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  • Future-of-connected-field-service-conference-report-featured-

    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 […]

  • 2018 Service Predictions Reality

    IFS’ Global Service Management Industry...

    3rd January, 2018

    2018 Service Predictions: With an explosive growth in new technologies to gather and use data to optimise service delivery this will be at the heart of driving the service industry in 2018. IoT; in combination with digital twins; AI-powered service organisations and equipping users to service their own assets, are key trends that will impact […]

  • 2018 Service Predictions Reality

    2018 Service Predictions: How to Get There in Reality

    15th January, 2018

    2018 Service Predictions: How to Get There in Reality With an explosive growth in new technologies to gather and use data to optimise service delivery this will be at the heart of driving the service industry in 2018. IoT in combination with digital twins, AI-powered service organisations and equipping users to service their own assets […]

  • 2018 Service Prediction #3: Self-Service Growth by 50% by...

    15th January, 2018

    With an explosive growth in new technologies to gather and use data to optimise service delivery this will be at the heart of driving the service industry in 2018. IoT in combination with digital twins, AI-powered service organisations and equipping users to service their own assets are key trends impacting the service industry, predicts Mark […]

  • 2018 Service Prediction #2: AI-powered service calls to...

    8th January, 2018

    With an explosive growth in new technologies to gather and use data to optimise service delivery this will be at the heart of driving the service industry in 2018. IoT in combination with digital twins, AI-powered service organisations and equipping users to service their own assets are key trends impacting the service industry, predicts Mark […]

  • IoT and Digital Twins to Optimise Service

    2018 Service Prediction #1: IoT and Digital Twins to...

    3rd January, 2018

    IoT and Digital Twins to optimise service and drive the sector toward a data-driven 2018 With an explosive growth in new technologies to gather and use data to optimise service delivery this will be at the heart of driving the service industry in 2018. IoT in combination with digital twins, AI-powered service organisations and equipping […]

  • ERP and Big Data key investment areas for digital...

    16th November, 2017

    IFS, the global enterprise applications company, today announces the construction & contracting industry insights from its Digital Change Survey. The results show that companies are focused on driving process efficiencies through investments in technologies for digital transformation. The report outlines that the construction, engineering and infrastructure industry is characterized by its delivery of unique projects, […]

  • Customer Expectations

    Are You Ready for the Connected Customer? Pt3

    5th September, 2017

    PART 3: Exceed Customer Expectations Less than a quarter of field service organisations make effective use of data to drive decisions around productivity, customer experience and worker performance. However, every decision made within the company should be deliberated against a backdrop of the overall impact to the customer experience. The fact that customers are highly […]

  • Connected Company

    Are You Ready for the Connected Customer? Pt2

    31st August, 2017

    PART 2: How do Organisations Adapt? In order to cater for the connected customer, service organisations need to have the appropriate software. A solution that is flexible, so that it can also adapt with time, changing with the evolving demands and needs of the future customer, as well as meeting those of today’s. Mobility is […]

  • Connected Customer

    Are you Ready for the Connected Customer? Pt1

    21st August, 2017

    PART 1: What is a “Connected Customer”? Today’s generation are born with access to unlimited information from the internet. They grow up having their demands responded to by ever-increasing speed defining services.  A combination which shapes their mentality and way of life before they even begin to interact with service organisations for professional, or personal […]

  • IFS

    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 […]

  • mplsystems FSME17

    IFS-mplsystems return from Field Service Management Expo...

    26th June, 2017

    IFS-mplsystems FSME17: After a busy week at the Field Service Management Expo (FSME17), mplsystems are delighted to announce a new record of visitor numbers at their stand throughout the show. Taking place in ExCeL London over three days, the expo enjoyed particular success this year and will see a growth in the coming 12 months, […]

  • AESOP

    AESOP: Advanced Engineer Scheduling Optimisation &...

    6th June, 2017

    IFS-mplsystems transform field service efficiency with new AESOP scheduling & optimisation module: ensuring that organisations can offer rapid response to in-day jobs, provide precise time slots and manage delays, changes and overruns, all without compromising on workforce efficiency. What is it? IFS-mplsystems will be launching their pioneering AESOP scheduling and optimisation module at the Field […]

  • exhibit at the Field Service Management Expo

    IFS-mplsystems to Exhibit at the Field Service Management...

    30th May, 2017

    Offering Complete End-to-End Service Management Award-winning providers of field service management software, IFS-mplsystems, are to exhibit at the Field Service Management Expo this June on stand N650.  From their intelligent real-time scheduling, parts management and mobile app software, to their service management CRM and contact centre solutions, many top manufacturing and service companies across Europe, have successfully […]

  • Field Service Customer Mess

    Solving the Field Service Customer Mess

    23rd May, 2017

    THE PROBLEM Solving the Field Service Customer Mess: So many field service companies have tried to be organised and internally connected but have failed. In fact, most companies are at the stage where they have lots of different systems that work independently to each other, but they hold different aspects of data. For example, customer […]

  • Omni-Channel 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 […]

  • Intelligent Scheduling

    Instant job management & intelligent scheduling

    21st April, 2017

    The problem & solution of job management & intelligent scheduling within field service management  The majority of scheduling systems are too inflexible to deal with constant changes, e.g. customer requests; delays; overruns; etc. The consequence of this is that jobs are often pushed to the next day or back-logged even further. Additionally, service desk staff […]

  • Service Management Expo

    Service Management Expo becomes Field Service Management...

