IFS Customer Engagement is based on the mplSystems Omni-Channel Contact Centre, now owned and supported by IFS since the August 2017 acquisition. It contains workforce optimization with messaging and email support emphasizing the needs of outbound call centers.
Most of the time, if any issues are faced, IFS representatives address those issue immediately as previous users have also faced them. But when we face a certain issue which is new to the IFS representative, and there is little help available on IFS community, it takes time to resolve.
Screens containing several information fields are hard to visualize because the fields do not have any surrounding borders.
Some of the reporting functionality could be maybe more modern, but one sees development within IFS Customer Engagement so it probably is a matter of time before any desired changes are made, or worked around.
IFS Customer Engagement reports are transferable to Excel as data only or with the format selected for pdf reports. Sometimes it becomes too slow.
IFS Customer Engagement allows efficient manufacturing reporting for the business to select whether to use standard/default reporting or actual reporting or combined reporting. Since the system has business logic to look through the defined rules, there is minimum manual intervention. IFS Customer Engagement is working throughout the organization in different roles and it is being rolled out to additional countries as part of a replace and enhance strategy.
It's very optimistic for business when it comes to the satisfaction that support is with us for all the times and ultimately it increases the productivity altogether.
