1

Professional Access Pvt. Ltd www.professionalaccess.com

Rich eCommerce Tools Advance Search, Shopping Cart, Promotion & Personalization, Product Comparison, Reviews & Ratings, Seamless Integrations

Advanced Product Bundling Telco specific product catalog with Dynamic and Static Bundles.

App Store Exclusive Apps for wide range of mobiles & operating systems, Share Apps with friends, My Apps

Integrated Commerce Suite for Telecom

Solution Guide
Rich Commerce Tools Advanced Product Bundling App Store for Mobile Devices Customer Ratings & Reviews Seamless Integration with Telecom back office Systems Rapid Deployment

Solution Guide

1 INTEGRATED COMMERCE SUITE FOR TELECOM - SOLUTION GUIDE

1 Overview
The Integrated Commerce Suite (ICS-T) for Telecom is an enterprise-quality; feature-rich eCommerce platform built over ATG based technologies. ICS-T provides online merchants with unprecedented flexibility and total control over the web presentation, functionality and content of their eCommerce channel. It empowers online Telecom merchants to create their web presence that provide a rich online shopping experience for their customers and still having complete regulated back office management system.

Integrated Commerce Suite (ICS-T) for telecom is a no-frill ecommerce platform which empowers online commerce to go live with a high degree of User experience and scalability. The solution is built with enhanced features specific to Telecom arena. Through proven ATG based technologies, ICS-T has ability to rapidly create and automate end-to-end ecommerce processes which significantly reduces time spent on implementation, testing and creating user interfaces. ICS-T is prebuilt with rich Telecom domain specific UI templates to helps rapidly customize web pages for Customer specific brand. ICS-T is built in with Integration framework with a prebuilt integrations and support for various eCommerce services. Integration Broker empowers ecommerce solution to securely exchange data with Back office systems and Vendor hosted services. ICS-T based Commerce Solution will be delivered through a world-class application hosting environment, and managed by a highly skilled team of experts who have many years of experience delivering software solutions as managed services.

Benefits of ICS for Telecom

Rich features

eCommerce

Prebuilt with all key features required for a Telecom eCommerce site Prebuilt integrations with prime eCommerce and Telecom Services Empowers with truly governed business environment Increased Time to Market with rapid deployment

1.1. Abbreviations, Acronyms and Definitions

Abbreviations and Acronyms ICS Customer, Consumer ATG BCC Merchant PA 2 INTEGRATED COMMERCE SUITE FOR TELECOM - SOLUTION GUIDE Details Integrated Commerce Suite Online user who Merchant website wish buy products on

ATG Business Control Center Person or Organization who is interested to build new ecommerce Solution Professional Access

ICS T Landscape

Domain Layer (Telecom): Domain layer extends ATG framework to implement telecom specific use cases. Layer provides comprises of Telecom features like Advanced product bundling, App Store, Browse and shop Internet, TV, Phone plans, etc. Storefront: This view will be accessed by end Customers to experience rich user experience of online shopping. Storefront provides features like Browse and shop, Search, view Promotions, Customer accounts etc. Merchandising: Business users can access this view to manage catalog, products, promotions and other business, web contents. Search: This feature allows Customers to search for right product with less effort. Search feature provides navigation capability based on Customer specific criteria. Reporting and Analytics: This capability empowers Merchant to generate various commerce reports to get insight in to his Sales, Trends, Web traffic. Customer Support: This view facilitates clients customer support team to access information like Order, customer information, etc. This view also provides access to various business processes like Order creation, Cancellation, Refunds, etc. Integration Broker: This layer helps the eCommerce platform to integrate seamlessly with external applications and services. 3

INTEGRATED COMMERCE SUITE FOR TELECOM - SOLUTION GUIDE

2 Web Storefront Key Features

ATG based ICS-T is packed with fully functional online customer features which are exclusive for Telecom domain like option to Upgrade phone online, view past bills, view current usage of talk time etc. The features are logically classified in to visitor and registered user type. Visitors get to access limited features where as registered user will get access to the complete pool of Features

Guided Search

Product Comparison

Gift Certificates

Registered User

Visitors

Help

Promotions

Email Signup

Browse & Shop (Guest Checkout)

Internationalization

Persistence shopping cart

My Favorite

Personalization

Gift Wrap/ Message

Web User

My Account Telecom Specific Features

App Store View Current Usage

Check Coverage

Upgrade Phone/Plan

Activate SIM Choose Phone Number

Dynamic Bundling

Purchase Airtime

Based on ATG technologies, above listed features are perfectly crafted for todays advanced eCommerce solutions for Telecom which are easily configurable and deployable with considerably less time. This is one of the key reasons to empower Merchants to go to market ahead of their competitors.

