Top 3 Contact Centre Technology Trends for 2016
25th November, 2015
The New Year brings with it the perfect opportunity for businesses to review their current processes, realign objectives and decide what changes need to be made to improve overall business performance. And this is more important for the contact centre in 2016 than ever before as customers increasing demands don’t show any sign of slowing […]
Download the Report: Gartner Magic Quadrant for CCaaS,...
18th November, 2015
The CCaaS market is growing quickly and this is the first time Gartner have released a Magic Quadrant for CCaaS
The key drivers behind Cloud Contact Centre
16th November, 2015
mplsystems have highlighted the top 3 drivers of CCaaS and the benefits it could bring over a traditional premises-based contact centre platform.
Ensuring Business Continuity in the Contact Centre during...
11th November, 2015
mplsystems summarises three key technologies that can help ensure business continuity during these adverse weather conditions.
mplsystems release report following Facilities Management...
2nd November, 2015
To find out the current use of technology in the FM sector, mplsystems and FMJ undertook a research project throughout September 2015
6 Key requirements when buying, renewing or updating a CRM
2nd November, 2015
mplsystems outline the top 6 requirements a business should consider when buying, renewing or updating their CRM system in the contact centre
BREAKING NEWS: mplsystems Positioned as a Visionary in the...
20th October, 2015
mplsystems, announced today that they have been positioned as a Visionary in Gartner’s Magic Quadrant for Contact Centre as a Service
Highlights from Customer Contact Expo 2015
5th October, 2015
mplsystems have returned from CC Expo 2015 where we provided demonstrations of our innovative customer engagement solutions
The Future of the Contact Centre Agent: Could Automation...
1st October, 2015
Brand new research that predicts 1/3 of jobs in the UK are at risk from automation which includes call centre workers who are considered high risk
Self-service driving the effortless customer experience
28th September, 2015
If the self-service experience does not give the customer what they want immediately and accurately, they will refer back to the telephone
Getting Social Customer Experience Right
22nd September, 2015
Research suggests that within the next few years, the number of social interactions will be equal to the number of phone-based interactions
New White Paper: A Quick Guide to Omni-Channel Customer...
9th September, 2015
A new white paper covering the ambiguity of Multi-channel and Omni-channel customer service and why customer demand is driving these changes
mplsystems appoint Tony Rodda as new Business Development...
9th September, 2015
mplsystems announce Tony Rodda has joined the technology company to help further develop their growing portfolio of national accounts
mplsystems & FMJ Facilities Management Technology...
2nd September, 2015
mplsystems want to find out what technology is being used in the FM industry to help better understand how service delivery can be improved.
Customer Self-service: Speech vs. Text Automation
25th August, 2015
Whilst voice remains an essential part of customer service, businesses need to be focusing on channels such as chat, social and mobile
mplsystems to Demonstrate Innovative Customer Engagement...
24th August, 2015
mplsystems to Demonstrate Innovative Customer Engagement Solutions at Customer Contact Expo 2015
How will the internet of things (IoT) impact customer...
13th August, 2015
How will IoT impact customer service and how will it really change to the day to day running of the contact centre and the role of the agent?
mplsystems launch new responsive website
15th July, 2015
mplsystems announce the launch of their new website offering quick and easy access to the company’s unique customer contact solutions.
Multi-Channel Vs. Omni-Channel Customer Experience
25th May, 2015
Defining the difference between Omni-Channel and Multi-Channel customer service and why this change has happened in the contact centre world.
Mplsystems successfully host first Customer Conference at...
21st May, 2015
mplsystems hosted their first Customer Conference on 6th May 2015 at Grosvenor House for customers including HES, Car Shop and Global Blue.
Visit mplsystems on stand N1550 at the Service Management...
19th May, 2015
mplsystems will be demonstrating our end-to-end service management solution at Service Management Expo 2015 at London Excel
mplsystems Positioned in 2015 Gartner Magic Quadrant CRM...
13th May, 2015
mplsystems announced today that they have been named in the Gartner Magic Quadrant for CRM Customer Engagement Center 2015
Contact centre specialists, mplsystems, strengthens team...
