mplsystems, the multi-channel contact centre technology specialist, has been listed in the market overview section of Gartner’s new CRM Customer Engagement Centre (CEC) report (1) 8 and in the vendor categories for both the Web Customer Self-Service and Field Service Management sections of Gartner’s 2014 CRM Vendor Guide (2).
The listing in the CRM vendor guide and in the market overview section of Gartner’s Magic Quadrant report follows the recent validation of mplsystems’ intelligentContact offering by contact centre operators voting in Call Centre Helper’s 2014 Contact Centre Technology award. Readers selected intelligentContact as 2014’s top technology, citing the flexibility of the mplsystems’ solution and choosing it ahead of offerings from vendors such as Aspect Software, Genesys, Interactive Intelligence, LiveOps, NewVoiceMedia, Noble Systems and rostrvm.
“Our disruptive technology is revolutionising the traditional marketplace, and we believe this further acknowledgement from Gartner confirms it,” commented Paul White, mplsystems’ CEO. “mplsystems’ intelligentDesktops give agents a single view of all customer data from across organisations while managing interactions from any channel – providing massive efficiency savings and Customer Experience gains. What really sets this technology apart, however, is that organisations can rapidly create their own desktops exactly as they need them – and no longer have to force their business processes around over-complex, off the shelf menu-driven CRM models. With deployment options ranging from single or multi-tenant cloud, as well as on premise, mplsystems is one of only a small number of vendors who can provide clients with the flexibility they need to fit in with their existing infrastructure.”
In 2013 Gartner changed its Magic Quadrant title from Customer Service Contact centre to Customer Engagement Centre, recognising the increasingly multi-channel nature of today’s customer contact. Gartner also acknowledges the growing role played by software as a service (SaaS) as the delivery model for these solutions, projecting through 2017 that 60% of core customer support for CECs will be in an SaaS model.