Mplsystems Makes Magic Quadrant

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The company has been positioned in the 2015 Gartner Magic Quadrant.

mplsystems has been named in Gartner’s “Magic Quadrant for the CRM Customer Engagement Center by Vice President and Gartner Analyst, Michael Maoz and Research Director Jim Davies.

As noted in the report, “This research examines the market for global customer service and support applications for case management, trouble ticketing and problem resolution. The functionality evaluated includes knowledge-enabled service resolution, social media/community management, offer management, interaction assistance tools and service analytics dashboards. There should be agent tools and customer tools, designed on a common platform.”

The company entered the Magic Quadrant for the first time. Gartner evaluated a number of vendors for the 2015 report based on each company’s completeness of vision and its ability to execute on that vision. They performed more than 200 online surveys and telephone interviews with vendor references, as well as conducting more than 750 inquiries with Gartner clients evaluating the products.

Paul White

“We are extremely honoured to be recognised in Gartner’s CRM Customer Engagement Centre Magic Quadrant 2015. Our innovative technology is revolutionising the traditional marketplace and we believe our introduction into the Magic Quadrant confirms it,” said Paul White, CEO at mplsystems. “We are really pleased that our references stressed the configurability of our technology and our responsiveness to their needs as well as our strengths in customer self-service and skills-based case assignment.”

The company was listed in the vendor categories for both the Web Customer Self-Service and Field Service Management sections of the March 10, 2014 Gartner CRM Vendor Guide, 2014.

According to Gartner, the customer engagement centre (CEC) extends CRM to reflect new multichannel and increasingly digital forms of customer engagement – “The CRM customer engagement centre refers to a logical set of business applications and technologies that are engineered to provide customer service and support, regardless of the interaction (or engagement) channel. The goal of the CEC is not only to provide reactive service to customers as they move among communications channels — including social media —while retaining the customer’s context, but also to deliver the appropriate business rule to determine the next best action, information or process with which to engage the customers.”

For more information about mplsystems, visit their website.

Author: Megan Jones

Published On: 20th May 2015 - Last modified: 18th Dec 2018
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