12th May, 2015
mplsystems announce Adam Green has joined the company as a BDM to help further develop their growing portfolio of national accounts.
Choosing the right mobile devices for your field service...
11th March, 2015
The link between a mobile workforce empowered by mobile technology and delivering service excellence has become well and truly proven over the last few years. Manual, paper based processes are well and truly a thing of the past, as organisations look towards next generation mobile devices to help improve the communication and productivity of their […]
2015 Winter Warnings: Ensuring Business Continuity in the...
21st January, 2015
As the UK’s weather reports dominate the headlines, it looks like Britain is going to kick off 2015 with freezing gales, harsh frosts and even the possibility of snow. Although this might be exciting news for some people, organisations that are directly impacted by emergencies such as police, councils, insurance, facilities management and rescue services […]
mplsystems highlights 2015’s five key Customer Engagement...
15th January, 2015
Intelligent Agent Desktops, embedded customer care and greater support for text channels set to deliver a more joined-up customer experience for today’s digital, mobile and social network enabled customer contact environments mplsystems, the UK multi-channel contact technology specialist, believes that 2015 will be the year that truly configurable, mash-up powered Customer Engagement Centres start to […]
Extending the contact centre to improve sales and marketing...
6th January, 2015
From the first moment of contact, customers share a tremendous amount of information through the interactions they have with the contact centre. Not only are they providing information such as demographics, they are also providing important insight in to their purchasing preferences and product requirements. Whilst many organisations are now starting to realise the impact […]
How to…decide which solution is right for your contact...
8th December, 2014
Contact centre dialler technology was originally used to increase agent productivity by eliminating time taken for agents to make calls and disregarding non connected calls. But this solution resulted in many calls being abandoned, and customers left with a silent call. As a result of the increase in silent calls from contact centres, in 2006, […]
Midlands Contact Centre Forum networking event to be hosted...
25th November, 2014
mplsystems, the multi-channel contact centre and customer experience technology specialists, will be hosting the November networking event for the Midlands Contact Centre Forum, helping bring together key members of the region’s leading contact centres. The MCCF is the first ever contact centre working group for the Midlands region and offers support and knowledge sharing for […]
5 key steps to increase job satisfaction for multi-channel...
14th November, 2014
The idea of a blended agent in the contact centre environment is great, but if businesses don’t get the processes and associated technology right, it has a detrimental effect of job satisfaction for multi-channel agents. They become inundated with calls, emails and other channels of communication and perplexed by the amount of systems they have […]
Successfully handling Big Data in Healthcare
13th November, 2014
Big Data in healthcare is overwhelming not only because of its volume but also because of the diversity of data types and the speed at which it must be managed. It is estimated that 80% of this medical data is unstructured and resides in multiple places like individual EMRs, lab and imaging systems, physician notes, […]
Getting the retail customer journey back on track
12th October, 2014
Helping organisations get the retail customer journey back on track Despite clear evidence of the risks of remaining cautious, many UK retailers are still failing to unlock the power of Big Data and seize the opportunities that result from offering a truly joined-up service approach to their customers. “Our retail sector is hyper-competitive, and you […]
Leading provider selects healthcare customer experience...
10th October, 2014
Leading Northern Ireland-based healthcare provider The 3fivetwo Group has deployed a next generation healthcare customer experience management solution from mplsystems to support their growing volume of some 140,000 patient episodes each year. 3fivetwo was determined to provide its patients with an improved customer experience, particularly as its patient calls increased from 1,000 to 5,000 per week. […]
It’s time to do something about email for customer service
1st October, 2014
Email for customer service is still a critical part of customer engagement strategy Not so many years ago, growth in email for customer service heralded a revolution. However, unfortunately too few customer service operations geared up properly for email, their engagement processes remained unchanged, and their technology proved inadequate. For many organisations the problems started […]
How to….create, not recruit, super-agents
22nd September, 2014
Customers today are demanding a lot more from agents and as such contact centres are struggling to deliver. Customers now expect a single agent to be equipped to answer all of their questions and solve all of their issues in one call. For example when a customer calls with a technical question, they also expect […]
Research Results: What are the biggest challenges in your...
