Future of Customer Service Report 2018 Published in The...
10th May, 2018
Future of Customer Service: a special report by Raconteur, published in The Times, delves into key issues which are shaping the customer service industry today and in the not-so-distant future. Bringing together some of the latest industry research and statistics, the report identifies the biggest trends and disruptors impacting customer service in the next 12 months. […]
How to measure your chatbot’s performance
23rd April, 2018
With deployments of chatbots soaring sky high in the mass of AI-powered technology within customer service, it is imperative to know what metrics and KPIs you are looking for. This infographic summarises all the crucial points that you should be aware of. Download full infographic
Finding the Perfect Balance of AI & Agent-Assisted...
11th April, 2018
Finding the Perfect Balance of AI & Agent-Assisted Service While there isn’t a specific threshold for “too much” or “too little” artificial intelligence, every organisation should take great care to ensure that the use of AI is complementary to their existing customer experience and aligns with both the customer’s and agent’s expectations. For AI […]
Cross-Functional Cooperation is the Key to AI Success
10th April, 2018
Cross-Functional Cooperation is the Key to AI Success When you ask customers what they want from their experiences with your organisation, simplicity and ease top their list. Furthermore, they want to know that they can trust whomever is providing them with service. For those reasons, customers may respond negatively when they realise that a […]
The First Step to Integrating AI in your Customer Experience
6th April, 2018
Integrating AI into your Customer Experience When adding artificial intelligence to your organisation, the best first step is to create a plan for integrating AI and robotics into the omni-channel experience that you’ve already developed. It doesn’t mean that you need to change everything about the customer experience just because you’re implementing new capabilities. In […]
IFS-mplsystems Nominated for the Call Centre Helper...
28th March, 2018
We are delighted to have been shortlisted for the Call Centre Helper Top 10 Technology Awards 2018 for our intelligentContact solution. The Top 10 Technology Awards were founded to recognise the best products on the market and help contact centre managers make informed decisions about the technologies they invest in. The winner is voted for by customers […]
The Future of Connected Field Service: Read our review
20th March, 2018
Leading experts – an industry hungry for connected service – and an ambitious agenda drew in a sizeable audience from field service, contact centres and manufacturing to Walton Hall in Warwickshire on the 8th March. The signs all pointed to a great event. The event centred around a common theme, the struggle many service organisations across […]
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 IFS-mplsystems Optimising...
19th May, 2017
Ventana research analyst, Richard Snow, weighs up IFS-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 […]
IFS-mplsystems Included in the 2017 Magic Quadrant for the...
19th May, 2017
Gartner’s May 2017 Magic Quadrant for the CRM Customer Engagement Centre May 2017, Warwick: IFS-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 2016 […]
IFS-mplsystems Nominated for Contact Centre Technology...
20th April, 2017
IFS-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 […]
One Customer, How Many Agents?
15th February, 2017
Putting aside the hype, are retailers managing to deliver an Omni-Channel experience? Is this consumer experience familiar to you? As a consumer, a couple of weeks ago, I purchased a product (the details of which are not important) from a well-known and large in size retail brand. While using it in it’s fairly new state, […]
IFS-mplsystems & injixo integration to transform...
31st January, 2017
IFS-mplsystems & injixo integration to transform productivity in contact centres: Combining IFS-mplsystems’ pioneering contact centre and customer service technology with injixo’s workforce management software, the integrated solution brings a dynamic collaboration for improved productivity and customer experience. The first of several customers to benefit, is a leading business process outsourcing organisation. Now with IFS-mplsystems’ unified agent […]
The Future of Intelligent Customer Routing
17th January, 2017
Routing customer queries to the best skilled agent to deal with them is the foundation of every contact centre. As consumers continue to increase the amount of channels they communicate with the company via, it becomes increasingly difficult, and yet crucial, for contact centres to assign them in a timely manner. For example: after speaking […]
IFS-mplsystems included in Gartner’s Market Guide for...
