March 20, 2023 By Owen Chilongo 2 min read

Exciting new updates about the IBM Sterling Call Center.

It’s not uncommon to find enterprise software to go through different product lifecycle stages. Literature also shows that the relaunch of a product is a sign of a new phase in its development cycle. [1] IBM Sterling Call Center has reached such a milestone, and its core value proposition is being relaunched with new capabilities and a modernized User Interface (UI) that is useful and easy to use by both the Call Center Representative (CSR) and the developer implementing the application.

The customer-centric designs and product enhancements stem, in part, from a co-creation process between the users and the internal IBM teams through initiatives like the Sponsor User Program. This initiative allows the voice of the customer to influence the product design, roadmap and development processes which adopt generalizable customer inputs.

The new Call Center has adopted a Carbon Design System with an Angular-based UI that gives a consistent experience across all Sterling Order Management UI applications.

We see from the literature that when it comes to technology acceptance, “Perceived Usefulness” and “Perceived Ease-of-Use” play a key role in determining an individual’s likelihood of accepting the technology. [2] The question is then, how useful and productive is this latest iteration of the Call Center to its users interacting with their customers and to the developer implementing the application?

Usefulness and ease-of-use for the call center representative

It’s common for retailers to have multiple channels from which orders are generated; regardless of this, however, customers expect their orders to be delivered on time and to the correct address. To help retailers maintain customer satisfaction and a smooth, hassle-free experience, IBM Sterling Call Center (at minimum) provides an efficient Call Center that is useful for conducting Customer Inquiries, Order Creation, Order Modification and Order Returns and Exchanges.

This application enables Call Center Representatives (CSRs) to create, view and perform complex order modification tasks. It also allows the CSR to have a single view of customer transactions to enable more relevant cross-sell and up-sell discussions with customers. It permits scheduling deliveries and appointments efficiently and also provides the ability to take over a customer’s online cart to reduce cart abandonments.

Usefulness and ease-of-use for the developer

For the developer, the Carbon Design System used in this Call Center version allows the use of little-to-no code. It also improves the agility of developers to work independently when building and deploying across our SaaS, on-premises containers and on-premises traditional installations.

As a developer, you’ll have an improved and useful experience that enables you to easily make UI customization in a low-code/no-code model. The modern UI architecture enables the developer to set up environments quicker and deploy their customizations faster in a modular way.

Get started with IBM Sterling Call Center

In summary, the IBM Sterling Call Center is a useful, easy-to-use, comprehensive web-based order management application that provides solutions for the CSR to effectively manage customer orders. The modern UI gives the developer a similar experience across all Sterling Order Management applications because of the consistent modern micro frontend architecture and User Interaction that employs an easy-to-use Carbon Design System.

You can engage the IBM team and request a product demonstration, visit the IBM Sterling Call Center product page, read the solution brief or watch these videos to learn more.


[1] Easingwood, C., & Harrington, S. (2002). Launching and re-launching high-technology products. Technovation, 22(11), 657-666.

[2] Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS quarterly, 319-340.

More from Announcements

IBM Hybrid Cloud Mesh and Red Hat Service Interconnect: A new era of app-centric connectivity 

2 min read - To meet customer demands, applications are expected to be performing at their best at all times. Simultaneously, applications need to be flexible and cost effective, and therefore supported by an underlying infrastructure that is equally reliant, performant and secure as the applications themselves.   Easier said than done. According to EMA's 2024 Network Management Megatrends report only 42% of responding IT professionals would rate their network operations as successful.   In this era of hyper-distributed infrastructure where our users, apps, and data…

IBM named a Leader in Gartner Magic Quadrant for SIEM, for the 14th consecutive time

3 min read - Security operations is getting more complex and inefficient with too many tools, too much data and simply too much to do. According to a study done by IBM, SOC team members are only able to handle half of the alerts that they should be reviewing in a typical workday. This potentially leads to missing the important alerts that are critical to an organization's security. Thus, choosing the right SIEM solution can be transformative for security teams, helping them manage alerts…

IBM and MuleSoft expand global relationship to accelerate modernization on IBM Power 

2 min read - As companies undergo digital transformation, they rely on APIs as the backbone for providing new services and customer experiences. While APIs can simplify application development and deliver integrated solutions, IT shops must have a robust solution to effectively manage and govern them to ensure that response times and costs are kept low for all applications. Many customers use Salesforce’s MuleSoft, named a leader by Gartner® in full lifecycle API management for seven consecutive times, to manage and secure APIs across…

IBM Newsletters

Get our newsletters and topic updates that deliver the latest thought leadership and insights on emerging trends.
Subscribe now More newsletters