10th September, 2014
The Customer Contact Expo brought together the entire customer service and contact centre industry under one roof at Olympia London this year. With the leading organisations exhibiting at the show to an audience of over 5,000 decisions makers from all key industries, this was a great opportunity for mplsystems to conduct some market research. Working […]
CarShop turns to mplsystems for end-to-end retail CRM and...
2nd September, 2014
CarShop, the UKs leading Car Supermarket Group has selected mplsystems to provide an integrated CRM and multi channel contact system to support its nationwide sales operation. The new solution will integrate customer contacts from across CarShop’s multiple online, web chat, email, phone and face-to-face channels to provide a joined-up car buying experience for customers. CarShop […]
Best Product on Show Award: Customer Contact Expo 2014
19th August, 2014
Customer Contact Expo 2014 asks us: So what is intelligentContact’s WOW factor? The first question a customer asks is: What does your solution do? Unlike many other providers we turn this question on it’s head and ask them: What are you looking for? In a matter of days mplsystems can design and build a custom […]
Field Service: What is the biggest concern when...
23rd July, 2014
Across April and May of this year (2014) Field Service News in partnership with mplsystems undertook a research project to assess the current and future usage of field service and service management software. In the section “Looking Forward” respondents were asked to identify what they thought were the most important technologies likely to appear in […]
How to….produce seamless, customised contact centre...
21st July, 2014
Since the beginning of call centre operations, much has been written about the need to focus on efficiency measures such as call duration and effectiveness measures including conversion rate and first-time fix rate. Today contact centre performance metrics remains one of the biggest topics for contact centre professionals who continue to struggle not only to […]
Will generation Y make voice channels extinct in the...
17th July, 2014
Since the concept of a contact centre first came about, the telephone was the main channel of communication with only fax or white mail being offered as alternatives. However, as technology advances and customer demand increases, more channels such as social, email and messaging are being offered for customer service. This has transitioned the traditional […]
Text analytics solution helps organisations manage rapid...
10th July, 2014
mplsystems, the UK-based multi-channel customer contact technology specialist, has launched intelligentResponse – a powerful new automated response solution to help contact centres handle the anticipated flood of incoming text messages resulting from the growth in mobile apps, social media, web chat, email and Visual IVR channels – delivering enhanced service quality without increasing staff levels. […]
mplsystems secures grant from the UK Government Technology...
15th June, 2014
mplsystems, the UK multi-channel contact technology specialist, has won a major £250,000 grant from the UK Government’s Technology Strategy Board to accelerate the development of multi-channel textual analytics solutions for customer service applications. mplsystems’ R&D activities will focus on how next generation textual analytics technologies can be applied to today’s increasingly complex customer service environments. […]
European health and dietary products retailer, SENSILAB,...
23rd May, 2014
SENSILAB, one of Central & Eastern Europe’s leading multi-channel retailers of specialist homeopathic health and dietary products, has selected a comprehensive customer engagement technology solution from mplsystems to help deliver a unified retail experience for customers across its rapidly-growing business operations in Slovenia, Poland, Russia, Romania and Croatia. In selecting mplsystems, SENSILAB joins other leading […]
How to…take the frustration out of IVR
13th May, 2014
By now I am sure we all know what IVR is and have experienced it at some point in our lives. It’s the “interactive voice response” system that thousands of companies have implemented to handle incoming customer calls. The purpose of IVR is to save both time and money by making call routing more efficient […]
How to…integrate the service desk and field engineers...
1st May, 2014
With more and more businesses relying on a disparate workforce the need for the right technology becomes more and more important. We’ve already seen technologies such as cloud, mobile, social media and self-service start to extend the capabilities of field engineers, however, one that has had less focus until now is the increasing use of […]
mplsystems awarded place on G-Cloud 5 for its...
23rd April, 2014
mplsystems has announced that its innovative intelligentContact cloud-based customer contact solution is now on G-Cloud 5 and available to public sector organisations on a Software as a Service basis via CloudStore, the HM Government approved online marketplace. This platform allows anyone in public sector organisations to buy off-the-shelf cloud-based services on a pay as you […]
How to….successfully manage social media in the contact...