3rd January, 2017
Gartner have published a new guide that analyses the market for several categories of software, including CRM customer engagement centres (CECs); CEC workforce optimisation (WFO); field service management software; and other point software solutions. This guide provides a view of the market and its dynamics, and we are pleased to announce that IFS-mplsystems, a leading […]
4) Social Media’s Relevance Hangs in the Balance
6th December, 2016
Social Media’s Relevance Hangs in the Balance: Between 2013 & 2016, the number of businesses choosing to use social media as a customer service channel decreased from 36% to 29%. Without the right solution set up, it can often take too long to address issues and so the customer becomes frustrated waiting. As opinion stands today, […]
3) Stronger Omni-Channel Integration
29th November, 2016
Stronger Omni-Channel Integration: Omni-channel is a term that started off as a buzz word and has now transpired into a concept that customers expect to find and that companies continually strive but fail to implement well. So many businesses are still working in separate silos when it comes to handling communication from different channels. It is […]
2) Messaging Apps & Support
22nd November, 2016
Messaging Apps & Support: Leading on from our first prediction for the customer service trends of 2017, our second, is that of the messaging apps & support that is offered through them. During the course of this last year, it has become increasingly popular for customers to be talking to companies over WhatsApp or Facebook […]
1) Intelligent Self-Service Options
15th November, 2016
Intelligent Self-Service Options: Throughout 2016, customer service has spread across conventional, private and social communication channels even further than ever. With each year bringing savvier customers, they now enter the service and support arena with a variety of possible context, knowledge and skill. Service itself has adapted to this so that it now engages with […]
Customer Service Predictions 2017
15th November, 2016
In the 6 weeks countdown to the festivities that claimed the last of 2016 as we knew it, we took a look at what customer service technology trends hold in store for us in the new year. While there were many points of interest being thrown into the mix, we pinpointed what we believed to be […]
IFS-mplsystems named Visionary once again in Gartner’s...
3rd November, 2016
IFS-mplsystems, leading provider of contact centre and field service technologies, announce for the second consecutive year that they have been identified as a Visionary in Gartner’s 2016 Magic Quadrant for Contact Centre as-a-Service (CCaaS) for Western Europe. Once again the company was positioned furthest for completeness of vision in the Visionaries quadrant. This news follows […]
Record Numbers at Customer Contact Expo for IFS-mplsystems
6th October, 2016
Returning from Customer Contact Expo, mplsystems are delighted to announce a record breaking number of visitors this year. The show took place in London’s Olympia over two days last week and enjoyed heightened success after merging with ecommerce expo and TFM. The mplsystems team were on hand providing demonstrations of our software solution, intelligentContact, with […]
IFS-mplsystems’ intelligentResponse Software Overview
19th September, 2016
intelligentResponse with Developments that will Make Responding to Multi-Media Customers Easier IFS-mplsystems’ intelligentResponse solution encompasses an extensive array of features that allow and help the agent to surpass the customer’s expectations. Embedded within the module, is the automation of email customer service processing; web chat and social media. Contact centres no longer have to rely on […]
Will Virtual Assistance Eradicate Human Agents in the...
12th September, 2016
Virtual assistance (VA) and digital self-service technologies are predicted to have the greatest impact within customer service centres going forward. With more and more enquiries coming through a range of live channels, it is paramount for companies to be where their customers are and also to meet their ever increasing expectations. The only way to […]
IFS-MPLSYSTEMS VOTED IN THE TOP 3 2016 TOP CONTACT CENTRE...
15th September, 2016
The winners of Call Centre Helper’s Technology Awards have just been announced and yes, you guessed it, IFS-mplsystems have come in the top 3 once again. Winners of the 2014 award, IFS-mplsystems are the only vendor to be voted in the Top 3 in the last two consecutive evaluations. With the judging panel made purely […]
IFS-mplsystems to Exhibit at Customer Contact Expo 2016
6th September, 2016
The Customer Contact Expo returns this year, at London Olympia from 28 to 29 September. IFS-mplsystems, award winning provider of Omni-Channel Contact Centre and CRM Customer Service technology, will be exhibiting their intelligentContact software solution at the show on stand number C610. IntelligentContact provides seamless management and routing for all voice, email, chat, social and mobile […]
IFS-mplsystems expands sales team with new appointment
30th June, 2016
IFS-mplsystems appoint Dave Ormston as Director of Customer Success IFS-mplsystems, specialist contact centre and field service technology providers, have announced Dave Ormston has joined the company to expand their rapidly growing sales team. Dave joins us from a private Consultancy firm, where he worked with many large and global clients, maximising their value through expert […]
Engaging Customer Relationships & Experiences in the...
9th June, 2016
Today, ‘Customer Engagement’ has become a common ‘buzz-term’ which all businesses are striving to prove that they epitomise. However, what does it actually mean to strike a strategy that has customer engagement at the forefront at all times? It is true that the continuous growth of the digital age brings customer empowerment, and therefore engagement, […]
IFS-mplsystems positioned in the 2016 Gartner Magic...
