Customer Services

MPL intelligentContact – the complete customer services application

Customer service is no longer about call centre agents fielding issues and requests. Businesses understand that, by enhancing the experience, customer service determines loyalty and creates advocates.

Technology is transforming customer service; multi-channel centres route all media types (calls, web, email) in single queues and customers may be segmented based on criteria and then queued, routed and dealt with according to specifc rules. 24/7 support is required, often provided by geographically dispersed, networked contact centres.

With the advent of social media, companies have to radically re-think customer service; 78% of consumers trust what their peers say whilst only 18% trust TV advertising, so finding advocates of your products and services is vital. Contact centres are going beyond voice, email and web portal support and embracing social media.

Segmenting customers and providing client specific care

Integral to iContact is a complete customer services application which can be used to create and manage the life cycle of a customer issue. When a client contacts an organisation via their media channel of choice, the request is associated with their record and a ‘ticket’ delivered to the most appropriate agent via skills based routing. The agent is then guided through the process of resolving the ticket according to client specifc rules.

Real time reporting and data clarity

The application integrates with existing databases and systems across the front and back office pulls relevant client data to the agent desktop. This ensures real time reporting, tracking and data clarity across the organisation. Customers are no longer passed from one department to another or left holding whilst an agent manipulates multiple applications. The agent has a real time view of client tickets across the organisation and has visibility of relevant data and processes needed to resolve queries.

24/7 support

iContact can be deployed as a private cloud enabling geographically dispersed centres to operate as a single virtual entity. Contact events can be queued at multiple locations; if all agents are busy then calls can be automatically re-routed to the next available centre. From a single server location, mplsystems provides customer care solutions for businesses with contact centres across continents.

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 MPL Socialise brings through social media monitoring.

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