# Mplus Group

> Mplus is an Experience Intelligence Provider. It designs, powers, and operates customer experience as one system, with AI and human expertise engineered together. The model connects customer experience to revenue, margin, and brand equity.

Mplus is headquartered in Croatia and is part of BOSQAR INVEST. Its operating model is Design, Accelerate, Operate: customer experience strategy and architecture, AI deployment, and live operations with continuous optimisation.

Our model is a closed loop system. Not hybrid. Not layered. Engineered together.

Graia is Mplus's AI capability company. It develops the intelligence engine behind Mplus solutions.

This file provides a curated guide to the Mplus website. Company pages describe the business and its operating model. Case studies describe individual deployments, not guaranteed results for every client. News articles reflect information at their publication date. Deployment, security, and compliance details depend on the solution and scope described on the relevant page.

## Company and contact

* [Mplus homepage](https://mplusgroup.eu/): Introduction to Experience Intelligence, the Mplus model, and its business outcomes
* [About Mplus](https://mplusgroup.eu/about): Company history, leadership, ownership, and the relationship between operational expertise and AI capability
* [Contact Mplus](https://mplusgroup.eu/contact-us): Business enquiries and regional contact information
* [Careers](https://mplusgroup.eu/careers): Career opportunities, professional development, and working at Mplus
* [Awards and recognition](https://mplusgroup.eu/awards): Company awards and external recognition

## Experience Intelligence and solutions

* [Experience Intelligence](https://mplusgroup.eu/experience-intelligence): Introduction to the Mplus approach to AI and human expertise as one customer experience system
* [Operating model](https://mplusgroup.eu/experience-intelligence/operating-model): Design, Accelerate, Operate, from customer experience strategy to AI deployment and live operations
* [The AI engine behind Mplus](https://mplusgroup.eu/experience-intelligence/engine): Graia's role in powering Mplus solutions and the capabilities behind the operating model
* [Solutions](https://mplusgroup.eu/solutions): AI-led and people-led capabilities across customer care, sales activation, retention, revenue recovery, case management, and technical resolution
* [Industries](https://mplusgroup.eu/industries): Customer experience applications shaped by sector needs, regulations, and commercial priorities
* [Introducing Experience Intelligence](https://mplusgroup.eu/insights/introducing-experience-intelligence): The thinking behind Experience Intelligence and what it changes for businesses

## Case studies: banking and insurance

* [Conversational AI in banking](https://mplusgroup.eu/case-studies/banking-organization-transforms-customer-service-with-conversational-ai): Banking customer interactions using conversational AI
* [AI-powered guidance and email automation in banking](https://mplusgroup.eu/case-studies/banking-organization-transforms-customer-experience-with-ai-powered-agent-assist-and-email-automation): Real-time AI guidance and automated email workflows
* [Cloud customer experience transformation for a European bank](https://mplusgroup.eu/case-studies/european-bank-modernizes-customer-service-with-cloud-contact-center-transformation): Modernising banking customer experience through cloud technology
* [AI appointment management for a Central European bank](https://mplusgroup.eu/case-studies/leading-central-european-bank-transforms-branch-experience-with-ai-powered-appointment-management): AI-powered appointment flows and branch experience
* [Conversational AI for a European insurance provider](https://mplusgroup.eu/case-studies/how-a-european-insurance-provider-simplified-insurance-with-conversational-ai): Simplifying insurance interactions through conversational AI
* [AI-powered voice for insurance claims intake](https://mplusgroup.eu/case-studies/global-insurance-leader-transforms-claims-intake-with-ai-powered-voice): Voice automation for the initial stages of insurance claims

## Case studies: retail, delivery, hospitality, and gaming

* [Multilingual customer experience for a delivery platform](https://mplusgroup.eu/case-studies/leading-delivery-platform-scales-multilingual-customer-experience): Scaling customer interactions across languages
* [AI automation for a food delivery platform](https://mplusgroup.eu/case-studies/leading-food-delivery-platform-accelerates-ai-automation): Applying AI automation to food delivery operations
* [Multilingual AI for a European meal-kit company](https://mplusgroup.eu/case-studies/leading-european-meal-kit-company-transforms-multilingual-customer-support-with-ai): AI-enabled multilingual customer care
* [Agentic AI for a European hospitality group](https://mplusgroup.eu/case-studies/leading-european-hospitality-group-transforms-experience-with-agentic-ai): Agentic AI in hospitality customer interactions and workflows
* [Conversational AI for a gaming company](https://mplusgroup.eu/case-studies/how-a-gaming-company-transformed-player-support-with-conversational-ai): Automating player enquiries with conversational AI

