IFS-mplsystems has been named by Gartner as a Visionary in its October 2017 Magic Quadrant for Contact Center as a Service (CCaaS), Western Europe, for the third consecutive year.
This recognition follows the inclusion in the 2017 Magic Quadrant for the CRM Customer Engagement Center (CEC) in May, which makes IFS-mplsystems one of only two vendors to appear in both these Magic Quadrants, which the company believes illustrates its ability to deliver effective omni-channel service through it’s unique combination of CCaaS, CRM Customer Service and AI enabled automation.
“Making complex customer service simple has been central to our customer proposition, and we are delighted that Gartner has yet again recognized us as a Visionary,” said Paul White, Director of Customer Engagement, at IFS-mplsystems. “From our unique Omni-Channel grouping functions, to embedding AI and automation within our agent applications, we have led innovation in the contact centre market over the past three years, and we are honoured that Gartner has recognized us once again. Our configurability and ease of integration of the solution, as well as the high level of support offered is confirmed by our clients through their loyalty and satisfaction levels. We look forward to continuing our positive influence on the global contact centre market through the IFS family, which gives us immediate access to a worldwide sales, delivery and support network.”
The report recognizes that the market is maturing and this is reflected within the market overview section, which discusses how the drive to develop the contact center into the ‘customer experience center’ is adding new dynamics to the CCaaS market.
Companies are revising their evaluations and selections of vendors to provide nonvoice channels (email, web chat, video chat, social and so on) to their customer service environments. During the past 5 to 10 years, many have looked to either their CRM vendors or best-of-breed specialists to provide these customer interaction channels.
“However, voice-based interactions continue to make up a significant portion of interactions in contact centers,” said White. “As such, as companies look to evolve their customer support to become more customer-centric across all interaction channels, some are recognizing the benefits of acquiring both their voice and nonvoice channels as a package from a single vendor — and very few CRM vendors support phone-based assisted customer service. Benefits include the use of a consistent business rule management capability for routing, queuing and escalating interactions across channels; this enables the company to prioritize handling of the best customers, regardless of customers’ chosen channels. Obtaining all interaction applications from a single vendor also makes it easier for companies to manage reporting and staffing across channels, rather than having to integrate operational performance data across separate systems.
“Customer interaction desktops are a CEC-related subject that has attracted a notable increase in client inquiries. A ’single view of the customer‘ through multiple digital channels is something that most organizations recognize would improve the customer experience. However, with multiple touchpoints for customer contact across disparate application platforms, it is difficult to achieve without significant development effort by the customer service organization.”
IFS-mplsystems’ vision is to ‘make complex customer service simple’, which is achieved through their unique combination of Omni-Channel communications, CRM Customer Service and AI enabled automation providing service and support staff with pioneering intelligent desktop applications. Bringing together calls, email, chat, mobile and social messaging with contextual customer data in a single unified CRM Agent Desktop, these applications gudie agents through complex processes and transactions.
The data mash-up concept takes data from multiple sources across an enterprise and intelligently adapts to present agents with the precise data they require to resolve a customer request, rather than forcing them to search multiple tabs and menus. Alongside this, simple to configure workflow delivers automated processing and prompts. The impact is a dramatic improvement in agent efficiency combined with transformed customer experience because agents can deliver rapid, informed omni-channel service.