Interacting with a Customer

In the Intershop Customer Engagement Center, all user interaction is centered around customers.

As the call center agent, you search for the customer who contacts you. You then select this customer and open a contact session.

Within the contact session, you process the customer's requests. Corresponding actions may include editing carts and placing orders on behalf of this customer, editing customer data or generating and applying coupons.

Once the customer's requests are resolved, you close the contact session. This displays the customer search page again.