IFS’s voice self-service provides a simple, cost effective solution to deliver the immediate and responsive service that today’s customer requires. Available as a cloud-based subscription service, it can be rapidly deployed to overlay any existing call center, service desk and customer relationship management (CRM) technology.
This cloud-based service uses a combination of digital self-service options to provide instant answers to customers’ questions, and processes requests automatically. These include dynamic FAQs and knowledge base, live chat, virtual assistance and chatbot plus Contact Us and Feedback forms.
Getting the best from your contact center staff means giving your agents a simple, intuitive interface, which brings together Customer Service CRM, complex process support, contact center channels and enterprise customer data. In contrast to a traditional CRM approach, the objective is not to replace existing enterprise systems, but to present the agent with this data in a simple and intelligent ‘fit for purpose’ application, which guides them through complex requests.