## Case studies: healthcare, logistics, education, and recruitment

* [AI-powered patient communication](https://mplusgroup.eu/case-studies/leading-healthcare-provider-transforms-patient-communication-with-ai): Patient communication and appointment workflows for a healthcare provider
* [AI-powered knowledge for a European biotech company](https://mplusgroup.eu/case-studies/european-biotech-company-acclerates-with-ai-powered-knowledge): Using AI to improve access to organisational knowledge
* [Digital customs processing for a European logistics company](https://mplusgroup.eu/case-studies/leading-european-logistics-company-digitizes-customs-processing): Digitising customs workflows in logistics
* [Multilingual counselling for a humanitarian organisation](https://mplusgroup.eu/case-studies/leading-humanitarian-organization-expands-multilingual-counseling-with-ai): Expanding access to counselling across languages with AI
* [AI recruitment for a global HR provider](https://mplusgroup.eu/case-studies/how-a-global-hr-provider-accelerated-recruitment-with-ai): AI applications in recruitment and talent matching
* [Mplus AI language assessment](https://mplusgroup.eu/case-studies/mplus-ai-language-assessment-transformation): Mplus's internal use of AI to automate recruitment language assessments
* [Customer experience modernisation at a UK college](https://mplusgroup.eu/case-studies/how-uk-college-modernised-customer-experience): Improving education-sector customer experience through CRM integration
* [All case studies](https://mplusgroup.eu/case-studies): Browse published deployments across industries and use cases

## Insights: customer experience strategy and business outcomes

* [AI customer experience strategy](https://mplusgroup.eu/insights/ai-customer-experience-strategy): Planning and implementing AI within enterprise customer experience
* [Customer experience management](https://mplusgroup.eu/insights/customer-experience-management-explained-unified-cx-strategy): Building a unified customer experience strategy across channels and teams
* [Customer experience partner](https://mplusgroup.eu/insights/customer-experience-partner): Considerations when choosing a customer experience partner
* [Customer engagement strategy](https://mplusgroup.eu/insights/customer-engagement-strategy): Approaches to customer engagement and stronger customer relationships
* [Customer experience efficiency and profitability](https://mplusgroup.eu/insights/customer-experience-efficiency-and-profitability): Connecting operational efficiency to commercial outcomes
* [The business of experience](https://mplusgroup.eu/insights/business-of-experience): The relationship between customer experience and business performance
* [Customer experience analytics](https://mplusgroup.eu/insights/customer-experience-analytics): Using interaction data to inform customer experience decisions
* [AI in outbound sales](https://mplusgroup.eu/insights/outbound-sales): AI applications in sales outreach, targeting, and follow-up

## Insights: AI capabilities and implementation

* [AI and human expertise in customer experience](https://mplusgroup.eu/insights/ai-and-human-in-contact-centers-the-future-of-customer-experience): The roles of AI and people in customer interactions
* [Customer interaction automation](https://mplusgroup.eu/insights/ai-contact-center-automation): AI automation use cases, including conversation summaries and real-time guidance
* [Conversational AI](https://mplusgroup.eu/insights/conversational-ai): Conversational AI and its role in customer experience
* [AI voicebots](https://mplusgroup.eu/insights/ai-voicebots-automate-customer-conversations): Automating voice conversations and managing human involvement
* [AI agents and business efficiency](https://mplusgroup.eu/insights/how-ai-agents-improve-customer-service-employee-productivity-and-business-efficiency): Applications of AI agents in customer experience, productivity, and business processes
* [AI translation for customer interactions](https://mplusgroup.eu/insights/ai-translation-customer-service): Real-time translation use cases and multilingual customer experience
* [AI quality management](https://mplusgroup.eu/insights/ai-quality-management): Applying AI to quality management in customer experience
* [Knowledge management](https://mplusgroup.eu/insights/knowledge-management-in-customer-service): Keeping customer-facing knowledge accessible and current
* [CCaaS and AI](https://mplusgroup.eu/insights/ccaas-explained-benefits-features-how-ai-is-transforming-contact-centers): Cloud communications capabilities and the role of AI
* [All insights](https://mplusgroup.eu/insights): Articles, company news, announcements, and thought leadership

