IBM Sterling


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OMS - Call Center

Showing 66

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...
6 days ago in OMS - Call Center 0 Submitted

Adding new tile/new link/extra buttons in Home Screen Next Gen Call Center

Next Gen Call Center does not provide a way to customize the home screen by adding a new tile for Product Search or Transfer Order Search etc. Also there is no option to add additional links or buttons - 'create wishlist', 'create appeasement orde...
3 months ago in OMS - Call Center 0 Planned for future release

"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 ...
8 months ago in OMS - Call Center 0 Future consideration

Supervisor override capabality

Business is expecting Supervisor override capabality available on Call Center as well so they can perform additional review and validation for certain operation like price override.
3 months ago in OMS - Call Center 1 Functionality already exists

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

Reason codes in Important events tab under order line details page should be visible after re-shiping the order line

After reshipping the order line, we are unable to see the reason codes on the order line details page under Important Events tab. We wnated to know how these important events gets populated. Please refer IBM PMR#: TS016070217 - thanks, Avnish
5 months ago in OMS - Call Center 1 Functionality already exists

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
5 months ago in OMS - Call Center 0 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

Wild Card Searches in Call Center

In the Call Center UI, we'd like to be able to complete wild card searches for many or all of the fields. For example, if I wanted to search for all orders that are from an IBM email address I could search *IBM.com. This would bring up all orders ...
about 1 year ago in OMS - Call Center 9 Functionality already exists

Having a sorting feature for the columns in the Call Center application

Users would be able to sort columns, which would increase their productivity
8 months ago in OMS - Call Center 1 Not under consideration

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