PRESS RELEASE: mplsystems, the contact centre and field service technology specialist, has been mentioned in Gartner’s new 2016 Field Service Management Report, , this is in addition to their listing as a Visionary in the October 2016 Magic Quadrant for Contact Centre as a Service (CCaaS), Western Europe and their inclusion the May 2016 Gartner Magic Quadrant for the CRM Customer Engagement Centre.
“We are delighted to be mentioned by Gartner in this report. We believe this, alongside the Magic Quadrants for Contact Centre as a Service and CRM Customer Engagement Centre, illustrates our unique capability to deliver a seamless end to end solution, from initial point of customer contact, through to onsite service;” states Paul White, CEO of mplsystems. “Our innovative technology is revolutionising the market place, empowering customers to request and amend service via mobile technology and to manage the delivery of this service in real-time. Our advanced scheduling engine enables organisations of all sizes to resolve complex field workforce management problems. Whilst our highly configurable mobile apps enable businesses to not only deliver effective real-time service, but also effortlessly handle overruns, parts, payments and identify further revenue opportunities”
This report from Gartner notes, “the Field Service Management market is growing rapidly in response to proven business results from projects and technology developments in mobility, SaaS and machine learning” and predicts that “By 2020, two out of three large field service organisations will equip field technicians with a mobile application that drives profitability by creating revenue streams, efficiency and customer satisfaction.”
The mention in Gartner’s Field Service Management MQ report follows the recent announcement of securing their second funding award from the UK’s innovation agency, Innovate UK. Their ‘Advanced Engineer Scheduling Optimisation & Prediction’ (AESOP) project will prototype a pioneering customer service 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.
1.Magic Quadrant for Field Service Management – Gartner 3 November 2016
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