Innovative communications secures new work for WIC technology firm

A WARWICKSHIRE contact centre technology business is seeing demand for its services grow after securing work with a host of big companies.

The likes of Balfour Beatty, Staples and the Metric Group have all turned to mplsystems, based at the University of Warwick Science Park’s Warwick Innovation Centre, to centralise their customer service operations and bring together different channels of communication.

mplsystems was formed seven years ago as the technology division of Message Pad – which had been trading for nine years before that – after various clients said there was a need to deploy the same platform for their own separate operations.

Since then the business has grown rapidly and it now has clients all over the world. More recently mplsystems has been developing technology in line with various new streams of communication.

This has included centralising operations for clients operating on a large scale with centres across the country as well as creating flexible cloud-based virtual customer service programmes for smaller operations.  

Susannah Richardson, of mplsystems, said: “A lot of companies are looking to centralise their contact centres and customer service teams. This is not only to bring it all into one place geographically but also to bring together all the different communication streams that are emerging now.

“With things like web chat, mobile apps and social media becoming more and more popular there is a need to marry this with more traditional streams  and back office processes and put them in one place to make life easier for the agents.”

Karen Aston, the centre manager at the University of Warwick Science Park’s Warwick Innovation Centre, said: “mplsystems have been with us for seven years and have continually developed fresh concepts that can aid all manner of businesses.

“It just goes to show that even the biggest of firms can come to this area to find creative ideas that fit their needs.”