Keeping a digital age customer engaged is not easy. Armed with the power of choices for everything, today’s customer is easily distracted and doesn’t mind turning to your competition. Customer engagement today thus requires an omni-channel communication strategy that provides a single, unified experience across each channel, every time. You need to be able to reach your customer using calls, chats, emails, and social to deliver a seamless journey.
IFS Applications provides dedicated IFS Customer Engagement (CE) tools that enable organizations to deliver a faster, smarter service through multiple channels. IFS Applications bring together an omni-channel contact center with CRM in a unified, configurable, AI-powered suite that empowers your staff to deliver rapid service no matter how complex the request. By bringing together all customer data from separate sources and multiple systems into one place alongside multiple delivery channels, IFS Applications allows you to deliver seamless customer engagement while also improving productivity. How does it happen?
Omni-Channel Contact Center
IFS Customer Engagement (CE) provides a single, universal, omni-channel platform that helps you deliver a seamless customer experience with features like automated queueing and skill-based routing, irrespective of the channel. IFS Applications provides a cross-channel experience by showing customer contacts on a smart agent desktop, and the core platform provides features like IVR, call recording, and workforce optimization. IFS CE can be deployed either on-premises or via the cloud and gives a wider variety of choices of non-voice channels than the rest of the market.
Customer Service (CRM)
When your front-line employees have to navigate a complicated web of applications and databases to answer a customer request, it becomes really difficult for them to provide top-notch customer service. IFS CE helps you build a more efficient contact center through an intuitive desktop application that displays all the relevant, contextualized information in a single place. IFS CE doesn’t always aim to replace your existing CRM system, but rather acts as a buffer between back-office information and front-line employees giving them the best possible chance to solve a customer query.
Self-Service, AI & Virtual Agents
Customers in the digital age don’t like waiting. Every minute spent waiting for customer support is a minute closer to negative feedback, and sometimes, losing the customer altogether. Using IntelligentResponse, an IFS natural language processing module, IFS Applications can provide customers with efficient self-service options like virtual assistants, chatbots, knowledge bases and dynamic FAQs. It can also gauge when human intervention is required, and route the issue based on the required skill of the employee.
IFS Applications brings together different divisions within your organization to work as one with the goal of delivering the best possible experience for the customer. In the process, it brings together employees within your organization by providing them the platform for success, and the customer reaps the rewards. Ready to get started on your customer experience improvement? Give us a call at ProV.
ProV offers some of the best IFS Applications pricing and provides best-in-class services for IFS implementations, IFS software support, and IFS customizations. We are a multiple award-winning partner for IFS products and services that help simplify implementation, integration, updates, or customization of your software when you need it most. Request our FREE Consultation today to get started!
