Proactive customer engagement
Reach customers with automated text notifications, send email acknowledgements or direct messaging on social media channels. Leverage dialer functionality and run successful campaigns to generate new customers, increase product awareness or establish a brand image.
Omni-Channel Contact Center
Deliver a seamless customer experience, however customers contact you. IFS Customer Engagement connects customers to the best skilled agent to deal with their request, irrespective of channel. Customer voice, email or chat enquiries are presented on a smart agent desktop, accurately guiding agents through complex processes and ensuring a seamless cross-channel experience.
Lead Management
IFS CRM Lead Management supports sales and marketing teams with the decision tools they need. Keep leads duplicate-free with duplicate checks. Nurture leads with configurable qualification processes and ensure events are not missed. Once qualified, convert leads to prospects and drive the sales process.
Opportunity Management
Manage the sales process starting with the creation of the business opportunity. Ensure Sales Reps capture all necessary information and cover all important actions with configurable Sales Processes. Make sure opportunities are valued correctly, and automatically visible in the sales pipeline. Ensure sales managers can act in all stages of an opportunity and have clear visibility of all ongoing sales activities.
Contact Management
Manage contacts connected to leads, prospects or customers and attach them to ongoing sales leads and opportunities. Get an overview of all interactions with contacts both in IFS Aurena and in the Outlook Panel. Connect third party contacts in opportunities to capture external influencers in a sales case. Create and manage contacts on the go with Aurena mobility features.
Campaign Management
Confidently run and manage multi-level campaigns. IFS Marketing Campaigns are fully integrated with Contact Management in IFS CRM and enable the management of multi-level activity. Create campaign documents using mail merge. Capture campaign responses to document the interaction with the campaign target.
Engagement Studio
Give contact center agents all the relevant, contextualized information they need in a simple, intuitive desktop application. IFS Engagement Studio consolidates relevant customer data from across the organization alongside contact center channels, adding case management and other Customer Relationship Management (CRM) functionality.
Automation & Self-Service
Provide the self-service options customers demand with advanced natural language processing (NLP). IFS Customer Engagement uses NLP enabled drive self-service options and relieves agents of repetitive time-consuming tasks. From virtual assistants, chatbots and knowledge bases to dynamic FAQs, automated calls, email and chat, let IFS deliver the optimum self-service solution.
