News : Mplsystems Launches IntelligentResponse
Oct 22, 2014 -- mplsystems, the UK-based multi-channel customer contact technology provider, has launched intelligentResponse - the first automated response solution to help financial services firms’ contact centres handle the anticipated flood of incoming text messages caused by the growth in mobile apps, social media, web chat and email channels. intelligentResponse lets financial services firms deliver enhanced levels of customer service quality without increasing their core contact centre staff levels.
intelligentResponse allows financial services firms to blend both automated response and assisted response activities, taking advantage of the latest text analytics technologies to filter out standard, higher volume customer requests (such as product information requests, balance enquiries, bill payments, password reset and initial quotes) for automated response. At the same time, more complex enquiries can still be routed to contact centre agents with the most appropriate skills for resolution.
Available either as a standalone solution or as an added value service for existing customers of mplsystems’ intelligentContact multi-channel contact centre technology, intelligentResponse offers a number of clear benefits.
The launch of the new intelligentResponse automated response solution for text-based service channels is based on research conducted by mplsystems following the award of a grant from the UK Government’s Technology Strategy Board. The grant was awarded to encourage mplsystems’ important work on the application of the latest multi-channel textual analytics technology to support the development of the connected digital economy within the UK.
Posted by Veronica Silva Cusi, news correspondent
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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, October 24, 2014