2 Geac System21 commerce.connect: Implementation on the iSeries Server
1.1 call.connect
Geac call.connect fills two roles. First, it is a telesales-oriented product. It is intended to help
call center personnel actively sell to the customer and create and foster personal
relationships.
To support this type of active sales, call center personnel need instant access to all relevant
information for the calling customer. Typical information includes order history, account
information, and product information. The ability to quickly enter an order (complete with stock
allocation, customer pricing, and credit checking) while the customer is still on the telephone
is paramount. This should be backed up by the ability to script the conversation to highlight
selling and promotion opportunities.
Companies need to classify their markets and customers and determine their policy in
satisfying conflicting priorities and supplies. Geac call.connect is a customer service and
order taking application that is designed to be deployed in this fast moving and complex
environment to meet these requirements.
call.connect is a component-based order capture application. This component-based
approach allows the Geac Professional Services Organization to build solutions that optimize
the order capture process for individual customers. Indeed, this component-based approach
allows Geac consultants to build new order capture solutions for sales force automation or
mobile computing, for example.
Figure 1-1 shows a typical call.connect window. The top two-thirds of the window show the
Reactive Sales page. This contains products that are relevant to the particular customer to
which the operator is selling. These products may be ones that the customer buys on a
regular basis, ones that are on special promotion, or ones that are on the special price list for
the customer. The bottom third of this window shows a configurable set of tabs. These pages
contain information about the current customer, which may help the operator in the telesales
environment.
