Customer Creation in Contact Center Order Entry and Duplicate Customer Check

Creating a new customer in Contact Center Order Entry (CCOE) now takes place interactively when you select Next at the Enter or Verify Customer Information step, rather than when the order is submitted.

As part of this change, added a duplicate customer check. If there are any existing customers whose match codes are the same as your entries at the Enter or Verify Customer Information step, a new Duplicate Customers Found window opens when you select Next. This window displays:

• The name, address, phone number, and email address for the New Customer Record, and

• The list of any matching Existing Customer Records, with the name, address, phone number, and email addresses for each.

At this window, you can:

• Select the new customer information that you entered to create the new customer record, or

• Select one of the existing customer records from the list and update the existing customer record with any changes, or

• Cancel to remain at the Enter or Verify Customer Information step.

The interactive customer creation or update, as well as duplicate checking, takes place regardless of whether the customer integration with Oracle Retail Customer Engagement is enabled. For more information on enhancements to this integration, see Customer and Purchase History from Customer Engagement in Modern View and Customer Engagement Shared Customer Number.