4 INTEGRATED COMMERCE SUITE FOR TELECOM - SOLUTION GUIDE

5
Web Storefront provides public facing web user functionalities to promote and sell merchants products. In order to create user friendly and simple User Interfaces, ICS-T provides a pool of UI templates which will be customized according to Merchants brand during implementation period. Following diagram depicts one of such UI template (Home Page) and respective details.

Merchant Logo Keyword Search Product Category Tabs and link to Shopping cart Rotating banner image to promote new products of multiple categories. This content can be personalized based on Web user profile User Registration, Login and Forgot password functionalities Promote Top 3 products from different categories Top rated products with user ratings Key products from different categories Signup for New Letter. Customer Support ink Store Locator Domain specific feature like Upgrade Phone Click2Call Connect Customer Support with User

Footer with direct link to most of the Site functionalities

5 INTEGRATED COMMERCE SUITE FOR TELECOM - SOLUTION GUIDE

2.1. Highlighted Storefront Features

This section details selected consumer based, Storefront features. Personalization: ICS-T helps Merchant to create various types of Targeted content to provide personalized experience for online consumers. ICS-T User Interface templates provide various place holders to present personalized content.

Based on user profile Product on the banner can be personalized For example, Music phone for 30+ Age, Music phone for Teen aged

Dynamic Product Bundling : Offten Telecom merchants would like to bundle their products and services (some time along with Accessories) and sell as one discounted product to the end users. This is one of the highlighed feature that most of the Telecom merchants prefer to have on their online store. Other side, online user, inorder to get benift of disounted price, he chooses a product(ex. A Phone device) and choose respective serices or other related products and purchase with one dicsounted price(Bundle price). Following user screens depicts how end user can choose Phone, related Service and Phone number.

6 INTEGRATED COMMERCE SUITE FOR TELECOM - SOLUTION GUIDE

1
Choose a Phone

2
Choose a related Plan

3
Choose a Number

7 INTEGRATED COMMERCE SUITE FOR TELECOM - SOLUTION GUIDE

8
Product Comparison : This functionality helps online user to quickly compare muliple products and choose right product. Following figure depicts comparision of multiple product (Feature and price).

Account Management: The ICS-T solutions has been buit with extensive account management features. It allows the customers/users to create their profile, multiple addresses, payment methods and othe personalized content. The solution allows the User to access the past bills, current usage of talktime, option to upgrade to a new phone, view past orders etc. A very user friendly User Interface is provided for easy navigation and access of various account/profile related infomration. Profile Management: Customer/User is allowed to create personal details and manage the account password. User can create and set default Shipping Method, Credit Card and Shipping Address. This will facilitate express checkout capability, where in, User can checkout an order with a single click by taking the default settings made in the profile.

8 INTEGRATED COMMERCE SUITE FOR TELECOM - SOLUTION GUIDE

Upgrade Phone/Plan: User can will have the option viewing their current Phone and Plan details. User has the option of upgrading to another phone or change the plan or renew the existing plan.

My Bills/Usage: 9 INTEGRATED COMMERCE SUITE FOR TELECOM - SOLUTION GUIDE

10
User has the flexibility to track the usage of airtime minutes for a prepaid connection and view a Bill for any previous month for a post paid connection.

My Orders: User can view his/her orders placed and view the status. User has the option of filtering the orders based on status and order date for quick reference.

Loyalty Point System: ICS-T helps Telecom merchants to integrate with their back office Loyalty Point System (LPS) and enhance end user experience through following features Track and Accumulate Loyalty points Redeem Loyalty points

10 INTEGRATED COMMERCE SUITE FOR TELECOM - SOLUTION GUIDE

11

Guided (Faceted) Search: This feature allows the user to search for the desired product very quickly with help of the Navigation structure that the solution offers. The system provides approptiate options in the navigation which guides the users to drill down and refine the search criteria to find the most relavant products.

Guided Search

11 INTEGRATED COMMERCE SUITE FOR TELECOM - SOLUTION GUIDE

12
App Store: The ICS-T solution comes with the unique feature AppStore, which will be a good value addition to a Telecom merchant. User will have the capablilty to browse Apps across different categories like Entertainment, Utilities, Social Network etc and send the link for the preferred Apps to mobile via SMS and download the App on to the mobile. Registered users have the option of buying paid Apps and free Apps, whilst anonymous users will only be able to download free Apps. The solution provides Users a very convenient way of searching the Apps applicable to the phone model he/she uses.

