact center agent can select a promotion from a list of available promotions and generate a promotion code for the customer. The agent can submit the generated code to the customer via e-mail. Furthermore contact center agents are also able to apply codes to a customer's cart. 
Quick OrderQuick Order allows for creating an order on behalf of the customer within a single page optimized for efficient order entry.

Shopping cart

Call center agents can add products directly by entering the SKU of the product. If the product has variants, the product variation can be selected in a dialog.

The basket is created when the first product is added. The agent can edit the quantity or remove the line items from the cart.

Product search

Products can be found by providing a part of the SKU or the product name within a search form. The search result is provided as a product list. Each product can be added from that list to the cart.

Addresses

The default shipping and invoice addresses are automatically selected for the cart. Both can be changed if the customer's profile has more than one address stored. Furthermore an additional address can be created and saved at the profile.

Payment

The call center agent can select one of the available payment methods. The availability of the payment methods depends on the channel preferences in Intershop Commerce Management and on the configuration of the contact center white list. New bank connection details for the payment method "Direct Debit Transfer" can be added to the order and saved at the customer account.

Shipping Method

The eligible shipping methods depend on the product configurations in Intershop Commerce Management and the selected delivery address. Each method which updates the cart updates the list of eligible shipping methods for each line item.

Take over basket

Existing shopping carts from the selected customer can be taken over by the agent and processed in the same way like new ones that have been generated by the agent. The contact center agent has two possibilities to take over the cart:

  • The last generated shopping cart from the customer can be taken over directly.
  • The agent can open a dialog and select the correct cart from the displayed list of all existing carts of the customer.

All changes are visible for a customer who is online and logged in after refreshing the browser. The customer has the option to check out the modified cart in the storefront.

Place order

Once all shopping cart details are properly set and applied, the agent can place the order on behalf of the customer.

Co-Browse

The contact center agent can start a "co-browsing" storefront session. That means, the agent is logged in to the storefront using the customer's credentials. The catalogs and products, prices, promotions, content etc. are displayed to the agent in the same way as to the customer.

Disclaimer

The information provided in the Knowledge Base may not be applicable to all systems and situations. Intershop Communications will not be liable to any party for any direct or indirect damages resulting from the use of the Customer Support section of the Intershop Corporate Web site, including, without limitation, any lost profits, business interruption, loss of programs or other data on your information handling system.

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