GoResponse Telephone Answering Service Staff

Gartner names mplsystems as a visionary

call centreFor the second consecutive year, Gartner has named mplsystems as a visionary in its Magic Quadrant report. Placing mplsystems in the Contact Centre-as-a-Service (CCaaS) category, Gartner positioned the call centre solution provider as the furthest along for completeness of vision. The recognition comes after Gartner previously mentioned the firm in its Customer Engagement Centre report back in May, making mplsystems one of just two companies to have been mentioned in both Magic Quadrants.

Mplsystems Chief Executive Paul White said: “We are thrilled that for the second consecutive year, Gartner have recognised us as a Visionary of CCaaS, which we believe is due to our ability to deliver true omni-channel customer service through our combination of CCaaS and CRM.”

The CCaaS market continues to grow at a rapid pace, offering telephone answering services around the world access to new tools and technologies. Mplsystems’ solution, intelligentContact, offers an omni-channel experience that is able to route chat, email, phone, social, mobile, SMS and self-service channels using blending, skill-based and queuing intelligence. Meanwhile, the core features of the platform provide tools such as call recording, IVR, workforce optimisation and admin features. This package provides a way for firms to streamline their entire operation.

For call centres across the country, it is becoming increasingly important to maximise the efficiency of all operations, whether these are the technologies being used or the staff hired. By integrating solutions such as mplsystems’ intelligentContact, businesses can access flexible, scalable and intelligent tools to drive success and meet consumer demands.

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