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Multi-channel contact centre solution across 21 countries

Studio Moderna is the leading multi-channel and e-commerce retailer in Central & Eastern Europe (CEE), Russia and Turkey. Following rapid growth, the organisation began to search for a next generation contact centre solution to future-proof its existing operations. Flexibility was a key requirement, with Studio Moderna requiring any solution to offer the agility needed to enable the retailer to grow in line with a business that targets some 400 million consumers across 21 countries with 24 contact centres and over 4,000 agents.

With Microsoft .NET technology at the heart of its IT strategy, Studio Moderna’s search led them to mplsystems and its intelligentContact and intelligentDesktop approach – a proven contact centre platform which would give them a multi-channel solution with market leading capability combined with the ability to customise to their own requirements and integrate seamlessly with existing systems and processes.

Bringing together a geographically-diverse operation

Studio Moderna’s major brand names include Dormeo, Rovus, Kosmodisk and more recently Bigfish. In addition to its core countries, these brands are also now being sold in the USA, Japan, UK, Korea, Australia, France and Italy. The company operates through a comprehensive e-commerce and a direct-to-consumer platform that includes home shopping and direct response television, local websites, catalogues, its own retail stores, contact centre operations and via a vast network of retail and wholesale partners. The company has 5,500 employees, and local offices in 21 different countries with a contact centre in each capital city where highly educated, multi-lingual agents provide pre- and post-sale customer services.

Innovative multi-channel contact centres

The quality of service provided by these centres is at the heart of Studio Moderna’s success with the centres constantly improving cross and upsell opportunities.

As the contact centre operation expands and new communication channels, such as web chat, email and social media become commonplace the company sought a solution that could integrate ecommerce effectively into its contact centres and through to Studio Moderna’s back office operations.

Adapting to an evolving market

mplsystems was chosen as the supplier, not just because it could bring the latest innovations in social media, email and e-commerce contact handling, but also because its system could be configured to Studio Moderna’s exact requirements, giving them the freedom to carry out their own operational modifications.

“Previously, we had always developed our systems in-house, giving us the convenience of not being reliant on an external supplier. However, working with an agile provider such as mplsystems gives us the same re-assurance and control as an in house development. Engaging mplsystems also offers us access to further best practice expertise – such as critical agent desktop capabilities – along with market leading contact functionality straight out of the box.”

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