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The figure shows the following process:
A customer provides their account information to a CSR.
Using Siebel CRM, the CSR searches for the customer's account.
The customer requests to make a payment.
The CSR selects the customer's billing profile to view the customer's account balance. Siebel CRM requests the account balance from BRM.
BRM sends the account balance to Siebel CRM.
The CSR captures the method of the customer's one-time payment.
The customer's payment institution validates the payment information.
The CSR submits the payment.
BRM processes the payment and requests a confirmation number from the payment institution.
The payment institution sends the confirmation number to BRM.
BRM sends the confirmation number to Siebel CRM.
The CSR receives the confirmation number and shares it with the customer.