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Highlights from Customer Contact Expo 2015

5th October, 2015

mplsystems have just returned from Customer Contact Expo 2015 at London Olympia where we provided demonstrations of our innovative customer engagement solutions, as positioned in the 2015 Gartner Magic Quadrant for CRM Customer Service Centre.

The team at mplsystems met some fantastic organisations and people over the two days at Customer Contact Expo and were able to gain real insight in to the emerging themes facing the industry. The key challenges centralised around better managing web chat, workflow and email management whilst on a whole we noticed an increase in organisations wanting to review their contact centre technology as a whole and learn how they can provide a better level of customer experience and better combine automation and self-service in their contact centre technology.

“As we have been exhibiting at the show for ten years, it is really interesting to see the changing requirements and challenges of the visiting organisations. This year we have seen a real increase in the amount of organisations who want to transform their customer service strategy and technology as a whole compared to previous years which tended to more isolated projects such as social media or web chat” Comments Susannah Richardson, Marketing Director at mplsystems. “mplsystems offer a complete Omni-channel contact centre solution which with its unique, configurable, modular approach which enables us to build engagement solutions around each organisations individual processes. As a result, our solution was very popular with those organisations who were looking to bring their contact centre technology together into a single application for agents.”

Our Sales Director, Jon Meredith presented on day 1 of the show in the Technology Solutions Theatre, presenting “Top tips to make email, chat and mobile cost effective and responsiveness”. Mplsystems were delighted that the topic was really popular and managed to fill the theatre with a captivated audience. This was followed by Susannah Richardson’s presentation on day two in the Future Solutions Theatre which discussed “The future of self-service: Blending Virtual Assistants and Automated Chat in to your contact centre”. This was a very popular topic which not only filled the theatre but was announced as the most popular theatre presentation of the event.

If you were unable to visit Customer Contact Expo 2015 but would like to know more about mplsystems’ solutions and see a demonstration of our solutions please do get in touch and we would be happy to provide a web demonstration or come and visit you to discuss your requirements.

 

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