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Meet with Diabolocom at the Contact Centre & Customer Services Summit!

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There’s only a few weeks left until the Contact Centre & Customer Services Summit!

Let’s take advantage of this virtual event to enhance your customer interactions!

Diabolocom‘s 100% cloud software can be integrated to your CRM in only a few minutes.

Self-service, personalized messages, post-call workflows, …

Are you ready to set up the best strategies in order to increase sales while improving customer satisfaction?

Free Demo Here https://www.diabolocom.com/en/free-demo

Do you specialise in CRM for contact centres? We want to hear from you!

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Each month on Call Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in December we’re focussing on CRM solutions.

It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today.

So, if you’re a supplier of CRM solutions to call centres and would like to be included as part of this exciting new shop window, we’d love to hear from you – for more info, contact Gayle Buckland on g.buckland@forumevents.co.uk.


IFS-mplsystems named a Visionary in the Gartner 2017 Magic Quadrant

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IFS-mplsystems has been named by Gartner as a Visionary in its October 2017 Magic Quadrant for Contact Center as a Service (CCaaS), Western Europe, for the third consecutive year.

This recognition follows the inclusion in the 2017 Magic Quadrant for the CRM Customer Engagement Center (CEC) in May, which makes IFS-mplsystems one of only two vendors to appear in both these Magic Quadrants, which the company believes  illustrates its ability to deliver effective omni-channel service through it’s unique combination of CCaaS, CRM Customer Service and AI enabled automation.

“Making complex customer service simple has been central to our customer proposition, and we are delighted that Gartner has yet again recognized us as a Visionary,” said Paul White, Director of Customer Engagement, at IFS-mplsystems. “From our unique Omni-Channel grouping functions, to embedding AI and automation within our agent applications, we have led innovation in the contact centre market over the past three years, and we are honoured that Gartner has recognized us once again. Our configurability and ease of integration of the solution, as well as the high level of support offered is confirmed by our clients through their loyalty and satisfaction levels. We look forward to continuing our positive influence on the global contact centre market through the IFS family, which gives us immediate access to a worldwide sales, delivery and support network.”

The report recognizes that the market is maturing and this is reflected within the market overview section, which discusses how the drive to develop the contact center into the ‘customer experience center’ is adding new dynamics to the CCaaS market.

Companies are revising their evaluations and selections of vendors to provide nonvoice channels (email, web chat, video chat, social and so on) to their customer service environments. During the past 5 to 10 years, many have looked to either their CRM vendors or best-of-breed specialists to provide these customer interaction channels.

“However, voice-based interactions continue to make up a significant portion of interactions in contact centers,” said White. “As such, as companies look to evolve their customer support to become more customer-centric across all interaction channels, some are recognizing the benefits of acquiring both their voice and nonvoice channels as a package from a single vendor — and very few CRM vendors support phone-based assisted customer service. Benefits include the use of a consistent business rule management capability for routing, queuing and escalating interactions across channels; this enables the company to prioritize handling of the best customers, regardless of customers’ chosen channels. Obtaining all interaction applications from a single vendor also makes it easier for companies to manage reporting and staffing across channels, rather than having to integrate operational performance data across separate systems.

“Customer interaction desktops are a CEC-related subject that has attracted a notable increase in client inquiries. A ’single view of the customer‘ through multiple digital channels is something that most organizations recognize would improve the customer experience. However, with multiple touchpoints for customer contact across disparate application platforms, it is difficult to achieve without significant development effort by the customer service organization.”

IFS-mplsystems’ vision is to ‘make complex customer service simple’, which is achieved through their unique combination of Omni-Channel communications, CRM Customer Service and AI enabled automation providing service and support staff with pioneering intelligent desktop applications. Bringing together calls, email, chat, mobile and social messaging with contextual customer data in a single unified CRM Agent Desktop, these applications gudie agents through complex processes and  transactions.

The data mash-up concept takes data from multiple sources across an enterprise and intelligently adapts to present agents with the precise data they require to resolve a customer request, rather than forcing them to search multiple tabs and menus. Alongside this, simple to configure workflow delivers automated processing and prompts. The impact is a dramatic improvement in agent efficiency combined with transformed customer experience because agents can deliver rapid, informed omni-channel service.





MPL Systems in Gartner’s May 2017 Magic Quadrant

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mplsystems, a leading provider of contact centre and field service technologies, has announced its 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 Magic Quadrant for Contact Centre as a Service, making them one of only two vendors to appear in both Magic Quadrants.

This unique combination of contact handling plus Customer Service CRM in a single intelligent Agent desktop means you can slash the times agent spend dealing with requests whilst delivering clients a seamless Omni-Channel service.


IP Integration launches TrustCall

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IP Integration has launched new patented technology, TrustCall On-Demand, designed to assist contact centres initiate secure, seamless call-outs to a cloud payment processing platform.