22nd April, 2014
Social media is having a major impact of the customer service industry and has transformed how and where customers are looking for help and advice, providing both significant challenges and major opportunities for businesses. In just a small space of time, social media customer service adoption has majorly changed; 62% of brands are replying to […]
Field service management technology innovator mplsystems...
20th April, 2014
mplsystems to demonstrate new dynamic ‘drag and drop’ scheduling technology at upcoming Service Management Expo, Stand 01500, 17-19th June, ExCeL 9th June 2014 – Warwick: mplsystems, developers of one of the industry’s most innovative field service management solutions, has joined The Building Futures Group – the newly formed facilities management association created from the merger […]
How to…make web chat work in your contact centre
17th April, 2014
Last year mplsystems wrote an article identifying seven key technology indicators for successful customer engagement in 2014. One of the key technologies was “putting web-chat to work in the contact centre” where we discussed how web chat can prove a powerful addition for customer engagement. According to Contact Babel’s 2013 UK survey of 210 Contact […]
How to….use video customer service in the contact centre
8th April, 2014
Video technology such as Skype and FaceTime have recently made a big impact on the way we are communicating in our personal lives. Naturally, like most other technology trends and with a new visual generation, it is only a matter of time before we start expecting to use this channel for many other purposes, including […]
mplsystems is voted Number One in Call Centre Helper’s...
1st April, 2014
mplsystems, the multi-channel contact centre technology specialist, has announced that its intelligentContact cloud-based solution has been voted the top technology in Call Centre Helper’s 2014 Contact Centre Technology award. Commenting on the 2014 Contact Centre Technology awards, Jonty Pearce, Editor of Call Centre Helper says, “These awards are voted on not by a panel of […]
mplsystems listed in Gartner’s new CRM Customer...
25th March, 2014
mplsystems, the multi-channel contact centre technology specialist, has been listed in the market overview section of Gartner’s new CRM Customer Engagement Centre (CEC) report and in the vendor categories for both the Web Customer Self-Service and Field Service Management sections of Gartner’s 2014 CRM Vendor Guide . The listing in the CRM vendor guide and […]
Express Medicals deploys ‘appointment-to- results’,...
22nd March, 2014
Express Medicals, providers of occupational health medicals, drugs & alcohol testing services, has selected mplsystems to deploy a cloud-based customer management system to automate its appointments and results processes. Express Medicals provides ‘fitness to work’ assessments for skilled workers, with 16 fixed clinics across the UK in addition to mobile operations. The solution is set […]
Global Blue selects multi-channel and customer experience...
25th February, 2014
Global Blue, the experts in international shopping and spending, has selected mplsystems to transform its network of multilingual contact centres, providing multi-channel contact technology and a customer experience desktop solution. Global Blue’s customer service operation handles inbound and outbound calls, and emails from some 270,000 travelling shoppers in over 40 countries. The new intelligentDesktop solution […]
mplsystems and GamCare shortlisted for 2014 European Call...
22nd February, 2014
Multi-channel contact centre technology specialist mplsystems has been shortlisted alongside its customer GamCare in the new Multi-Channel Customer Service category of the 2014 European Call Centre and Customer Service Awards. The shortlisting follows the news that mplsystems’ intelligentContact cloud-based multi-channel contact centre solution was ranked number 1 by users voting in Call Centre Helper’s 2014 […]
New Integrated service management solution targets three...
12th February, 2014
mplsystems has announced a new, integrated field service management solution that directly addresses the three main barriers to field service efficiency: combining disparate IT systems; enabling the scheduling of reactive jobs alongside planned tasks; and solving ongoing issues relating to lack of visibility of activities in the field. Key functionality includes a unified service desk […]
How to…gain a single view of the customer
8th February, 2014
Organisations talk about creating a single view of the customer, but often just end up implementing more disparate applications over time and bring them into their existing contact centre system. Although this may appear to work in the short term, communication channels are becoming more complex and disparate systems leave agents stitching things together. A […]
How to…manage big data in the contact centre
2nd February, 2014
Big data remains one of the biggest opportunities and challenges in the contact centre. In reality, this abundance of data can empower contact centres to help their customers and, ultimately boost the businesses’ bottom line, however many businesses are failing to manage this process effectively. Collecting the data, however, isn’t the problem, extracting value from […]
Putting customers back in control with Visual IVR
29th January, 2014
Customer contact technology specialist mplsystems is flipping the traditional B2C contact centre model with the introduction of a distinctive new Visual IVR capability that places control back in the hands of customers via their mobile apps. By building true Visual IVR functionality into mobile customer service apps, mplsystems provides organisations with a fast, simple and […]
Breaking down the Siloes
8th January, 2014
With every month that passes it seems as though there is a new channel for consumers to reach contact centres. The days when a call centre was just that – a room full of people on the phone – is long gone. Now, we need separate teams of agents handling e-mail, SMS, instant messaging, webchat, […]
How to…enhance customer experience through online web...
