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IFS Customer Engagement

IFS Customer Engagement

Overview

What is IFS Customer Engagement?

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.

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Recent Reviews
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Pricing

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What is IFS Customer Engagement?

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.

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Product Details

What is IFS Customer Engagement?

IFS Customer Engagement Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo
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Comparisons

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Reviews and Ratings

(5)

Reviews

(1-5 of 5)
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Thushitha A. Chandrasiri | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
IFS CE (Customer Engagement) addresses the complex and advanced call center functionalities in a service-type organization. It let the call center users (support users) effectively engage with the customers and customer users by almost all of the currently using conversation methods. Different customer users prefer different methods, so the desired and convenient method can be used as per the customer, for the communications to resolve the customer problem.
  • Have given the flexibility to use different types of communication methods.
  • Easy to be able to integrate with other software, mostly it's needed to integrate with ERP products.
  • Easy and high capacity on application configuration and personalization to the customer's user's needs.
  • Available on cloud.
  • User Interface is not much enriched.. hard to find which icons do what actions.
  • Need to write back end scripts for advanced configurations.
  • No mobile client for the IFS CE, to use it in mobiles.
When comparing the pros and cons of the IFS Customer Engagement application, I think the advantages of the applications are larger than the spaces for improvements. Other than the user interface (UX) being not much rich and friendly, and not being available as a mobile app, its functionalities are high and better, which supports most of the customer needs in the current service sector.
  • Multiple communication methods such as calls, emails, chat, etc.
  • Integration with the social media.
  • Ability for the manager to prioritize the calls/tickets logged.
  • High capacity for configuration.
  • 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.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
My company had no prior ERP system in place. There was a lot of paperwork resulting business operations and processes to take many days. End users have been a little reluctant to get adapted with IFS but with time they have got to know its functionalities and their work has been a lot easier and faster. IFS is an inclusive ERP addressing all functional areas.
  • Strong Supply Chain Module.
  • Asset Management Process is well addressed.
  • IFS Manufacturing Module.
  • IFS Human Resource Management Module needs improvement on Time Management, Employee Development and Recruitment sub-modules.
  • IFS Payroll module is off cloud, its functionality seems difficult compared to other IFS modules.
Most of the time, if any issues are faced, IFS representatives address those issue immediately as previous users have also faced them. But when we face a certain issue which is new to the IFS representative, and there is little help available on IFS community, it takes time to resolve.
  • Ship Building and Ship Repair are the most important features of IFS.
  • Very detailed configuration in the system.
  • End user satisfaction has subsequently increased.
  • Well Integrated services.
  • Companies with Manufacturing process have and edge.
IFS support system is satisfactory but there are some issues as the system provides standardized solutions, clients in Pakistan need lot of CRIMS to get their ultimate purpose fulfilled from the application.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Organization-wise centralized the business process and connect the departmental process and application component to view the holistic and deep-down information in report format. especially convert the manual shipbuilding process to automation and handle process through the application. It also helps shipbuilding departmental production processes and automize the process throughout the organization.
  • Asset Management Process.
  • Manufacturing Process.
  • Project Management Process.
  • Supply Chain Process.
  • Human Resource Management Process.
  • Payroll Management.
The project Management Module is very helpful. The manufacturing and Project Management component integrates via the application and smoothly work throughout the other module like budget management, service management, work management, store and part management, and HR management.
  • Ship Building.
  • Digital Transformation and Centralized the Business Process.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
There is no solution as adaptable as IFS customer engagement, centralized networking to provide support on a global level in real-time to provide the best experience possible. It has always been a lack of IT support for ERPs as support staff works in silos without any integrated approach whatsoever. Creating a concrete approach to enhance the satisfaction of customers through chat, calls, and messages ultimately wins over the client.
  • In case of any status changes if any perquisites are required so ICE portal always identifies and provides support.
  • Key expiry that a customer faces, ICE can also provide assistance.
  • Quick response on emails is sought, chat staff sometimes takes time.
In particular, its support feature is altogether very satisfactory when it comes to the help that is required in real-life scenarios. CRM is a big help when a customer seeks solutions for problems to run smooth processes without any hindrance, after omnichannel productivity rate of the support team has increased immensely and opened new and swift roots for the collective goal that is customer satisfaction.
  • On call assistance.
  • It's very optimistic for business when it comes to the satisfaction that support is with us for all the times and ultimately it increases the productivity altogether.
Rashish Manvar | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
In the Engineering department, We usually make a bill of material of the products, documents revision, export control of parts, product structure. Integrating data into IFS Customer Engagement with Production, assembly, and sourcing are our three most critical values. Our customers want a high level of flexibility, which we can only provide by using IFS as our business platform across all platforms. All regions have access to the same databases and processes.
  • IFS Cloud Customer Portal has opened up sales channels towards customers that we were not able to reach in the past.
  • Replacing older systems with a newer system. Beneficial to have all information in one place. Some additional information such as internal audits is positive to integrate into the ERP system.
  • IFS 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.
  • Screens containing several information fields are hard to visualize because the fields do not have any surrounding borders.
  • Some of the reporting functionality could be maybe more modern, but one sees development within IFS Customer Engagement so it probably is a matter of time before any desired changes are made, or worked around.
  • IFS Customer Engagement reports are transferable to Excel as data only or with the format selected for pdf reports. Sometimes it becomes too slow.
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.
  • IFS Customer Engagement continually builds innovation into the product. The breadth of functionality in the product eliminates the need for any 3rd party add-ons.
  • They have used SQL, and users can write a query for searching mass data. One of the best parts of IFS Customer Engagement, which I like most is that you can use it from any computer no need to download and install it.
  • Every department of the company are integrated so you can track where is your project is stuck and where you need to give attention. You should be able to achieve the project timeline with the help of IFS Customer Engagement. I have completed my project on time, so the customer is pleased.
  • IFS Customer Engagement has all the modules that cover all the business processes by organizations. It's like one software solution for all functions.
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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