“From our unique Omni-Channel grouping functions, to embedding AI and automation within our agent applications, we have led innovation in the contact centre market over the past three years, and we are honoured that Gartner has recognized us once again."
(PRWEB UK) 9 November 2017
This recognition follows the inclusion in the 2017 Magic Quadrant for the CRM Customer Engagement Center(CEC) in May earlier this year, which makes IFS-mplsystems one of only two vendors to appear in both these Magic Quadrants, which the company believes illustrates its ability to deliver effective omni-channel service through its unique combination of CCaaS, CRM Customer Service and AI enabled automation.
“Making complex customer service simple has been central to our customer proposition, and we are delighted that Gartner has yet again recognized us as a Visionary,” says Paul White, Director of Customer Engagement, at IFS-mplsystems. “From our unique Omni-Channel grouping functions, to embedding AI and automation within our agent applications, we have led innovation in the contact centre market over the past three years, and we are honoured that Gartner has recognized us once again. Our configurability and ease of integration of the solution, as well as the high level of support offered is confirmed by our clients through their loyalty and satisfaction levels. We look forward to continuing our positive influence on the global contact centre market through the IFS family, which gives us immediate access to a worldwide sales, delivery and support network.”
The report recognizes that the market is maturing and this is reflected within the market overview section, which discusses how “the drive to develop the contact center into the 'customer experience center' is adding new dynamics to the CCaaS market. Companies are revising their evaluations and selections of vendors to provide nonvoice channels (email, web chat, video chat, social and so on) to their customer service environments. During the past 5 to 10 years, many have looked to either their CRM vendors or best-of-breed specialists to provide these customer interaction channels.”
“However, voice-based interactions continue to make up a significant portion of interactions in contact centers. As such, as companies look to evolve their customer support to become more customer-centric across all interaction channels, some are recognizing the benefits of acquiring both their voice and nonvoice channels as a package from a single vendor — and very few CRM vendors support phone-based assisted customer service. Benefits include the use of a consistent business rule management capability for routing, queuing and escalating interactions across channels; this enables the company to prioritize handling of the best customers, regardless of customers' chosen channels. Obtaining all interaction applications from a single vendor also makes it easier for companies to manage reporting and staffing across channels, rather than having to integrate operational performance data across separate systems.”
“Customer interaction desktops are a CEC-related subject that has attracted a notable increase in client inquiries. A 'single view of the customer' through multiple digital channels is something that most organizations recognize would improve the customer experience. However, with multiple touchpoints for customer contact across disparate application platforms, it is difficult to achieve without significant development effort by the customer service organization.”
IFS-mplsystems' vision is to ‘make complex customer service simple,’ which is achieved through their unique combination of Omni-Channel communications, CRM Customer Service and AI enabled automation providing service and support staff with pioneering intelligent desktop applications. Bringing together calls, email, chat, mobile and social messaging with contextual customer data in a single unified CRM Agent Desktop, these applications gudie agents through complex processes and transactions.
The data mash-up concept takes data from multiple sources across an enterprise and intelligently adapts to present agents with the precise data they require to resolve a customer request, rather than forcing them to search multiple tabs and menus. Alongside this, simple to configure workflow delivers automated processing and prompts. The impact is a dramatic improvement in agent efficiency combined with transformed customer experience because agents can deliver rapid, informed omni-channel service.
We feel that being recognized as a Visionary all three years that this Magic Quadrant has been in existence, shows that IFS-mplsystems has proved itself a robust vendor, paving the path for contact centres to future-proof themselves with the right service solution. IFS-mplsystems believe that its improvement on their position for the Ability to Execute is a reflection of feedback by its customer base.
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 or other designation. 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.
At IFS - mplsystems our vision is ‘to make complex service simple’: we design and deliver omni-channel contact centre, CRM Customer Service and AI enabled virtual assistance and self-service solutions. What sets us apart is our flexible configurability, which provides the ability to deliver process-centric, integrated applications in a matter of weeks, as opposed to the months or years that is typical of alternative customised solutions. End user configurability ensures clients can continue to evolve their applications as customer service priorities change. Following an acquisition in August 2017, mplsystems is part of IFS, the global enterprise applications company. This has strengthened our reach and resources, bringing our end-to-end customer service software solution to the world stage.
Follow us on Twitter for contact cetre technology innovation and best practice: @mplSystems
IFS™ develops and delivers enterprise software for customers around the world who manufacture and distribute goods, maintain assets, and manage service-focused operations. The industry expertise of our people and solutions, together with commitment to our customers, has made us a recognized leader and the most recommended supplier in our sector. Our team of 3,500 employees supports more than one million users worldwide from a network of local offices and through our growing ecosystem of partners. For more information, visit: IFSworld.com
mplsystems is a pioneer in the contact center space and IFS is thrilled with this accomplishment, which was secured even before mplsystems became part of IFS. Now as a member of the IFS family, the combined IFS-mplsystems will be supported by an international network of teams that can execute the mplsystems vision on a more global scale.
Follow us on Twitter: @ifsworld