Mplsystems, award winning provider of Omni-Channel Contact Centre and CRM Customer Service technology, will be exhibiting their intelligentContact software solution at the show on stand number C610. IntelligentContact provides seamless management and routing for all voice, email, chat, social and mobile communications as well as a uniquely configurable CRM agent desktop solution providing a 360-degree view of the customer journey.
Trusted by many of Europe’s top businesses to manage their end to end omni channel customer journeys, mplsystems were positioned as the leading visionary in Gartner’s latest Contact Centre as a Service Magic Quadrant for Europe
Mplsystems will be showcasing the Omni Channel Process Design tool, which allows users to design complex multi-channel workflows and automate back office processes. This unique functionality allows mplsystems’ customers to create queuing, routing and automated response and processing rules for multiple interaction types in a matter of minutes. Mplsystems will also be demonstrating their Social Customer Service solution, enabling agents to manage and deal with social posts and cases as part of the omni-channel desktop.
The award winning intelligentResponse solution will also be on display. This pioneering solution enables organisations to seamlessly introduce artificial intelligence (AI) and self-service as part of their Contract Centre service. The module uses Natural Language Processing (NLP) to identify and process requests via websites, social, email and mobile chat automatically whilst seamlessly handing off complex issues to agent assisted service when required.
CEO Paul White and Software Developer Neal Jones will be hosting a keynote session during the Expo on the rise of AI and Virtual Assistance in the Contact Centre. The session will look at real examples of contact centres who are implementing virtual assistants and automated chat as part of their digital strategy and explain how this is integrated into the contact centre to ensure a true omni-channel customer journey.
Mplsystems have transformed customer engagement for top European businesses, including Engie, HomeServeGas, Aviva and Fitness First. Their expertise in the contact industry, combined with their innovative modular approach, means that every solution can be tailored to each organisation’s specific requirements. Available as a cloud or premise based solution, the software can be rapidly deployed and integrated into your existing telephony and CRM infrastructure.
mplsystems are on stand C610 at Customer Contact Expo
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