GamCare has selected Mplsystems' specialist contact center solution that includes intelligent agent desktop and webchat functionality. GamCare which is a charity organization offering advice, support and free counseling for the prevention and treatment of problem gambling, has deployed the solution to increase its client handling capacity. Moreover, the solution will reduce GamCare's dependency on additional specialist counselors.
The iChat multi-channel contact and intelligentDesktop solution was selected for its easily deployable and user-friendly interface. iChat is compatible with all web browsers without the help of plugins to operate, this minimizes any additional deployment tasks for GamCare’s IT team. While iChat can support both multiple and group chat capabilities, due to the sensitive nature of GamCare’s client interactions, the solution will support only one session per counselor. Additionally, iChat is easily configurable with the existing contact center.
Andy Cottrell, chief operating officer at GamCare, said, “We wanted a solution that would help us to make more effective use of our highly skilled counselors, by letting us fine tune staffing on our voice and webchat channels to match changing demand levels. With iChat from Mplsystems we’re now able to respond to nine out of ten calls immediately, with much greater counselor utilization, and also more positive feedback from our clients – regardless of the channel they’re using.”
GamCare provides helpline services over the phone and online for people facing gambling problems. It receives over 36,000 contacts annually, of which about 70 percent are voice and 30 percent are via webchat. With the deployment of the solution, GamCare can easily overcome the previous limitations of web chat services.
Paul White, chief executive officer at Mplsystems, said “GamCare was quick to notice that webchat has become a key channel among 18-25 year old users of their services, with over 50% of contacts coming through the webchat channel. This initially provided a challenge in terms of response. However, with our iChat solution we’ve been able to help GamCare integrate webchat into its other channels while at the same time helping to improve overall service levels.”
Mplsystems was in news recently when Gartner (News - Alert) had listed it as a good vendor in the Market Overview section of Gartner’s new Magic Quadrant for the CRM Customer Engagement Center (CEC) report.
Edited by Blaise McNamee