mplsystems, a provider of call center software and customer experience technologies, recently launched a new cloud-based agent desktop solution that delivers multichannel and social media innovations.
The new intelligentDesktop provides customer service providers with greater levels of support for their customer engagement activities. It enables customer service operations to create and customize their own smart agent desktop with a simple, drag-and-drop functionality.
The solution enables organizations to adopt latest trends such as big data, mobile, social and cloud. They can also bring all necessary components essential for supporting the increasing omni-channel customer engagement needs.
The intelligentDesktop supports different channels of communications, including voice, e-mail, Web chat, SMS or social media. It populates an agent’s desktop application with all the details they need to manage the interaction, which may include customer history, data from back office systems as well as the details of any previous queued interactions via any channels.
With this feature, intelligentDesktop will also identify any appropriate next actions that could help resolve a customer’s query, providing agents with details of cross-sell/upsell opportunities, relevant scripts and customer prompts.
Another advantage of intelligentDesktop is that all relevant social interactions presented to agents can add further context for customer engagement. The latest version of mplsystems has also enabled significant advances in user configurability, giving organizations the ability to customize and modify their own desktops to optimize agent performance.
mplsystems also makes it particularly easy for organizations to change how data is formatted and presented to agents.
The latest intelligentDesktop release also provides support for touchscreen-enabled desktop applications delivered via Microsoft Windows 8.
With intelligentDesktop, organizations can integrate several features such as customer care, support, home shopping and field service that were previously handled by dedicated teams. This will improve quality of engagement and loyalty as teams can remain focused on specific customer segments.
Some of the clients that have already adopted mplsystems’ intelligentDesktops within their customer contact operations include Babcock International, Balfour Beatty, Fitness First, Ford Retail, Global Blue and Iceland.
The Power of the Cloud Call Center eBook
Everything you need to know about cloud call centers and the benefits they can provide to your business.
Join the Crowd, Moving to the Cloud
Companies are increasingly turning to the cloud as the ideal solution for replacing their legacy IVR system.
Driving Performance with Embedded Business Intelligence Analytics in Your Voice Application
This whitepaper explores the value of having embedded BI in your voice application and the rich information...
Five Simple Strategies to Make Your Support Center Callers Smile
This paper highlights five simple strategies any organization should consider to cost-effectively increase the level of service of their support.
How the Cloud Levels the Customer Service Playing Field
When customers compare businesses, they look to service quality as a differentiating factor.
Leverage Cloud-Based Contact Center Technologies To Provide
Differentiated Customer Experiences
Companies are increasingly turning to cloud-based contact center solutions that help deliver better experiences.
Five Ways to Differentiate Your Customer Service Offering Using the Cloud
Cloud contact center technologies should be used to assist businesses in adapting to customers' evolving channel preferences.