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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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intelligentMedia intelligentMedia™ (iMedia™) is a multimedia queuing and routing module. It handles all forms of communication media including email, click-to-chat, fax, SMS, workflow and escalation. Integrated skills based and priority routing can be configured to ensure all contacts are intelligently delivered to the most appropriate user. iMedia can integrate with an existing PBX (using EuroISDN, DPNSS or QSIG protocols) or can connect directly to an E1 link from your preferred telephony supplier. It provides any required voice recording or IVR support and contains sophisticated logic for skills based routing, multi-site operations, media-prioritisation, mid-call transfer, call recording, silent monitoring and coaching (whispering) as well as the tightest of CTI integration with the iContact application framework. Our powerful and unique multi-site distribution option has been achieved through mplSystems' multi-site queuing technology; iMedia uses IP protocols to route calls over multiple locations according to skills and availability. Calls can be queued at multiple sites and are automatically diverted during an emergency. In this way continuity of customer service is maintained.
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