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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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People on Demand mplSystems operate a truly resilient solution based our patented ACD replication technology. This allows us to synchronise contact routing information across multiple sites as required. Combined with our outsourcing business this allows our technology customers to tap into our contact centre resources on demand. In this configuration your agent status and routing information is shared with our agent status and routing information. Based on specific business rules, that you define, the calls and events can be handled by our agents.
The diagram above shows how our People on Demand services can be used to handle out of hours calls or deal with peaks in demand (shown in orange). This is not simple overflow, we actually locate the correctly skilled agents in real time and route the calls to them. This provides some significant benefits to your contact centre operation:
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