IBM Sterling Order Management Suite

Demonstration Script

Technical Sales Level 3

Boyd Brown (boyd.brown@ibm.com)

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Table of Contents
Instructions to use this demo script ............................................................................................................. 3
Demo environment access request .............................................................................................................. 4
Access OMS docker ....................................................................................................................................... 5
Option 1: Clipboard-enabled VM .............................................................................................................. 5
Option 2: VM remote console .................................................................................................................. 6
Option 3: Wireguard ................................................................................................................................. 6
Login to the VM......................................................................................................................................... 6
IBM Order Management Solution at a glance .............................................................................................. 7
Store Engagement......................................................................................................................................... 8
Store Engagement - BOPIS ........................................................................................................................ 8
Store Engagement - SFS .......................................................................................................................... 12
Store Engagement - Endless Aisles/Save the sale................................................................................... 16
Store Engagement - Review .................................................................................................................... 19
Call Center ................................................................................................................................................... 19
Introduction ................................................................................................................................................ 19
Call Center - Order Modification............................................................................................................. 20
Call Center - Return Order ...................................................................................................................... 24
Call Center - Review ................................................................................................................................ 27

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Instructions to use this demo script

This demonstration script is formatted using the following structure:

• Sample dialogs will appear throughout the document with suggested prescriptive demo
advice to best communicate the use case to clients. You can customize these
statements as desired.
• When instructions are given to enter text, the text is shown in courier font (this is an
example). This is to help indicate that you need to type or copy/paste all the text as-is.
• Action instructions appear before the corresponding screenshot. On the screenshots, the
location of where to click or reference is highlighted using red bounded boxes for single
steps and red bounded boxes with a red circle and corresponding letter (A, B, C, D, etc.)
for multiple references used for references to user interface elements, such as the name
of a button, icon, screen, tab, dropdown menu, option, and so on.
• In some cases, a single action step will not immediately have a corresponding
screenshot. Rather, the screenshot will be shown after multiple related steps. Steps will
still be highlighted with red bounded boxes and a red circle with the corresponding letter
relevant to the step. (A, B, C, D, etc.)
• Notes or important information is displayed in grey-shaded boxes.

Note: Important information will be provided here.

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Demo environment access request

Completing this lab requires access to the IBM Sterling Order Management (OMS) environment.
To make a reservation, please perform the following steps:
1. Click this Create a reservation form to request access to the OMS demo environment.
Click the “Reserve” button.

2. On the form, Click the “Reserve now” button or Click the “Schedule for later” button to
schedule a preferred time to provision your demo environment access and Click
“Submit”.

3. Click “Purpose” and Select “Practice/Self-Education” from the drop-down list (A).
4. Click “Purpose description” and enter “Order Management Suite Level 3 Demo” (B).
5. Click “Preferred Geography” and select “Americas” from the drop-down list (C).
6. Enable VPN from the drop-down list (D) in the reservation form if you would like to
access OMS UIs from the BDA landing page through the browser on your machine.

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 7. Choose an End date and time that ensures you have the time required to complete the
demo script (E).
8. Click “Submit” (F). You will receive an email almost immediately that your environment
has begun provisioning. After 5-10 minutes, you’ll receive another email notifying you
that your environment is ready, with details on how to access it.

Note: You must have internet connectivity to access the demo environment.
Chrome or Firefox is the preferred browser.

Access OMS docker

Option 1: Clipboard-enabled VM (TEMPORARLY UNAVAILABLE)

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 1. For clipboard-enabled VM – Access the published services link at the top your
reservation page

2. Continue to Login to the VM

Option 2: VM remote console

1. To access the VM remote console scroll to the bottom of your reservation page
Note: Clipboard is not available in this console

2. Continue to Login to the VM

Option 3: Wireguard

To access OMS UIs through the browser on your machine

1. Navigate to your reservation page within TechZone and download the VPN
config file.

2. Install Wireguard https://www.wireguard.com/install/

3. Upload the VPN config file to Wiregaurd
4. Activate the tunnel in Wireguard
5. Add 192.168.252.2 oms.innovationcloud.info to your system’s host file
6. Continue to Login to the VM

Login to the VM

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 1. Log in to the VM using the password: meeting265bridge

2. It will prompt you to log in twice using this password. Click “Sign In”.

3. Open the terminal inside the VM and run the following commands:
$ cd /opt/Sterling/devtoolkit_docker/compose
$ ./om-compose.sh start
You should be able to access OMS UIs from the BDA landing page
oms.innovationcloud.info through the Firefox browser on your machine now.

