News : Warwick-based IT Firm Wins Major Government Backing
Warwick, UK, Aug 19, 2016 -- A Warwick tech firm which provides contact centre and field service management software has been awarded a government grant to enhance how organisations manage their field workforce.
mplsystems, based at the University of Warwick Science Park’s Innovation Centre in Gallows Hill, has received backing from the UK’s innovation agency, Innovate UK, for their ‘Advanced Engineer Scheduling Optimisation & Prediction’ (AESOP) project.
This is the second grant of its type that mplsystems has received, following the first which allowed the firm to focus on using natural language processing and advanced text analytics to provide intelligent automated processing of requests in contact centre environments.
The firm is now working to develop software which will optimise the field workforce in real-time using the Internet of Things (IoT) – where objects in the field will predict and report break-downs before they even occur.
Benefits from the project will see increased efficiency for organisations in planning their field engineers and technicians, along with the ability to react to unforeseen events, such as traffic hold-ups and overrunning on jobs.
Susannah Richardson, marketing director at mplsystems, said: "There is now a much larger focus on customer experience within UK businesses across all industries, an experience that goes beyond the contact centre and out across the field service engineers too.
"This is why it is important for optimisation to occur throughout every channel possible via minimum cost to the company."
Karen Aston, centre manager at the Warwick Innovation Centre, said: "As markets grow ever-more competitive and interchangeable, businesses are increasingly recognising the importance of effective customer engagement, thus making mplsystems’ services all the more valuable.
"The company has been here and grown with us since 2008. We are delighted that the firm’s work is receiving the recognition and support it deserves as it continues to lead the way in enhancing the customer contact technology industry - and that we have provided the ideal platform from which to grow."
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: Monday, August 22, 2016