mplsystems Included in Gartner Market Guide

Gartner’s recently published Market Guide for Customer Service and Support Software, Europe, has now listed contact centre and customer service software provider mplsystems as one of the representative vendors included.

The newly published guide analyses the market for several categories of software, including CRM customer engagement centres (CECs); CEC workforce optimisation (WFO); field service management software; and other point software solutions. It also provides a view of the market and its dynamics.

The vendors listed in the market guide “do not imply an exhaustive list” and the guide’s intention is to provide “more understanding of the market and its offerings.”

mplsystems’ CEO, Paul White, was thrilled with the news, adding: “We feel that it is a reflection of our pioneering technology that is transforming customer service and field service management across Europe.”

“We are leading the way in enabling an omni-channel experience, whereby customers can seamlessly move from one channel to another; be it call, email, social, online or indeed mobile chat.”

“Plus, our unique CRM Agent Desktop gives contact centre agents a complete view of the customer journey at a glance; thus helping many organisations who are struggling with complex processes and multiple systems within their service support division.”

Gartner states in the report that “the European market for CSS software has demonstrated a steady growth in all the key solution areas. This growth is expected to be sustained, as organisations continue to invest in improving their customer service and support across both traditional and digital channels.”

“According to Gartner statistics, organisations in Europe spent more than $2.5 billion on CSS software in 2015; this is about one-third of the overall CRM software revenue in Europe for that year.”

Gartner also noted that, “As in other regions, CSS in Europe continues to be inconsistent as the customer moves from one interaction channel to another. The use of mobile and social with more traditional engagement channels (such as voice and email) in a seamless, consistent manner is still far away.”

mplsystems’ inclusion in this market guide follows its listing as a Visionary in the October 2016 Magic Quadrant for Contact Centre as a Service (CCaaS), Western Europe and the company’s inclusion in the May 2016 Gartner Magic Quadrant for the CRM Customer Engagement Centre.

Find out more by visiting mplsystems.co.uk