Lead Performance

Agent ConsoleCommerce

Search Customer Intelligence

Adaptive Scenario Engine

Content Administration

Outreach

Campaign Optimizer

Merchandising

Self Service

Commerce Service CenterProduct ModulesOptimization SolutionsCommerce Suite

Platform Version: 13_DEC 2010

Dynamo Messaging- SQL JMS Provider- Local JMS Provider- Plug&Play Message Routing

Logging Services- SQL Logger- Rotating File Logger- Email Logger- Console Logger- Log Data Sampler- Summarizer

Nucleus IoC Container

Generic CachingSession Back-up

IdGeneration Services

Pipeline Manager

Scheduler

XML Services

Form Services- Form Security- File Upload- Data-type Converters- Form validators

Email Services- Bounce handler- SMTP Email Sender- Batch Email Queue- JSP-to-email- POP service- Distributed mailer

- 250,000 emails/hr/svr

Generic Queues

Droplets

Repository to XML

Module Mgmt

Config Layering

SEO Services- URL templates - Jump Servlet - Canonical URLS - Site maps – SEO Tagging –Item links

JSP taglibs

Component Security

Resource Pools

Registry Services

Sampler Services

XML Combination

Auto-tagging

WebServiceSAP

Search Engine

Indexer- File content meta tags - Target type, content labels- Linked projects- Size Estimator- Index Partitioning | Deploy- Parallel | concurrent indexing- Workbench

Search Admin- Topic Sets- Dictionaries- Term Weights- Query Rules- Multi-Language- Text Processing- Ranking Config- Site Admin integration

Reporting

-Question -R

esults -Topics

Routing

Results filtering

Topic BrowseRepository Extract

Data Loader- Customizable Pipelines- Distributed- Schedulable- Repository Extractors- SummarizationDatawarehouse- Default star schema- Core Dimensions- Site visit- User (External, Internal)

Report Center- Security- Automated generation- Formats: PDF, HTML, Excel, CSV

Query Studio- Adhoc queries & simple reports- View data, add filters- Change appearance

Report Studio- Complex report authoring- Multi-page, multi-query reports

Content System

ContentRepository

News

Article

Catalog

Inventory

User Repository

User Authority

Scenario Manager

Targeting DropletsSlots Personalized Email Site PreviewScenario Editor Mgmt

Process Engine

-Tasks -Actions - Outcomes - Conditions

Workflow Engine

Asset ManagerVersioned SQL Repository

Workflow System

Versioned File SystemAsset Editor

Asset Preview

JSP File Assets

Tools- importRepository, exportRepository,validation

Segment Filtering

Test Elements- Page, - Page Fragment- Slot Content- Product template- Category template- Promotions

Test Duration Mgt- Manual start/end- Automatic start/end- Forced disabled

Automated reports

Email Templates, Dynamic Email Editor

Personalized Email

Bounce Mgt

Multi Stage Event Based Campaign Mgt

Opt-in/opt-out segments

Timers & wait states

Commerce Integration- Campaign revenue tracking - Commerce event triggers

Landing Page Management & Deployment

Transactional Services

Standard and Custom Workflows

Catalog Management

Fine-grain Security

Import | ExportConflict Resolution

Asset Merge

Asset Search

Promotions Management- Promotional templates- Foldering- OOB tiered promotions- Multi-offer Coupons- Import | Export | Custom

Media Item Mgt

Price entry

Personalization Preview

Search Merchandising- Item ranking- Facet Management- Query rules & Configuration- Redirection, Prioritization- Exclusion, Positioning** Testing Facility

Price list mgmt

Custom editorsAsset linking

Project Mgmt

Agent Application Framework

User Management

Order Management

Find users by attribute- first name - last name- login - phone number- email - postal code

Password reset Customer creation

Customer edit

Address ManagementCredit Card Management

Customer Activity Research- Ticket history- Order historyAgent notes

Find orders by attribute- order id - status- login - date range- email - order contents- first name - last name- complete shipping info- complete billing info

Returns and Exchange processing- Order re-price- Promotion validate- Credit issuance, RMA creation- Return codes and reason- Price adjustments

Order Cancellation

Create new order- Add products from tree- Quick add by id

Check-out - complete order- Add and remove items- Check-out walk-through- Automatically applies promotions- Agent price adjustments- Order comments

