A Warwick technology firm which uses artificial intelligence (AI) to transform contact centres and improve the customer service experience is expanding as it grows its client base across the UK and overseas.
IFS-mplsystems, based at the University of Warwick Science Park’s Warwick Innovation Centre, in Gallows Hill, has taken on new staff after seeing significant revenue growth.
It was acquired by Swedish software company IFS last year after recognising that the innovative firm could strengthen its customer engagement and contact centre space offering.
IFS-mplsystems develops contact centre and self-service software, which uses AI to improve the speed and accuracy of resolving customer requests.
The customer service agent desktop software predicts customers’ needs and is able to draw information from a number of systems to ensure enquiries are answered quickly.
It is used by clients in a wide range of industries, including travel, manufacturing, retail, utilities and the service industry.
Since being acquired by IFS the company has gone on to strengthen its product, growing its client base and attracting big names from across the world including Kuoni Travel Group.
The firm is now developing the product further, strengthening its AI technology, and growing the team.
Susannah Richardson, of IFS-mplsystems, said: “Businesses are keen to offer customers a growing number of new channels for customer service, whether its calls, email, chat or social messaging.
“The issue is, this often leads to inconsistency and confusion for the customer and requires additional resources in the contact centre.
“Using our solution, the customer service advisor needs only one system to resolve all customer enquiries and the process of dealing with enquiries on multiple channels is seamless.
“Our product is unique in that it can draw information from a large number of disparate enterprise systems, so rather than agents having to search for data and updates, they are prompted with the information they need and are able to answer queries with more efficiency, speed and accuracy.
“It also uses AI to predict customers’ needs – for instance an emergency home repairs business could receive a call about a problem with a boiler, the agents desktop software will simultaneously display all the fault information coming direct from the boiler and will gather all contextual information producing a smoother experience.
“Finally, the software provides added value, compiling information to enable agents to offer customers other products and services that they may be interested in.
“Since being acquired by IFS we have seen substantial growth, being able to develop the product, grow the team and win a number of clients. We are now looking to develop the software further and continue expanding the team under our new brand, IFS Customer Engagement.”
Jane Talbot, centre manager at the Warwick Innovation Centre, added: “IFS-mplsystems has experienced a considerable amount of growth, attracting clients from across a range of sectors.
“It is excellent to see such innovative software being created at the Science Park, and it is exciting to hear about the upcoming developments.”