Based in the U.K., mplsystems is a relatively small vendor of contact center in the cloud systems, having fewer than 200 employees, but it has a distinct portfolio of products. Its core product, intelligentContact, is designed for omnichannel customer engagement. Its two other products, Customer Service CRM and Field Service Management, are not typically supported by other vendors in this space. As I dug deeper into the component parts of each of these products, I found other capabilities that also are not normally offered by contact center in the cloud vendors.
Topics: Analytics, Call Center, Cloud Computing, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer Engagement, Customer Performance Management (CPM), Customer Service, Mobile Technology, Speech Analytics, Text Analytics, Uncategorized, Voice of the Customer, Customer Experience