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News : 3fivetwo Selects Customer Contact Solution from mplsystems
"3fivetwo is owned by healthcare professionals, and we’re committed to putting our patients at the forefront of everything we do," commented Mark Regan, CEO of The 3fivetwo Group’s Kingsbridge Private Hospital in Belfast. "Effective customer engagement is an essential part of our business and, following our recent expansion, it was important that we matched our healthcare services provision with the highest standards of customer contact. Engaging mplsystems means we now have the technology in place to support our patients through our best practice contact centre operation."
To support 3fivetwo, mplsystems has deployed an integrated multi-channel contact centre solution capable of handling voice, web and email interactions through an agent desktop for 3fivetwo’s contact centre team. Due to strict healthcare and patient confidentiality regulations, mplsystems designed the solution to successfully secure private patients records within the contact centre environment by only allowing authorised agents to access specific private patient records. This solution from mplsystems has enabled patients to benefit from much quicker transfers to the right healthcare professionals, while significantly reduced contact handling times provides an improved customer experience.
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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: Friday, January 2, 2015