Multi-channel contact centre technology specialists mplsystems’ intelligentContact cloud-based solution has been voted the top technology in Call Centre Helper’s 2014 Contact Centre Technology awards program.
“We’re immensely proud to win Call Centre Helper’s 2014 Contact Centre Technology award, and particularly grateful to those members of the Call Centre Helper community, including our supportive customers, who voted our intelligentContact solution as their number one choice ahead of offerings from vendors such as Aspect Software, Genesys, Interactive Intelligence, LiveOps, NewVoiceMedia, Noble Systems and rostrvm,” added Paul White, CEO at mplsystems.
“The fact that almost half of the top 20 candidates for this award are specialists in cloud contact centre delivery and multi-channel support speaks volumes about how these technologies are proving critical for success in today’s rapidly evolving customer contact centre world.”
intelligentContact is a family of multi-channel contact centre components which can be combined to provide a solution to an organization’s specific challenges. Rather than having to integrate piecemeal technology from different vendors, or suffering the headache of adapting traditional, expensive off-shelf solutions, intelligentContact can be offered as an integrated solution providing only the modules required, at an affordable cost. The agent is provided with an intelligent desktop which brings together the technology they need with relevant, real time customer data and processes from across the organization so they can focus on communicating with the customer whilst data and process management is automated.
Recently, Echo Managed Services, a contact management service provider, stated that it is leveraging the features of mplsystems’ intelligentContact multi-channel contact center technology to power its new technology infrastructure.
“These awards are voted on not by a panel of ‘experts’ but by real life contact centers that are using the technology,” said Jonty Pearce, Editor of Call Centre Helper. “Over 330 votes were received during the voting process and the detailed comments clearly sh:ow what customers love about the technology. intelligentContact scored the largest number of votes and was particularly singled out for the flexibility of the technology, its email capabilities as well as the good level of support provided by mplsystems.”