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mplsystems included in Gartner’s Market Guide for Customer Service & Support Software, Europe

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 mplsystems, a leading provider of contact centre and customer service software has been listed as one of the representative vendors included.

“We are really thrilled to be included in this market guide, as we feel that it is a reflection of our pioneering technology that is transforming customer service and field service management across Europe;” shares mplsystems’ CEO, Paul White. “We are leading the way in enabling an omni-channel experience, whereby customers can seamlessly move from one channel to another; be it call, email, social, online or indeed mobile chat. Plus, our unique CRM Agent Desktop gives contact centre agents a complete view of the customer journey at a glance; thus helping many organisations who are struggling with complex processes and multiple systems within their service support division.”

Gartner states in the report that “the European market for CSS software has demonstrated a steady growth in all the key solution areas. This growth is expected to be sustained, as organisations continue to invest in improving their customer service and support across both traditional and digital channels. According to Gartner statistics, organisations in Europe spent more than $2.5 billion on CSS software in 2015; this is about one-third of the overall CRM software revenue in Europe for that year.” Gartner also note that, “As in other regions, CSS in Europe continues to be inconsistent as the customer moves from one interaction channel to another. The use of mobile and social with more traditional engagement channels (such as voice and email) in a seamless, consistent manner is still far away.”1

mplsystems’ inclusion in this market guide follows our listing as a Visionary in the October 2016 Magic Quadrant for Contact Centre as a Service (CCaaS), Western Europe and our inclusion the May 2016 Gartner Magic Quadrant for the CRM Customer Engagement Centre.

mplsystems’ software solution provides the bridge that is required to close this gap to provide a seamless customer journey as they transition between channels. Their growing presence in the market is reflected by the capabilities of their intelligentContact solution, which integrates with any back office system to create a seamless omni-channel experience for the customer. The solution is entirely configurable and therefore highly attractive in today’s segmented market where customer demands are continually increasing.

 

1 Gartner, Market Guide for Customer Service and Support Software, Europe, 08 December 2016

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

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