What happens when your contact centre is ready to stop talking about chatbots or conversational AI and wants to move something into action? Continue reading Introducing Conversational AI in the Contact Centre
Tag Archives: IFS | mplsystems
Ensuring the ROI of Adding Artificial Intelligence
Adding artificial intelligence to the contact centre is an important decision that involves a significant investment of time, money, and resources. Because of this, when an organisation is ready to implement AI, it’s absolutely critical to identify how and when the new technology will deliver a return on investment. Continue reading Ensuring the ROI of Adding Artificial Intelligence
The Foundational Pillars of Omnichannel Success
Many organisations want to provide an omnichannel experience, but few are actually doing it well consistently. If you’re a contact centre leader who’s been challenged with leading the omnichannel charge, you’re probably wondering what it takes to make, or break, a successful program. More importantly, what are the components necessary for getting it right? Continue reading The Foundational Pillars of Omnichannel Success
Customer Service within the Retail Sector AI-Powered Chat
Instead of searching through a website or mobile app on their own, today’s consumers prefer to engage in conversation with AI-powered chat, whether that be in the form of chatbots or virtual assistants or messenger apps. Continue reading Customer Service within the Retail Sector AI-Powered Chat
IFS-mplsystems named a Visionary in the Gartner 2017 Magic Quadrant for Contact Center as a Service, Western Europe, For the Third Consecutive Year
IFS-mplsystems, leading provider of contact center and customer engagement CRM technology, announces that Gartner named the company a Visionary in the October 2017 Gartner Magic Quadrant for Contact Center as a Service (CCaaS), Western Europe, for the third consecutive year. Continue reading IFS-mplsystems named a Visionary in the Gartner 2017 Magic Quadrant for Contact Center as a Service, Western Europe, For the Third Consecutive Year
Grouping Activities in the Contact Centre
‘Grouping activities’, a feature of the unified agent desktop, plays an important role in saving the company money, time and embarrassment. Read below to find out what it is, what it does and how you can benefit from its employment in your software. Continue reading Grouping Activities in the Contact Centre