    13th April, 2017

    Service Management Expo has taken the decision to incorporate Field into their brand, and will now be known as Field Service Management Expo. The new identity will come into effect immediately in the lead up to their expo on 20-22 June, ExCeL London. The new identity is to reflect research into the industry to make […]

  • field service

    6) Consumers Will Gain Control Over Field Service

    20th December, 2016

    Consumers Will Gain Control Over Field Service:  As the year draws to a close, so does our prediction series for 2017. For our last trend, we predict that consumers will finally begin to get more control of how field service, be it repairs or maintenance, is provided for them. With companies moving towards getting the […]

  • Preventative Maintenance

    5) Preventative Maintenance Takes the Next Step Up

    13th December, 2016

    Preventative Maintenance Takes the Next Step Up: There has been lots of hype around the Internet of Things (IoT) and in order to gain a competitive advantage, companies now offer an incredibly improved customer service while utilising it.  Stepping into the New Year, we predict that we will start to see further real deployments of […]

  • Field Service

    IFS-mplsystems receives honourable mention in Gartner’s...

    9th December, 2016

    IFS-mplsystems, the contact centre and field service technology specialist, has been mentioned in Gartner’s new 2016 Field Service Management Report, [1], this is in addition to their listing as a Visionary in the October 2016 Magic Quadrant for Contact Centre as a Service (CCaaS), Western Europe and their inclusion the May 2016 Gartner Magic Quadrant […]

  • 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 Discuss The Future of Digital Field...

    1st June, 2016

    As with everything, digital self-service is changing, undergoing multiple advancements on a daily basis. How can the Facilities Management industry also adopt this way of business for the benefit of their customers? The mobile phone is transforming how customers expect to interact with service organisations. Consumers now expect their enquiries to be answered and problems […]

  • 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

  • The Highlights from Field Service Insight UK 2016

    30th March, 2016

    On the 9th March 2016, professionals in the Field Service sector gathered together at Grosvenor House hotel to attend the first Field Service Insight UK event.

  • 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”

  • Leading Furniture repair specialist, Ecomaster, selects...

    21st March, 2016

    After careful consideration and a detailed specification, Ecomaster embarked on the expertise of mplsystems, who were able to configure a solution around their exact requirements and business processes

  • 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.

  • How to…integrate the service desk and field engineers...

    29th February, 2016

    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 […]

  • 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 […]

  • Only 22 days to go until Field Service Insight UK | 9th...

    15th February, 2016

    Hosted by IFS-mplsystems, Field Service Insight UK is a brand new industry event that will be held on the 9th March 2016 at the Grosvenor House Hotel, London. The day will consist of a unique mix of presentations, interactive talks, customer case studies and networking opportunities for professionals in the field service management sector. Unlike […]

  • 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

  • Nick Frank announced as guest speaker at Field Service...

    20th January, 2016

    We are excited to announce Nick Frank, industry expert and Managing Partner of Si2 Partners, as one of our guest speakers.

  • Omni-Channel Engagement

    Richard Snow, Ventana Research, releases full review of...

    11th January, 2016

    Richard Snow, Ventana Research, releases full review of mplsystems customer experience technology

  • Brand new Field Service Insight UK event announced

    4th January, 2016

    The day will consist of a unique mix of presentations, interactive talks, customer case studies and networking opportunities for professionals in the field service management sector.

  • Top 3 Technology Trends for Field Service in 2016

    1st December, 2015

    mplsystems predicts we will see the use of mobile devices and the importance of integration grow 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

  • 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

  • Effortless Customer Experience

    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

  • 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.

  • IFS-mplsystems to Demonstrate Innovative Customer...

    24th August, 2015

    mplsystems to Demonstrate Innovative Customer Engagement Solutions at Customer Contact Expo 2015

  • 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.

  • 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

  • Gartner Magic Quadrant CRM

    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

  • Service Management

    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 […]

  • Customer Engagement Centre

    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 […]

  • 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 […]

  • 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 […]

  • implementing new software

    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 […]

  • contact centre performance metrics

    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 […]

  • 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 […]

  • IVR

    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 […]

  • Field service management technology innovator...

    20th April, 2014

    IFS-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: IFS-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 […]

  • 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 […]

  • Express Medicals deploys ‘appointment-to- results’,...

    22nd March, 2014

    Express Medicals, providers of occupational health medicals, drugs & alcohol testing services, has selected IFS-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 […]

  • New Integrated service management solution targets three...

    12th February, 2014

    IFS-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 […]

  • 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, […]

  • 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 IFS-mplsystems to replace an over-complex, previous generation Maximo scheduling system. The […]

  • net promoter score

    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. […]

  • field service apps

    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, field service apps, parts management and engineer scheduling activities, and will support […]

  • Service Management

    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. […]