With a multitude of customer engagement channels today, it is difficult for companies to know where to focus their efforts. Contact centres are trying, but failing, to modernise and deliver on the evolving expectations of today’s customers.
For this paper, IFS Customer Engagement have worked together with industry expert, Martin Hill-Wilson, to look at the barriers which prevent companies delivering omni-channel service, moving on to look at process and technology changes required to overcome these.
How do businesses move away from agents surfing multiple communication and enterprise systems while reducing costs and customer frustrations?
This paper considers the options available and draws on research which identifies the unified desktop as the essential tool.
IFS Customer Engagement provides a complete solution to transform the contact centre: combining omni-channel contact technology with Customer Service CRM software in a single, uniquely configurable, AI-powered agent desktop. By bringing together disparate sources of data from multiple systems, our software solves complex customer service and support issues. Benefiting from a 360-degree view of the customer on one screen alongside all contact channels, your advisors can deliver customer engagement seamlessly, whilst simultaneously banking productivity gains.
Make every customer your best customer, with intelligent, personalised service delivery and management.