Tag Archives: mplsystems

IFS extends leadership in Service Management with two acquisitions mplsystems Limited and Field Service Management Limited

IFS, the global enterprise applications company announces it has completed the acquisition of mplsystems Limited and Field Service Management Limited. mplsystems Limited is a provider of omni-channel contact center and customer engagement software that, together with IFS’s leading Service Management offering, provides a complete end-to-end customer engagement solution. Continue reading IFS extends leadership in Service Management with two acquisitions mplsystems Limited and Field Service Management Limited

mplsystems Included in the 2017 Magic Quadrant for the CRM Customer Engagement Centre for the Third Consecutive Year

PRESS RELEASE: mplsystems, leading provider of contact centre and field service technologies, announced their inclusion in Gartner’s May 2017 “Magic Quadrant for the CRM Customer Engagement Centre (CEC)” for the third consecutive year. This follows their inclusion as a Visionary in Gartner’s October 2016 Magic Quadrant for Contact Centre as a Service (CCaaS), Western Europe, making them one of two vendors to appear in both Magic Quadrants. Continue reading mplsystems Included in the 2017 Magic Quadrant for the CRM Customer Engagement Centre for the Third Consecutive Year

The Future of Intelligent Customer Routing

Routing customer queries to the best skilled agent to deal with them is the foundation of every contact centre. As consumers continue to increase the amount of channels they communicate with the company via, it becomes increasingly difficult, and yet crucial, for contact centres to assign them in a timely manner. For example: after speaking to an agent on web chat, the customer would expect to have their query routed to the same agent on the phone later down the line. Continue reading The Future of Intelligent Customer Routing

mplsystems receives honourable mention in Gartner’s new 2016 Field Service Management Report

PRESS RELEASE: mplsystems, the contact centre and field service technology specialist, has been mentioned in Gartner’s new 2016 Field Service Management Report, [1], 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. Continue reading mplsystems receives honourable mention in Gartner’s new 2016 Field Service Management Report