IBM Order Management Solution at a glance

The accelerated evolution of commerce has historically shown to be impacted directly by

customer expectations, evolving from a physical experience with brick-and-mortar stores to now
combined with a digital shopping experience.

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Shoppers also have evolved expectations of how they want to buy products and how and when
they want to physically receive them. Some companies have been successful in implementing a
digital e-commerce experience and offer free shipping and returns, fast delivery options, and the
choice of how to shop, which has pushed customers to expect the same from other businesses.

Let us look at many key areas of IBM Order Management Solution (OMS) and how it can be
used to empower the store, call center, and business users across the board to provide an
exceptional customer experience.

Store Engagement
Introduction to Store Engagement

Today’s stores are under intense pressure to reinvent themselves, not only to compete with
businesses like Amazon but also to adapt to recent changes to policies and processes due to
the COVID-19 pandemic. These businesses were subject to the strain of in-person restrictions,
limited contact interactions, and non-essential store closures.

The retailers that have proven successful in this area, learned how to adapt to the evolving e-
commerce of customer demand and expectations and to transform their stores into Omni-
Channel experience centers. This must go beyond simply meeting customer expectations but
comes down to unlocking key omni-channel capabilities like buy online pick up in store (BOPIS),
Endless Aisles/Save the sale, ship from store (SFS), and store return.

When looking at Store Engagement, there are three key components:

• The first would be customer-facing tasks such as endless aisle and store returns.

• The second is fulfillment tasks such as buying online pickup in-store or ship from store.

• Finally, the store dashboard where users have a bird’s eye view of how orders are being
processed at the physical store.

Store Engagement - BOPIS

Introduction

The Store Engagement dashboard is a component of the IBM Sterling Order Management Suite
(OMS) which provides store associates with a real-time view of inventory, customers, and order
data through an intuitive user interface (UI) that is accessible via sales counters and mobile
devices. This makes delivering the right information to them at the right time possible.

The dashboard is responsive in that it will respond accordingly if the screen size changes. This
allows the user interface (UI) to be utilized on any device. This means store employees can
provide superior omni-channel services for the fulfillment, inventory management, task
management, and customer service from a mobile device, tablet, or desktop. It is really
whatever is best for the business.

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Use case overview

In this scenario, the customer has placed an order for in-store pickup. This process is known as
buy online pick up in-store (BOPIS). The store associate has visibility of orders that are ready to
be picked up and will proceed to prepare the order for the customer to pick up. Here are the
steps the store associate will follow as they process the customer’s pick-up order when the
customer is enroute.

Portal Login

1. Log in to Store Engagement at the following

2. Enter your Username: bwhite and Click the “Continue” button.
3. Enter your Password: bwhite and Click the “Login” button.

Dashboard

Narrative:

This is the Store Engagement dashboard which is a component of the IBM Sterling Order
Management Solution (OMS). This page enables users to view all fulfillments and provides
insights into the orders required to be picked and packed, and a view of other tasks to be
completed such as receiving shipments and orders required to be shipped.

Clicking on the number below pick orders, provides a dashboard showing the current order
required to be picked. These orders are separated by fulfillment type. At the top, it shows the
quantity of buy online pickup in-store (BOPIS) orders and ship from store (SFS) orders which
are in queue. The associated service level agreement (SLA) can also be reviewed here. This is
the timeframe defined by the business in which the order must be picked. If it is not picked
within this timeframe, an alert will be triggered to a business user.

To start the process of picking an order, click the pick order button. This takes the user to a
dashboard showing the required items for this order. Many retailers have preferred this
dashboard view on a desktop and print a pick list rather than using a mobile device. This is a list
of items in an order for the store associate to pick. If a mobile device is used, there is no need
for this step.

The store associate will go to the stocking location to pick these items. There are also additional
options including Pick All, scan the item, or increment the quantity by one. This depends on the
desired preference. Some retailers choose to scan each item individually to ensure a granular
view of their inventory. Other cases such as small boutiques have preferred to minimize clicks
and choose a “Pick All” button. This can be tailored during the implementation phase.

