mplsystems & Injixo Integration To Transform Productivity in Contact Centres
Combining mplsystems pioneering contact centre and customer service technology with injixo’s workforce management software, the integrated solution brings a dynamic collaboration for improved productivity and customer experience.The first of several customers to benefit, is a leading business process outsourcing organisation.
Now with mplsystems’ unified agent desktops, the company is able to improve each individual customer interaction with minimal effort. The intelligent Desktop module presents all related and real-time data in one simplified view. Thus, allowing agents to interact with the customer through all media channels, while collating all relevant customer data to save the agents navigating complex screens.
Through the collaboration of injixo’s workforce management module and mplsystems’ contact centre solution, the company will now be able to capture all multi-channel contact data, whilst effectively forecasting, scheduling and planning the workforce. With the professional foresight of resources, the company is able to eliminate any guesswork and maximise the productivity of the workforce.
Creating a seamless flow in the data process, this integration will make it much easier for the staff and agents within the contact centre to interact with real-time information. Furthermore, this development will bring a seamless integration for Supervisors, as well as contact centre staff, making it easier for efficient service delivery.
mplsystems and inijxo look forward to integrating on future opportunities, allowing other companies to benefit in similar ways.
injixo is a product of InVision, a market leader in WFM for over 25 years.
InVision built on its knowledge and experience to launch injixo as one of the first cloud workforce management (WFM) solutions for contact centres on the market back in 2011, and gained the accolade of first to market with AI-based forecasting. Since then, the injixo user community has exploded and will continue to innovate and push the boundaries of WFM.
For additional information on Injixo view their Company Profile
