Echo invests in next generation technology

Echo has deployed an mplsystems platform to support its customers’ evolving channel contact needs.

Echo Managed Services’ new technology infrastructure features mplsystems’ intelligentContact multi-channel contact centre technology and intelligentDesktop unified contact centre agent desktop.

This enables the company to support its customers’ evolving channel contact needs and address their most complex customer service requirements.

“Deploying the latest multi-channel and agent desktop contact centre technology from mplsystems will help keep us at the forefront of contact management innovation,” said Phil Newland, Managing Director of Echo. “The consolidated customer contact platform supports the delivery of effective single point resolution and world class customer service for our clients.”

intelligentContact technology will allow the company to provide its customers with a seamless multi-channel contact centre experience across key channels including voice, email, web chat and SMS, as well as social and mobile apps. It also enables agents to start customer interactions on one channel, shift to another if more applicable, and use their unified intelligentDesktop to ensure consistent data and processes throughout the engagement.

In addition, the company will be able to create customised agent desktops for each of their clients that present all the essential scripting, workflow, FAQs, knowledge base information and customer details that agents require to successfully complete interactions.

The technology also aggregates all the relevant data and presents it to each agent at logical points within the customer service process. This means that rather than searching for the data they need, agents are able to focus all their efforts on driving value to the customer. intelligentDesktop’s intuitive approach means that the company can create smart agent desktops for each of their customers, thanks to mplsystems’ ‘drag and drop’ fully user-configurable ‘no coding’ model.

“Having our solutions take care of the challenges of multi-channel interactions and complicated agent desktops will enable Echo agents to concentrate on engaging with customers, resolving their requests efficiently and completing post-call actions as quickly as possible,” said Paul White, CEO at mplsystems.

Click here for more information: www.mplsystems.co.uk