Creative Contact Solutions
1000 Customers : 10 Countries : 16 Years Experience

Customer Experience Software

CRM Vs Customer Experience Software

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More than just a contact centre company, mplsystems has, over the years, built a wide range of software solutions to help businesses manage campaigns, sales operations, customer services and scheduling requirements. In an increasingly competitive market place, businesses need to differentiate themselves by rapidly launching new campaigns or service initiatives whilst minimising cost, risk and disruption to existing processes. mplsystems’ customer experience software can provide a veneer, which sits over existing back and front office systems, or all contact and customer management functionality which is brought together on the agent desktop.

There has been a shift away from large scale purchases of ‘off the shelf’ CRM software which often does not solve a specific business issue. The focus is now on Customer Experience Software which is designed to work with existing data and processes and provide an easy to use solution on an intelligent agent desktop.

mplsystems works with companies to understand the vision of what they are trying to achieve and puts a modular Customer Experience solution together which addresses their goals, with no need complex systems integration. Our modular, flexible software allows us to quickly design solutions around the organisation’s contact handling requirements and back office functions.

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  • intelligentDesktop: agents are provided with a customised, real-time desktop, which unifies existing databases and systems across the business. iDesktop provides a single view of the customer across the organisation, enabling the agent to access past and pending activities, be they billing, order management, claims handling or mortgage approvals. This multi-channel agent desktop provides a consistent experience across email, web or voice base contact.
  • Workflow: the contact agent is the face of the business; iDesktop not only provides consistency of data and service requests but also improves productivity by managing workflow, alongside other business processes. The typical contact centre model is for the agent to have several applications running on their desktop, all of which are likely to be needed to manage customer requests or outbound campaigns. This can lead to a lengthy and error prone process; add in the need to extract information from SAP, connect to an ERP system or interrogate a CRM database and what should be a simple exercise in providing good quality customer service becomes costly and confusing.
  • End User Configurability: iDesktop includes a powerful web applications tool which enables businesses to easily build or modify their own call handling and process management applications. Applications can be created through a drag and drop interface, without the need for programming knowledge, as demonstrated in the IVR Editor screen below.

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IVR Editor screen
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Customer Experience Applications

Our sector-specific tool kits include:

  • iServicedesk: create and manage the lifecycle of queries and issues across multiple communications channels; segment customers and guide agents with specifc rules, tracking, reporting and escalation procedures
  • iCampaigns: handle multiple complex outbound telemarketing campaigns; manage data and calling; benefit from dashboards and self-learning marketing knowledge banks
  • iScheduler: manage appointment setting based on shift patterns, skills, location and loading