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Faster, smarter customer service

Empowering customers with omni-channel engagement

To engage the customer in today’s digital world means creating a single, unified experience across every channel they choose to use to connect with you. From calls and email to chat and social messaging, delivering seamless service has never been more complex.

IFS Customer Engagement solutions enable businesses to deliver a faster, smarter service whatever the contact channel. By combining an omni-channel contact center with CRM in a single, configurable, AI-powered agent desktop, support staff are empowered to deliver rapid service however complex the request. Bringing together disparate sources of customer data from multiple systems, alongside all contact channels, your agents can deliver customer engagement seamlessly, while simultaneously banking productivity gains.

Solutions Service Management CE Intro

Transforming CX at Baxi with an omni-channel agent desktop

Customer Quote
We have been extremely impressed by how IFS took the time to understand our business and challenges and were able to tell us how to deliver on our objectives through the technology deployment.
Steve Randall Head of Business Change – Aftersales, Baxi Heating Ltd
Read the customer story

More customer stories

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the number of calls the support center might handle in a day.

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increase in agent day-to-day operational effectiveness.

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reduction in average request handling time since deployment.

Omni-channel contact and AI-enabled service

To win in the service market requires excellence in customer care. But what does it take to modernize the contact center and deliver smart self-service? Discover how to empower your customer service agents with an omni channel contact and AI enabled service desktop.

Download the eBook

Service Management

Transform your Contact Center with IFS Customer Engagement solutions

Deliver omni-channel customer service

Our single solution, omni-channel contact center allows you to engage seamlessly with customers and upgrade your voice infrastructure to deliver smarter service on digital channels. However customers choose to contact you - be it calls, email, chat or messaging - our omni-channel platform provides a single, universal solution for queueing, skills-based routing and providing customer care.

Customer contacts are presented on a smart agent desktop, guiding agents through complex processes and ensuring a fully joined up cross-channel experience. As standard, the core platform provides Interactive Voice Response (IVR), call recording, workflow and extensive workforce optimisation. Our powerful drag-drop configuration tool empowers staff to evolve all aspects of the contact center.

Delivered on-premise or in the cloud, IFS Customer Engagement™ (CE) combines all the ingredients of a traditional call center Automatic Call Distributer (ACD) while also providing the widest range of non-voice channels in the market as part of a single solution.

Download IFS Customer Engagement brochure

Elevating phone-based service and enabling outbound campaigns

While new channels are constantly being added to the customer service environment, telephone remains the primary contact channel. Businesses must remain focused on contact center telephony and enabling agents to rapidly resolve increasingly complex calls.

IFS CE delivers all the ingredients of a traditional call center ACD, while providing a full outbound campaign solution. Outbound campaigns and call-backs can be interspersed with inbound calls to maximize contact center productivity.

IFS CE provides a complete solution for executing simple and complex campaigns. The platform offers preview, progressive and predictive dialing options so campaigns can be matched to audience and legal requirements.

Read Babcock’s success story

One platform, one queue, one agent desktop: transform customer satisfaction and agent efficiency

Too often customers wait hours for a response to email requests, while agents waste time searching for communications and data within their traditional email and web chat system. IFS CE provides an alternative, enabling businesses to transform their email, chat and SMS customer service with rapid response, quality of service, and significantly reduced costs.

For the instant messaging generation, real-time chat and messaging apps represent the most convenient form of customer service. IFS CE provides a quick-to-integrate ACD solution, which blends chat and messaging apps into your contact center alongside calls, emails and social contact. Agents can interact with several visitors at the same time in a single user interface while being able to implement template responses and use knowledge base answers to increase the speed and quality of interactions.

Our solutions also incorporate a natural language processing and automation module, which detects high volume enquiries such as returns and refunds, or account changes, and provides automated answers and processing. While being able to identify more complex service requests, the module routes these to the best agent for resolution and delivers the intelligence to ensure the highest quality response.

Read Global Blue’s success story

Transform contact center productivity with workforce optimization

As customers demand more channels and better quality service, getting the most from your contact center workforce has never been more important or, indeed, complex. From simple-to-access call recordings to advanced reporting, quality monitoring and real-time dashboards, IFS provides a suite of diverse and integrated workforce optimization tools to make every agent your best agent.

We have introduced the new IFS CE management dashboard, an advanced business analytics tool that visualizes call center metrics and KPIs to allow managers to monitor and optimize performance. Through a single screen, users can reduce time to make informed decisions from hours to seconds.

Key performance indicators differ for every organization. With the IFS dashboard, users can extract specific intelligence and configure reports around required individual metrics.

Download IFS CE Dashboard fact sheet

Making complex customer service simple

IFS Customer Engagement provides a desktop application that delivers extensive CRM and case management functionality, uniquely configured for contact center agents.

In contrast to the traditional “rip and replace” approach, if existing CRM or other enterprise software is already in place, the IFS CE desktop can augment this functionality. IFS CE blends data from multiple underlying systems into a single “fit for purpose” agent desktop application. This allows agents to deliver rapid service while allowing businesses to maximize their existing CRM investments as well as those in other API-enabled external applications.

Where case management is required, IFS CE delivers a complete solution, enabling users to create and assign, transfer, track and escalate cases and manage workflow. The unique grouping functionality ensures any new customer communications in the queue related to a single case are collated and simultaneously delivered to the agent with the most relevant skills.

Business rules can be applied on specific case types to govern how they are assigned and manage any automated processing. Dashboards provide supervisors with insight into current and historic cases and can be filtered and prioritized against a variety of criteria to enable exceptions to be handled effectively.

