Overview
The IBM® Sterling™ Call Center provides solutions to the challenges found in typical customer order management business scenarios. The application is also compatible with the ICP flavors of Sterling Order Management System Software.
Sterling Call Center is available as an on-premises and as a SaaS product. It is a web-based call center solution that provides customer service representatives (CSRs) with a single point of access to commerce information.
Retailers typically have multiple channels from which orders are generated. No matter, which channel an order is placed in, the customers expect the inventory information that they view to be accurate, their orders to be delivered to the correct address, and the promised delivery dates to be met. Retailers must maintain customer satisfaction by giving the customer a smooth and hassle-free experience.
To minimize fulfillment costs, the orders must be captured accurately and fulfilled as accurately as possible. For example, the retailer wants the products sourced from the optimal ship nodes and the shipments to be consolidated to minimize costs. The retailer also needs to have accurate visibility to the inventory.
Retailers must be able to handle exceptions quickly and smoothly. Customers must be able to request modifications to orders after they are placed. The addresses entered by the customer must be validated to ensure proper delivery.
- Rich functions around process modeling, order sourcing, inventory management, and monitoring.
- Features to simplify the integration points between external systems, including front-end systems, payment systems, and address verification systems.
- A user interface to handle seamless order modifications.