AI-powered omni-channel contact center solution facilitates efficient customer service that integrates with IFS Field Service Management (FSM), IFS Applications, and third-party software
May 2, 2018 - IFS, the global enterprise applications company, today announced the availability of three IFS Customer Engagement™ capabilities that deliver omni-channel experiences for next-generation customer service.
IFS Customer Engagement brings to market powerful solutions for support centers and customer service.
The three IFS Customer Engagement capabilities address:
- Voice Self-Service: IFS Customer Engagement leverages AI-technology to offer a speech-recognition self-service front-end that helps customers complete simple tasks like rescheduling service appointments or checking appointment times in a simple, automated way.
- Digital Self-Service: IFS Customer Engagement empowers customers to find answers to questions themselves using the solution’s state-of-the art website-hosted AI chatbot. This solution can be deployed as a visual overlay for IFS FSM and IFS Planning and Scheduling Optimisation (PSO) to reduce the burden on the contact center to ensure efficient and effective customer engagement.
- Customer Engagement Agent Desktop: This solution delivers a highly intuitive omni-channel contact center desktop that integrates with IFS FSM, IFS Applications as well as third-party software. Agents are provided with simultaneous access to all customer communications, including calls, emails, chat, messaging or social media, ensuring that they have a complete 360-degree view of the customer to deliver an efficient omni-channel experience.
“Today’s end users expect instant gratification when it comes to customer service, and they want to be able to communicate in ways that are most comfortable and convenient for them, whether social media, email or messaging,” said Paul White, director of IFS Customer Engagement. “IFS Customer Engagement has been developed to meet these expectations and to empower service organizations with next-generation technology that complements and extends existing business applications to simplify customer service delivery.”
The launch of IFS Customer Engagement is the result of the successful integration of recently acquired mplsystems’ solution portfolio into key IFS software products.
IFS develops and delivers enterprise software for customers around the world who manufacture and distribute goods, maintain assets, and manage service-focused operations. The industry expertise of our people and solutions, together with commitment to our customers, has made us a recognized leader and the most recommended supplier in our sector. Our team of 3,500 employees supports more than one million users worldwide from a network of local offices and through our growing ecosystem of partners. For more information, visit: ifs.com
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