## Regional operations

* [Croatia](https://mplusgroup.eu/croatia): Croatian operations and local company information
* [Czechia](https://mplusgroup.eu/czechia): Czech operations and local company information
* [Slovakia](https://mplusgroup.eu/slovakia): Slovak operations and local company information
* [Poland](https://mplusgroup.eu/poland): Polish operations and local company information
* [Germany](https://mplusgroup.eu/germany): German operations and local company information
* [Romania](https://mplusgroup.eu/romania): Romanian operations and local company information
* [Slovenia](https://mplusgroup.eu/slovenia): Slovenian operations and local company information
* [Serbia](https://mplusgroup.eu/serbia): Serbian operations and local company information
* [Bosnia and Herzegovina](https://mplusgroup.eu/bosna-i-hercegovina): Operations and local company information for Bosnia and Herzegovina
* [Georgia](https://mplusgroup.eu/georgia): Georgian operations and local company information
* [Türkiye](https://mplusgroup.eu/turkiye): Turkish-language entry point for Mplus Türkiye
* [Africa](https://mplusgroup.eu/africa): Information about Mplus operations in Africa

## Turkish-language resources

* [Solutions in Turkish](https://mplusgroup.eu/turkiye/cozumler): Turkish-language information about customer experience solutions
* [Experience Intelligence in Turkish](https://mplusgroup.eu/turkiye/experience-intelligence): Turkish-language introduction to Experience Intelligence
* [Industries in Turkish](https://mplusgroup.eu/turkiye/endustriler): Turkish-language information about industry applications
* [Careers in Türkiye](https://mplusgroup.eu/turkiye/kariyer): Career opportunities and professional development in Türkiye
* [News in Turkish](https://mplusgroup.eu/tr/haberler): Turkish-language company news and announcements

## Optional

* [Everest Group 2025 recognition](https://mplusgroup.eu/insights/mplus-recognized-everest-groups-peak-matrixr-2025-assessment): Mplus announcement about its recognition in the 2025 PEAK Matrix assessment
* [Juniper Research recognition for Graia](https://mplusgroup.eu/insights/graia-recognised-leading-challenger-juniper-researchs-ai-agents-customer-experience): Announcement about Graia's position in an AI customer experience assessment
* [EBRD investment finalised](https://mplusgroup.eu/insights/ebrd-eu60-million-investment-m-plus-croatia-finalized): Announcement about the completion of EBRD's investment in Mplus
* [Conectart and Valoris acquisition announcement](https://mplusgroup.eu/insights/mplus-acquiring-conectart-and-valoris-leading-cx-providers-czech-republic-and-romania): Historical announcement of planned expansion in Czechia and Romania
* [Valoris acquisition completed](https://mplusgroup.eu/insights/mplus-successfully-completes-acquisition-valoris-leading-cx-provider-romania): Subsequent announcement confirming completion of the Valoris acquisition
* [PLP acquisition](https://mplusgroup.eu/insights/plp-acquisition): Announcement about Mplus expansion into Africa
* [AI recruitment recognition at HR Days 2026](https://mplusgroup.eu/insights/mplus-ai-recruitment-suite-wins-best-hr-practice-at-hr-days-2026): Recognition of Mplus's application of AI in recruitment
* [Global mentoring programme recognition in 2026](https://mplusgroup.eu/insights/mplus-global-mentoring-program-wins-silver-at-the-2026-brandon-hall-group%E2%84%A2-hcm-excellence-awards%C2%AE): Announcement of a silver award for the Mplus global mentoring programme
* [Privacy policy](https://mplusgroup.eu/privacy-policy): Website information about personal data processing
* [Cookie policy](https://mplusgroup.eu/cookie-policy): Information about website cookies
* [Terms of use](https://mplusgroup.eu/terms-of-use): Terms governing website use
* [Whistleblowing](https://mplusgroup.eu/whistleblowing): Reporting channel and related information