Registered users will be able to view all the Apps for which he/she has sent the download links to mobile, in My Account. User will have the option of sending the download link to friends mobile as well from My Apps section.

12 INTEGRATED COMMERCE SUITE FOR TELECOM - SOLUTION GUIDE

13
Store Locator: This feature helps end users to find nearest Telecom store in his preferred area. End user can choose ZIP code or City name to view all the Stores in that location.

2.2. Summary of Store front Features

Customer Account Management Multi-tiered product hierarchy Detailed Product view Email Subscription & notification Interactive, rich media shopping cart Persistent shopping cart Redeem coupons Pay with all major credit cards Multiple ship-to addresses Public/ private Gift list Request gift wrapping Order conformation email Guided (Faceted) Search Internationalization

Note: Detailed list of Storefront features are provided in Appendix A Detailed list of Telecom specific features are provided in Appendix A1

13 INTEGRATED COMMERCE SUITE FOR TELECOM - SOLUTION GUIDE

14

3 Manage Business
Through ATG-BCC (Business Control Center), ICS-T enables rich set of functionalities for Merchants (Business users, Product Managers and Merchandisers) to manage their products, web front presentation and other aspects of e-Commerce management. ATG-BCC is a simple web based user interface application provides powerful features to manage business without the help of IT staff. Within the BCC, Merchants can manage product and site content, control the rules that determine how the site will automatically adapt for different visitors and perform a wide variety of merchandising functions, view site reports, and control optional products such as ATG Outreach. Changes are managed using workflows that allow you to control access and ensure approval for any modification before it reaches the production site. Within BCC, Merchant can use following ATG Tools to manage and regulate his business.

3.1. ATG Content Administration

Manage Individual catalog items anything held in the catalog structure using a simple graphical interface through ATGs BCC. Selecting a product displays product details and the associated product SKU(s) and permits changes to fields that user is granted permission to edit. Groups of items may also be selected and changed in bulk, setting one or more parameters across all items in the set. Changes to catalog assets are made outside the production environment, under version control and subject to review and approval workflows. Draft content changes may be previewed and become available for review and approval when initial editing is complete. Managers may approve or send comments for areas requiring further work. Approved changes are published to staging and production sites on schedules you establish.

3.2. ATG Merchandising

ATG Merchandising provides a rich set of tools for business users, product/brand managers, and merchandisers to manage products and their presentation in the Web storefront. They can also control the promotions that are currently being applied on the site, and define powerful rules that govern how promotions are presented. Combined with Search functionality (below), it also enables searchandising, or personalizing results for a given user and other marketing features like page redirects, results exclusion and results positioning. Dynamic preview allows business users to view pending changes as they will appear at a given time and for a specific segment, so dynamic and personalized results can be assessed prior to publishing on the production site.

3.3. ATG Search

ATG Search is a dynamic, integrated search solution that incorporates natural language technology into Web storefront. It enables shoppers to quickly and efficiently navigate your commerce site with features like faceted (guided) search results to find the exact merchandise they want, as well as the ability to make purchases directly from the search results page.
Note: Detailed list of Search features are provided in Appendix E

14 INTEGRATED COMMERCE SUITE FOR TELECOM - SOLUTION GUIDE

15

3.4. Highlighted Features

This section details some of the highlighted features of ATG BCC (ATG Merchandizing, ATG CA, and Search) 3.4.1. Customer Segmentation

Customer segmentation is a powerful tool to enhance customer relationship management, marketing and user analysis. For example, people with certain life-styles tend to buy certaintypes of products. Promoting products particularly targeted towards the demographic group can drive conversion rates. Some of Segmentation rules can be applied as follows Gender and age based Order history and re-order history Keywords used for search Behavior-based personalization First time visitors Geographic Number of visits Through BCC, ICS-T provides easy-to-use business rules to define the customer segments criteria. Rules can be attached to various customer profile properties and attributes as well as other attributes collected during a site visit.

3.4.2.

Personalization and Content Targeters

This is one of the most powerful features provided by ATG which help Merchants to continually learn about customers and provide right, relevant, timely content for them.