16th December, 2013
With the proliferation of mobile devices and the subsequent love for all things internet, consumers are increasingly turning to web self-service channels for their customer service entry point. ContactBabel reports that between 2011 and 2013, web chat between customers and agents has risen from 0.7% to 1.7% of all inbound traffic to UK contact centres. […]
How to…Future proof your contact centre against the rise...
27th November, 2013
Once a communication channel mostly associated to those of a younger generation, social media has grown at an unexpected rate throughout audiences of all generations and nationalities. As it crept its way in to the business environment, it started to become largely associated with PR and marketing teams who used it to increase their reach […]
How to….maintain customer service levels across channels
25th November, 2013
Did you know that nearly 70% of customers will leave a business if they don’t receive the customer service they expect? Further to this, according to an American Express survey in 2012, one person with a bad customer service experience will directly tell 53 other people about the experience via social media, who pass it […]
Is Social Media Confusing Customer Service?
11th November, 2013
Major businesses are complaining that Twitter is causing confusion and being used unnecessarily for customer service, wasting businesses time by asking questions that could be answered quickly by looking on the website FAQ page. But we have to ask the important question; why are customers turning to twitter in the first place? Is social media […]
Housing Association turns to mplsystems to optimise...
10th November, 2013
mplsystems’ intelligentDesktop helps agents handle calls from multiple social housing brands within Together Housing Group • Easily configurable desktop solution delivers the flexibility easily facilitates growth and enables internal tailoring as required November 2013: Together Housing Group, a leading provider of affordable rented homes across the North of England, has deployed a next generation contact […]
Leading building services maintenance group selects...
10th November, 2013
Statutory Support Services deploys mplsystems solution combining dynamic drag-and-drop scheduling, a comprehensive customer management portal and full integration of field engineer activities via mobile app. Statutory Support Services (UK), the specialist building services maintenance group, has selected a cloudbased,end-to-end field service management solution from mplsystems to replace an over-complex, previous generation Maximo scheduling system. The […]
How to…start using the Net Promoter Score
8th November, 2013
“How likely on a scale of one to ten would you be to recommend our services or products to a friend?” That is the basis of the Net Promoter Score (NPS). Invented by Fred Reicheld of Bain & Co in his 2006 book “The Ultimate Question”, NPS has rapidly gained traction in the corporate world. […]
A Fresh Approach to Customer Segmentation
2nd November, 2013
The idea of customer segmentation is not new, but the way that contact centres do it is currently changing in a subtle but important way. For many years now companies have profiled their customers, dividing them into different segments with a view to selling more products or services to them. Companies have tried to argue […]
Next gen agent desktop places social media integration at...
14th October, 2013
mplsystems, the multi-channel contact centre and customer experience technology specialists, has launched the next generation of its intelligentDesktop based agent desktop solution that provides customer service providers with even greater levels of support for their customer engagement activities. intelligentDesktop enables customer service operations to create and customise their own ‘smart’ agent desktops quickly, using a […]
How to…Increase job satisfaction for blended agents
8th October, 2013
The idea of a blended agent in the contact centre environment is great, but if businesses don’t get the processes and associated technology right, it has a detrimental effect of job satisfaction for blended agents. They become inundated with calls, emails and other channels of communication and perplexed by the amount of systems they have […]
Problem gaming charity GamCare unlocks channel flexibility...
