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Omni-Channel Contact Centre

Omni-Channel Contact Centre Solutions

Providing a single solution, our Omni-Channel Contact Centre software allows you to engage seamlessly with customers on any channel and upgrade your existing voice infrastructure to Omni-Channel.

Be it calls; email; chat; social or mobile, mplsystems’ omni-channel solutions provide a one stop shop for queueing; skills based routing and management. Interactions are presented on an intelligent Agent Desktop interface, combining CRM customer service; guiding agents through complex processes to maximise efficiency and ensuring a fully joined up cross-channel experience. As standard, the core platform provides: IVR; call recording; workflow; extensive workforce optimisation; reporting and admin features.

Delivered on premise or in the cloud, mplsystems offer a complete range of customer contact solutions to transform your current call centre and deliver an Omni-Channel service.

intelligentContact from mplsystems

For the last 2 consecutive years, mplsystems have been identified as a Visionary in Gartner’s Magic Quadrant for Contact Centre as-a-Service (CCaaS) in Western Europe. Positioned furthest for completeness of vision, in the Visionaries Quadrant, this inclusion illustrates our unique capability to deliver true omni-channel customer service through our combination of advanced contact centre technology and Customer Service CRM on a configurable agent desktop.

  • Omni-Channel Contact Centre

    We offer a unique Omni-Channel Contact Centre solution, blending, queuing and routing for phone, email, chat, social and self-service channels.

  • Email Management Software

    Our email management allows businesses to transform their customer service by enabling them to respond to email enquiries faster & with better quality.

  • Chat & Messaging Apps

    Our live web chat software provides a quick to integrate, simple to use facility to blend chat, IM and SMS into your contact centre alongside calls, emails and social contact.

  • Contact Centre Telephony

    IFS-mplsystems’ platform incorporates all the ingredients of a traditional call centre ACD, but in addition provides the widest range of non-voice applications in the market

  • Outbound Dialling Software

    Seamlessly blend inbound calls with outbound campaign calls and scheduled call backs for maximum efficiency

  • Workforce Optimisation

    Empowering agents with the right skills and motivation involves a complex suite of diverse and integrated workforce optimisation tools.

  • Contact Centre Analytics

    IFS-mplsystems provide custom contact centre reporting & analytics tools to create full visibility of performance

  • Dashboards and Wallboards

    IFS-mplsystems provide fully customised contact centre dashboards & wallboards to create maximum visibility of performance for supervisors and team members