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U.K.-Based mplsystems Recognized by Gartner as Original European Cloud Contact Center

By Shankar Pandiath
TMCnet Contributor

A recent report published by the premium analyst firm Gartner (News - Alert) reflects on the expansion of the Contact Center-as-a-Service (CCaaS) provider in Europe. The firm documented four diverse styles of CCaaS providers – communication service providers, infrastructure technology providers, system integrators and application specialists.

Gartner further recognized the U.K.-based mplsystems as one of the five European application specialists rendering contact center solutions in the cloud.

Paul White, chief executive officer at Gartner, said the new-fangled research aimed at the contact center services bouncing on the cloud is something they’ve been witnessing for a while. Regardless of their size, European businesses are eager to extract the benefits of the latest cloud technology offered by the contact centers.

Their novel technology can be rapidly deployed with minimal disruption, and almost negligible upfront costs. Embracing the CCaaS approach is definitely benefiting some mplsystems customers, including Moderna.

White went on to add that the Gartner team was delighted to firstly and rightly identify the cloud-based contact centers as a substitute to the conventional premises-based installations.

The firm’s research demonstrates the increasing development of CCaaS market in the Europe. The study indicates that it is the application specialists who form the backbone of the new technology by rendering robust multichannel CCaaS features.

The report draws attention to the integral role of the CaaS model in lowering the total costs of the ownership for an organization, especially with the erratic supply requirements spared across the year. The agility and flexibility of the model is compelling for several businesses – particularly those that have seasonal demand requirement, or entrepreneurs who must swiftly launch new businesses in order to sail smoothly in the competitive market place.     

The mplsystems with their innovative CCaaS model has benefited several organizations by steering cloud-based computing on a multitenant platform, and then migrating it to a dedicated onsite or remote cloud.

The contact center precisely reflects the elasticity of the CCaaS model.

Gartner’s research also motivated potential customers to weigh the CCaaS model as an alternative to their legacy systems, and deploy it for refreshing the infrastructure, or adding new channels through which to communicate with business clients.

The mplsystems CCaaS offerings look beyond the regulars. It aims at integrating the contact center CRM and customer helpdesk to deliver functionality via a solo cloud-based desktop solution.

The U.K. Government Procurement Service’s G-Cloud program accredits mplsystems. The company is focused on its objective of establishing cloud ICT services in the local authorities, government departments and the public sector.

Established as an off-shoot from the parent company Message Pad Ltd. in 2004, mplsystems is a multichannel technology contact center catering to the sales and service of software and technology products to businesses across the globe. With its innovative software products, it helps industries to automate their processes, dramatically reduce IT costs, and speed their product launches.

Headquartered in Warwick, U.K., the company boasts of serving 1000 customers across 10 countries.

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