Retail Shopping in the UK – Communication Channels of...
25th January, 2018
Communication Channels in the New Age Following a research survey conducted by YouGov, statistics show the most recent in communication channel preferences from retail consumers, especially during the busy time of sale shopping and gift returns. The results highlight that WebChat and other automated and/or self-service channels are on the rise, as customers opt to […]
Retail trends to unfold in 2018; innovative store concepts,...
18th January, 2018
In 2018 retailers will look to innovative store concepts, blockchain and supply chain transformation Digital is everywhere in retail today. The threat from more agile internet-based companies continues to drive traditional players to try innovative new approaches. Over the next year we will see innovative in-store education centers, more “endless aisles” concepts and blockchain for […]
Customer Service within the Retail Sector via AI-Powered...
3rd November, 2017
Instead of searching through a website or mobile app on their own, today’s consumers prefer to engage in conversation with AI-powered chat, whether that be in the form of chatbots or virtual assistants or messenger apps. An increasing number of consumers are turning to chat with the expectation of being answered immediately. In order to […]
IFS-mplsystems named a Visionary in the Gartner 2017 Magic...
25th October, 2017
IFS-mplsystems positioned furthest for completeness of vision within the Visionaries once again IFS-mplsystems, leading provider of contact center and customer engagement CRM technology, announces that Gartner named the company a Visionary in the October 2017 Gartner Magic Quadrant for Contact Center as a Service (CCaaS), Western Europe, for the third consecutive year. This recognition follows […]
Grouping Activities in the Contact Centre
21st September, 2017
‘Grouping Activities’, a feature of the unified agent desktop, plays an important role in saving the company money, time and embarrassment. Read below to find out what it is, what it does and how you can benefit from its employment in your software. ‘Grouping Activities’ > How it works: when a customer contacts customer service, […]
IFS extends leadership in Service Management with two...
1st August, 2017
Enhanced Service Management proposition from IFS now offers integrated omni-channel contact center management, providing a complete and connected end-to-end customer engagement solution IFS, the global enterprise applications company, today announces it has completed the acquisition of mplsystems Limited and Field Service Management Limited. mplsystems Limited is a provider of omni-channel contact center and customer engagement […]
An Analyst’ Perspective on mplsystems Optimising...
19th May, 2017
Ventana research analyst, Richard Snow, weighs up mplsystems’ contact centre software to see how well it optimises omni-channel engagement. Through extensive research into next generation contact centres in the cloud, Snow has found that undoubtedly, customer experience is the business differentiator driving all markets. Due to all actions being focused around the consumer, it is […]
mplsystems Included in the 2017 Magic Quadrant for the CRM...
19th May, 2017
Gartner’s May 2017 Magic Quadrant for the CRM Customer Engagement Centre May 2017, Warwick: mplsystems, leading provider of contact centre and field service technologies, announced their inclusion in Gartner’s May 2017 “Magic Quadrant for the CRM Customer Engagement Centre (CEC)” for the third consecutive year. This follows their inclusion as a Visionary in Gartner’s October […]
mplsystems Nominated for Contact Centre Technology Awards...
20th April, 2017
mplsystems are delighted to have been named a finalist in the 2017 Call Centre Helper Top 10 Contact Centre Technology Awards. We have been nominated for the technology awards this year for our IntelligentContact solution; bringing together both Omni-Channel Contact Centre and CRM Customer Service in a single agent desktop, the software provides a transformational […]
Integrating AI technology advancements into your contact...
23rd March, 2017
Integrating AI is the key to transforming customer service within the contact centre. The number of predictions and speculations about Artificial Intelligence (AI) replacing human workers in the contact centre is countless. But what percentage of truth is actually held in these? Susannah Richardson, mplsystems’ Market Research Director, explains that while there is weighting behind such […]
Mplsystems CEO, Paul White, will be joining expert panel...
23rd February, 2016
Mplsystems CEO, Paul White, will be joining Jonty Pearce, Colin Shaw and Peter Massey on the expert panel to help answer the audience’s questions on “Why your customers are contacting you and how you can best harness this information.” This is a brand new webinar series from Call Centre Helper that will address a series […]
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 Managed Services, 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 […]
Is Voice Customer Service Dying?
1st August, 2013
Is Voice Customer Service Dying? Is it’s fate going the way of the chequebook and fax machine? 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 […]
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 Email Responses
24th July, 2013
Speed up your email response times with the below 3 simple steps! 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 […]
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
How to…Ensure Happy Agents & Customers: 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 […]
How to….use automated messages to boost web chat...
13th June, 2013
Using Automated Messages to Boost Web Chat Efficiency Everybody loves web chat. Consumers love it – in fact according to Fifth Quadrant’s Consumer Preference Report 2012 the number of people citing web chat 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 […]
Gartner lists mplsystems in new report detailing rise of...
12th June, 2013
mplsystems, the omni-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 […]