Empower your agents to deliver faster, smarter service

Customer experience is a key differentiating factor for leading brands, yet too often staff on the frontline are met with myriad applications and databases to navigate in order to answer a single customer request. Getting the best from your contact center means giving your agents a simple, intuitive desktop application that brings together all the relevant, contextualized information they need in one place. The IFS Customer Engagement™ (CE) platform provides a unique solution, consolidating relevant customer data from across the organization alongside contact center channels and adding case management and other CRM functionality as required.

In contrast to a traditional CRM approach, the objective is not to replace existing enterprise systems. IFS CE sit as a layer above multiple back office systems to present customer service agents with data in a simple and intelligent “fit for purpose” application that guides them through complex requests and presents data at the appropriate point to support decisions.

The result is a customer service desktop that slashes the time an agent spends searching for data and processing requests, while empowering front office staff to do more and deliver truly transformed customer experience.

Deliver omni-channel customer service

Our single solution, omni-channel contact center allows you to engage seamlessly with customers and upgrade your voice infrastructure to deliver smarter service on digital channels. However customers choose to contact you - be it calls, email, chat or messaging - our omni-channel platform provides a single, universal solution for queueing, skills-based routing and providing customer care.

Customer contacts are presented on a smart agent desktop, guiding agents through complex processes and ensuring a fully joined up cross-channel experience. As standard, the core platform provides Interactive Voice Response (IVR), call recording, workflow and extensive workforce optimisation. Our powerful drag-drop configuration tool empowers staff to evolve all aspects of the contact center.

Delivered on-premise or in the cloud, IFS Customer Engagement™ (CE) combines all the ingredients of a traditional call center Automatic Call Distributer (ACD) while also providing the widest range of non-voice channels in the market as part of a single solution.

Download IFS Customer Engagement brochure

Elevating phone-based service and enabling outbound campaigns

While new channels are constantly being added to the customer service environment, telephone remains the primary contact channel. Businesses must remain focused on contact center telephony and enabling agents to rapidly resolve increasingly complex calls.

IFS CE delivers all the ingredients of a traditional call center ACD, while providing a full outbound campaign solution. Outbound campaigns and call-backs can be interspersed with inbound calls to maximize contact center productivity.

IFS CE provides a complete solution for executing simple and complex campaigns. The platform offers preview, progressive and predictive dialing options so campaigns can be matched to audience and legal requirements.

Read Babcock’s success story

One platform, one queue, one agent desktop: transform customer satisfaction and agent efficiency

Too often customers wait hours for a response to email requests, while agents waste time searching for communications and data within their traditional email and web chat system. IFS CE provides an alternative, enabling businesses to transform their email, chat and SMS customer service with rapid response, quality of service, and significantly reduced costs.

For the instant messaging generation, real-time chat and messaging apps represent the most convenient form of customer service. IFS CE provides a quick-to-integrate ACD solution, which blends chat and messaging apps into your contact center alongside calls, emails and social contact. Agents can interact with several visitors at the same time in a single user interface while being able to implement template responses and use knowledge base answers to increase the speed and quality of interactions.

Our solutions also incorporate a natural language processing and automation module, which detects high volume enquiries such as returns and refunds, or account changes, and provides automated answers and processing. While being able to identify more complex service requests, the module routes these to the best agent for resolution and delivers the intelligence to ensure the highest quality response.

Read Global Blue’s success story

Transform contact center productivity with workforce optimization

As customers demand more channels and better quality service, getting the most from your contact center workforce has never been more important or, indeed, complex. From simple-to-access call recordings to advanced reporting, quality monitoring and real-time dashboards, IFS provides a suite of diverse and integrated workforce optimization tools to make every agent your best agent.

We have introduced the new IFS CE management dashboard, an advanced business analytics tool that visualizes call center metrics and KPIs to allow managers to monitor and optimize performance. Through a single screen, users can reduce time to make informed decisions from hours to seconds.

Key performance indicators differ for every organization. With the IFS dashboard, users can extract specific intelligence and configure reports around required individual metrics.

Download IFS CE Dashboard fact sheet

Making complex customer service simple

IFS Customer Engagement provides a desktop application that delivers extensive CRM and case management functionality, uniquely configured for contact center agents.

In contrast to the traditional “rip and replace” approach, if existing CRM or other enterprise software is already in place, the IFS CE desktop can augment this functionality. IFS CE blends data from multiple underlying systems into a single “fit for purpose” agent desktop application. This allows agents to deliver rapid service while allowing businesses to maximize their existing CRM investments as well as those in other API-enabled external applications.

Where case management is required, IFS CE delivers a complete solution, enabling users to create and assign, transfer, track and escalate cases and manage workflow. The unique grouping functionality ensures any new customer communications in the queue related to a single case are collated and simultaneously delivered to the agent with the most relevant skills.

Business rules can be applied on specific case types to govern how they are assigned and manage any automated processing. Dashboards provide supervisors with insight into current and historic cases and can be filtered and prioritized against a variety of criteria to enable exceptions to be handled effectively.

Empower your agents to deliver faster, smarter service

Customer experience is a key differentiating factor for leading brands, yet too often staff on the frontline are met with myriad applications and databases to navigate in order to answer a single customer request. Getting the best from your contact center means giving your agents a simple, intuitive desktop application that brings together all the relevant, contextualized information they need in one place. The IFS Customer Engagement™ (CE) platform provides a unique solution, consolidating relevant customer data from across the organization alongside contact center channels and adding case management and other CRM functionality as required.

In contrast to a traditional CRM approach, the objective is not to replace existing enterprise systems. IFS CE sit as a layer above multiple back office systems to present customer service agents with data in a simple and intelligent “fit for purpose” application that guides them through complex requests and presents data at the appropriate point to support decisions.

The result is a customer service desktop that slashes the time an agent spends searching for data and processing requests, while empowering front office staff to do more and deliver truly transformed customer experience.