IFS Customer Engagement vs. Mattersight Predictive Behavioral Routing (discontinued)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
IFS Customer Engagement
Score 8.8 out of 10
N/A
IFS Customer Engagement is based on the mplSystems Omni-Channel Contact Centre, now owned and supported by IFS since the August 2017 acquisition. It contains workforce optimization with messaging and email support emphasizing the needs of outbound call centers.N/A
Mattersight PBR
Score 6.0 out of 10
Enterprise companies (1,001+ employees)
The former Mattersight Predictive Behavioral Routing was a solution to route inbound calls to agents best able to handle any particular kind of call. The product is no longer available for sale since NICE System's acquisition of Mattersight.N/A
Pricing
IFS Customer EngagementMattersight Predictive Behavioral Routing (discontinued)
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
IFS Customer EngagementMattersight PBR
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
IFS Customer EngagementMattersight Predictive Behavioral Routing (discontinued)
Top Pros
Top Cons
Best Alternatives
IFS Customer EngagementMattersight Predictive Behavioral Routing (discontinued)
Small Businesses
Simplify360
Simplify360
Score 7.8 out of 10
8x8 Contact Center
8x8 Contact Center
Score 7.7 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Eleveo
Eleveo
Score 9.1 out of 10
Enterprises
Conversica
Conversica
Score 9.4 out of 10
Calabrio Teleopti WFM
Calabrio Teleopti WFM
Score 7.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
IFS Customer EngagementMattersight Predictive Behavioral Routing (discontinued)
Likelihood to Recommend
8.8
(5 ratings)
7.6
(4 ratings)
Usability
-
(0 ratings)
8.0
(1 ratings)
User Testimonials
IFS Customer EngagementMattersight Predictive Behavioral Routing (discontinued)
Likelihood to Recommend
IFS
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.
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Discontinued Products
Mattersight Predictive Behavioral Routing (PBR) would be very well suited for larger call/contact center environments. The overall benefit grows when there are many agents that handle similar call types. Additionally, the PBR database continues to grow. However, depending on the organization, getting the most of the benefits from the system requires the database to have phone numbers that are likely to call in to the center. Therefore, it would be beneficial for them to collect the calls that are being received so the phone numbers of future calls are in the database.
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Pros
IFS
  • Strong Supply Chain Module.
  • Asset Management Process is well addressed.
  • IFS Manufacturing Module.
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Discontinued Products
  • Routes callers to agents who have best fit for their personality (thereby increasing revenue and revenue retained).
  • Contains governors to minimize the impact on agents and customers during busy periods.
  • Ease of integration into our existing infrastructure.
  • Sales/support teams from Mattersight are fantastic.
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Cons
IFS
  • Quick response on emails is sought, chat staff sometimes takes time.
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Discontinued Products
  • ISG could use more in depth reporting that is available on demand.
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Alternatives Considered
IFS
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.
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Discontinued Products
The sales team was knowledgeable; easy to work with; their list of clients was impressive, and the cost was right. The free trial was essential to us testing the product.
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Return on Investment
IFS
  • 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.
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Discontinued Products
  • Positive ROI
  • Still assessing customer satisfaction
  • Still assessing employee satisfaction
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ScreenShots