Business Issues -> Innovation
Released: 18th June 2013
mplsystems – the multi-channel contact centre and customer experience technology specialists – has been listed as a good vendor in the Market Overview section of Gartner’s new Magic Quadrant for the CRM Customer Engagement Centre (CEC) report1. This follows Gartner’s recent listing of mplsystems as one of just five European application specialists providing Contact Centre as a Service (CCaaS) offerings in Europe in Gartner’s first Research Note covering cloud contact centre services – “Cloud Providers of Contact Centre Services in Europe Offer New Options for IT Leaders”2 .
This recognition confirms mplsystems’ distinctive ability to deliver both a CRM Customer Service Desktop solution as well as an integrated Multi-Channel Contact platform for the growing number of organisations struggling to upgrade their legacy call centre infrastructure.
In its market definition for the CRM Customer Engagement Centre, Gartner identifies the need not just for customer service and support across multiple channels such as social, mobile and web, but also for the provision of rules-based processes that enable ‘the next best action, information or process with which to engage the customer’. With its combination of multi-channel contact centre components, agent desktop mash-ups, knowledge base solutions and mobile apps, mplsystems addresses all aspects of the Customer Engagement Centre.
“We’re delighted that Gartner has shifted its focus towards the Customer Engagement Centre with its new Magic Quadrant report, and that it has again recognised mplsystems as a good vendor for organisations looking for a more integrated approach to their CRM and customer contact centre requirements,” commented Paul White, mplsystems’ CEO. “Traditional CRM vendors now struggle to deliver in months and even years, what we can deliver in days and weeks. Our disruptive cloud-based technology is revolutionising the traditional marketplace, and this further acknowledgement from Gartner confirms it.
“Because of the breadth of our pre-integrated components and their end-user configurability, we can deliver a solution to meet each contact centre’s specific needs in a matter of weeks. As customer service evolves to the Engagement Centre and interactions become increasingly complex, our desktop mash-up provides the simple solution for ‘Big Data’ – identifying any relevant data from transactions, social and mobile interactions, and presenting and contextualising it for the agent so that they can take the appropriate next action,” he added.
“The result is customer engagement solutions at a fraction of the cost of legacy offerings. And with deployment options ranging from single or multi-tenant cloud, as well as On Premise, we are one of only a small number of vendors who can provide clients with the flexibility they need to fit in with their existing infrastructure.”
mplsystems brings together multi-channel contact centre technology with innovative customer service and sales software. Its intelligent desktops offer a single view of customer activities across the business, helping our clients to resolve queries faster whilst benefiting from more integrated processes, faster deployment and dramatically reduced IT costs.
1 - Magic Quadrant for the CRM Customer Engagement Centre, 13th May 2013, Michael Maoz
2 - Cloud Providers of Contact Centre Services in Europe Offer New Options for IT Leaders, 8th November 2012, Steve Blood, Drew Klaus
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner's research organisation and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose
Published by: IT Analysis Communications Ltd.
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