IFS-mplsystems is an award-winning provider of Omni-Channel Contact Centre, Customer Engagement CRM and Field Service Management software.
At IFS–mplsystems, our vision is ‘to make complex service simple’: we design and deliver Omni-Channel Contact Centre, CRM Customer Service desktop and AI enabled Virtual Assistance solutions. Our unique, configurable unified agent desktop solution has transformed customer engagement for many of Europe’s top businesses by providing a 360-degree view of the customer, whilst managing voice; email; chat; social and mobile channels as a seamless omni-channel experience.
Our pioneering intelligent self-service solution is enabling customers to introduce Artificial Intelligence into customer service: automatically answering and processing email, chat and social media requests whilst also providing online virtual assistance. As a Visionary in Gartner’s Contact Centre as a Service Magic Quadrant for the last 3 consecutive years, we are trusted by many leading European organisations to manage their end-to-end Omni Channel Customer journeys.
What makes us really unique is the ability to configure these process-centric, integrated applications in a matter of weeks, as opposed to the months or years that is typical of alternative solutions, which involve expensive customisation and integration. This is what has made us the leading provider of customer and field service technology in Europe.
Established as a technology business in 2007, we were the first to market with the Unified Agent Desktop concept, bringing together Customer Service CRM; complex process support; multiple contact channels and enterprise customer data in a simple service management application. The unique “mashup” architecture is a contrast to the traditional CRM approach, as the objective is not to replace existing enterprise systems, but rather to present the service desk agent with relevant customer data at the appropriate point in the interaction, through an intuitive desktop application, ‘fit for purpose’ for the support centre.
Our Field Service software, spans workforce planning; mobile workers and stock and parts management and is trusted by many of Europe’s top field service organisations to transform customer experience. Our pioneering scheduling and planning engine, AESOP, uses self-learning genetic algorithms to deliver real-time optimisation in response to events such as traffic, overruns, weather and IoT data feeds. This Grant funded functionality has a massive impact on workforce efficiency and also customer experience, as appointments can be more accurately scheduled, delays managed and customers kept informed.
Artificial Intelligence (AI) is used widely by our clients to deliver smarter experiences and automate repetitive tasks. The award-winning NLP intelligentResponse technology will not only provide answers to a variety of questions and enable 2-way, multi-stage automated conversations, but will also process these tasks automatically. Blending human assisted service with robotic process automation, this technology ensures that organisations’ customer service can embrace AI without sacrificing the human touch.
Via the recent acquisition, mplsystems is now part of the IFS World group with offices worldwide. This has strengthened our reach and resources, bringing our end-to-end customer service software solution to the world-wide platform.
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