The store associate will click on the plus button to record that the items have been picked. Once
all the items have been picked successfully and a prompt to assign a staging location will
appear. This is a location where the order will be located until the customer arrives to pickup the
order. There is the option to either type the staging location in or create a barcode to make it
more relatable to the business. Once the staging location is added, we can finish the pick.

Action:

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1. Click the number under “Pick Orders” and Click “Print Pick List”.

2. Click “Pick Order” for OM1000206.

3. Click on the “three-dots” (Top-right hand corner of panel screen). Point out “Print”.

4. Point out “Pick All”.

5. Point out the scan line.

6. Click on the first item. Click the “+” for that item (far right of item).

7. Select and continue Clicking “+” for the remaining items.

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 8. Click “Yes” in popup window.

9. Enter STG-01 in text box field and Press “Enter” key on the keyboard.

10. Click “Done”.

Narration:

Now the status has changed, and the order is ready for the customer to pick up. The customer
will receive a text message (SMS) or email notification prompting that the order is ready to be
picked up. When the customer comes into the store, they approach the store associate to pick
up their order. Within the dashboard, a number one will be shown under the customer pickup
widget. Clicking on this widget shows details relevant to this customer’s order.
Let us begin the customer pickup process. The store associate can confirm the customer’s
identity. This is also configurable; additional methods can be added to confirm identity as
needed. As an example, address verification can be used.

The associate can return to the staging location, retrieve the items for the order, and confirm it
has been picked up. The associate also has the option to increment the quantity by clicking the
plus icon. The pickup can be finished, and the process was successful.

This demonstrated how the store associate can follow a simple step-by-step approach to tackle
day-to-day tasks and provide flexible fulfillment options and maintain operational efficiency at
the store. This ends the buy online pick up in-store (BOPIS) scenario.

Action:

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 1. Click the icon under “Customer Pickup” and Click the number under “Customer pickup”

2. Click “Start”.

3. Select “Address Verification” from the Verification method dropdown menu.

4. Click on the first item. Click the “+” for that item (far right of item).

5. Select and continue Clicking “+” for the remaining items.

6. Click “Done”.

7. Click “Close”.

Store Engagement - SFS

Use Case Overview

The next scenario will demonstrate a ship from store (SFS) process. Like the buy online pick
up in store (BOPIS), the customer has placed an order online but, in this case, the customer
wants it shipped to a home address. Based on the fulfillment logic in the order management
system, the order is routed to be fulfilled at a store. The store associate will pick, pack, and ship
the order out for the customer. Let us return to the system to take a closer look at this process.

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Portal Login

1. Log in to Store Engagement at the following

2. Enter your Username: bwhite and Click the “Continue” button.
3. Enter your Password: bwhite and Click the “Login” button.

Dashboard

Narration:
Within the fulfillment dashboard, there are still orders that need to be picked. To begin, let us
pick an order under the “Ship” tab. Let us continue with the first order. At this point, the store
associate will retrieve the items for the order, but in the situation that the item is not available in
the store; the store associate can record the shortage.

This lets the order management system know that the item is unavailable. The order can then
be rerouted to be fulfilled from a different fulfillment location or it can be configured in different
ways. An alert can be triggered to a call center user to contact the customer to provide options
on how to address this:

The customer could choose to change the fulfillment method. In any case, the shortage can be
documented here, and the system will address accordingly. For this example, the items are
available.

Action:

1. Click the number under “Pick Orders”.

2. Point out the “Ship” tab.

3. Click “Pick order” on the first order. Select the first order.

4. Click “Record Shortage”.

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 5. Click “Cancel”.

The store associate will continue and scan the remaining items and confirm they have been
picked successfully. A prompt to assign a staging location will appear. Let us add a location
where the order will be located until the courier arrives to pickup the order. Once the staging
location has been added, we can finish the pick.
Action:

1. Click on the first item. Click the “+” for that item (far right of item).

2. Select and continue Clicking “+” for the remaining items.

3. Click “Yes” in popup window.

4. Enter STG-01 in text box field and Press “Enter” key on the keyboard.

5. Click “Done”.

Narration:

The order status is ready for packing, let us continue and click into pack order. The store
associate will estimate the number of containers required to pack the items. If two or more
containers are required, the additional containers can be added here.

The items can be packed and based on how it is configured, you can scan them or simply click
pack all to add them to the container. This is where integrations come into play. If the desktop or
mobile device is integrated with a scale, the weight will auto-populate. Alternatively, the weight
attributes can be passed along with the item, in which case, it will auto-populate this as well. It is
based on which option was chosen to implement.

