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Therefore, they are committed to providing their customers with the highest levels of support.\r\n\r\nDealing with approximately 300k calls and 200k visits a year, HomeServe Gas sought out a company with the same vision and focus as themselves, in that the customer is at the centre of everything that they do. mplsystems were selected to deploy a complete end-to-end customer service solution that would be used by and benefit all of their agents within the contact centres, their engineers out in the field and all supervisors over-seeing the business.\r\n\r\nEncompassing contact centre technology; advanced workforce scheduling; mobile apps for service engineers and parts and stock management, the solution successfully transformed their customer service.\r\n\r\nmplsystems implemented a powerful Omni-Channel contact centre solution for in and outbound communications, with a service management desktop incorporating complex workflows and business process management. Through case management and automatic configurations, the system raises jobs; orders and asset management whilst providing a complete parts and supplier management set-up.\r\n\r\nThe system also manages end-to-end field service, with scheduling and mobile app solutions alongside service desk software. Thus, ensuring a seamless flow of communication between those within the contact centres; those out in the field and also the customers.\r\n\r\nPrior to the deployment of mplsystems’ intelligentContact software, like so many others, HomeServe Gas agents were having to search in multiple places for different data so that they could keep the customer informed and manage a thorough conversation based on their needs, preferences and contact history.\r\n\r\nmplsystems’ unified agent desktop and complete CRM solution, simplified this job for the agents as it amalgamated all the different screens into one. 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Функции для поддержки этих бизнес-целей включают продажи, маркетинг, поддержку потребителей.\r\n\r\nИсточник: https://ru.wikipedia.org/wiki/%D0%A1%D0%B8%D1%81%D1%82%D0%B5%D0%BC%D0%B0_%D1%83%D0%BF%D1%80%D0%B0%D0%B2%D0%BB%D0%B5%D0%BD%D0%B8%D1%8F_%D0%B2%D0%B7%D0%B0%D0%B8%D0%BC%D0%BE%D0%BE%D1%82%D0%BD%D0%BE%D1%88%D0%B5%D0%BD%D0%B8%D1%8F%D0%BC%D0%B8_%D1%81_%D0%BA%D0%BB%D0%B8%D0%B5%D0%BD%D1%82%D0%B0%D0%BC%D0%B8","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/crm.png"},{"id":152,"title":"Contact Center","alias":"contact-center","description":"A call centre or call center is a centralised office used for receiving or transmitting a large volume of requests by telephone. An inbound call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outbound call centers are operated for telemarketing, solicitation of charitable or political donations, debt collection and market research. 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