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mplsystems CUSTOMER SERVICE CRM

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
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mplsystems Omni-Channel Contact Centre

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 mplsystems offers a unique Omni-Channel Contact Centre solution, blending, queuing and routing for phone, email, chat, social and self-service channels EMAIL MANAGEMENT SOFTWARE Mplsystems email management allows businesses to transform their customer service by enabling them to respond to email enquiries faster & with better quality CHAT & MESSAGING APPS mplsystems web chat software provides a quick to integrate, simple to use facility to blend 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 WORKFORCE OPTIMISATION 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
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The ROI4CIO Product Catalog is a database of business software, hardware, and IT services. Using filters, select IT products by category, supplier or vendor, business tasks, problems, availability of ROI calculator or price calculator. Find the right business solutions by using a neural network search based on the results of deployment products in other companies.