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News : Global Blue Rolls Out mplsystems Solution
Global Blue, the tax free shopping organisation, has selected mplsystems to transform its network of multilingual contact centres, providing multi-channel contact technology and an intelligent desktop solution. Global Blue’s customer service operation handles inbound and outbound calls, and emails from travelling shoppers in over 40 countries.
?The new intelligentDesktop solution will help simplify complex interactions for Global Blue’s agents at its two customer contact centres in Singapore and Slovakia. For the first time Global Blue 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.
?According to Global Blue Vice President, Jeremy Taylor: "We’re constantly working to make Tax Free Shopping an ever-simpler process for travellers, serving them more smoothly, and helping to increase revenues for our retail partners. We chose mplsystems to design an intelligent desktop solution for our agents so that they can identify and serve customers more comprehensively - but also more efficiently. 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."
?"mplsystems completely understood our requirement for an agile solution that could integrate all our agent desktop, call routing and back-office integration needs," added Jeremy Taylor. "The combination of mplsystems’ intelligentDesktop and iContact technologies made smart sense for Global Blue. We’ve also been impressed at how mplsystems has been able to tailor the desktop solution to meet our specific requirements – for example we’ve been able to customise the software to automate translation from Japanese, Russian and Chinese."
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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.
Published: Wednesday, February 12, 2014