Learn about Consumer (Order History, user Behavior, Profile)

Consumer

Offer relevant, content like Promotions, Cross/up selling, special offerings, free offers, etc

Merchant

ATG provides many tools to explicitly and implicitly learn about consumers. Explicit learning happens through the information that consumers has created, such as Name, Billing Address, email etc. Implicit learning is through watching consumer behaviors like the type of products they search and view). Implicit learning can also be accomplished through analyzing consumer order transaction history (for example, the average size of their order). Such learning would help Merchants to enrich the customer profile. Content targeting helps Merchants to categorize the Content and map such content to the rich consumer information. Creation of such mapping rules ensures site visitor to see something relevant and interesting. 15 INTEGRATED COMMERCE SUITE FOR TELECOM - SOLUTION GUIDE

16
Content Targeting rules enable Merchants to define the circumstances in which certain content will (or will not) be displayed to certain people. Content Targeters enable a web site to become considerably more data-driven and much more contextual based upon the web visitors. Note: Detailed list of features are provided in Appendix B

3.5. Summary of Key BCC features

(Features include Merchandizing and Content Administration, Search)

Manage products using a hierarchy of Categories Define products that include multiple sizes, colors, etc Assign property weights to alter product listing order in search results Manage content Manage store locator content In Context preview to view dynamic, personalized content changes Search Merchandising Product Pricing Promotions management Define shipping methods with different price calculations Manages personalization Manages users and customer segments Manages targeted content Security controls based on individual and roles to grant and restrict access to different functions Manage internal and external users

ATG Search highlights Natural language processing interprets search context to deliver better results Rich thesaurus and synonym capabilities associate words to assist visitors Use 10 language- and 18 industry-specific dictionaries Create custom dictionaries Guided (Faceted) Search - Guide consumers with a series of dynamic facets to help narrow down the search results Manage facets easily using business tools that require no IT support Define facets for each product category Search Engine Optimization

16 INTEGRATED COMMERCE SUITE FOR TELECOM - SOLUTION GUIDE

17

4 Reporting
ICS-T enables ecommerce reporting needs through ATG Customer Intelligence (ACI) tool. ATG-ACI empowers Organizations to make informed decisions by means of analysis of business data. It is an integrated set of data mart and reporting capabilities that allow Merchants to monitor and analyze commerce and customer care performance. It combines key data from the ATG product suite, such as purchases, use of promotions, and searches, with behavioral data from customer on-site behavior and available demographic data, such as age, gender, and geography, to provide superior customer intelligence. Key Components of ACI
Feature Description

Reporting Center

Web-based portal providing access to all reports from a central data warehouse Run and schedule reports Create dedicated pages for favorite reports Organize private reports in hierarchical folder structure Security controls limit data access and report creation capabilities Multiple report formats including HTML, XML, PDF, Excel, CS

Dashboards

Standard set of dashboards provide a snapshot of key parameters in a single page Standard dashboards for general managers, marketers and merchandisers Create and manage custom dashboards

Business Reports

Over 50 standard reports for products, promotions, sales and search Ad-hoc reporting based on Metrics Number of visitors / orders, Average order size (units, revenue), Revenue, Units, Discounts, Average Selling Price, Sales Velocity (units, revenue), Sales Acceleration (units, revenue), Conversion Rate Dimensions Time (Year, quarter, month, week, day, hour), Catalog (category, product, SKU), Customer (gender, country, region/state, age), Segment, Stimulus Search metrics Site volume including visit and page counts

Site Metrics

Note: Detailed list of reports are provided in Appendix C

17 INTEGRATED COMMERCE SUITE FOR TELECOM - SOLUTION GUIDE

18

5 Customer Support
ICS-T integrated ATG Customer Support Center (CSC)** to provide feature rich web-based agent-facing application for order administration, sales support, and customer care. CSC enables Merchants sales and service agents to efficiently assist customers over the phone, on the Web site, or via e-mail. Tightly integrated with the rest of ATGs Commerce Suite, CSC provides a single system for order administration, sales support and customer care, with automated access to customer account, interaction history and other personalized information. By helping customers complete orders, learn about available cross- and up-sells, and resolve service issues, you will increase revenue, profits and customer satisfaction.

