Richard Snow's Analyst Perspectives

Mplsystems Extends Beyond Contact Center in the Cloud

Posted by Richard Snow on Nov 23, 2012 11:22:44 AM

The parent company of mplSystems, Message Pad Ltd., was founded in the U.K. in 1994 and provides the infrastructure to support contact center operations. mplSystems’ main product family is intelligentContact (iContact), which is available either on premises or in the cloud. It is an interesting mix of products that covers call, email, chat, SMS, social media management and routing from a universal queue, a new social media product that routes social media posts to agents and provides the interface through which agents can respond. It offers some WFO capabilities, such as call recording, quality monitoring and workforce management, along with a new tool set that allows companies to build mobile customer service apps and a suite of reporting and analytics tools. Companies can choose to deploy as many of these applications as they require, adding more at a later date based on business demands to build a solution that meets the organization’s business requirements. mplSystems provides services to work with customers on these type of projects.

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Topics: Call Center, Cloud Computing, Collaboration, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer Performance Management (CPM), Customer Service, Desktop Analytics, Mobile Apps, Social CRM, Social Media, Speech Analytics, Text Analytics, Unified Communications, Voice of the Customer, Customer Experience, Analytics, Microsoft

Interactive Intelligence Puts Meaning Back in Innovation

Posted by Richard Snow on Apr 23, 2012 9:17:38 AM

Marketing claims about a company’s innovation have become so common as to be almost meaningless, and this is true in the software business. That’s a shame because it obscures cases in which a vendor really is innovative. For example, at a recent partner and analyst event hosted by Interactive Intelligence (ININ), its CMO told me that ININ has stopped using the phrase “deliberately innovative”  because claiming to be innovative isn’t helpful in getting across its messages.

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Topics: Business Mobility, Call Center, Cloud Computing, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer Feedback Management, Customer Performance Management (CPM), Customer Service, Desktop Analytics, Interactive Intelligence, Microsoft, Operational Performance Management (OPM), Social CRM, Social Media, Speech Analytics, Unified Communications, Voice of the Customer, Workforce Management, Workforce Performance Management (WPM), Customer Experience, Analytics

Expo Shows Maturity of Unified Communications

Posted by Richard Snow on Mar 14, 2012 11:56:04 AM

Like many other observers with a business perspective, I have been skeptical of unified communications, but a day I spent at the recent Unified Communications Expo 2012 went a long way to convincing me that unified communications has entered the mainstream. At this point I think organizations should consider it as a viable option to improve the efficiency of their communications systems, the ability to collaborate internally and with customers, and the effectiveness of their multimedia contact centers. 

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Topics: Business Mobility, Call Center, Cloud Computing, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer Data Management, Customer Feedback Management, Customer Performance Management (CPM), Customer Service, Dell, Desktop Analytics, IBM, Microsoft, NEC, Nokia, Operational Performance Management (OPM), Predictive Analytics, Social CRM, Social Media, Speech Analytics, Text Analytics, Unified Communications, Vocalcom and Zeacom, Voice of the Customer, Workforce Management, Workforce Performance Management (WPM), Customer Experience, Analytics