Infor Epiphany Review - why 2.8 stars?

Shlomi Lavi / updated: Feb 19, 2022

We publish unbiased reviews. Our opinions are our own and are not influenced by payments from advertisers. This content is reader-supported, which means if you leave your details with us we may earn a commission. Learn why ITQlick is free .

What is Infor Epiphany?

Infor Epiphany provides software for customer experience management. The solution includes modules that cover the full customer cycle from interaction, marketing, sales, service and optimization of the customer experience with the organization. Infor is a leading enterprise software provider that delivers solutions for multiple industries. In addition to CRM its portfolio includes Enterprise Asset & Performance Management, Human Capital Management, Product Lifecycle Management as well as Service & Supply Chain Management.

Who is it best for?

The Infor Epiphany software is a cross-industry solution which can be scaled for any size of business. It is offered as both an on-premise as well as a cloud based solution based on customer requirements.

This solution is meant for companies who are looking to develop and implement customer-centered growth strategies by developing continuous interaction with customers. Specifically Infor Epiphany provides a suite of tools which emphasize on long term customer satisfaction & loyalty in preference to short term sales conversions.

It helps the sales team to transform any interaction into a sale by providing relevant & historical information, while at the same time allowing greater productivity for customer service across multiple channels to improve response rates. In addition by providing tools to optimize customer interactions it helps those companies who want to ensure the best customer experience with a consistent interface, regardless of the medium of communication. There are numerous customers for Infor Epiphany worldwide and these include Bell Canada, Lapeyre, Navy Federal Credit Union and Tommy Bahama.

Main features and functionalities

Every time a company interacts with a customer it presents multiple opportunities to improve its business whether it is by generating new leads, selling new products or increasing an existing customer's satisfaction with the company.

Infor Epiphany helps companies achieve this with an integrated suite of tools to address marketing, sales, and service to customers that can help increase customer leads, retention, and revenue. The software helps customer-facing staff with detailed information and recommendations during every customer interaction to ensure the experience is fully optimized to achieve success for the business. The Infor Epiphany Service module helps companies ensure that customer service provides the best service by reducing response time and increasing first call problem resolution rates. Additionally it helps transform the customer service center into a service-to-sales center by earning improved loyalty and follow up sales, based on the high level of service provided.

With Epiphany Sales module a company’s sales team can get the relevant information they need to talk intelligently to customers and convince them to spend more. It does this by providing them with accurate customer information related to product, sales, history and service information along with pattern & trend analysis. In this way sales representatives can be well prepared for calls and more successful in closing sales. Then there is Infor Epiphany Marketing with which a company can conduct multi-channel marketing campaigns by analyzing customer data to create focused marketing strategies.

Finally there is the Infor Epiphany Interaction Advisor which is basically an intelligent assistant that helps companies predict customers' future preferences and behavior based on their real-time activity and past responses. This is beneficial in ensuring effective product and service offerings with greater chances of success and revenue conversion.

What is the actual cost?

ITQlick pricing score is 9.8 out of 10 (10 is most expensive). Access ITQlick pricing guide for Infor Epiphany.

Pros

• Infor Epiphany can be deployed as an on-premise, hosted or SaaS solution based on the customer’s requirements
• It has an Interaction Advisor module to help predict customers’ future preferences to maximize opportunities for revenue realization
• Infor Epiphany supports mobile device access such as smart phones and tablets
• The solution provides real time access to all relevant customer information and history to allow both sales and customer service to address customer requests quickly
• Customer driven product customization is supported within Infor Epiphany

Cons

• There will be companies that will have reservations about locating their sensitive customer information in the cloud based solution.
• Infor Epiphany does not offer different versions of its solutions with limited features which might be better for smaller companies looking for a low investment option.
• It does not offer a Free Trial for customers
• Infor Epiphany does not support social media integration
• Voice Call management is not supported in Infor Epiphany

How it stacks up?

Access a head to head analysis of Infor Epiphany vs alternative software solutions.

Frequently Asked Questions (FAQs)