This is also where the integration with the carrier service would occur, and the associate can
generate a carrier-compliant shipping label to be placed on the outside of the package.
Continue to print the packing slip to be placed inside the package.

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Action:
1. Click the number under “Pack orders”.

2. Click “Pack order”.

3. Point out the “add” for the increasing containers (do not click).

4. Click “Pack All”.

5. Click to enter pounds and replace “0” with “10” and Click “Update”

6. Point out the “Generate Label” button (do not click).

7. Point out the “Print a Packing Slip” button (do not click).

Lastly, let us look at the unpack feature. In a situation in which the associate misjudged and
both items cannot fit in one container, simply click the unpack button and it would remove all the
items from the container. This allows additional containers to be added. This is excellent since
there is no manager overrides necessary and can be done independently. Let us continue and
finish the pack. Now the items are packed and ready to be shipped.

Action:

1. Click the “Box” icon with arrow pointing up.

2. Click “No”.

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 3. Click “Done”.

4. Review “Shipment Summary” for the order. Click “Close”

There is now a one populated under Ship Orders. When the carrier service arrives to pick up the
order, the store associate can confirm that the carrier service has picked up the order. This can
trigger a notification to the customer based on this status change that the order has been
shipped successfully.
Action:
1. Click “1” under Ship Orders.

2. Click “1” under Ship Orders icon.

3. Click “Confirm”

4. Click “Close”.

Store Engagement - Endless Aisles/Save the sale

Use Case Overview

In this scenario, the customer is browsing in the store and cannot find an item they are looking
for. The customer approaches the store associate to find out if it is available. The associate can
use the Store Engagement dashboard to have visibility into the inventory across the fulfillment
network to check if the item is available in the store or if other fulfillment options are available for
this item.

In this case, the item is not available in the store, but the store associate can save the sale by
placing the order on behalf of the customer to be shipped directly to their home address.

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Let us look at a mixed cart checkout in which one of the line items is being shipped to the
customer’s home address and the other is a cash-and-carry item in the store. From there, the
store associate can finalize the order.

Dashboard

Narrative:

In the system, switch over to the customer service view. Notice that the view has changed to be
focused on customer service tasks. Here, the associate can browse different products, capture
orders, process returns, and pull up specific customers. This is where orders belonging to that
customer can be found.

In this specific scenario, the customer approached the store associate and asked if the item is
available in the store. The store associate pulls the information for that item. It is showing the
item is not available in the store.

With the inventory visibility available here, the store associate can see that it is not available.
But the item is available to be shipped to the customer’s address if they choose. At this point,
the store associate can consult the customer to find out what they would like to do. They can go
ahead and place this order on behalf of the customer to be shipped to their home address and
save the sale. Let’s go ahead and add this item to the cart.

Action:

1. Click “Menu” icon in top left.

2. Select “Customer Service View”.

3. Enter CHI_0058_SKU (must be capitalized) in the find products text field and Press
“Enter” key on the keyboard.

4. Point out availability table.

5. Click “Add to Cart”.

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Narrative:

In this case, the customer has found another item they wish to be added to the order, in which
the item is shown as available in the store. Continue to add this item to the cart and check out.
Notice that there is a two-line item order. One is being shipped to the customer. The other is a
cash-and-carry item. Continue to associate this order with the customer’s profile.

Enter the customer's email address. There is a primary addresses related to this email, confirm,
and select OK. Observe it is being shipped to the customer’s home address.

Action:

1. Click “Product Search” and enter CHI_0059_SKU (must be capitalized) and Press
“Enter” key on the keyboard.

2. Point out availability table.

3. Click “Add to Cart”.

4. Click “Check Out”.

5. Click “Identify customer”.

6. Click an email field. Enter jjones . Click “Search”.

7. Select “Jill Jones” address and click “Ok”.

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 8. Point out shipping location.

Narrative:
From here, finalize the order on behalf of the customer. Go ahead and capture the payment. It
was possible to capture the order by using the consolidated and centralized view of the
inventory visibility to choose a fulfillment option that worked for the customer.
Action:
1. Click “Continue”.