25th September, 2013
GamCare – a specialist charity offering advice, support and free counselling for the prevention and treatment of problem gambling, has deployed a specialist contact centre solution incorporating intelligent agent desktop and webchat from mplsystems. The deployment will increase the charity’s client handling capacity without requiring additional specialist counsellors. GamCare operates a national telephone and online […]
Echo Managed Services invests in next generation contact...
25th September, 2013
Echo, a specialist contact management service provider, deploys latest intelligentDesktop and intelligentContact technology to deliver seamless multi-channel capabilities and smart agent desktops 6th November 2013 – Warwick: Echo Managed Services, the specialist contact management service provider, has selected a next generation, contact centre technology platform from mplsystems to optimise the delivery of multi-channel interactions for […]
Voice – going the way of the chequebook and fax machine?
1st August, 2013
In 2003, 90% of interactions were voice; by 2010 this had fallen to just 30%. Where will we be by 2016 and will anyone still be phoning companies? The decline of voice has transformed the contact centre industry almost beyond recognition. The PBX-based battery farms of 1990s horror stories have been replaced by cloud-based networks […]
Putting Big Data to work in the contact centre for a...
25th July, 2013
mplsystems, the multi-channel contact centre and customer experience technology specialists, is helping customer service organisations put the power of Big Data to work in their contact centres with the launch of its latest intelligentDesktop cloud-based agent desktop solution. The company’s new intelligentDesktop helps contact centres directly address the complexity of today’s ‘Omni-channel’ customer service environment, […]
How to….speed up your e-mail responses
24th July, 2013
How quickly do you answer e-mails that arrive in your inbox? How does it compare to your competitors? Is it quick enough? Research we conducted recently with Call Centre Helper revealed that only 19% of contact centres will answer e-mail within an hour; a startling 60% take more than a day to respond and 8% take more than five days. This […]
How to…Reduce Customer Effort in 4 steps
23rd July, 2013
We have seen how more and more companies are recognising the need to reduce customer effort. What does this mean for the contact centre? Well, there are four steps any contact centre can take to immediately reduce the amount of effort it asks of its customers: 1) Offer all channels. Don’t try to force customers […]
How to….use multi-way Web Chat so your clients can talk...
17th July, 2013
The strength of contact centre agents is that they’re always available; the weakness is that they’re not technical experts. The strength of field-based engineers is that they’re technical experts; the weakness is that they’re almost never available – they’re always out in the field either travelling to customers or busy with those customers. And that […]
How to…..ensure happy agents and customers
1st July, 2013
78% of agents need to use three or more applications to help a single customer, according to research from Call Centre Helper. A staggering 24% of agents need to use ten or more. All this searching through multiple databases not only demoralises those agents, it also leads to lower customer satisfaction in the form of increased […]
mplsystems to provide field service apps to TCS John Huxley
25th June, 2013
TCSJOHNHUXLEY, the global leader in the provision of casino equipment, has selected mplsystems to implement a next generation field service management solution to help optimise the performance of its European customer service and support operations. The mplsystems solution integrates customer contact, service management, parts management and engineer scheduling activities, and will support TCSJOHNHUXLEY in improving […]
How to….use automated messages to make web chat more...
13th June, 2013
Everybody loves webchat. Consumers love it – in fact according to Fifth Quadrant’s Consumer Preference Report 2012 the number of people citing webchat as their preferred contact channel has risen from 11% two years ago to 30% today. Among young people it is more popular than e-mail and second only to the phone. Companies love it because […]
Gartner lists mplsystems in new report detailing rise of...
12th June, 2013
mplsystems, the multi-channel contact centre and customer experience technology specialist, has been listed as a ‘good’ vendor in the Market Overview section of Gartner’s new Magic Quadrant for the CRM Customer Engagement Centre (CEC) report (1). This follows Gartner’s recent listing of mplsystems as one of just five European application specialists providing Contact Centre as […]
iMobile now delivering end-to-end, app-to-app service...
1st April, 2013
mplsystems, the service management cloud-based technology specialists, have extended their field service solution with the addition of powerful integrated mobile apps that support both client self-service and field worker activities. The company’s new iMobile functionality supports all major mobile platforms and allows field service management staff to minimise response times and reduce their administrative workloads. […]