Integrating RightNow with Oracle ATG 10.2

ATG CSC or Commerce Service Center offers the same functionalities that are typically offered by an ATG CRS site, with the difference that a CSC User Interface could be more useful for the internal Customer Service reps. It has all the functionalities such as Searching for a Product, Add it to the Cart, picking Shipping / Billing addresses and Placing an Order.

The only difference between CSC and CRS is that CSC need not undergo branding or marketing related changes since its more useful for the back office functionalities.

iBizSoft team has been able to integrate RightNow with ATG CSC where in a customer is able to perform the following actions

Customer places an order via ATG, and is interested in knowing the status of the order. When they call into the CSR, the CSR Logged into Oracle RightNow can see the order pulled from ATG Commerce. The agent can then process a return and the Agent Logged in Oracle RightNow can process it via ATG Commerce or CSC.

Other integrations possible from CSC into RightNow includes the following:

Customer Identification in RightNow
Contact synchronization
Shopping Cart history for contacts
Complete commerce profile
Native RightNow report for status of order
View only data from ATG CSC in RightNow in real-time