With respect to the Intershop Contact Center, the following concepts are important.
| Concept | Description |
|---|---|
| Intershop Contact Center | The Intershop Contact Center is part of Intershop Commerce Suite. It is a demo application intended to be enhanced by Intershop partners to serve call center processes. It provides basic features designed to help merchants establishing and managing personal contact with their customers. It integrates multiple communication channels that offer one-to-one contact, and provides customers with a quick and easy way of obtaining information and getting help via phone or chat. |
| Contact center agent | In the Intershop Contact Center, the contact center agent is an actor who is responsible for customer requests. The contact center agent handles service requests via multiple communication channels, and acts and reacts according to a customer's needs with respect to, for example, orders, shipping or payment matters. |
| Communication channel | The communication channel refers to the type of communication between Intershop Contact Center and customer, like phone, e-mail, chat, etc. |
| Contact session | The contact session refers to the phase of interaction and communication between the contact center agent and the customer. A contact session may involve multiple requests. |
| Request | The request refers to a single issue cycle within a contact session. A request has a reason, may involve an action, and has a solution. |
| Action | The action refers to an operation triggered by the contact center agent in response to a customer's request (like, for example, creating a promotion code or adding/removing a product to/from the shopping cart). |
| Solution | The solution is the documented result of whether and how a customer's request is completed. |