2. Click “Credit card”.

3. Click “Confirm payment”

4. Click “Ok”.

Store Engagement - Review

The store associate is the key to omni-channel success. Leveraging the store more engagingly
is critical to the success of retailers. To summarize, with the store engagement user interface
(UI), businesses can empower the store associate with the right resources to meet and exceed
the customers’ expectations.

As shown, the UI supports buy-online pick up in-store (BOPIS), ship from store (SFS), and save
the sale. By enabling these tools with the store engagement UI, businesses can simplify the
process for the store associates which can reduce operating costs and improve the employee
experience. In turn, this improves customer satisfaction and increases revenue at the store as
well. This concludes our demo for store engagement.

Call Center

Introduction
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The next part of this demo is the IBM Call Center solution. This provides customer service
representatives (CSRs) with a single point of access to all the information required from any
channel or division to insure a seamless omni-channel experience. With a complete view of
customers, orders, and real-time visibility of inventory, customer service representatives (CSRs)
can be more effective in helping customers. Additionally, providing CSRs with a real-time view
of inventory, along with suggested promotions and up-sells, can make it easier to cross-sell and
up-sell additional relevant products and services.

For this demo, let us witness how the CSR can provide support to customers with the ability to
make order modifications and order returns. Understand that there are various use cases that
IBM supports such as answering questions about where a shipment is located and order
capture. All the capabilities that IBM supports will be introduced later. Let us continue and start
with order modification.

Call Center - Order Modification

Use Case Overview

In this scenario, the customer contacts the call center to change an eCommerce order. The
customer has placed the order but would prefer to change one of the line items to be picked up
in-store. Notice how the customer service representative (CSR) has complete real-time visibility
of the inventory. Be aware that this is the same inventory visibility that the store associate had
access to. This includes the ability to see if an SKU is available at a nearby store. From here,
the CSR can make the change in the fulfillment method and finalize the order.

Now let us go ahead and proceed to the call center dashboard. In this case, the customer
service representative (CSR) will log in. The CSR has access to one enterprise but alternatively,
there can be an administrative user that has multiple enterprises which can provide numerous
configurations as well as assign permissions to users.

Portal Login

1. Log into the Call Center for Commerce.

2. Enter your Username: rwilliams and Click the “Continue” button.
3. Enter your Password: rwilliams and Click the “Login” button.

Dashboard

Narrative:

Within the call center dashboard, the customer service representative (CSR) will have visibility
into orders, customer information, and the ability to process returns. They also have access to
information on specific products. At the bottom, alerts are visible by the queue.

On the far right is the related taskbar. In general, the user interface (UI) is very task-oriented,
and this related taskbar is context specific. When navigating through the screens, the related
taskbar will change to populate with the tasks that are most relevant to what is being done at

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that time. This is especially useful for reducing call handling times and ensuring that the CSR
has the right tools when they need them.

Action:

1. Point out “Alerts by Queue”.

2. Point out “Related Tasks”

Narrative:

Let us continue and look at all the orders by clicking “Find order”. Notice that there are specific
search criteria that can be narrowed down. Click “search” and see all the orders across the
board. Click on a specific order, to see the channel where the order was placed. In this case,
this order had been placed on the web. This is an example of how CSRs have a consolidated,
centralized view of orders across all channels.

Action:

1. Click “Find Order” button.

2. Click “Search” button.

3. Click on an order under “Search Results”.

4. Point out the “Channel:”.

5. Click “Close” button.

Narrative:

For this scenario, the customer wants to change the fulfillment method for one of the line items
in a specific order. Searching for the order within the “Order Number” will provide the results for
that specific order. It is indicating that this order had been placed on the web and details relating
to the order lines can be viewed here, and notes can be viewed and/or added also.

When the customer contacted the call center requesting to change the fulfillment method, the
CSR can add a note stating that the customer contacted by phone to have the fulfillment
method changed. These notes are visible across all channels.

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Action:

1. Enter OM1000065 (must be capitalized) in the “Order Number” text field and Press
“Enter” key on the keyboard.

2. Click “Search”.

3. Point out “Channel: Web”.

4. Click “View/Add Notes” button.

5. Select “Customer Called” from Note type dropdown.

6. Select “Phone” from Contact type dropdown.

7. Enter “Change fulfillment method” in Note field.

8. Click “Save” button.

9. Click “Close” button.

Narrative:

The side toolbar has populated with the tasks relevant to the order. These include order
modification tasks like canceling products, adding lines to orders, resolving holds, and applying
holds. Located at the bottom is the create returns and change fulfillment options.