Key Features

Manage Customer Profiles Manage Orders Adding a coupon Selecting a shipping address or multiple shipping addresses for a new order Scheduling Orders Issuing refunds Issuing exchanges Cancelling an exchange Processing returned items Accessing a customers order history Accessing a customers coupons and promotions Accessing a customers comments

Note: **ATG CSC is an optional service to be integrated as part of standard ICS-T Solution. Detailed Customer Support features are listed in Appendix D

18 INTEGRATED COMMERCE SUITE FOR TELECOM - SOLUTION GUIDE

19

6 Integrations
Part of standard Solution implementation, ICS-T facilitates following standards integrations with Commerce solution and external systems. Such integrations will be enabled through standard integrations via file exchange using file formats defined by PA standard specifications. Standard Integrations with Back Office systems 1. Order Management System o Order Submit o Order Acknowledge o Order Status(4 Status) 2. Catalog Import (Full or Incremental) 3. Inventory (Full or Incremental) 4. Price 5. Profile import (Full & Incremental) Standard Telecom specific Integrations 1. Billing system 2. User Profile and Account details (Ex. My Bills/Usage, Phone Numbers etc) 3. Retrieve and Manage Phone Numbers 4. SIM Activation 5. Loyalty Point System 6. SSO Standard III Party service integrations 1. Payment gateway, Tax and Fraud Check 2. Credit Check 3. Analytics 4. Ratings and Reviews 5. Store Locator 6. Check Coverage 7. Click2Call 8. Social Networks Note: License required to integrate above listed services have to be purchased by Merchants. ICS-T has built-in integration capability for following Services

1. 2. 3. 4. 5. 6. 7.

Payment and Tax services - CyberSource Social Networks - addthis.com Analytics Google Analytics Review, Ratings - www.rating-system.com/ Store Locator Click2Call - ATG eStara Product Recommendations - ATG Recommendations

19 INTEGRATED COMMERCE SUITE FOR TELECOM - SOLUTION GUIDE

20

7 Implementation Approach
Professional Access proposes to have a phased implementation. Typically the Phase 1 to have the features provided with the ICS-T solution and have the site up and running in a quick turnaround time and have consequent phase(s) to incorporate additional merchant specific features that are not part of the ICS-T solution. The below table gives a snapshot of the activities, deliverables etc in each phase of the implementation of ICS-T solution.

20 INTEGRATED COMMERCE SUITE FOR TELECOM - SOLUTION GUIDE

21
An outline of the various project milestones with a summary of Professional Access and merchants responsibilities is provided in the below table.

Milestone

Professional Access Responsibility

Staff the project team Plan the project Create standard Use Cases Finalize formats processes and

Merchant Responsibility
Review standard Use Cases and identify exceptions Validate requirements and plans Provide branding information Ensure your systems provide data needed for the integration Review and finalize storyboards Deliver site content/data Assist with and review configurations Set up catalog Set up sample segmentation, personalization, and promotional rules and content Overall System QA and User Acceptance Testing

Kickoff and Planning

Data and Integrations Incorporate Branding UI Elements*** Configuration

Apply and integrate merchants brand into the ICS-T solution Configure storefront and data models to support client catalog, profile, and inventory Assist in setting up catalog Assist in setting up sample segmentation, personalization, and promotional rules and content End-to-end testing

Merchandising

Test and Launch

*** Brand Design is not included within Out-of-the-Box ICS-T Solution

21 INTEGRATED COMMERCE SUITE FOR TELECOM - SOLUTION GUIDE

22

About Professional Access

Professional Access is a global management consulting and technology services company, combining unparalleled experience, comprehensive capabilities across industries and business functions. Professional Access collaborates with clients to help them become e-business champions.
Website: www.professionalaccess.com

Copyright 2009 Professional Access All rights reserved.

For more information please call us at: New York : +1 212-432-2844 Dallas : +1 972-241-6600 Boston : +1 617-723-0369 UK : +44 (0)7803 154 600 Or send us your query at

info@professionalaccess.com

22 INTEGRATED COMMERCE SUITE FOR TELECOM - SOLUTION GUIDE

23

8 Appendix A - Storefront Features

Feature Global Services Description Signup for newsletters Language Selection Click to Call service for live customer support.

Account Management

Register Accounts Subscribe to e-mail notification for special offers Establish Automatic Payments Purchase Airtime and Add Packages Change Password Change payment option View Order history and order status Manage Customer Service Security Question Update Address View Usage (Post Paid/Prepaid Users) Create and manage personal favorites Use general customer help, FAQ, news, site policies, and contact us service pages e-Mail product info and private messages to a friend

Shopping Cart

Display Shopping Cart Manage Shopping Cart Option to add additional devices and accessories Apply Coupons / Discount Codes Persistent shopping cart holds items across sessions Move items from Favorites to shopping cart Change quantities and remove products in cart Check out faster with using express checkout process with stored credit-card, shipping address / method Pay with all major credit cards (depending on merchant gateway vendors) Specify multiple ship-to addresses Request gift wrapping (at the order level) Receive confirmation e-mail on order completion Capture credit check information Capture billing information

