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mplsystems Omni-Channel Contact Centre

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mplsystems Omni-Channel Contact Centre

Pitch
mplsystems Omni-Channel Contact Centre is a single solution, that allows you to engage seamlessly with customers on any channel and upgrade your existing voice infrastructure to Omni-Channel: calls; email; chat; social or mobile, - mplsystems’ omni-channel solutions provide a one stop shop for queueing; skills based routing and management. Interactions are presented on an intelligent Agent Desktop interface, combining CRM customer service; guiding agents through complex processes to maximise efficiency and ensuring a fully joined up cross-channel experience. As standard, the core platform provides: IVR; call recording; workflow; extensive workforce optimisation; reporting and admin features.

Features of product

Проблемы Pain points
  • High costs of routine operations
  • Decentralized IT systems
  • No automated business processes
  • Failure to attract new customers
  • Unstructured data
  • Separate communications channels
  • Low quality of customer service
  • Low quality of customer support
  • No unified address book
  • No unified email system
  • Customer retention
Ценности Business Values
  • Reduce Costs
  • Increase Customer Base
  • Improve Customer Service
Матрица сравнения с конкурентами Matrix of comparison with competitors
Описание

About Product

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

Характеристики

Characteristics

CRM Type

Операционная

Data location

Локальное

Functionality

Управление продажами;Управление маркетингом;Управление клиентским обслуживанием;Контакт-центр

Application Type

Десктопное приложение;Мобильное приложение

System customization
Security and administration
Customer base
Customers document flow
Omnicanal communications

IP-телефония;Чат;Е-mail;Соцсети;Мессенджеры

Business Process Management