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Contact Centre Telephony

Delivering Exceptional Contact Centre Telephony

Whilst new channels are constantly being added to the customer service environment, telephone remains the primary channel for customer enquiries. So whilst businesses look to implement and support new channels, they must also remain focused on contact centre telephony and how this can be continually improved as part of an Omni-channel customer service environment.

Managing voice and non-voice channel as part of a single Omni-Channel solution makes it easier for businesses to manage reporting and staffing across channels.

Clean, simple layout with drag & drop features for maximum efficiency

mplsystems’ award winning intelligentContact 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 and provides this as part of a single Omni-Channel solution.

Key features of mplsystems call handling:

  • Premise or cloud base ACD ensures callers are delivered to the right resource at the right time
  • Advanced queuing and skills based routing blending in a single solution for voice and non-voice channels
  • Balancing inbound calls alongside outbound call backs and campaign calls to ensure maximum utilisation of staff
  • Flexible IVR capability with simple editor tool to easily set up and modify flow and prompts
  • Reporting, analytical tools, dashboards and wallboards
  • Integration with existing telephony platforms and CRM systems
  • Coaching and monitoring tools and simple access to call recordings
  • CTI Integration as part of award winning CRM Customer Engagement Desktop

 

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SUCCESS STORIES »

Cofely achieve reduction in non-value-add calls by 2,000 a month
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Babcock International manage campaign data & lead generation in a single system
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WEBINARS »

10 Clever ways to improve call centre performance
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WHITE PAPERS »

5 Steps to a Multi-Channel Contact Centre
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Scalable Contact Centre Solutions
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LATEST NEWS »

AESOP: Advanced Engineer Scheduling Optimisation & Prediction
6th June, 2017
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mplsystems to Exhibit at the Field Service Management Expo this June
30th May, 2017
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Solving the Field Service Customer Mess
23rd May, 2017
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    Read More »

  • Gamestec

    The solution collapses the service desk, planning and dispatch functions into a single agent desktop enabling the contact centre to communicate directly with engineers’

    Read More »

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

    Read More »

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

    Read More »

  • 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 »

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

    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 »

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

    Read More »

  • Gamestec

    The solution collapses the service desk, planning and dispatch functions into a single agent desktop enabling the contact centre to communicate directly with engineers’

    Read More »

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

    Read More »

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

    Read More »

  • 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 »