IFS Customer Engagement

IFS Customer Engagement — the omnichannel solution IFS for contact centers based on artificial intelligence. As of August, 2018, it is integrated with IFS FSM, IFS Applications and the software of other suppliers.

2018: Voice self-service, digital service of support and the agent for the PC

On August 15, 2018 the IFS company, the international software provider for the corporate sector, announced implementation in the solution IFS Customer Engagement of the following three features of support of the customer the system of service:

• Voice Self-service: IFS Customer Engagement provides the sensing technology of the speech based on artificial intelligence which allows clients to solve simple problems, such as change of the fixed time or check of scheduled arrival time in the automated mode.
• Digital service of support: IFS Customer Engagement allows customers to find answers to questions by means of dialog with the modern chat-bot which is built in the website. This solution can be deployed as visual addition for IFS FSM and IFS PSO to lower load of contact center and to provide effective customer interaction.
• The agent for the desktop computer: the intuitive interface facilitates an information access polyuby of channels through uniform contact center, providing integration with IFS FSM and IFS Applications, and, if necessary, with solutions of other suppliers. Simultaneous access to all communications of the client, including calls, e-mails, chats, messages and social networks is provided to agents that allows to create complete idea of the customer and to give it effective support on any communication channel.

'End users expect instant service and want to communicate by methods most convenient to them, selecting social networks, e-mail or messages. The solution IFS Customer Engagement is developed to equal these hopes and to provide to service organizations of technology of the next generation that in combination with the existing business applications will lead to optimization of the procedure of service of customers. Paul White, director of department of customer acquisition of IFS

According to representatives of IFS, emergence in the IFS Customer Engagement market became result of integration of solutions of the purchased IFS of mplsystems company into the key IFS software products.