Desktop solution improves multilingual interactions

Global Blue has selected mplsystems to transform its network of multilingual contact centres.

The intelligentDesktop solution from mplsystems has been selected to transform a network of multilingual contact centres, providing multi-channel contact technology and an intelligent desktop solution. The customer service operation handles inbound and outbound calls, and emails from around 270,000 travelling shoppers in over 40 countries.

The new intelligentDesktop solution will help simplify complex interactions for agents at two customer contact centres in Singapore and Slovakia. For the first time, agents will have immediate access to relevant customer data on their desktop, providing them with the information needed to optimise interactions and help customers complete their shopping with minimal effort.

“We’re delighted that Global Blue selected mplsystems for this important customer engagement project, particularly recognising our ability to help organisations enable the next best action, information or process with which to engage the customer,” said Paul White, CEO at mplsystems.

“We chose contact centre technology specialist mplsystems to design an intelligent desktop solution for our agents so that they can identify and serve customers more comprehensively – but also more efficiently,” said Jeremy Taylor, Vice President at Global Blue. “Since deployment we have already significantly shortened the time it takes to handle each customer call or email by almost 30% – simply by providing our agents with streamlined access to the information and processes needed to support the customer journey.”

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