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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 from real customers, these industry renowned awards are unique and provide an undeniable reflection of how technology is performing within real contact centres.

“We are delighted to be in the top 3 vendors for Call Centre Helper’s 2016 Technology Awards and particularly grateful to those who voted for intelligentContact as the best software, ahead of companies such as Aspect, Interactive Intelligence and Intelecom,” admitted Paul White, CEO at IFS-mplsystems. “The fact that many of the top 18 candidates for this award are specialists in cloud based multi-channel contact centre solutions illustrates IFS-mplsystems’ leadership in this growing market place. We are moving from success to success with our recent recognition by Gartner as a Visionary in their latest CCaaS Magic Quadrant in Europe.”

Amalgamating seamless management of voice; email; chat; social and mobile communications, together with CRM and back office automation in a uniquely configurable agent desktop solution, intelligentContact is the ideal delivery to transcend customer service within the contact centre. Customers sharing experiences such as; “Very intuitive and customisable… IFS-mplsystems’ ability to react and provide same-day feedback and updates to the CRM puts intelligentContact head and shoulders ahead of anything else in the price bracket,” highlights that the technology solution is truly delivering transformation within live contact centres across Europe.

 The award also reflects the benefits delivered by IFS-mplsystems’ self-service and virtual assistance module, intelligentResponse, which uses Natural Language Processing (NLP) to identify and process online; email or social requests automatically whilst seamlessly handing off complex issues to agent assisted service.

Jonty, Call Centre Helper’s Chief Editor, shares; “These awards are voted on not by a panel of ‘experts’ but by ‘real-life’ contact centres that are using the technology. Over 350 votes were received during the voting process and the detailed comments clearly show what customers love about the technology. intelligentContact was particularly singled out for being a versatile, robust product and for the team behind the solution – always thinking of ways to improve efficiencies.”

For further information about Call Centre Helper’s 2016 Technology Awards and for detailed customer feedback on intelligentContact, click here.

IntelligentContact provides an omni-channel contact centre solution for management of all contact channels including voice, email, web chat, social media, text and mobile. The platform incorporates all the ingredients of the traditional contact centre, including ACD, skills based routing, IVR, call recording and workforce optimisation, along with an advanced analytics engine and a flexible business rules engine to enable contact centre users to set up complex communication enabled business processes and case management rules. IFS-mplsystems uniquely combine this multi-channel contact functionality with advanced Customer Service and Sales CRM on a configurable Unified Agent desktop application. Available as both a premise and a cloud solution, intelligentContact has enabled our customers to transform agent efficiency and customer experience by combining contact centre and tailored CRM in a simple, intuitive application.

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