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Omni-Channel Engagement

An Analyst’ Perspective on mplsystems Optimising Omni-Channel Engagement

19th May, 2017

Ventana research analyst, Richard Snow, weighs up mplsystems’ contact centre software to see how well it optimises omni-channel engagement.  Through extensive research into next generation contact centres in the cloud, Snow has found that undoubtedly, customer experience is the business differentiator driving all markets.

Due to all actions being focused around the consumer, it is imperative that customer engagement is right at every touch point, now more than ever. Their research also showed that while companies are supporting more channels of engagement, many are struggling to integrate systems and engagement channels and very few, are successfully offering omni-channel customer service.

One U.K. vendor, mplsystems … is the only one I am aware of that includes CRM as part of its portfolio and thus is able to provide a suite that includes an omni-channel contact centre, Customer Service CRM and Field Service Management. The mplsystems contact centre in the cloud includes routing of telephony, email, chat, social and self-service channels based on the same rules, as well as extensive tools to manage email and chat, messaging apps, outbound dialling and campaign management, workforce optimisation, contact centre analytics and tools to create dashboards and wall boards.

Read Snow’s full article; mplsystems Optimises Omni-Channel Engagement; here.

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