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mplSystems' Winter Newsletter #2 out now 9th February 2010 Customer case studies, new products, partner news and more >> Studio Moderna Contract Win 9th December 2009 Significant contract win for a strategic 5 year solution with Studio Moderna's European operations. More >> Announcing iPhoenix 20th September 2009 mplSystems announces collaboration with Anodas Software (Zylog) at Call Centre Expo 2009. More >> iMobile - the intelligent way to stay connected 20th April 2009 mplSystems provides mobile data solution as an integrated part of its intelligentContact™ portfolio . More >> Innovative Thinking at Performance in People 18th March 2009 mplSystems provides integrated solution to support mystery shopping. More >>
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intelligentApplications intelligentApplications™ (iApplications™) is a library of application modules that have been built up over many years of contact centre operations experience. These application templates come with pre-configured screens, workflow, database structures and reports. Examples of intelligentApplications are:
iCampaigns The Campaign Manager helps the contact centre operate at its maximum potential by careful management of different priorities and contact media. It is unique because it can manage and prioritise all mainstream media types in a single universal queue as well and balancing inbound and outbound communications. The Campaign Manager differentiates between:
Typically, these contact types are prioritised by placing all scheduled outbound calls at the front of the queue and all sequential calls at the back of the queue. This drives maximum customer satisfaction whilst ensuring all available advisors are busy whenever possible. It is possible to change the relative priority of these contact types or just use one of the customer management approaches.
The diagram above shows how blended marketing campaigns can be managed. Traditional telemarketing or “Outbound Sequential Campaigns” are driven using a marketing contact list. As this is loaded into iContact using the iData module, it can be de-duped and augmented to existing information within the campaign. iData can also be used to dynamically change priority of the outbound calls during the execution of a campaign. In addition, contact centre advisors can set active appointments to call specific customers at specific times and this can be blended into the universal queue as shown on the right. Using the same method, inbound contacts can be prioritised and managed. All events are controlled in single queue for easy management and reporting. Skills based routing is used to pass the contact events to the appropriate advisor. Key Benefits
Key Features
iCalendar The appointment system allows the definition, creation and use of appointment, scheduling and diarising applications such as:
As well as the high degree of flexibility within this application, it is made all the more powerful by the fact that a range of integrated search and query mechanisms are available for use in iDesktop. It also manages contention for bookings or timeslots across all users of the application and not just across operators in a single contact centre.
Key Benefits
Key Features
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