Mplsystems has just won its second funding award from the UK’s innovation agency, Innovate UK. The ‘Advanced Engineer Scheduling Optimisation & Prediction’ (AESOP) project will prototype a new application to enable real-time optimisation of field service technicians using the internet of things (IoT) and other external feeds. The AESOP project will combine real-time data feeds…
Mplsystems secures Innovate UK funding for IoT mobile solutionRead More →
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Together Housing deploys web chat from MPLsystems
Together Housing Group has now deployed the second phase of its multi-channel customer service solution from MPLsystems with the introduction of an advanced web chat facility alongside its existing phone and email channels. Ian Swithenbank, customer services performance team leader, Together Housing Group, said, “As the digital environment is becoming increasingly popular among our tenants,…
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Five into one at Together Housing with Mplsystems
Together Housing Group, which handles over 38,000 calls a month, has successfully migrated the telephony platforms of its five constituent housing organisations onto a single system from Mplsystems. After the group’s formation in 2011 to join five separate housing associations, it found that the various customer service centres were all using different telephony platforms, with…
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Omni-channel communications in housing
Housing Technology interviewed experts on omni-channel communications from Arena Partnership, Mplsystems and Omfax about how housing providers can use integrated communications to improve their operational performance and reduce their costs at the same time as providing better and personalised services to tenants. Multi-channel or omni-channel? It is first worth distinguishing between multi-channel and omni-channel communications…
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MPLSystems launches IntelligentResponse
MPLSystems has launched IntelligentResponse to help housing providers handle the increasing volume of incoming messages from the growth in web chats, social media, mobile apps and email. The software supports the blending of automated and assisted responses, resulting in up to 60 per cent of messages being handled automatically. IntelligentResponse uses text analytics technologies to…
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Together Housing consolidates service centres with mplsystems
Together Housing Group has deployed a next-generation contact centre system from mplsystems. The new intelligentDesktop is intended to optimise the performance of the Together Housing customer services team that manages around 35,000 homes across its five contact centres. Together Housing handles customer service calls for ten different social housing brands. By using intelligentDesktop, the group’s…
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