Winter Newsletter #2 February 2010 Welcome to mpl Systems’ late Winter newsletter; we couldn’t quite bring ourselves to call it the Spring newsletter with certain parts of the country still blanketed in snow so here’s a second Winter helping, brimming with our news, technology releases and industry case studies. The Christmas period is often a quiet one but for everyone here at mpl Systems there was little spare time with projects around the UK and in some interesting parts of Europe. We’re also working on a brand new, ground-breaking contact centre product and have included a sneak preview on page 2 to whet your appetites. If you have questions about any of our articles and case studies, we’d love to hear from you. You can reach us on 0800 0931 474 or at firstname.lastname@example.org. call centre, customer relationship & supply chain management in one neat package Studio Moderna was established The first phase of the project, Windows .NET platform using Inside this issue: in Slovenia in 1992 when its first entailing a Next Generation popular standards such as XML, contact centre was set up. As the deployment of mpl Systems’ HTML and SQL, intelligentContact Studio Moderna 1 leading retailing and home intelligentContact™ multi-media can be incrementally adapted as Aurora.net 2 shopping business with a presence contact handling platform, will the Studio Moderna’s business in some 21 Central and Eastern support call distribution, order grows giving them the agility Fusion 2 European Markets, its management, fulfilment and needed to meet business infrastructure is unique comprising campaign activities. The second objectives. IBM 2 21 professional customer contact phase of the project is planned to Eivind Schackt, CEO of Studio centres, employing 2000 agents complete the replacement of Microsoft 2 Moderna said “This Customer and handling over 200 million calls existing contact centre and CRM Contact Program is a vital part of a year in 20 different languages. systems supporting the rest of realising our expansion strategy. The company’s expansion strategy Studio Moderna's network of With the help of mpl Systems’ for the next 5 years requires a Central & Eastern European software, we will strengthen our business suite software application contact centres. performance and capabilities in covering call centres, customer Incorporating all the ingredients of several CRM related areas: relationship and supply chain traditional contact centre solutions providing quality services, management; a tall order e.g. ACD, CTI, IVR, scripting delivering excellent customer especially when that solution will, package, database, messaging, experience and greater effectively, be used by millions of workflow, scheduling, reporting responsiveness to our customer’s customers expecting great service and business process applications needs.” and all at a reduced operating cost and designed around the Microsoft for Studio Moderna. Following a period of discovery workshops and technical development collaboration, mpl Systems was awarded the intelligentContact will support Studio Moderna’s direct contract to assist Studio Moderna marketing services across Central and Eastern Europe with their 5 year plan. “Together with mplSystems we can build a solution that maintains Studio Moderna at mplSystems the forefront of the home retail business which is exciting for all of us. We strongly Innovation Centre believe our technical development with intelligentContact will help Studio Moderna Warwick Technology Park Warwick CV34 6UW reach its business objectives by having an agile system that adapts to our business quickly and dramatically enhances user experience for millions of our customers.” 0800 0931 474 email@example.com www.mplsystems.co.uk Tomaž Gorjup, CIO of Studio Moderna aurora.net The Contact Centre In The Cloud the intelligent contact network When your organisation needs to multi-media contact centre and be moulded to fit your exact move quickly to ensure customer CRM solution from your browser. business needs quickly. This calls are answered, satisfaction is With integral enterprise class makes it easy to build more improved or to simply make cost security, resilience and business effective processes for your “mplSystems and Message Pad have brought together reductions, aurora.net is the continuity from day one, you also contact centre saving time, 15 years of practical know- answer. As the contact centre is benefit from easy access to our money and energy. how in aurora.net. We see already built there is no costly Message Pad outsourcing service Look out for full details of this as a global platform capital outlay - it’s a simple pay as which allows us to handle calls for ready to serve customers at aurora.net coming soon to our you use model which requires no you during your busiest times. a moment’s notice and at a website www.mplsystems.co.uk. extra hardware on your premises. fraction of the cost of Aurora.net comes with hundreds traditional solutions.” Simply connect your agents via of integrated functions that can the internet and divert your Paul White, CEO mplSystems customer numbers to get the full power of intelligentContact at your fingertips. This new generation aurora.net ~ your contact centre in the cloud of Web 2.0 software allows you to control all features of a powerful “After early Fusion takes intelligentContact to the Southern Hemisphere demonstrations amongst Fusion Integration was The call centre industry in South unified agent desktop solution will our banking clients in established in Johannesburg, Africa continues to grow very be white labelled and supported South Africa, Fusion South Africa, in 2002 as an quickly with the South African by Fusion in South Africa under iConnect is not being seen implementation partner to Siebel government having identified it as the name Fusion iConnect. as just best of breed but rather as a whole new Systems. Fusion’s services have an industry capable of supporting species.” expanded over the past 4 years to significant further growth. Fusion include the delivery of high quality saw great opportunity for a more Laurence Doll contact centre solutions and, as a versatile and flexible solution for Fusion Integration result, its client base now includes use by its many clients in the an increasing number of South African market and beyond enterprise- size contact centres which lead them to mpl System’s within the banking and insurance i Contact solution. mpl Systems’ sectors. multichannel contact centre and Partner News We are delighted to announce that As an established Microsoft ISV and mpl Systems’ recently mpl Systems has recently been Gold Partner, mpl Systems has published results place us at the invited to become an IBM recently renewed its membership head of the pack when it comes Business Partner. We have to the new Microsoft Partner to exceeding our customers’ teamed up with IBM to put the Network Programme and expectations. power of one of the world’s most intelligentContact has again been respected technology brands subjected to rigorous testing by behind our business. This new independent auditors to qualify as partnership underlines our a Microsoft accredited solution. A commitment to innovation and, as part of Microsoft’s new initiative is a member of the IBM to conduct customer satisfaction PartnerWorld, we will be able to surveys on behalf of their partners share with our customers IBM’s own innovate solutions designed to give competitive advantage and increased profit for growing businesses.