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News : mplsystems Positioned in the 2016 Gartner Magic Quadrant for the CRM Customer Engagement Centre
Warwick, UK, June 2, 2016 -- mplsystems, providers in contact centre and field service technologies, announced their inclusion in Gartner’s 04 May 2016 "Magic Quadrant" – for the CRM Customer Engagement Centre. This positioning follows their inclusion as a Visionary in Gartner’s 15 October 2015 Magic Quadrant for Contact Centre as a Service (CCaaS) Western Europe, making them one of two vendors to appear in both Magic Quadrants.
This is the second consecutive year that mplsystems have been recognised in the Magic Quadrant for the CRM Customer Engagement Centre by Vice President and Gartner Analyst, Michael Maoz and Research Director Brian Manusama. As stated in the report, "This Magic Quadrant examines the global market for customer service and support applications designed to engage customers through whichever channel they are using when they require assistance."
"We are extremely honoured to be included in Gartner’s CRM Customer Engagement Centre Magic Quadrant 2016; we believe it is a reflection of our pioneering technology, which allows agents to deliver an exceptional experience, regardless of whether the customer contacts the company via phone, social media, website or mobile device." comments Paul White, CEO of mplsystems. "We feel our inclusion in both of these reports provides validation of our unique capability to create true Omni Channel solutions – bringing together CRM and multimedia, alongside automation and complex business process management."
Gartner evaluated a number of vendors for the 2016 report, performing more than 150 online surveys and 50 telephone interviews with vendor references, as well as conducting over 1000 inquiries with Gartner clients, further evaluating the products.
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.
Gartner, Inc. is a research and advisory firm that helps more than 10,000 clients leverage technology to achieve business success. Gartner’s businesses consist of Research, Consulting, Measurement, Events and Executive Programs. Founded in 1979, Gartner has over 3,800 associates, including approximately 1,000 research analysts and consultants, in more than 75 locations worldwide.
Published: Friday, June 3, 2016