mplsystems positioned in the 2016 Gartner Magic Quadrant for the CRM Customer Engagement Centre

PRESS RELEASE: mplsystems 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.

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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.

The report states that; “at the heart of a CEC is a case management and problem resolution system. It requires a strong ability to create, split, federate, join, assign and escalate cases, if it is not to be of merely marginal benefit to a CRM initiative. The functionalities evaluated in this Magic Quadrant include those for knowledge-enabled service resolution, social media/community management and offer management. Also evaluated, are interaction assistance tools and service analytics dashboards.” Gartner also reflected that, “to support customers, some interactions will remain human-assisted, while far more will be automated and some will require customer self-service through search tools or social media channels.”

mplsystems’ vision is to transform consumer experience and agent efficiency in the service centre, by bringing together all multimedia communications with contextual customer data in a single unified agent desktop. The software guides agents through complex business processes whilst removing the need to hand actions off to the back office for processing. Alongside this, their innovative self-service module filters out simple interactions for automation as it seamlessly routes the remaining transactions for agent assistance. What makes mplsystems really unique is their ability to offer not only these customer service solutions, but also cloud contact center and field service technology as part of a truly end-to-end Omni-Channel solution.