ARCHIVE FOR THE ‘contact-centre’ CATEGORY

How to Reverse the ‘It’s Getting More Complex and Expensive’ Trap

Oct 03, 2018 • Featurescontact centrecustomer engagementmobile workforce managementmplsystemsomni channelfield servicefield service managementIFSService ManagementService TriageSoftware and Appsomnichannel

Across the last few weeks, we've run a mini-series of excerpts of from the latest white paper from IFS we take a look at how communication is changing and technology is evolving.

Complexity Is a Distraction to Delivering your Target Customer Experience

Sep 26, 2018 • Featurescontact centremobile workforce managementmplsystemsomni channelfield servicefield service managementIFSService ManagementService TriageSoftware and Apps

As part of a new mini-series of excerpts of from the latest white paper from IFS we take a look at how communication is changing and technology is evolving.

Communication Channels: Customers Want It Their Way

Sep 20, 2018 • Featurescontact centremobile workforce managementmplsystemsPaul Whitefield serviceIFSService ManagementService TriageSoftware and Appssoftware and apps

As humans, we communicate as readily as we breathe and eat. Whichever generation we are born into the desire to relate to the peer group we grow up with remains a constant. The difference lies in the communication technology at our disposal. in...

Helen selects Tieto Smart Utility for digitalizing its business and increase customer experience

Sep 03, 2018 • Newscontact centreCustomer ExperienceCustomer ServicedigitalisationDigitalizationEnergyfield servicefield service managementService ManagementSoftware and AppsutilitiesData CentresHelen FinlandTieto Smart Utilities

Finnish energy company Helen has selected the Tieto Smart Utility cloud solution to support its retail and distribution business. The new services improve competitiveness and operational efficiency by digitalizing the company’s key processes and...

Ericsson: zero-touch could herald a new era in service provider customer interaction

May 28, 2018 • Newscontact centreCustomer ServiceFuture of FIeld Serviceomni channelZero-touchzero-touch customer experiencezero-touch experiencesEricssonEricsson Consumer & IndustryLabfield serviceService Management

Consumer & IndustryLab released its latest Insight Report today - the Zero touch customer experience – exploring the future of customer interactions with mobile service providers.

IFS makes two Service Management acquisitions: mplsystems Limited and Field Service Management Limited

Aug 01, 2017 • Newscontact centreMergers and Acquisitionsmplsystemsend to end serviceField Service Management LtdIFSSoftware and Apps

IFS, the global enterprise applications company, today announces it has completed the acquisition of mplsystems Limited and Field Service Management Limited.

Frost & Sullivan lauds Teleopti's stellar customer engagement in the workforce management market

Jul 12, 2016 • Newscontact centreContact Centrecustomer engagementFrost and SullivanSoftware and AppsTeleopti

 

mplsystems positioned in the 2016 Gartner Magic Quadrant for the CRM Customer Engagement Center

Jun 02, 2016 • Newscontact centremplsystemsomni channelgartnerSoftware and Apps

mplsystems, providers of contact centre and field service technologies, have recently announced their inclusion in Gartner’s 04 May 2016 “Magic Quadrant” - for the CRM Customer Engagement Centre.

Putting the customer back in control with self-service technology

Mar 10, 2015 • Featurescontact centrecustomer self helpmplsystemsmulti-channelself-serviceSoftware and Apps

As self-service technology experiences rapid growth in industries such as retail and financial services, research reveals that the field service industry have been somewhat slower to adopt writes Paul White of mplsystems. 

The Contact Centre of Tomorrow: 5 ways it will be different

Aug 27, 2014 • Featurescontact centreFuture of FIeld Servicefuture of field serviceGregoire VigrouxTelus International

The contact centre remains an important asset to many field service organisations, but like field service itself the contact centre is rapidly evolving. Here Gregoire Vigroux, European Marketing Director, TELUS International looks at what the...

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