Problems that solves
No unified email system
No unified address book
Decentralized IT systems
Low quality of customer service
High costs of routine operations
No automated business processes
Unstructured data
Separate communications channels
Failure to attract new customers
Customer retention
Low quality of customer support
Values
Reduce Costs
Improve Customer Service
Increase Customer Base
mplsystems Omni-Channel Contact Centre
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.