News : Echo Managed Services Invests in Technology from mplsystems
Echo Managed Services, the contact management service provider, has selected a contact centre technology platform from mplsystems to optimise the delivery of multi-channel interactions for Echo’s growing portfolio of contact management customers. Echo’s new technology infrastructure features mplsystems’ intelligentContact multi-channel contact centre technology and intelligentDesktop unified contact centre agent desktop, enabling Echo to support its customers’ evolving channel contact needs and address their most complex customer service requirements.
"At Echo we’re focused on supporting the varied customer engagement needs of organisations such as the Skills Funding Agency, the Financial Times, Royal Air Force and South Staffordshire Water," commented Phil Newland, Echo’s Managing Director. "Deploying the latest multi-channel and agent desktop contact centre technology from mplsystems will help keep Echo at the forefront of contact management innovation. The consolidated customer contact platform supports the delivery of effective single point resolution and world class customer service for our clients."
intelligentContact technology from mplsystems will allow Echo to provide its customers with a seamless multi-channel contact centre experience across key channels including voice, email, web chat, SMS, social and mobile apps. Using intelligentContact, Echo agents will also be able to start customer interactions on one channel, shift to another if more applicable, and use their unified intelligentDesktop to ensure consistent data and processes throughout the engagement.
With the deployment of mplsystems’ intelligentDesktop, Echo will be able to create customised agent desktops for each of their clients that present all the essential scripting, workflow, FAQs, knowledge base information and customer details that agents require to successfully complete interactions. intelligentDesktop aggregates all the relevant data and presents it to each Echo agent at logical points within the customer service process. This means that rather than searching for the data they need, agents are able to focus all their efforts on driving value to the customer. intelligentDesktop’s intuitive approach means that Echo can quickly create smart agent desktops for each of their customers thanks to mplsystems’ simple, ‘drag and drop’ fully user-configurable ‘no coding’ model.
"We're delighted that a leading service provider such as Echo, that specialises in supporting complex interactions for many of the UK’s largest organisations, has turned to mplsystems for its next generation contact centre technology requirements," said Paul White, CEO at mplsystems. "Having our solutions take care of the challenges of multi-channel interactions and complicated agent desktops will enable Echo agents to concentrate on engaging with customers, resolving their requests efficiently and completing post-call actions as quickly as possible. We look forward to working closely with Echo as they continue to develop their distinctive contact management service proposition."
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mplsystems provides multi-channel contact centre technology, customer experience software and mobile field service technology for sales, service and mobile workforce operations. Our intelligentContact (iContact) technology can be delivered on premise or in the Cloud, automating with business processes and back office applications to reduce costs and enhance the customer experience. All iContact applications can be deployed independently or brought together in one cohesive solution and are flexible enough to fit around the customer handling requirements of even the most complex of organisations. With over 15 years of contact centre practitioner experience, mplsystems now works with more than a thousand clients globally in the financial services, facilities management, retail, healthcare and leisure sectors, enabling them to gain a competitive edge by extending customer contact throughout the organisation. mplsystems is a Gold Certified Partner in the Microsoft Partner network.
About Echo Managed Services:
Echo Managed Services provides customer process management services for UK and Ireland regulated organisations. Echo provides customer contact management, as well as billing, revenue management and collection services.
Published: Friday, November 8, 2013