mplsystems to launch mobile customer service apps

mplsystems will demonstrate its portfolio of integrated contact centre technology, customer service and mobile worker solutions on Stand E40 at this year’s Call Centre & Customer Management Expo.

Visitors can see live demonstrations of mplsystems’ mobile apps in action for key customers such as Balfour Beatty Workplace and Metric Group. mplsystems’ mobile apps are distinctive in that all smartphone interactions are 100% integrated with existing contact centre processes, providing users with all the ease of use and flexibility of mobile apps, as well as the reassurance that they can always switch out of the app into the contact centre queue at any time, taking all of their transactional data with them.

“Mobile apps play an increasing role in our daily lives, so there’s a pressing requirement for organisations to offer them as part of their customer service activities. However, it’s really important that apps are integrated with existing channels and aren’t just delivered as marketing-led projects,” commented Paul White, mplsystems’ CEO. “At Call Centre Expo we’ll be launching our new apps offer, and demonstrating how they’re already being put to work for both B2C and B2B organisations – particularly as a fast and accurate way of accelerating previously time-consuming IVR-style systems.”

Seamless customer experiences with mplsystems’ intelligent agent desktop

mplsystems will also be demonstrating its iDesktop intelligent agent desktop solution, which provides contact centre agents with a simple web interface that guides them through all the steps needed to complete customer interactions. iDesktop presents agents with necessary data from relevant front and back-office applications, delivering it at the most logical points in the customer service process, for example, order history, payment history, stock checks, special offers or ‘nearest to’ details. With iDesktop, agents can also trigger processes and feed information through to relevant back-office functions and applications without needing to access them directly.

Visitors to the Call Centre Focus Conference will also be able to hear Lee Dobbins, General Manager of Balfour Beatty Workplace’s National Operations Centre (NOC), present in the Customer Engagement Theatre at 3pm on Day Two of the conference. There will also be a demonstration of the new Customer Service self-service app that mplsystems is deploying to help Balfour Beatty Workplace process client service requests more quickly.

Resolving the contact centre/mobile worker disconnect

mplsystems will also highlight how its iMobile technology can help link contact centres with mobile workers, for example connecting field workers with a service desk.

The company’s iMobile technology is just one of four solutions shortlisted for the European Call Centre & Customer Service Awards ‘Innovation of the Year’ category at this year’s awards ceremony being held on the first night of Expo. An important mplsystems’ customer project with Gamestec to collapse key contact centre, customer service and mobile device activities into a single integrated process, has also been nominated in the ‘Best Use of Technology’ section of the Awards Programme.

mplsystems’ mobile customer service apps will be available for download from iTunes and Android stores, with further mobile platforms becoming available over the next few months.