Categories
Problems that solves
Decentralized IT systems
No unified address book
No automated business processes
High costs of routine operations
Separate communications channels
Failure to attract new customers
Customer attrition
Low quality of customer support
Values
Reduce Costs
Improve Customer Service
Increase Customer Base
mplsystems CUSTOMER SERVICE CRM
Customer Service CRM is an CRM solution, intuitive interface; complex process support; contact centre channels and enterprise customer data.
About Product
Description
The result is a customer service desktop which will slash the time an agent spends searching for data, knowledge and processing requests, whilst empowering front office staff to do more and deliver truly transformed customer experience. Increasingly, our focus is enabling agents to do tasks previously referred to the back office for an ‘expert’ to answer or process. Now instead an agent is provided with the tools needed to deal with the case immediately, without having to hand it off to the back office and so avoiding unnecessary delay and duplicate effort.
CUSTOMER SERVICE CRM
mplsystems customer service CRM provides agents with all customer data and details of multi-channel interactions in a single, intuitive user interface.
UNIFIED AGENT DESKTOP SOFTWARE
Our agent desktop software manages calls, email, social and chat and provides CRM and back office integration in a simple, intuitive interface
SELF-SERVICE & VIRTUAL ASSISTANCE
mplsystems use advanced NLP text analytics with intelligentResponse module to identify, respond to and process text based customer service for self-service
ARTIFICIAL INTELLIGENCE
Artificial Intelligence based Process Automation of Customer Service Tasks According to Gartner, by 2020, Artificial Intelligence (AI) will disrupt the jobs of 1,000,000 phone-based customer support agents and they are right to predict the rising importance of process automation in Customer Service. Advances in AI are enabling a new generation of automation solutions; however, AI is unlikely
SOCIAL MEDIA CUSTOMER SERVICE
mplsystems offer a solution for both social monitoring and dealing with social customer service enquiries.
OMNI-CHANNEL PROCESS DESIGNER
mplsystems offers a unique Omni-Channel Process Design Tool, enabling the simple creation of blending, queuing and routing to provide real performance monitoring for supervisors in contact centres
KNOWLEDGE BASE SOFTWARE
mplsystems offer knowledge base solutions for contact centre agents ensuring both agents and customers, always have the most relevant content
