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mplsystems Technology Overview

Multi-Channel Contact Centre

mplsystems offer all the ingredients of the Multi-Channel Contact Centre from skills based routing to call recording, reporting and workforce optimisation through to e-mail, chat and social media. This technology sits alongside the customer experience software which includes customer services, campaign modules and Intelligent Agent Desktop to create a customised Contact solution which is cost effective from 4 to 4000 seats.

Customer Experience Solutions

The distinctive combination of Multi-Channel contact and Customer Experience applications was recently recognised by Garter who listed mplsystems as a good vendor to consider in both their Cloud Contact and CRM Customer Service reports. From mobile customer service apps to social media tools, mplsystems offer a complete range of customer contact solutions all designed to sit alongside current call centre technology, transforming it into a future-proof multichannel contact centre.

Field Service Management Solution

Mplsystems are leaders in innovative end-to-end service management solutions, encompassing; customer self-service services, help desk software, advanced scheduling solutions and next generation mobile app for field based workers. Directly linking these key elements together allows organisations to effectively automate key processes and helps establish customised reporting from across the complete end-to-end process rather than individual elements, helping provide valuable insight in to business operations. With over 20 years’ experience in the industry, mplsystems can now boast an impressive customer portfolio including names such as Cofely, Babcock International and Ford Retail Online.

mplsystems technology overview