Legacy platform

Product concepts

There are multiple features and components included with the IBM® Sterling™ Call Centeroffering to fulfill your business needs.

Products
The application identifies every product with a unique identifier.
Customers
A call center or store can have individuals or business organizations as customers.
Order creation
You can create a sales order by using the Application Server application.
Order management
Order management involves managing product, customer, fulfillment, and payment details that are associated with the order.
Tracking shipments
After orders are created, customers contact the call centers to track the shipments. In such situations, you can monitor the delivery of products to the customer, answer their queries, and take appropriate actions.
Fulfillment
Orders can be fulfilled by either shipping products to the customer's location or the customer can pick up the products from a store. While placing an order, a customer can decide the manner in which an order must be fulfilled.
Payments
You can capture customer payments, modify a payment, inquire about a payment, and issue invoices.
Pricing
The price of a product in an order can vary for several reasons during the order life cycle.
Return and exchange orders
Customers can be unhappy with their shopping experience due to a late shipment, a rude representative, or damaged products. In such situations, customers might want to return the products. You can create a return order in one of the following ways, for the products that the customer wants to return.
Alerts
Alerts can be used as a to-do list for users of Sterling Order Management System Software of applications. You can use alerts to track tasks that must be completed on or before a specific date.
Users and teams
Users are individuals who have access to the Sterling Order Management System Software application. Users belong to different roles such as customer service representatives, administrators, leads, or managers.
Accessibility
Accessibility features assist users who have a disability, such as restricted mobility or limited vision, to use information technology successfully.

Parent topic: Overview