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IFS Adds New Features to Customer Engagement Solution
Customer engagement is about more than simply being there when customers connect. It’s also about interacting with and proactively engaging customers via multiple channels yet at the same time creating a single, unified experience across every channel they choose to use to connect with you. It’s a complex prospect, and it means being equally responsive to telephone calls, email, chat and social messaging, delivering seamless service via whichever channel the customer chooses.
Global enterprise software company IFS recently announced the availability of new and enhanced capabilities in its customer engagement software that can better enable companies to respond to the challenges facing the traditional call center and improve customer engagement. The goal, according to the company, is to make an organization more “outcome centric” throughout the entirety of the service experience. Users are better able to provide visibility and context for the customer, the contact center, and the service organization throughout the service cycle, through technology.
“As businesses use service offerings to power their way to growth in the new normal, the imperative has never been greater to focus on the customer experience,” said Marne Martin, President of IFS Service Management, in a statement. “Businesses need a single view of a customer, yes, but they also need a complete service management solution that delivers on the service outcome that a customer expects in order to drive net promotor score, sustainability, and growth. This is where IFS is leading the way to deliver sustainable outcomes and knowledge-based service, which is the future for more and more service businesses.”
According to the company, the enhanced release offers a smooth transition from a telephony-based support center to a full omni-channel contact hub in a matter of days—complete with a customer service agent desktop. It also features a new customer engagement studio that allows companies to configure their own customer service desktop while eliminating the need for expensive one-off customizations.
The features, according to IFS, can help drive front-office productivity by an average of over 40 percent.
Edited by Maurice Nagle