IBM Sterling Call Center Application

Order, fill and return from anywhere

Customers expect suppliers to provide current product and inventory information and to deliver orders to the correct address within the promised time frame, regardless of the order placement method. Suppliers must accurately capture orders, verify delivery addresses and consolidate shipments to minimize fulfillment costs.

IBM Sterling® Call Center is a comprehensive web-based order management tool that offers a single view of customer transactions however the customer shops. Customer service representatives (CSRs) can create, view and perform complex order modification tasks with a holistic view of all transactions. This builds a seamless omnichannel experience that reduces call handling times and improves the overall customer experience.

Read the solution brief

Learn how we infuse generative AI into our call center solutions

Read the one-pager

Benefits

Functionality

Rich operations around process modeling, order sourcing, inventory management and monitoring.

Simplification

Refined external integration points, including front-end, payment and address verification systems.

Comprehensive

Single access to all commerce information needed to enable a seamless omnichannel experience.

Features

Order creation

Create, search and modify existing orders.

Customer inquiry

Add, search and manage customer details.

Order returns and exchanges

Create, view and track returns and exchanges.

How customers use it

Customer inquiry

Order creation

Order modification

Returns and exchanges

Customer inquiry

CSRs can track submitted orders by order number, email or phone number to review details and shipment status.

Resources

Learn how to use the IBM Sterling Call Center application to promote customer satisfaction, apply and resolve order holds, cancel orders, manage shipments and handle price adjustments and order payments.

Product usefulness and ease of use

Find out more about the adoption of a carbon design system with an angular-based UI that gives a consistent experience cross all IBM Sterling® Order Management UI applications.

The Order Management Market

Explore key trends and drivers in the order management software market as identified in this IHL Retail Executive Advisory Program research study. See why IBM Sterling Order Management is the leader in the market.

View all resources

Case studies

Pandora Jewellery

Jewelry manufacturer and retailer Pandora optimizes e-commerce and its digital customer experience with a cloud-based order management platform.

IBM Sterling Call Center

Order, fill and return from anywhere

Benefits

Features

How customers use it

Resources

Case studies

Related products