In today’s rapidly changing business world, companies depend on the latest and most reliable technology. Recently, Which?, a consumer advocacy and product review company in the UK, decided to upgrade its contact center platform with help of mplsystems, a multi-channel contact center and customer experience technology provider.
Which? was looking for a reliable service that could offer enhanced email, white mail and web chat management, as well as powerful desktop functionality. All these were available from mplsystems solution’s intelligentDesktop platform.
mplsystems aims to bring together multi-channel contact center technology with innovative customer service and sales software. Its intelligent desktops offer a single view of customer activities across a business, helping agents resolve queries faster while benefiting from integrated processes, faster deployment and reduced IT costs.
In a statement, Paul White, CEO, mplsystems said, “Not surprisingly given their ‘day job’ competing for this project involved an in-depth selection process, so it’s great news that Which? chose mplsystems as their contact center infrastructure partner. We look forward to working closely with Which? as the project moves into its operational phase.”
Indeed, mplsystems recently announced that Gartner (News - Alert) has 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.
With the deployment of the mplsystems solution, Which? hopes to be better able to augment customer engagement activities, including the handling of inbound enquiries relating to its products and services. The solution’s intelligentDesktop capability will also make way for companies to enhance agent productivity and improve engagement by providing service agents with a single, unified view of all customer interactions.
Edited by Blaise McNamee