2nd June, 2016
June 2016, Warwick: IFS-mplsystems, leaders in contact centre and field service technologies, today announced their inclusion in Gartner’s 04 May 2016 “Magic Quadrant” – for the CRM Customer Engagement Centre. This positioning follows their inclusion as a Visionary in Gartner’s 15 October 2015 Magic Quadrant for Contact Centre as a Service (CCaaS) Western Europe, making them […]
IFS-mplsystems secures funding award from the UK’s...
6th May, 2016
IFS-mplsystems,the leading provider of field service management solutions, have announced that they have just won their second funding award from the UK’s innovation agency, Innovate UK. The ‘Advanced Engineer Scheduling Optimisation & Prediction’ (AESOP) project will prototype a pioneering customer service application to enable real-time responsive optimisation of field service technicians using Internet of Things […]
IFS-mplsystems announce growth in Software as a Service...
31st March, 2016
Mplsystems, the leading providers of contact centre, customer service CRM and field service solutions have announced a 60% growth in software as a service projects in 2015
Understanding why your customers are contacting you –...
29th March, 2016
On 17th March 2016 Paul White, CEO, mplsystems joined Call Centre Helper and an expert panel for a webinar to discuss “Why your customers are contacting you”
NEW CASE STUDY: CarShop transform the customer experience...
18th March, 2016
CarShop knew their processes could be more efficient and they needed to provide the seamless, Omni-channel experience consumers now expect.
IFS-mplsystems strengthens Project Management team with new...
29th February, 2016
Mplsystems, specialist contact centre and field service technology providers, have announced Tim Knott has joined the company to expand their rapidly growing project management team.
IFS-mplsystems CEO, Paul White, will be joining expert...
23rd February, 2016
IFS-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 […]
Together Housing successfully deploy web chat solution from...
12th February, 2016
Phase two of the project introduced an advanced web chat function, alongside their existing telephone and email channels
Richard Snow, Ventana Research, releases full review of...
11th January, 2016
Richard Snow, Ventana Research, releases full review of mplsystems customer experience technology
Top 3 Contact Centre Technology Trends for 2016
25th November, 2015
mplsystems outline what they believe will be the top contact centre technology trends to help meet customer demand in 2016
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.
IFS-mplsystems release report following Facilities...
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: IFS-mplsystems Positioned as a Visionary in...
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
IFS-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
IFS-mplsystems to Demonstrate Innovative Customer...
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?
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.
IFS-mplsystems successfully host first Customer Conference...
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 IFS-mplsystems on stand N1550 at the Service...
19th May, 2015
mplsystems will be demonstrating our end-to-end service management solution at Service Management Expo 2015 at London Excel
IFS-mplsystems Positioned in 2015 Gartner Magic Quadrant...
13th May, 2015
mplsystems announced today that they have been named in the Gartner Magic Quadrant for CRM Customer Engagement Center 2015
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 […]
IFS-mplsystems highlights 2015’s five key Customer...
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 IFS-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
IFS-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 […]
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 IFS-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 IFS-mplsystems to conduct some market research. Working […]
CarShop turns to IFS-mplsystems for end-to-end retail CRM...
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 IFS-mplsystems can design and build a custom […]
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. […]
IFS-mplsystems secures grant from the UK Government...
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 IFS-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 IFS-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 […]
IFS-mplsystems awarded place on G-Cloud 5 for its...
23rd April, 2014
IFS-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 […]
How to…make web chat work in your contact centre
17th April, 2014
Last year IFS-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 […]
IFS-mplsystems is voted Number One in Call Centre...
1st April, 2014
IFS-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 […]
IFS-mplsystems listed in Gartner’s new CRM Customer...
25th March, 2014
IFS-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 […]
Global Blue selects multi-channel and customer experience...
25th February, 2014
Global Blue, the experts in international shopping and spending, has selected IFS-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 […]
IFS-mplsystems and GamCare shortlisted for 2014 European...
22nd February, 2014
Multi-channel contact centre technology specialist IFS-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 IFS-mplsystems’ intelligentContact cloud-based multi-channel contact centre solution was ranked number 1 by users voting in Call Centre Helper’s 2014 […]
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 IFS-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, IFS-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 IFS-mplsystems to optimise...
10th November, 2013
IFS-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 […]
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
IFS-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 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 […]