Checkout

23 INTEGRATED COMMERCE SUITE FOR TELECOM - SOLUTION GUIDE

24

Appendix A1 Telecom Features

Feature Browse and Shop Description Compare Voice Plans / Data plans / Cell Phones Browse Fixed bundles [ Cell Phones & Data Devices ] Browse Rate Plans Browse Prepaid Phone Browse Phone Accessories Browse Advance TV plans Build A Bundle (Dynamic Bundles) Choose Phone Number Activating pre-paid SIM (Service Request) Browse Apps Share free Apps with Friends Buy Apps Register Accounts Access Accounts Track Rewards/Loyalty Points Upgrade to a new phone/plan Purchase Airtime My Bills/Usage Check Coverage Area Store Locator Billing & Account information

App Store

Account Management

Global Services Integrations

24 INTEGRATED COMMERCE SUITE FOR TELECOM - SOLUTION GUIDE

25

Appendix B - Managing Personalization features

Feature Description

Customer Segments

Create and manage powerful business rules for dynamic on-the-fly visitor segmentation based on a variety of properties, site behavior, and history Specify rules-based groups to aggregate related content items dynamically Assign content to Merchant Zones on different pages using predefined content targeters Manage the powerful targeter rules to deliver dynamic personalized offers, whats new, information, cross-sells, up-sells, promotions Use any attribute including segment, purchase history and other properties to craft business rules Specify conditions for when different items should be displayed

Content Groups

Personalized Content

25 INTEGRATED COMMERCE SUITE FOR TELECOM - SOLUTION GUIDE

26

Appendix C - Commerce Reports

Feature Description Accessing reports Running reports Dashboard reports General manager dashboard Marketer dashboard Merchandiser dashboard Daily revenue, orders, discount affected by promotions Promotion comparison Promotion discount by segment Promotion indicators Promotion performance by segment Promotion performance by trends Promotion usage by segment Promotion usage by Trends Storewide promotions Average Order Value and Size (Last 14 days) Bottom categories by segment Bottom segments by category Category sales by segment Hourly average order value and size Hourly net sales and units Hourly order conversion rate and site visit count Movers and Shakers Net sales and order count (YTD) New sales and units (Last 14 days) Product report Product sales by Segment Products by Segment (Last 14 days) Sales Details Segment performance by Month Site visit and page count (Last 14 days) Site visit count and order conversion rate (YTD) Speedometer Orders, Revenue, Visits Store overview Store overview with date range options Top 10 Products by Net sales (Last 14 days) Top categories by segment Top segments by category

Viewing Reports

Promotion Reports

Sales Reports

Commerce search reports

Revenue by product from search Searches resulting in most purchases Top firing search configuration rules 26

INTEGRATED COMMERCE SUITE FOR TELECOM - SOLUTION GUIDE

27

Appendix D - Customer Support Features

Feature Description Search for existing customers Creating new customers Changing customer passwords Managing addresses includes adding, deleting and editing customer addresses Managing credit cards includes adding, editing and deleting customer credit cards Manage Orders Issue refunds and exchanges Creating Orders Searching for products Adding items to an order Making an Order Adjustment Adding a coupon Selecting a shipping address or multiple shipping addresses for a new order Adding billing information Submitting an order Search for order by order number and view order Search for scheduled orders Modifying existing orders Modifying existing orders by removing or changing items in an order Cancelling an order Issuing refunds Issuing exchanges Cancelling an exchange Processing returned items

Manage Customer Profiles

Research customer activity

Accessing a customers order history Accessing a customers coupons and promotions Accessing a customers comments

27 INTEGRATED COMMERCE SUITE FOR TELECOM - SOLUTION GUIDE

28

Appendix E - Search Features

Feature

Description

Search Engine

Obtain outstanding results using a powerful and scalable search engine optimized for e-commerce Natural language processing interprets search context to deliver better results Rich thesaurus and synonym capabilities associate words to assist visitors Use 10 language- and 18 industry-specific dictionaries Create custom dictionaries

Guided (Faceted) Search

Guide consumers with a series of dynamic facets to help narrow down the search results Manage facets easily using business tools that require no IT support Define facets for each product category Automatic crawler detection Search-friendly URL rewriting permits indexing of dynamic content All site pages are navigable via rewritten URLs

Search Engine Optimization

28 INTEGRATED COMMERCE SUITE FOR TELECOM - SOLUTION GUIDE