Intelligent Desktop offers greater control over social media

mplsystems have released the latest version of their cloud-based agent desktop which places omnichannel access at the heart of the contact centre.

The desktop enables customer service operations to create and customise their own ‘smart’ agent desktops quickly, using a simple, drag and drop, fully user-configurable, ‘no coding’ model.

With intelligentDesktop, organisations are able to transform the way they approach customer service, as functions previously dealt with by dedicated teams such as Customer Care, Support, Home Shopping and Field Service can all now be integrated into multi-functional groups, with the quality of engagement and loyalty improving as agent teams can remain focused on specific customer segments.

The latest intelligentDesktop release also provides support for touch-screen enabled desktop applications delivered via Microsoft Windows 8.

“intelligentDesktop is a great way of bringing information and channels together and, because it’s a cloud-based solution, organisations can deploy our technology alongside their existing systems to ensure improved service levels at an accessible cost,” said Paul White, Chief Executive Officer, mplsystems. “Separately, developments such as Big Data, Social, Mobile and Cloud present interesting opportunities. However, bring them together with a unifying technology such as our intelligentDesktop, and organisations have an opportunity to really transform their customer service performance.”

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