mplsystems to deliver multi-channel upgrade

Which? has selected mplsystems to deliver a multi-channel service centre upgrade.

The customer contact technology specialist has been selected to deliver the multi-channel service centre upgrade, providing enhanced email, white mail and web chat management as well as an intelligentDesktop functionality.

The new service centre infrastructure solution should help optimise customer engagement activities including the handling of inbound enquiries relating to products and services.

The intelligentDesktop capability should help improve agent efficiency and strengthen engagement by providing service agents with a single, unified view of all customer interactions – regardless of channel – as well as full integration with back-office systems and the Which? workforce management system.

“Not surprisingly given their ‘day job’, competing for this project involved an in-depth selection process, so it’s great news that Which? chose mplsystems as their contact centre infrastructure partner,” said Paul White, CEO at mplsystems. “We look forward to working closely with Which? as the project moves into its operational phase.”

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