Putting Big Data to work for seamless customer experiences

mplsystems – the multi-channel contact centre and customer experience technology specialists – is helping organisations put the power of Big Data to work in their contact centres with the launch of its latest intelligentDesktop cloud-based agent desktop solution.

The company's new intelligentDesktop helps businesses directly address the complexity of today's 'Omni-channel' customer service environment, where consumers increasingly engage across a range of channels including voice, mobile, social, chat and smartphone apps. intelligentDesktop lets contact centres make sense of this channel complexity, contextualising multiple Big Data streams and presenting agents with the right information needed to take customers forward at the right point in their customer journey.

"Our latest version of intelligentDesktop provides organisations with a way to take advantage of Big Data in their customer contact centres with none of the high costs typically associated with traditional IT-intensive data analytics projects," commented Paul White, mplsystems' CEO. "Big Data is all about bringing together a broad range of data sets, analysing them cost-effectively and then delivering the results to where they can be most useful. Feeding Big Data into the intelligent agent desktop mix makes smart sense for organisations looking to deliver greater personalisation and stronger customer engagement.

"With customer service now shifting towards the Engagement Centre, there's increased pressure on contact centres to enact rules-based processes that support agents in consistently delivering the next best information or action with which to engage the customer," he continued. "By capturing, analysing and sharing key information from social, mobile, location, CRM, billing and transactional departmental data, intelligentDesktop gives organisations access to Big Data insight at an accessible cost."

The latest version of intelligentDesktop also features significant enhancements in terms of integrating core Knowledge Management data and FAQs into the integrated agent desktop – helping organisations to ensure that their contact centre agents have contextual access to the relevant information they need to address customer issues quickly and successfully.

intelligentDesktop from mplsystems enables customer service operations to create and modify their own 'smart' agent desktops rapidly using a simple, drag and drop, no coding model. Using intelligentDesktop, organisations can route all their contact channels - including email, mobile, social media and webchat - into one simple user interface, bringing it all together with essential customer data and back-office system feeds. With intelligentDesktop everything is accessed and updated on a single agent screen, guiding agents through transactions, managing workflow and processes, as well as providing detailed monitoring, reporting and analytics.