IBM Sterling Ideas
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IBM is transforming its request for enhancement (RFE) process. The purpose of the transformation is to provide a more consistent experience for you to submit requests and to enable IBM product owners to respond to your requests more quickly. For more information click here.
Start by posting ideas and requests to enhance a product or service. Take a look at ideas others have posted and upvote them if they matter to you, 1. Post an idea 2. Upvote ideas that matter most to you 3. Get feedback from the IBM team to refine your idea
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The IBM team may need your help to refine the ideas so they may ask for more information or feedback. The offering manager team will then decide if they can begin working on your idea. If they can start during the next development cycle, they will put the idea on the priority list. Each team at IBM works on a different schedule, where some ideas can be implemented right away, others may be placed on a different schedule.
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Some ideas can be implemented at IBM, while others may not fit within the development plans for the product. In either case, the team will let you know as soon as possible. In some cases, we may be able to find alternatives for ideas which cannot be implemented in a reasonable time.
To acheive this, here are many things to consider. Many clients from across the field have brought this feedback to IBMs attention.
Resolve need for case sensitive user name
Define practical/user friendly approach for client authentication via the Call Center URL. mTLS or Mutual Trust Certificates are great from a security perspective. However, pose training and operational issues for clients. Typically, a customer service representative is not familir with how to download and import a certificate into a web browser. Clients often do not have the information technology resources to complete this task for hundreds of call center users annually when the certificate expires.
Today, clients can add Call Center users manually via the UI. If they do, then they must manually email the user their credentials. The user is then unable to change their password. Most clients use a common password which breaks their own rules.
Today, if the client brings their own email server and configures the user exit and uses the API, then they can automatically create Call Center users, the user will recieve an automated email and the user will be able to change their password. This is the IBM recommended approach. This method is safe and secure. However, clients are stating that bringing their own email server and adding the extention is costly and would like a better option.
|What is your industry?||Retail|
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