BOOK A DEMO TODAY
0800 0931 474
mplsystems

About IFS-mplsystems

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 IFS-mplsystems 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, IFS-mplsystems 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 mplsystems’ 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 are 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.

 

BOOK A DEMO »

If you'd like any more information, please fill in your details below and we'll be in touch:

WHERE DID YOU HEAR ABOUT US?

SUCCESS STORIES »

Fitness First Transform Customer Service with a Unified Agent Desktop
Read more »

Metric Group increase service response times by 15%
Read more »

WEBINARS »

10 Clever Ways to Improve Contact Centre Performance
Read more »

WHITE PAPERS »

4 Key Factors that Define a Unified Agent Desktop
Read more »

7 Key steps to achieving customer service excellence in the service industry
Read more »

BROCHURES »

End-to-end Field Service Management
Download brochure »

LATEST NEWS »

AI-Powered Chat Infographic: How to measure your chatbot’s performance
23rd April, 2018
Read more »

Finding the Perfect Balance of AI & Agent-Assisted Service
11th April, 2018
Read more »

Cross-Functional Cooperation is the Key to AI Success
10th April, 2018
Read more »

  • mplsystems’ challenge was to convert the complexity of Babcock’s campaign requirement into a simple interface for Babcock’s contact centre agents

    Read More »

  • mplsystems works with Aviva and their partners on the design and deployment of individually branded ‘customer experience’ portals

    Read More »

  • The Unified Desktop solution from mplsystems allows Fitness First to aggregate relevant customer and transactional data from the company’s CRM.

    Read More »

  • IFS-mplsystems put in place an agent desktop solution drawing data from multiple systems including asset information and their ERP solution.

    Read More »

  • IFS-mplsystems used the power of smartphone technology to synchronise data between the mobile field workforce and both front and back-office operations.

    Read More »

  • IFS-mplsystems configured a solution to Studio Moderna’s exact requirements in social media, email and e-commerce contact handling

    Read More »

  • mplsystems designed a unique contact centre solution that brings together all calls from the multiple social housing brands within the group into one secure system.

    Read More »

  • IFS-mplsystems designed an innovative sales management and communication platform to provide the integration of all the channels required

    Read More »

  • IFS-mplsystems implemented an advanced customer contact solution that was flexible enough to manage the large amounts of bookings across multiple sites

    Read More »

  • IFS-mplsystems implemented a multi-channel, multi-lingual contact technology and intelligent desktop solution customised to meet global requirements

    Read More »

  • IFS-mplsystems technology enables automated scheduling of SSS UK’s field engineers, comprehensive service desk portal and an integrated mobile app

    Read More »

  • IFS-mplsystems provided leading healthcare retailer Sensilab with a truly integrated customer engagement CRM and sales agent desktop solution

    Read More »

  • field service apps

    TCSJOHNHUXLEY selected a cloud-based field service management solution that integrated service desk, dynamic scheduling and mobile field service

    Read More »

  • IFS-mplsystems’ solution allows calls and web chat to be blended across all agents to remove previous inefficiencies and to improve client service levels

    Read More »

  • The team at Woodhead One see our solution from mplsystems as a true differentiator and a feature that is now helping us win new business.

    Read More »

  • mplsystems’ challenge was to convert the complexity of Babcock’s campaign requirement into a simple interface for Babcock’s contact centre agents

    Read More »

  • mplsystems works with Aviva and their partners on the design and deployment of individually branded ‘customer experience’ portals

    Read More »

  • The Unified Desktop solution from mplsystems allows Fitness First to aggregate relevant customer and transactional data from the company’s CRM.

    Read More »

  • IFS-mplsystems put in place an agent desktop solution drawing data from multiple systems including asset information and their ERP solution.

    Read More »

  • IFS-mplsystems used the power of smartphone technology to synchronise data between the mobile field workforce and both front and back-office operations.

    Read More »

  • IFS-mplsystems configured a solution to Studio Moderna’s exact requirements in social media, email and e-commerce contact handling

    Read More »

  • mplsystems designed a unique contact centre solution that brings together all calls from the multiple social housing brands within the group into one secure system.

    Read More »

  • IFS-mplsystems designed an innovative sales management and communication platform to provide the integration of all the channels required

    Read More »

  • IFS-mplsystems implemented an advanced customer contact solution that was flexible enough to manage the large amounts of bookings across multiple sites

    Read More »

  • IFS-mplsystems implemented a multi-channel, multi-lingual contact technology and intelligent desktop solution customised to meet global requirements

    Read More »

  • IFS-mplsystems technology enables automated scheduling of SSS UK’s field engineers, comprehensive service desk portal and an integrated mobile app

    Read More »

  • IFS-mplsystems provided leading healthcare retailer Sensilab with a truly integrated customer engagement CRM and sales agent desktop solution

    Read More »

  • field service apps

    TCSJOHNHUXLEY selected a cloud-based field service management solution that integrated service desk, dynamic scheduling and mobile field service

    Read More »

  • IFS-mplsystems’ solution allows calls and web chat to be blended across all agents to remove previous inefficiencies and to improve client service levels

    Read More »

  • The team at Woodhead One see our solution from mplsystems as a true differentiator and a feature that is now helping us win new business.

    Read More »

  • mplsystems’ challenge was to convert the complexity of Babcock’s campaign requirement into a simple interface for Babcock’s contact centre agents

    Read More »

  • mplsystems works with Aviva and their partners on the design and deployment of individually branded ‘customer experience’ portals

    Read More »

  • The Unified Desktop solution from mplsystems allows Fitness First to aggregate relevant customer and transactional data from the company’s CRM.

    Read More »

  • IFS-mplsystems put in place an agent desktop solution drawing data from multiple systems including asset information and their ERP solution.

    Read More »

  • IFS-mplsystems used the power of smartphone technology to synchronise data between the mobile field workforce and both front and back-office operations.

    Read More »

  • IFS-mplsystems configured a solution to Studio Moderna’s exact requirements in social media, email and e-commerce contact handling

    Read More »

  • mplsystems designed a unique contact centre solution that brings together all calls from the multiple social housing brands within the group into one secure system.

    Read More »

  • IFS-mplsystems designed an innovative sales management and communication platform to provide the integration of all the channels required

    Read More »

  • IFS-mplsystems implemented an advanced customer contact solution that was flexible enough to manage the large amounts of bookings across multiple sites

    Read More »

  • IFS-mplsystems implemented a multi-channel, multi-lingual contact technology and intelligent desktop solution customised to meet global requirements

    Read More »

  • IFS-mplsystems technology enables automated scheduling of SSS UK’s field engineers, comprehensive service desk portal and an integrated mobile app

    Read More »

  • IFS-mplsystems provided leading healthcare retailer Sensilab with a truly integrated customer engagement CRM and sales agent desktop solution

    Read More »

  • field service apps

    TCSJOHNHUXLEY selected a cloud-based field service management solution that integrated service desk, dynamic scheduling and mobile field service

    Read More »

  • IFS-mplsystems’ solution allows calls and web chat to be blended across all agents to remove previous inefficiencies and to improve client service levels

    Read More »

  • The team at Woodhead One see our solution from mplsystems as a true differentiator and a feature that is now helping us win new business.

    Read More »