The Patent for TrustCall On-Demand was granted in April following a two-year pending process, with the technology being compliant with PCI DSS and future regulations such as the EU General Data Protection Regulation (GDPR).

Speaking to Call Centre Helper, Steve Murray, senior director at Trustcall said: “This is the first true pay-per-transaction model for taking PCI-compliant payments over voice, webchat and SMS, and as such it can significantly lower costs for contact centres.”

“The innovative technology we’ve developed has ensured the grant of this patent; it is ground-breaking, and will improve both efficiency and costs for customers, some of whom are paying large amounts to route all their calls to meet with compliance, when only 10% or 20% actually relate to a payment.”

Joe Prentis, CEO and Founder of IP Integration, said: “It is a constant challenge for contact centres to remain compliant with PCI DSS and other forthcoming regulations and to manage the cost of handling payment-related calls.

“With the launch of TrustCall, we have created a solution that gives them options that will lower their costs without forcing them to compromise on compliance or delivering a great customer experience.”

TrustCall can be embedded into existing CRM systems or used as an independent application.



Learn from mpl systems at the Call Centre & Customer Service Summit

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Customers expect consistent, accurate and efficient service when they contact an organisation.

Yet all too often an agent has to navigate multiple disconnected systems to extract the required customer data, traditional CRM systems do little to alleviate these issues.

In contrast mplsystems’ unified agent desktop delivers a single customer view, designed for the contact centre, collating data from multiple systems, guiding agents through complex processes and providing omni-channel communications, all as part of a single agent application.

Join us to learn about technology options and best practice in our seminar: Empowering Agents & Workforce Optimisation at the Call Centre & Customer Services Summit 9.45am on Monday April 24th.

Join the seminar at 9.45am on Monday 14th April 2017 – For more information contact Tina Parekh on 01926 623 500 or email info@mplsystems.co.uk.

Guest Blog, Heather Richards: The ‘crystal ball’ of customer service…

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If the US election result tells us anything, it’s that the ability to predict results is neither easy nor guaranteed. Any pollster or political commentator can now tell you that there’s a world of difference between what someone says and what they actually mean. It’s something that centre agents instinctively know to be true; customers can ask the same question in thousands of ways, sometimes skirting around the subject or simply not having the technical terms they need to address it.

Deciphering what the customer wants and resolving the query efficiently and effectively is compounded by the pressures of accessing the right information against a backdrop of having to handle an increasingly diverse range of issues, which could potentially affect almost every aspect of a customer’s experience with a business. As larger businesses use consolidated contact centres that support multiple products and services, heavier burdens fall on a fewer number of agents who, in most cases, have difficulty finding the information appropriate for each enquiry. 

Despite the best efforts – and investments – in CRM over the years, it can still make a centre agent or customer service rep feel like what they really need is a crystal ball if they’re ever going to reach customer satisfaction.

Sadly, no crystal ball exists. So to be successful in consistently delivering outstanding customer experience, contact centres need provide instant access to information by supporting the complete customer journey. In essence, giving agents the tools. 

In any customer interaction, the agent is essentially being asked to follow a three-step process:  

  1. Understand the intent and context of the inquiry to eliminate time consuming research and get to the answer quicker.
  2. Anticipate the answers needed and predict what the customer might ask next.
  3. Learn from the conversation to improve future interactions, giving better customer service and less admin. 

The certainty and consistency in customer service interactions, reducing , and satisfaction on both sides. Gartner’s ‘Knowledge Management Will Transform CRM Customer Service‘ report supports this, noting that “the use of tools such as semantic search engines tied to well-curated knowledge repositories can accelerate time to answer queries by 80 per cent” and increase customer satisfaction by 12 per cent. 

Transversal has worked with some of the largest and most customer-service focused and busiest organisations in the UK, from John Lewis to Mothercare, to the BBC, RAC and more. Transversal’s Prescience platform works in much the same way as the human mind works, to understand, then predict, and finally improve customer interactions by continually learning and improving knowledge as it goes.

Armed with CRM data and case detail, Prescience work by anticipating what agents need from the moment they begin entering text into a service request form, or by contextually understanding information in a chat or email response. Bringing in elements of artificial intelligence and cognitive knowledge management, the platform begins to process what people are asking before they have even finished their sentence. This simple but intuitive function eliminates unnecessary research, increases knowledge usage, and naturally reduces the effort for everyday agent tasks.

Independent  research has found this leads to a 28 per cent increase in customer service rep productivity and reduces call times by 40 per cent. 

But customers usually ask more than one question. It uses ‘smart links’ to mimic a person’s train of thought to identify what they are likely to ask next, enabling the agent to provide a better service and increasing first contact closures by 18 per cent, according to the same research.  


Heather Richards, CEO, joined Transversal in 2001 and has been instrumental in the company’s growth from a Cambridge technology start-up into the successful business it is today. Heather holds BA degrees in English and Philosophy from Westminster College in the US, and an M.Phil. in European Literature from the University of Cambridge.