IBM Sterling


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OMS - Call Center

Showing 27

"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 ...
7 months ago in OMS - 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 4 years ago in OMS - Call Center 1 Future consideration

Embed watsonx into IBM Sterling OMS to enable an AI foundation model that looks at all the OMS/Inventory data to provide a streamlined question/response dialog similar to chatbots and/or ChatGPC

The IBM Sterling OMS is a perfect solution to embed the watsonx solution. Building out a foundation model leveraging the OMS and Inventory data set would allow us to show a progressive approach to interact with the solution across various OMS pers...
over 1 year ago in OMS - Call Center 2 Future consideration

Employ "Set Full Reship Quantity" When Doing Reships in Next Gen Call Center

When performing returns in Next Gen Call Center, you have the ability to "Set Full Return Quantity" on the screen. We would like to see the same thing available when utilizing the Reship functionality. Please see attachment
6 months ago in OMS - Call Center 0 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 1 year ago in OMS - Call Center 6 Future consideration

Provide for native (non-UE) configurability to record discounts/promotions at unit level, to align with most omni-retailers best practices in refunding multi-unit orders

First, please see: https://www.ibm.com/support/pages/node/269415 In IBMs response, the Sterling team states that it is "as designed" that a customer would receive an entire unit's refund upon the return of the first item of a multi-line order, wit...
over 2 years ago in OMS - Call Center 1 Future consideration

Be able to add tracking number when creating return

In the old UI we created an enhancement that allowed users to add tracking numbers in the Call Center UI when creating a return. In the new UI we would like for this to be an OOTB option
over 2 years ago in OMS - Call Center 1 Future consideration

Support for "Refund Now" in CC to allow Customer services to refund a return before receipt occurs due to delays in warehouse processing

Very useful to assist call center agents when customer appeasement or servce is paramount but the returns process is slow/cumbersome - Should be enabled only if not already refunded (invoiced)
over 2 years ago in OMS - Call Center 0 Future consideration

Resend Customer Emails via the OMS

In the new UI we would like the option of a button that can be connected to an external email provider. When the user clicks that button we would like for them to be able to choose an email to resend to the customer.
over 2 years ago in OMS - Call Center 4 Future consideration

Allow line and header level discounts as percent

Currently, in OMS users have to calculate the percentage at a line level and it creates a possibility for human error. I would like to allow the user to input a discount percent at both the line and header level in OMS. This would reduce the numbe...
over 2 years ago in OMS - Call Center 0 Future consideration

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