Our White Papers can be found below:
How are Artificial Intelligence & Virtual Assistance Changing the Contact Centre?
Contact centres will increasingly be subjected to dominance by Artificial Intelligence (AI) in the near future. In fact, Gartner predict that by 2020, 85% of customers will manage their relationship with an enterprise through such technologies.
Magic Quadrant for Contact Centre as a Service, Western Europe
The CCaaS market is growing quickly and this is the first time Gartner have released a Magic Quadrant for CCaaS. 10 providers were positioned on the Magic Quadrant.
A Best Practice Guide to: Self-Service and Automation
This white paper will discuss the different options for self-service to help establish which solution is best for the business and customers. mplsystems will explore what the future holds for self-service and give top tips of how to successfully implement self-service whilst highlighting common mistakes.
Facilities Management Technology Survey – The Results
To find out the current use of Facilities management technology, mplsystems and Facilities
Management Journal undertook a research project throughout September 2015.
A Quick Guide to Omni-Channel Customer Service
This white paper will explore the difference between Multi-channel and Omni-channel customer service and highlight how the growth in customer demand is driving the adoption of Omni-channel customer service.
4 Key Factors that Define a Unified Agent Desktop
In order to provide the level of customer service customers are now demanding, agents need to have instant access and full visibility of customer data from across the business from a single, easy to access place
7 Key Steps to Achieving Customer Service Excellence in the Service Industry
This paper discusses what customers expect from service delivery and how businesses can adapt processes & technology to improve customer service excellence
Top tips to make email, chat and mobile customer service cost-effective and responsive
Paul White, CEO of mplsystems discusses best practice for handling email, chat and mobile channels and how to efficiently manage these channels in the contact centre
Top 3 Self-Service Solutions for Field Service
mplsystems explore the transitioning role of the customer and how the proliferation of mobile devices has created a demand for self-service technologies
Social Email and Chat Best Practice
This white paper provides best practice for Social, Email and Chat in Contact Centres and highlights the issues to consider for an implementation strategy.
Software in Field Service: Benchmarking Report 2014
Across April and May of this year (2014) Field Service News in partnership with mplsystems undertook a research project to assess the current usage of software in field service.
Transforming Service Management Delivery
Although field service management technology has moved on leaps and bounds over the last 10 years, the reality is that the majority of organisations are failing to dramatically improve service levels.
Key Steps to a Seamless Retail Customer Experience
This paper looks at the key issues that are preventing retailers from delivering the seamless retail customer experience their customers are demanding
Improving Customer Experience by Simplifying the Desktop
This white paper discusses how simple changes to the agent desktop can dramatically improve the customer experience
and reduce inefficiencies
Scalable Contact Centre Solutions
Praveen Vemula, CTO, discusses how scalability and high availability are the essential in the contact centre and how to achieve this in a cost effective way
5 Steps to a Multi-Channel Contact Centre
This white papers outlines the five key steps to cost effectively achieving a multi-channel contact centre
Cloud Contact Centres: Shaping the cloud around your business requirements
This paper will explain what Cloud means in the context of contact centres, discuss the common concerns and how they can be addressed.