Contact Center Solutions Featured Article

mplsystems Debuts Improved intelligentDesktop Agent Solution

September 27, 2013

mplsystems specializing in multi-channel contact center and customer experience solutions unveiled a new version of its intelligentDesktop-based agent desktop solution.

Paul White, mplsystems’ chief executive officer said, “There’s a constant pressure on customer service organizations to take advantage of innovative technologies such as big data, mobile, social and cloud – but it isn’t always obvious how they can actually do that. That’s where our intelligentDesktop approach comes in.”


This solution will help customer service providers by supporting their customer engagement activities. intelligentDesktop allows providers to customize their ‘smart’ agent desktops by using a drag and drop, fully user-configurable ‘no coding’ model.

Organizations that use the intelligentDesktop will be able to manage all omnichannel customer engagement needs. It can populate an agent’s desktop application with all the details that are required to manage any interaction when a customer contacts using voice, E-mail, webchat, SMS or social media.

The details will include customer history, data from back office systems and also details regarding previous queued interactions on channels like E-mail, Twitter or chat. This information lets agents to review all interactions. The agent can use intelligentDesktop to identify the next course of action to serve the customer better by using the cross-sell/upsell opportunities, relevant scripts and customer prompts.

The new version of intelligentDesktop supports touch screen enabled desktop applications delivered via Microsoft Windows 8. Agents can benefit from a simple, intuitive way to deal with complex interactions.

Using intelligentDesktop organizations can overflow simple customer interactions to other company employees when the contact center is busy. Customer service is enhanced as functions which were dealt by dedicated teams like customer care, support, home shopping and field service are now integrated into multi-functional groups. This improves quality of engagement and loyalty and agent teams can focus on specific customer segments, explained officials.

Recently GamCare selected Mplsystems’ contact center solution that includes intelligent agent desktop and web chat functionality. GamCare which is a charity organization offering advice, support and free counseling for the prevention and treatment of problem gambling, has deployed the solution to increase its client handling capacity. This solution will reduce GamCare's dependency on additional specialist counselors.




Edited by Peter Bernstein



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