A Virtual Electronic Call Center Solution for Mass Customization

Since mass customization becomes more and more important as a marketing strategy, companies have to produce highly specialized and individualized products. To satisfy these customer demands manufacturers, suppliers, and retailers build networks and connect their application systems. For this e-commerce techniques are a considerable asset to speed up the inter-company coordination process. In this paper an approach is discussed that supports distributed, but logically integrated business processes, wherein complex and hard to standardize data occur, by applying e-commerce techniques. By doing so, the inter-company data exchange, planning, and coordination of the production process in case of mass customization are improved.