IFS-mplsystems

IFS-mplsystems develop and deliver field service management and customer engagement software for businesses around the world who manage service-focused operations. The industry expertise of our people and solutions, together with commitment to our customers, has made us a recognised leader and the most recommended supplier in our sector.

From real-time dynamic scheduling, advanced service and contract management, to parts and returns and repair, IFS-mplsystems can manage your complete end to end service life-cycle. With Customer Engagement a priority for service organisations, IFS-mplsystems’ pioneering Omni-Channel Contact Centre and AI enabled Self-Service options can help transform not only the efficiency of your operations but also customer satisfactions, upsell and customer loyalty. 

Innovation Centre
Warwick Technology Park
CV34 6UW
Warwick, Warwickshire
United Kingdom

Safety & Health Expo 2019

ExCeL, London, UK 18-20 June 2019

Omni-Channel Contact Centre
Product

Omni-Channel Contact Centre

mplsystems provide innovative Omni-channel contact and CRM customer engagement desktops. These solutions can be delivered on premise or in the cloud and are tailored to suit the precise needs of your individual businesses. From self-service solutions and mobile apps to social media tools, mplsystems offer...

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Customer Engagement CRM
Product

Customer Engagement CRM

Providing excellence in customer engagement whilst getting the best from your contact centre staff means giving your agents a simple, intuitive interface, which brings together not only contact channels and CRM in a single application but also all customer data from back office systems. mplsystems provide...

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Unified Agent Desktop
Product

Unified Agent Desktop

The contact centre is awash with new technology: CRM systems, email tools, order processing tools, diallers or trouble ticketing applications. However the lack of integration between these systems means that the two principal benefits that they should bring to the business, improving customer experience a...

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Web Chat Software
Product

Web Chat Software

Research predicts that by 2020 web chat will account for almost 40% of all traffic in to the contact centre, overtaking traditional telephone channels. For the generation who are now accomplished at instant messaging, web chat represents the most convenient form of customer service. For the online consume...

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Call Handling
Product

Call Handling

Whilst new channels are constantly being added to the customer service environment, telephone remains the primary channel for customer enquiries, so whilst businesses look to implement and support new channels, they must also remain focused on voice and how this can be continually improved as part of an ...

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Dialling and Campaign Management
Product

Dialling and Campaign Management

Contact centres performing sales, service and marketing or a mix of these activities, require a degree of flexibility that allows them to manage multiple campaigns, both inbound and outbound with different dialling modes, however many companies are still relying on rigid, inflexible traditional diallers. ...

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Knowledge Base
Product

Knowledge Base

According to Gartner 20-25%of agent’s time in customer support is wasted trying to find the information they need to respond to customers. 40% of calls into call centres could be deflected if customers could more easily find the information they need online

Customers demand an accurate res...

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Self-service
Product

Self-service

Customers are increasingly demanding control via self-service, in fact by 2018 Gartner Predict that 2/3 of customer service interactions will be self-service, a massive shift from today where the majority of requests involve human interaction. Businesses who fail to offer simple online or mobile app custo...

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Social Media Customer Service
Product

Social Media Customer Service

Social media is having a major impact on the customer service industry and has transformed how and where customers are looking for help and advice. However expectations of social customer service are high and organisations are still struggling to keep up. Customers expect real-time answers and an instant ...

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Workforce Optimisation
Product

Workforce Optimisation

With the increase in alternative channels with the contact centre such as web chat, mobile and social, getting the most from your workforce has never been more important or indeed complex. Empowering agents with the right skills and motivation involves a complex suite of diverse and integrated workforce o...

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Advanced Engineer Scheduling Optimisation & Prediction
Product

Advanced Engineer Scheduling Optimisation & Prediction

mplsystems’ AESOP scheduling module delivers real-time optimisation of in-field technicians. Ensuring that organisations can offer a rapid response to in-day jobs; provide precise time slots & manage delays, changes and overruns - all without compromising on workforce efficiency.

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Email Management
Product

Email Management

TRANSFORM RESPONSE RATES AND IMPROVE AGENT PRODUCTIVITY WITH EMAIL MANAGEMENT
Even though email accounts for only 15% of overall inbound call centre transactions, research has shown that over 30% of consumers actually list email as their favoured contact channel and its use in customer service ...

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