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
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
Empowering agents with the right skills and motivation involves a complex suite of diverse and integrated workforce optimisation tools.
Contact Centre Analytics
mplsystems provide custom contact centre reporting & analytics tools to create full visibility of performance
Dashboards and Wallboards
mplsystems provide fully customised contact centre dashboards & wallboards to create maximum visibility of performance for supervisors and team members