mplsystems have now combined their pioneering contact centre and customer service technology with injixo’s workforce management software into an integrated solution that brings a dynamic collaboration for improved productivity and customer experience. The first of several customers to benefit is a leading business process outsourcing organisation.
Now with mplsystems’ unified agent desktops, the company is able to improve each individual customer interaction with minimal effort. The intelligentDesktop module presents all related and real-time data in one simplified view, thus allowing agents to interact with the customer through all media channels, while collating all relevant customer data to save the agents navigating complex screens.
Through the collaboration of injixo’s workforce management module and mplsystems’ contact centre solution, the company will now be able to capture all multichannel contact data, whilst effectively forecasting, scheduling and planning the workforce. With the professional foresight of resources, the company is also able to eliminate any guesswork and maximise the productivity of the workforce.
Creating a seamless flow in the data process, this integration will make it much easier for the staff and agents within the contact centre to interact with real-time information. Furthermore, this development will bring a seamless integration for supervisors, as well as contact centre staff, making it easier for efficient service delivery.
mplsystems and inijxo look forward to integrating on future opportunities, allowing other companies to benefit in similar ways.
For further information on mplsystems and their intelligentContact solution, visit mplsystems.co.uk to find out how we can create an individual contact centre solution for your company while avoiding the prices of bespoke specs.
To unravel the power of workforce management in the cloud, please visit injixo here.