Winter Newsletter #2

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					                      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

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
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
                                         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
                                         Tomaž Gorjup, CIO of Studio Moderna                        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, 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 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                                                                          coming soon to our
                                  you use model which requires no         you during your busiest times.
    a moment’s notice and at a                                                                                    website
                                  extra hardware on your premises.
    fraction of the cost of                                      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         ~
                                                                          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

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