IBM Sterling


This portal is to open public enhancement requests for IBM Sterling products and services. To view all of your ideas submitted to IBM, create and manage groups of Ideas, or create an idea explicitly set to be either visible by all (public) or visible only to you and IBM (private), use the IBM Unified Ideas Portal (https://ideas.ibm.com).


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Ideas

Showing 35

Enable Deeplink into Order Hub

Similar to IBM legacy call center we would like to have the capabilities to deeplink into Orer hub pages.
about 1 year ago in Call Center 0 Future consideration

Call Center: Combat abuse of agent-facilitated appeasements via AI-backed assessment of new appeasement requests

When engaging a customer support agent, a bad actor might seek to exploit customer care procedures for illicit gain by repeatedly requesting various accommodations - whether the reship of an order or line item, claiming that it's lost, or a refund...
11 months ago in Call Center 0 Future consideration

Provide option to prorate discount under ChargePerUnit and ChargePerLine while applying promotion in call center

Currently if we apply promo code during order creation in call center or applying promo code during order modification in call center, discount amount is getting applied under 'ChargePerLine', because of this discount amount is not excluding prope...
over 5 years ago in Call Center 1 Future consideration

Ability to configure Quick Notifications for critical transactions in processing state

Priority High Ask Ability to configure Quick Notifications for critical transactions . Details of Ask Currently, we do not have any tool that allows us to configure alerts or notifications with an interval shorter than 30 minutes. ...
6 months ago in Sterling B2B Integration SaaS / Alerting/Notifications 2 Future consideration

"searchCatalogIndex" api is not returning the results based on the partial term.

In next-gen IBM Sterling Call Center, while creating orders on add item screen, user has to enter atleast one word from the item name/description to get the output. But in most of the cases end users will not know the complete word or word may be ...
over 1 year ago in Call Center 0 Future consideration

Alert Notification for pre-processing and post processing steps Delay (AS2, Doc extract and processing delays)

ASN notifications for customers. SLAs with customers which require ASNs to be sent within a 29 minute window. Failures in pre-processing steps are not visible in Inflight until doc extract is completed and translation action is processing.
over 3 years ago in Sterling B2B Integration SaaS / Alerting/Notifications 0 Future consideration

Provide tooltip messages for disabled toolbar action buttons in the "Order Summary - Orderlines" tab to improve clarity on their disabled state.

This feature would be highly beneficial for customer service teams, educators, and users who interact with the system. It will provide immediate context on why a button is disabled, improving communication and reducing confusion. Tooltips should b...
10 months ago in Call Center 0 Future consideration

Enable Notifications of CHUB Map Transfers

When a map is transferred or assigned to a new person, we would like them to receive a notification the map has been transferred to them. For example, when the developer finishes the map and assigns it for the reviewer, the reviewer would receive ...
12 months ago in Sterling B2B Integration SaaS / Alerting/Notifications 2 Future consideration

OMS Call Center - Have the user's enterprise default to their locale

Hi there, User's Enterprise Defaulting to Their Locale At Brooks Running and I'm sure many other companies, manual created and systematically created records could be tied to one of multiple different enterprise options. Currently in Brooks' insta...
over 2 years ago in Call Center 6 Future consideration

Physical Kit items are not showing components under it in Next Gen Call Center

It is useful to get the components under the Physical Kit items
about 1 year ago in Call Center 0 Future consideration

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