Select the line item of interest, notice that all these capabilities are available. Here is where the
option to change it to be pick up or delivered, change address, or change the level of service.

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Let us choose the pick up option and enter the zip code to change this item to be picked up at
the Boston Store which is nearest to the customer and available today. This is the same
inventory visibility view that was seen in the store engagement and that will be seen in other
scenarios as well.

Actions:

1. Click “Change Fulfillment Options” link.

2. Select first item.

3. Click “Change to Pick Up” button.

4. Enter Postal Code 02134.

5. Click “Find Store”.

6. Select “Aurora – Boston”.

7. Select “Apply” button.

Narrative:

The order has been updated successfully, and the item is being shipped to the customer’ home
address. From here, the payment method can be confirmed. This is an example of how the call
center representative (CSR) can use this task and process-oriented user interface (UI) to meet
all the customer’s expectations.

Action:

1. Click the “Next” button.

2. Click the “Confirm button.

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 3. Point out fulfillment method changes to “Pick UP” for first item.

4. Click “Close” button.

Call Center - Return Order

Use Case Overview

In this scenario, the customer has placed and received the order, but would like to return one of
the items. From here, the customer service representative (CSR) can pull up the order and
create the return on the customers behalf. This will demonstrate how the customer service
representative (CSR) can collaborate with the customer, whether that is on an exchange, a
price match, or appeasement. And then from there, the CSR can finalize the return on the
customers behalf.

Dashboard

Narrative:

Returning to the call center dashboard. The customer service representative will pull up the
order by using the customers information. Let us suggest that Jill Jones called the call center
and does not know the exact order number. This is not a problem; the order can be found
through her customer account by selecting her Customer ID.

Now that Jill's profile is visible, let us click on orders and find the order of interest. Again, there is
a two-line item order, and it has already been shipped under the status. On the side toolbar,
there is the option to create a return and the option to appease the customer.

Action:

1. Enter email address that starts with “jjones”.

2. Click the “Find Order” button.

3. Select Order Number “1000091” for Jill Jones.

Narrative:

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Let us start by creating the return. At the top is the ability to create a return with order
information or create a blind return. Moving forward, select the item of interest and the return
reason. In this case it is a damaged item.

At the bottom there are return avoidance paths available to the customer service representative
(CSR) from this screen. At this point, the CSR can try to propose a price match for this product if
that is necessary or even offer to appease the customer.

Action:

1. Click “Create Return” link from “Related Tasks” panel.

2. Point out “With Order Information” and “Without Order Information (Blind Return)”.

3. Select first item.

4. Select “Damaged Item” from “Return Reason” dropdown.

Narrative:

If they choose to appease the customer, select the reason code is that the item is damaged.
Select order line and the line item of interest. Continue to see what discounts or appeasement
can be offered.

Here are the appeasement options. At this point, a discount can be offered on the order, or on a
future order, this is all configurable during the implementation to have other appeasement
options added. There is also the ability to capture a note at the bottom. This will go into the audit
history of the order and is visible from all the channels as well.

Action:

1. Click “Appease Customer” link.

2. Click “Ok” to leave this page.

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 3. Select first item “Damaged Item” from “Reason code” dropdown.

4. Select “Order line” apply appeasement to.

5. Select first line item.

6. Click “Next” button.

Narrative:

In this case, the customer has decided they would like to move forward with returning one of the
line items. Resume and finalize the return of that item, and go finalize the refund to the
customer.

The return has now been documented and notice the return order has been created and the
return reason listed here as well. This shows how the customer service representative (CSR)
can use this task-oriented user interface (UI) to perform these order modifications, create
returns and pull up customer orders or profiles as needed.

Action:

1. Select “Cancel” button.

2. Click “Next” button.

3. Click “Next” button.

4. Select “Confirm” button.

5. Click “Close” button.

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Call Center - Review

This demonstrated how the Call Center user interface (UI) was able to provide a single interface
for the representatives to use that contains all the information they need to provide a seamless
omni-channel experience from visibility into orders, inventory, as well as custom profiles. Having
the related taskbar is a process-oriented approach and can reduce the call handling time by
simplifying the process for the customer service representative (CSR) and empower them to
have all the tools and resources to be responsive to the customer’s needs.

This is only a couple of the possible use cases. The Call Center UI is very comprehensive and
built to support any customer interaction.

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