PRESS RELEASE: Multi-channel contact centre technology specialist mplsystems has been shortlisted alongside its customer GamCare in the new Multi-Channel Customer Service category of the 2014 European Call Centre and Customer Service Awards.
The shortlisting follows the news that mplsystems’ intelligentContact cloud-based multi-channel contact centre solution was ranked number 1 by users voting in Call Centre Helper’s 2014 Contact Centre Technology awards.
GamCare is a specialist charity that offers advice, support and free counselling for the prevention and treatment of problem gambling. The charity had noticed that web chat was quickly becoming a key channel among 18-25 year old users of its service, with chat growing to account for 50% of the contacts from this group. However, the sudden uptake in chat requests presented them with a technical challenge, as its previous contact solution wouldn’t let the charity share resources across channels.
Thanks to the deployment of an mplsystems solution that combined both intelligent agent desktop and webchat capabilities, GamCare has been able to successfully blend calls and Web Chat interactions, responding immediately to 90% of customer demand without the need for extra counsellors. Blending has allowed the charity to optimise the use of its specialist trained advisors, enabling GamCare to increase its number of clients helped by over 18% in under a year.
Following the initial judging process, the mplsystems/GamCare project has now been selected as one of just four finalists for the new Multi-Channel Customer Service award category, alongside AXA Insurance, Dataforce Interact and LivePerson.
About The European Call Centre and Customer Service Awards 2014
The European Call Centre & Customer Service Awards recognise and reward the best and most successful individuals and organisations in the contact centre and customer service industry. http://www.callcentre.co.uk/awards
GamCare is the leading provider of information, advice, support and free counselling for the prevention and treatment of problem gambling. GamCare takes a non-judgmental approach to gambling and does not wish to restrict the choices or opportunities for anyone to operate or engage in gambling opportunities that are available legally and operated responsibly. GamCare operates the national telephone and online helplines for anyone affected by a gambling problem and provides both face-to-face and online counselling, free to clients. www.gamcare.org.uk
mplsystems bring together multi-channel contact centre technology with innovative customer service and sales software. Its intelligent desktops offer a single view of customer activities across the business, helping our clients to resolve queries faster whilst benefiting from more integrated processes, faster deployment and dramatically reduced IT costs. For more information please visit www.mplsystems.co.uk