mplsystems, the multi-channel contact centre specialist, has launched an innovative suite of ‘contact centre strength’ mobile Customer Service Apps developed to address the industry’s pressing need to integrate smartphone and tablet-based interactions into existing contact centre service queues. The company’s new suite of mobile customer service apps are designed specifically to support today’s increasingly complex customer service processes.
Unlike earlier marketing-led apps initiatives, mplsystems has created a next generation mobile apps platform that supports the delivery of richer and more complex service capabilities. These Customer Service Apps integrate fully with an organisation’s existing contact centre activities, ensuring users gain all the benefits and flexibility of mobile apps but with the reassurance that their requests will be handled in the same way as more traditional channels.
The Apps suite also incorporates an App Builder that enables organisations to build their own self service apps for smartphone users and integrates these into their multi-channel contact centre. Balfour Beatty Workplace, for example, one of the UK’s leading total facilities management providers, is deploying mplsystems’ mobile apps to make it simpler for their customers to log service requests.
“Our research shows that while customers appreciate the immediacy and control that apps can deliver, they also want the certainty that comes from knowing their issues or requirements are being resolved. We’ve built our new suite of Customer Service Apps to specifically address this, with 100% of all smartphone interactions connecting with existing contact centre queues and processes. This means that at any stage of their mobile apps experience, users can easily transfer out of the app into the contact centre queue, taking all of their transactional data with them,” commented Paul White, mplsystems’ CEO.
“Contact centre strength mobile apps deliver significant advantages for both B2C and B2B organisations and their customers,” he added, “particularly when it comes to streamlining customer service activities and telescoping processes. By deploying one of our Customer Service Apps, organisations can provide their customers with smarter connected interactions, reduced effort and an improved experience without having to replace any of their existing contact centre telephony infrastructure.”
With a track record of mobile apps success already secured through the widespread deployment of its iMobile family of mobile field service in Metric Group, Gamestec, Aramark and Robert Woodhead amongst others, mplsystems is ideally placed to develop and implement complex mobile apps solutions for its customers. The company’s new suite of mobile Customer Service Apps focus on unlocking efficiency benefits by allowing customers to resolve queries through self-service which, in turn leads to reduced costs, improved contact centre resourcing, as well as process efficiencies with the replacement of often time consuming IVR.
The company’s mobile Customer Service Apps are built as native applications on a wide range of devices, with OTA (over the air) update of key data and process information. Apps will be available for all the leading smartphone and tablet platforms, including iOS, Android and Windows Phone 7.
mplsystems’ mobile apps leverage the full features of today’s smartphones, with functionality including cameras for capturing insurance claim proofs or reading QR code details, CLI and e-mail identification for faster ID and verification, and credit card swiping via additional card-reader peripherals.