IFS Launches IFS Customer Engagement

IFS, an enterprise applications company, has released three IFS Customer Engagement capabilities that deliver omnichannel experiences for customer service.

The three IFS Customer Engagement capabilities address the following:

  • Voice Self-Service: IFS Customer Engagement leverages artificial intelligence technology to offer a speech-recognition self-service front end that helps customers complete simple tasks like rescheduling service appointments or checking appointment times.
  • Digital Self-Service: IFS Customer Engagement empowers customers to find answers to questions themselves using the solution's website-hosted AI chatbot. This solution can be deployed as a visual overlay for IFS Field Service Management (FSM) and IFS Planning and Scheduling Optimization (PSO) to reduce the burden on the contact center.
  • Customer Engagement Agent Desktop: This solution delivers an omnichannel contact center desktop that integrates with IFS FSM, IFS Applications, and third-party software. Agents receive simultaneous access to all customer communications, including calls, emails, chat, messaging, or social media.

"Today's end users expect instant gratification when it comes to customer service, and they want to be able to communicate in ways that are most comfortable and convenient for them, whether social media, email, or messaging," said Paul White, director of IFS Customer Engagement, in a statement. "IFS Customer Engagement has been developed to meet these expectations and to empower service organizations with next-generation technology that complements and extends existing business applications to simplify customer service delivery."

IFS Customer Engagement is the result of the integration of recently acquired mplsystems' solution portfolio into key IFS software products.