Anonymous cart retrieval

Product Comparisons

Fulfillment Framework- Order fragments- Status updates- Multiple fulfillers- Configurable pipelines- Hard and soft good fulfillment

Gift List

Wish Lists

Purchase Lists

Faceted Navigation

Saved Orders

Commerce Repositories Product Catalog Claimables InventoryPrice Orders

Inventory Framework- Multiple inventory sources - Availability dates- Real-time/batch update - Caching- Pre-order stock - Re-order threshold- Back-order stock - Inventory change events- Unlimited stock

Order Process Framework- Pipeline processors - Order restrictions- Creating commerce objects - Managing relationships- Assign items to shipping groups - Address verification- Assign costs to payment groups - Credit card auth- Set handling instructions - Managing state- Merging orders - Check out

Order

Shipping Group

Shipping Group

Shipping Group

Payment Group(Credit Card)

Payment Group(Gift Certificate)

CommerceItem

CommerceItem

CommerceItem

CommerceItem

Tax

Relationships

Shipping Group

Shipping Group

Shipping Group

Payment Group(Credit Card)

Payment Group(Gift Certificate)

CommerceItem

CommerceItem

CommerceItem

CommerceItem

Tax

RelationshipsCustom Catalogs

Configurable SKUs

Gift Certificates

Product Bundles

Product cross-sells

Product up-sellsWeb ServicesComplete order | Transactional order | Inventory | Pricing | Promotion | Security | Catalog | Profile

Eclipse ToolsJ2EE Project Configuration Nucleus Editor

App Server Deploy Tools

Repository Definition Editor

Call Tracking

- Voice over IP infrastructure- Dynamic number replacement- Dynamic call routing- Call Recording- Rich Lead Analytics

Payment Framework- PayPal Integration- Google Checkout integration- CyberSource Integration- PayloPro Integration- Taxware Integration

Dynamo Application Framework

ATG Control Center

ConfigurationInstallation

Mgr

Rules Engine

Segments Content Groups Content Targeters

Scheduled Orders

OOB Reports- Role Dashboards- Commerce- Search- Knowledge- Self Service- Outreach- CSC

Integrated session passing for unified

multi-channel experience

Manage Scheduled Orders

Recommendations- Predictive blended relevancy - Real time relevant suggestions- Exposure of full catalog - Merchant refinement & control- web, email, mobile, contact center reach - Automated merchandising

KnowledgeKnowledge Mgt- KCS authoring flow- Custom solution types- Easy solution creation & mgt- Pre-defined solution types- Solution approval workflow- Full solution versioning- Statement level security- Targeted statements- Multi-language solutions- Solution change proposals- Owning Groups- File attachments- Inline images- Owning Group Management

Usability Tools- Agent Favorites- Top questions- Hot solutions- Current results- Solution history- Recent searches- Recommended reading

Ticketing integration

Search- ATG search integration- Advanced search set criteria- Topic and decision trees- Auto-categorization- Automatic Indexing

Transactional Support

Offer Management

Reports- Solution usage- Agent activity

CRM Integrations

Auto-deployto Self-Service

Task Mgt- Claim - Assignment- Notification

Actions- Change Profile - Redirect User- Show Content - Remove Content- Set variable

- Record Event - Record Audit Trail- Send email - Send Notification

Event Listeners- Login/Logout - Page View - Content View - Form Submit- Session start/end - At Time - On Date - Server Start- Clicks a Link - User Registers - Email Received - Profile Change- Between Dates - Wait Time

Profile Management

Security

Delegated Admin

UserCommunityRole

Organization Profile

Data Anywhere ArchitectureRepository API

SQL Repository- Content Loader Service- Distributed Lock Mgr- Distributed Cache Mgr- Query Caching- ResultSet Caching- Partial Item Cache

Secured Repository

Composite Repository

LDAP Repository

Integration Repository

IntegrationFramework

Siebel

Custom...

