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White Papers

Our White Papers can be found below:

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  • Chatbots

    A Quick Guide to…AI, Virtual Assistance & Chatbots in the Contact Centre

    The age of automation has dawned, and the innovative technology behind it, Artificial Intelligence (AI), is increasingly prevalent in the workplace. In the customer service and support sector, Gartner predicts that by 2020, 25% of operations will integrate technologies across engagement channels, compared with the current 10%.

  • Contact Centre

    Gartner 2017 Magic Quadrant for Contact centre as a Service (CCaaS), W. Europe

    Recognising that the Western European Contact Centre as a Service (CCaaS) market is maturing, Gartner have published a Magic Quadrant to analyse the range of competitive offerings to customer service organisations. This year, Gartner assess 10 solution vendors to help you make the right choice for your business model. Aiding companies navigating their way round […]

  • boost efficiency

    Mobile App Features that will Transform the Efficiency of your Field Based Workforce

    In an age dictated by fierce competition and autonomous consumers with reduced loyalty, getting the mobile solution for your field workers is key to boost efficiency, transform the customer experience and increase operational efficiency. Our whitepaper outlines the 8 simple features that you should look for when considering investing in a field service mobile app. […]

  • Gartner CCaaS

    Gartner’s 2016 Magic Quadrant for Contact Center as a Service, Western Europe

    Gartner’s Magic Quadrant is a highly recommended read for an overview of CCaaS solutions that are driving and inhibiting the market at this time.

  • Magic Quadrant for Contact Centre as a Service, Western Europe

    The CCaaS market is growing quickly and this is the first time Gartner have released a Magic Quadrant for CCaaS. 10 providers were positioned on the Magic Quadrant.

  • online web portal

    A Best Practice Guide to: Self-Service and Automation

    This white paper will discuss the different options for self-service to help establish which solution is best for the business and customers. mplsystems will explore what the future holds for self-service and give top tips of how to successfully implement self-service whilst highlighting common mistakes.

  • Facilities Management Technology Survey – The Results

    To find out the current use of Facilities management technology, mplsystems and Facilities Management Journal undertook a research project throughout September 2015.

  • Omni-Channel Engagement

    A Quick Guide to Omni-Channel Customer Service

    This white paper will explore the difference between Multi-channel and Omni-channel customer service and highlight how the growth in customer demand is driving the adoption of Omni-channel customer service.

  • Unified Agent Desktop

    4 Key Factors that Define a Unified Agent Desktop

    In order to provide the level of customer service customers are now demanding, agents need to have instant access and full visibility of customer data from across the business from a single, easy to access place

  • customer service excellence

    7 Key Steps to Achieving Customer Service Excellence in the Service Industry

    This paper discusses what customers expect from service delivery and how businesses can adapt processes & technology to improve customer service excellence

  • Top tips to make email, chat and mobile customer service cost-effective and responsive

    Paul White, CEO of mplsystems discusses best practice for handling email, chat and mobile channels and how to efficiently manage these channels in the contact centre

  • Self-service solutions

    Top 3 Self-Service Solutions for Field Service

    mplsystems explore the transitioning role of the customer and how the proliferation of mobile devices has created a demand for self-service technologies

  • Social Email and Chat

    Social Email and Chat Best Practice

    This white paper provides best practice for Social, Email and Chat in Contact Centres and highlights the issues to consider for an implementation strategy.

  • Software in Field Service: Benchmarking Report 2014

    Across April and May of this year (2014) Field Service News in partnership with mplsystems undertook a research project to assess the current usage of software in field service.

  • Field Service Management

    Transforming Service Management Delivery

    Although field service management technology has moved on leaps and bounds over the last 10 years, the reality is that the majority of organisations are failing to dramatically improve service levels.

  • retail customer experience

    Key Steps to a Seamless Retail Customer Experience

    This paper looks at the key issues that are preventing retailers from delivering the seamless retail customer experience their customers are demanding

  • Customer Experience

    Improving Customer Experience by Simplifying the Desktop

    This white paper discusses how simple changes to the agent desktop can dramatically improve the customer experience
    and reduce inefficiencies

  • Scalable Contact Centre

    Scalable Contact Centre Solutions

    Praveen Vemula, CTO, discusses how scalability and high availability are the essential in the contact centre and how to achieve this in a cost effective way

  • Multi-Channel Contact Centre

    5 Steps to a Multi-Channel Contact Centre

    This white papers outlines the five key steps to cost effectively achieving a multi-channel contact centre

  • Cloud Contact Centres: Shaping the cloud around your business requirements

    This paper will explain what Cloud means in the context of contact centres, discuss the common concerns and how they can be addressed.