IFS makes complex customer service easy to manage with three new capabilities

Friday, 4 May 2018 00:00 - - {{hitsCtrl.values.hits}}

AI-powered

omni-channel contact centre solution facilitates efficient customer service that integrates with IFS Field Service Management (FSM), IFS Applications and third-party software

IFS, the global enterprise applications company with Sri Lanka as a key development centre, this week announced during its 2018 World Conference in Atlanta the availability of three IFS Customer Engagement capabilities that deliver omni-channel experiences for next-generation customer service.

IFS Customer Engagement brings to the market powerful solutions for support centres 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 PSO to reduce the burden on the contact centre to ensure efficient and effective customer engagement.

*Customer Engagement Agent Desktop: This solution delivers a highly intuitive omni-channel contact centre 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 the most comfortable and convenient for them, whether social media, email or messaging,” said IFS Customer Engagement Director Paul White. “IFS Customer Engagement has been developed to meet these expectations and to empower service organisations 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 the 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 its people and solutions, together with commitment to its customers, has made it a recognised leader and the most recommended supplier in its sector.

The IFS team of 3,500 employees, including over 1,000 in Sri Lanka, supports more than 10,000 customers worldwide from a network of local offices and through a growing ecosystem of partners.