mplsystems shortlisted for two awards

mplsystems has been shortlisted for two awards at this year’s European Call Centre & Customer Service Awards (ECCCSA).

The company’s iMobile intelligent mobile field service solution is one of just four technology offerings shortlisted for the  ‘Innovations of the Year’ category, while an important project to collapse key contact centre, customer service and mobile device activities into a single integrated process for the UK’s largest gaming and amusement machine operator has been chosen in the ‘Best Use of  Technology’ category.

Selection as finalists in two categories acknowledges mplsystems’ distinctive positioning as one of the only major customer contact solution specialists to recognise the importance of connecting an organisation’s mobile workforce directly to its contact centre operations. Using smartphone technology, mplsystems’ iMobile solution ensures that contact centre agents are provided with a real-time map showing the location and status of field operatives – enabling appointments to be allocated automatically based on factors such as skills, loading, travel time and location.

For the ‘Best Use of Technology’ category, mplsystems submitted a project case study that outlined how Gamestec was able to use iContact and iDesktop solutions from mplsystems to help improve the customer experience offered, unlock a 28 percent reduction in service response times, and cut ongoing IT costs by some 88 percent. Using a single intelligent agent desktop, the customer has been able to integrate its workflow, asset management, ordering, stock control, and mobile workforce management tool into a powerful web-based Mash-up User Interface that lets the in-house contact centre communicate directly with engineers’ PDAs.

“It’s great news that the team of independent judges has recognised mplsystems for both our innovative technology as well as the company’s ability to apply that technology leadership and secure significant bottom line benefits for our customers,” commented Paul White, mplsystems’ CEO. ‘Being one of just four organisations and solutions shortlisted in both these awards is a great honour, and we look forward to the next stage of the process where we will have the opportunity to present our technology and our project successes to the judges in more detail.”