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.

Contact Centre CLUB

The CEC Magic Quadrant “examines the global market for customer service and support applications, designed to enable customer service and support agents to engage customers through their preferred communication channel.”

“We are extremely honoured to have again been included in Gartner’s CEC Magic Quadrant, we believe this is a validation of our pioneering Customer Service and Omni-Channel applications. We are seeing organisations who are really struggling to achieve Omni-Channel service whilst ensuring Customer Service agents have a single view of contextual customer data from across their organisations. Here at mplsystems, we provide a unique solution with both Customer Service CRM and Visionary contact centre technology, combined in a uniquely configurable agent desktop;” shares Paul White, CEO of mplsystems. “Our vision is to make ‘Complex Customer Service Simple’. Using a combination of NLP and process management we automate and relieve agents of selective tasks, further transforming operational costs and empowering staff.”

Gartner evaluated a large number of vendors for the 2017 report, conducting over 1,000 inquiry calls with clients wanting to evaluate products. Additionally, over 150 online surveys and 50 telephone interviews with vendors’ reference customers were taken into account, further evaluating the products.

About the Magic Quadrant

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organisation and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

What sets mplsystems apart? mplsystems’ Vision is to ‘Make Complex Customer Service Simple, through our unique combination of Omni-Channel communications, CRM Customer Service, AI enabled automation and Field Service technology. Bringing together calls, email, chat, mobile and social messaging with contextual customer data in a single unified CRM Agent Desktop application. These applications guide agents through complex processes and embed contextual knowledge, removing the need to hand actions off to the back office for processing. Alongside this, AI is used to intelligently identify selective tasks for automation while assisting agents with complex tasks efficiently.

What makes mplsystems really unique is our unlimited configurability; providing the ability to deliver these process-centric, integrated applications in a matter of weeks, as opposed to the months or years that is typical of alternative customised solutions. End user configurability ensures clients can continue to evolve their applications as customer service priorities change.