AI and automation power latest release of IFS customer engagement
IFS, the global enterprise applications company, announces the availability of new and enhanced capabilities in its customer engagement software empowering companies to overcome challenges faced when working with traditional call centers to transform their customer engagement.
IFS’s customer experience applications are engineered to provide visibility and context for the customer, the contact center, and the service organisation throughout the service cycle, through technology that is easy to deploy, configure, and use. This includes enriching work processes by leveraging automation and AI capabilities of companies ready for a future where self- service will be 85 percent of customer interaction beginnings by 2022, up from 2019’s 48 percent.
“As businesses use service offerings to power their 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. “Businesses need a single, unified view of the customer, but they also need a powerful and a complete service management solution suite 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 services leveraging automation and AI, which is the future for more and more service businesses.”
IFS’ latest investments in customer experience also include remote assistance and “On My Way” to provide a complete customer management solution for businesses looking to grow their service capability and transform their customer experience.
To learn more about IFS Customer Engagement head to www.ifs.com/corp/solutions/service-management/customer-engagement/.