mplsystems Named Visionary Once Again In Gartner’s 2016 Magic Quadrant For Contact Centre As A Service

mplsystems, leading provider of contact centre and field service technologies, announce for the second consecutive year that they have been identified as a Visionary in Gartner’s Magic Quadrant for Contact Centre as-a-Service (CCaaS) for Western Europe. Once again the company was positioned furthest for completeness of vision in the Visionaries quadrant. This news follows mplsystems’ positioning in the May 2016 Gartner Magic Quadrant for CRM Customer Engagement Centre, making them one of only 2 suppliers to appear in both Magic Quadrants.

“We are thrilled that for the second consecutive year, Gartner have recognised us as a Visionary of CCaaS, which we believe is due to our ability to deliver true omni-channel customer service through our combination of CCaaS and CRM,” comments CEO, Paul White.

“For the last 10 years we have helped contact centres across Europe transform efficiency and customer experience and have become one of the most respected companies in the contact centre space. We are leading the way towards omni-channel customer care with our uniquely configurable unified agent desktop and innovative new features, like our AI based virtual agent technology. Once again, thanks to our fantastic team and customers for making this possible and watch this space as we continue to deliver technology which will mould the omni-channel experience of the future.”

We feel being named a Visionary reinforces the importance of our continued technology investments and according to the report; “Visionaries are suppliers with strong multichannel product and service capabilities and a clear strategy for sales, marketing and business development; however, they are still quite small in the region due to their recent market entry or their limited investment in inorganic growth (by acquisition).” Gartner included only 3 visionaries in this report and of these mplsystems was furthest along the axis of ‘completeness of vision’.

The CCaaS market is growing rapidly, this is only the second time Gartner have released a Magic Quadrant for CCaaS and we believe our inclusion reflects our continued investment in supporting international customers. “The availability of CCaaS on a country basis in Europe is well-established, especially in mature contact centre markets, such as France and the U.K. However, many organisations have distributed sites across European countries and require Pan-European service-provisioning capabilities.”

The CCaaS solution, intelligentContact, is an omni-channel ACD solution providing blending, queueing and skills based routing for phone, email, chat, SMS, social, mobile and self-service channels. The core platform provides IVR, call recording, workflow, extensive workforce optimisation, reporting and admin features, as well as various outbound dialling options. All communication channels are blended alongside CRM and customer service functionality in a configurable unified desktop solution to maximise efficiency of agents and ensure a fully joined up omni-channel experience.

For more information visit the mplsystems website