Technology

intelligent Contact ™

intelligent Contact™ (iContact™) is mplSystems' revolutionary contact centre platform, combining rich multi-media contact handling with an enterprise-class suite of customisable applications yet with none of the integration headaches of traditional solutions. The pre-built application components have been designed with the knowledge derived from a decade’s experience of call handling and in collaboration with market leaders in each sector.

iContact is available as both an onPremise solution or as onNet hosted solution on a “pay as you go” basis. Our technology is affordable, fast to deploy, easy to use and easy to distribute.

Key features

A complete end-to-end solution
Seamless CTI integration
Skills based routing across multiple media
Supports voice, messaging and internet channels
Integrated voice recording and IVR
Powerful desktop applications
Integral scripting module
Single site, multi-site or home worker deployments
Option for pre-integration with Microsoft CRM

…and when you add up the traditional costs of an ACD, CTI, IVR, scripting package, database, messaging, workflow, scheduling, reporting and business application, a one-stop shop iContact solution will be amazingly cost effective from 4 – 4000 seats.

Systems architecture

iContact is a flexible, modular and distributed platform which is constantly developing to provide an ever increasing range of applications. The modules are pre-integrated to perform a variety of contact centre functions, and are at the forefront of technology, having been designed around the Microsoft Windows .NET platform and natively using popular standards such as XML, HTML and SQL.

To learn more about each iContact module, follow the links from the diagram below.

Customisation

Every aspect of iContact has been designed with ‘hooks’ that enable client specific requirements to be embedded, when necessary, alongside the core infrastructure thus leveraging the power of tried and tested applications, database, scheduling, workflow, storage and messaging facilities already in place.