Contact Centre Technology
MPL intelligentContact
iContact is a family of multi-channel contact centre components which can be combined to provide a solution to an organisation’s specific challenges. Rather than having to integrate piecemeal technology from different vendors, or suffering the headache of adapting traditional, expensive off-shelf solutions, iContact can be offered as an integrated solution providing only the modules required, at an affordable cost. The agent is provided with an intelligent desktop which brings together the technology they need with relevant, real time customer data and processes from across the organisation so they can focus on communicating with the customer whilst data and process management is automated.
Download the iContact overview.
Consistent experience across multiple channels
The way we communicate has changed massively over the last 20 years; consumers and business users makes themselves heard through email, text, web and now social media. The challenge for any business is how to offer a consistent customer experience across all these channels. iContact offers a unique multi-channel solution integrating voice, email, web, fax, SMS and social media and providing queuing, routing and monitoring across these channels in an integrated way.
Modules can be purchased as an on premise solution or on demand – on a per seat/ per month basis hosted in the MPL Aurora Cloud:
- PBX/IP-PBX: supporting SIP to enable multi-vendor compatibility and SIP trunks
- Multi-media queuing and routing: prioritising and routing multiple contact types in a universal queue, be they voice, email or web based, to the correctly skilled agent
- Multi-Site routing: enabling Private Cloud Networks with central technology shared across virtual contact sites
- Knowledge management and dynamic scripting: simple web interface to guide the agent through interactions and give them real time data, contact history and FAQs
- Workflow and scheduling: integration of the agent desktop with data and processes across the business to maximise efficiency and minimise errors
- Microsoft Integration iContact integrates with Microsoft Dynamics CRM enabling agents to make calls directly from a Microsoft desktop. The multi-channel environment consolidates all customer interaction, giving agents easy access to all CRM information needed to manage requests. mplsystems has achieved Gold status in the Microsoft Partner Network.
- Call recording: all calls can be recorded and archived if required
- IVR and self-service: a range of automation options to minimise handling time
- Service quality monitoring and reporting: giving managers a wide variety of tools to ensure the quality of the customer experience via reports, dashboards and wall boards
- Coaching: on premise and homeworking training tools.
MPL intelligentDesktop: enhancing the Customer Experience
Once customer contact is established, a simple web interface, iDesktop, is used to guide the agent through the steps required to complete the interaction. Dynamic applications sit behind the agent interface which adapt to the conversation and requirements to fulfil the customer need. This dynamic software pulls and aggregates data from various front and back office and databases in real time and only presents relevant data tailored for the client.
Social media
Social media is the new face of customer service and so mplsystems has expanded the foundations of the product set to include social media channels in the unified customer service queue. Our Facebook Interaction Portal enables clients to respond to and influence customer perception of their brand, products and services in real time, supported by the insight that iWitness brings through social media monitoring.
Integral Resilience
iContact uses a patented architecture which enables contact events to be queued at multiple locations and re-routed to alternative locations as required. All centres are synchronised so that the platform can continue to operate if one site is eliminated.