WHITEPAPER: Robots replace advisors – Fact or fiction?
80% of the cost in a contact centre is its unhappy agents. So if the burden can be reduced on them with AI, then you will also be able to reduce attrition costs, while boosting employee engagement and tenure. Unsure how to deploy chatbots and AI in the contact centre and of how they fit […]
WHITEPAPER: Why omni-channel without unified desktops remains multi-channel mayhem
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-mplsystems have worked together with industry expert, Martin Hill-Wilson, to look at the barriers which […]
IFS-mplsystems named a Visionary in the Gartner 2017 Magic Quadrant
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 […]