General SQL AdaptorDAA Caching

SAPWeb Service

WebServices Security - Access Mgt

Repository Access

Dynamo Message Senders

Nucleus Component Access

TicketsManual & Automated CreationAssociating & Escalation

Assignment

Assign, Claim, Release

Reassign, Defer, Reopen

Ticketing Repository

Ticketing

Facets

B2B

Purchase Limits Contract Support

Order Approvals

Invoices

Delegated admin Cost center billing

Requisitions

Topic Tree

Multi-languageMulti-site Support

Multi-channel Escalation

Ticket History

Search History

Advanced Search

Top Questions

Hot Answers

Interaction Tracking

Knowledgebase

De-escalation

Catalog browse

Browse by category tree

Quick find by sku id, product id, price or

description

Product detail view with images

Multiple catalogs

Inventory status Cross-sells

Price display

Personalization User Segments

Internal & external Profiles

Content Groups

ContentTargeters

Form to Call

Save & Send

Click to Call

Video Connect

Portal

Community Mgmt

Alert MgmtAdmin UI & FrameworkJSR-168 Portlet MgtPortal Framework

WSRP Support Portal

AppsEdit

Communit yPages Edit

Edit

Communit yPages Edit

Order and Customer Search

Enhanced scalabilityIncremental indexing

Indexing ServiceNew UI for search results

Edit Live

CSV Import/Export

Edit Live

SEO Tags

Usability Design- scalable browsing- split-pane- drag & drop

Search AssistanceDictionary InspectionIndex Audit

Content Inspection

Type Ahead Search

REST Services

Data and Project Purge

Cart AbandonmentAbandonment Detection

Recovery Emails

Abandonment Reports

Reactivation Detection

Promotions

Item, Order, Shipping, Discounts

- Promotional up-sell | cross sell- Closeness qualifiers

Pricing

Price Lists

Discount calculators

Volume discounts

Pricing Engines

Qualification Rules

Lost Detection

- Buy x get y- BOGO- Tiered quantity, cost- Time period

Commerce Reference Store

Commerce | Site Administration | Content Admin | Merchandising | Search | Personalization

Gift Registry

Catalyst Asset Program

Winback

Live HelpClick to Call

- Rules based dynamic engagement- Dynamic, contextual call routing- Screen sharing and page push- Escalation from Chat- Post call surveys- Conversion and usage reporting

Click to Chat- Rules-based dynamic engagement- Dynamic, contextual routing- Screen share and page push- Click to call escalation- Post chat surveys- Conversion and usage reporting

Email Response

- Advanced mail routing rules- Automated queue distribution- Chat escalation- Usage reporting

Single Agent UI for Click to Call, Click to Chat and Email Response

- Unique tabbed interface- Live customer Web content- Response Library- Integration Panels

Deployment Manager- Deploy assets: One Off Deployments,

Locked Asset Visibility- Cache pre-populate- Smart cache invalidation- Switched deployment

Site AdministrationSite Management- Create & Maintain site groups- Create & Maintain sites- Manage site categories- Manage site assets

Multi-Site Commerce- Scheduled orders - Product comparison- Shopping carts - Gift | Wish lists

Contract based pricingPurchase Lists

Restricted Shipping

Restricted Payment Methods

Front Line AgentATG Best Practices

Customer Experience Focus

Personalization Examples

Promotional Examples

Multi-languageShared site elementsCheckout workflow

Account workflow Shipping methods

Multi-channel

Social media

Extendible for business users

Accelerated Knowledge UI

Streamlined search results

Rapid implementation

Site DeterminationSite Context

Multi-site sharablesMulti-site page coding

Site aware personalization Multi-site repository membership

- Multi-Server Support- Database configuration- Datasource creation- Sample data loading- Server Creation- EAR file deployment- Across all applications- Batch mode scripts

Multi-site

Gift and Wish List Management

Promotions Browser and Mgt

Refund | Exchange | Appeasement

- UI Management- UI Customization - Custom Branding- Layout Management

- Tab and Panel layout - Ajax communication- Keyboard shortcuts - Security Management

- Stepwise Guides- Call tracking and notes- CRM integration framework- Agent preferences

BCC Enabled

BCC Enabled

BCC Enabled

BCC Enabled

BCC Enabled

BCC Enabled

BCC Enabled

multi-site aware multi-site aware

multi-site aware

multi-site aware

multi-site aware

multi-site aware

multi-site aware

multi-site aware

multi-site aware

multi-site aware

Catalog Site Membership

BCC Enabled

multi-site aware

multi-site aware

File Content Meta Data

Link Validation for Solutions

Common Use Cases

multi-site aware

Printing Instructions

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