IFS Customer Engagement vs. MiContact Center

There is genuinely not a lot to dislike about the application. Maybe it's due to legacy implementations and updates, but sometimes the request for service from the suppliers can take too long and is drawn out. IFS Customer Engagement is helping us to make sure we're able to get the right parts to the right resources with appropriate skills for each request. This saves time on resources in planning and optimization of routes. IFS has also allowed connecting to supplier APIs to be able to do real-time stock checks and order to enable us to reduce stock levels to the minimum levels whilst still hitting key targets.

Incentivized

We used to have Cloudagent from Ozonetel and due to multiple downtimes and frequent disconnects, It is a good tool for a well-settled call center but is not suitable for startups due to high procurement costs. But the sophistication makes up for the lack of support from the team. The tool is absolute bliss.

• Strong Supply Chain Module.
• Asset Management Process is well addressed.
• IFS Manufacturing Module.

Incentivized

• Call forwarding
• Voicemail
• Detailed contact list

Incentivized

• Quick response on emails is sought, chat staff sometimes takes time.

Incentivized

• Can be little economic
• Hustle to find the right analysis
• Support can be improved

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.

Incentivized

- Great Tool for contact center who would like to have all the processes under single roof - Premium features and best analytics to understand the process metrics - We have been able to onboard new joiner's easily without much support form the MITEl team and they have been working ever since.

• Increased the customer satisfaction.
• Increased the capacity and the effectiveness of the support agent team.
• Decreased the time of managing and administrating the call prioritizing.

Incentivized

• It keeps all side of our company connected
• Helps facilitate remote work

Incentivized