Based at the University of Warwick Science Park’s Innovation Centre in Gallows Hill, the firm provides contact centre and field service management software.
The funding from the UK’s innovation agency, Innovate UK, will be put towards mplsystems’ ‘Advanced Engineer Scheduling Optimisation & Prediction’ (AESOP) project.
It is the second round of funding of its type that has been awarded to the firm, following them which allowed the firm to focus on using natural language processing and advanced text analytics to provide intelligent automated processing of requests in contact centre environments.
The firm is now working to develop software which will optimise the field workforce in real-time using the Internet of Things (IoT) – where objects in the field will predict and report break-downs before they even occur.
Benefits from the project will see increased efficiency for organisations in planning their field engineers and technicians, along with the ability to react to unforeseen events, such as traffic hold-ups and overrunning on jobs.
Susannah Richardson, marketing director at mplsystems, said: “There is now a much larger focus on customer experience within UK businesses across all industries, an experience that goes beyond the contact centre and out across the field service engineers too.
“This is why it is important for optimisation to occur throughout every channel possible via minimum cost to the company.”
Karen Aston, centre manager at the Warwick Innovation Centre, said: “As markets grow ever-more competitive and interchangeable, businesses are increasingly recognising the importance of effective customer engagement, thus making mplsystems’ services all the more valuable.
“The company has been here and grown with us since 2008. We are delighted that the firm’s work is receiving the recognition and support it deserves as it continues to lead the way in enhancing the customer contact technology industry - and that we have provided the ideal platform from which to grow.”
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