PKF Littlejohn is a leading accountancy and tax advisory firm with headquarters in Canary Wharf, London and additional offices in Manchester, Leeds and Brussels. With 750 staff, the firm has experienced significant growth, nearly doubling in size over the past few years. The Challenge: End Of Lifecycle Meeting Room Technology PKF Littlejohn faced a critical challenge: their existing video conferencing and meeting room technology was nearing the end of its lifecycle. The firm wanted to …
The workplace has transformed dramatically in recent years. With 80% of employees now operating in hybrid environments, organisations face unparalleled ’employee experience’ (EX) challenges keeping their teams engaged, connected, and aligned with company culture. This shift has given rise to what many call an “experience gap”—a disconnect where traditional communication methods no longer suffice to foster meaningful engagement or a sense of belonging. The Challenge: Engagement Hits Historic Lows Recent research paints a sobering picture. …
The UK legal sector is undergoing a profound transformation, driven by the adoption of advanced technologies like contact centre. This shift is fuelled by the need to enhance efficiency, meet rising client expectations, and maintain competitiveness in a global market. Government initiatives like LawtechUK, which recently received an additional £4 million in funding, are accelerating this digital transformation by promoting innovative solutions such as machine learning and data analytics tools. These technologies are not only …
Many Contact Centres struggle with basic call features and limited channels. Microsoft Teams has the power to transform this, yet it often falls short of the advanced capabilities needed. Could Audiocodes Voca be the all-in-one Contact Centre solution that bridges this gap? In this post, we’ll see if Voca meets the high standards of compliance, security, and AI that enterprises require. Our exploration starts with how this third-party solution integrates voice, email, and webchat for a …
We are thrilled to announce the appointment of Elliot Mace as Head of Sales at Marlin Communications. Elliot is very well-known in the industry. He brings with him extensive expertise in business communications technology as well as a proven track record in sales leadership, driving sales growth, building high-performing teams and fostering strong client relationships. His strategic approach and deep understanding of customer needs have consistently delivered outstanding results. Dedicated To Customer Success Beyond his …
The Challenge: Navigating the Hybrid Work Landscape Seddons GSC recently moved into new offices, adopting a hybrid working model to offer their staff flexibility and improve productivity. However, their outdated telephony systems became a significant hurdle. The team also faced challenges in managing meeting outputs effectively, including transcription and sharing of key discussions. The firm needed a solution that would integrate with their existing workflows while meeting the expectations of a growing, dynamic workforce “Hybrid …
We are proud to announce that Marlin Communications is now one of the few UK partners to secure all three Zoom Up Partner Program competencies with Zoom. As a result, we have solidified our reputation as an expert advisor in delivering Zoom Phone and Zoom’s Customer Experience solutions to its clients. Marlin Communications has proven to be a key partner for Zoom by attaining three Zoom Up Partner Program competencies and sharing a common ethos …
We are thrilled to announce that Marlin Communications has achieved the prestigious ISO/IEC 27001:2022 certification. This marks a significant milestone in our journey to uphold the highest standards of data security, reinforcing our long-standing commitment to safeguarding our customers’ sensitive information. What is ISO/IEC 27001:2022? ISO/IEC 27001:2022 is an internationally recognised standard for Information Security Management Systems (ISMS). It provides a comprehensive framework for managing information security risks, covering everything from data protection policies to …
Ever thought about what would happen to your business communication systems if the power or Internet connectivity went down? In this article, we explore three ways to boost Teams Phone resilience: Local Survivability A Survivable Branch Appliance (SBA) is deployed to maintain local phone functionality if the connection to Microsoft Teams cloud services becomes temporarily unavailable SIP Carrier resilience Achieved through trunk redundancy, failover mechanisms and the monitoring of carrier quality 3rd Party systems SIP …
Your business needs to keep customer interactions smooth across many channels. This is where omnichannel contact centres come in, changing the game for customer support. What are Omnichannel Contact Centres? An omnichannel contact centre combines many communication channels. This helps businesses give customers a smooth, consistent, and personal experience. Unlike old contact centres, which use separate channels, omnichannel ones connect them all. This means customers can choose how they want to contact the business. They can …
The Zoomtopia 2024 event is big news for Zoom Virtual Agent. Starting in December, it will handle multiple customer questions in one go. It will also keep up with changes in what customers want during a chat session. Zoom is also working on an AI Virtual Voice Agent for voice chats. This will make digital conversations smoother. Businesses will get better at handling complex talks on their own, making customer service even better. Key Takeaways …
Your organisation is always under pressure to offer seamless customer support while balancing operational costs. Zoom Virtual Agent is a game-changing solution designed to meet this challenge head-on. Powered by cutting-edge artificial intelligence (AI) and natural language processing (NLP), Zoom Virtual Agent provides accurate, instant resolutions to customer and employee queries, enhancing support quality and efficiency. We’re thrilled to introduce you to Zoom Virtual Agent as part of our mission to transform how organisations engage …
Microsoft Teams continues to evolve with updates focused on enhancing user experiences, improving security, and expanding the feature set. Here’s a round-up of new features released in September 2024. 1. Enhanced Meeting Experience The new Presenter Overlay lets presenters customise how their video feed appears on top of the shared content. This feature creates a more dynamic presentation style, making it easier to maintain audience engagement. Co-Organiser Role Enhancements now allow co-organisers to manage breakout …
Having a reliable Microsoft Teams call recorder solution is crucial to organisations for compliance, performance improvement, or reputation management. Businesses need a robust Teams call recorder that seamlessly integrates with their existing infrastructure. In this post, we explore the key requirements businesses should look for in a Teams call recorder solution. Compliance Standards Compliance is often the primary driver behind the adoption of Teams call recorder solutions. Organisations must ensure their call recorders meet stringent …
By integrating Teams with your existing phone system, you can streamline your communication processes, making it easier to handle Microsoft Teams external calling. This comprehensive guide will show you how to set up and make Teams external calls via your phone system, ensuring you get the most out of this powerful platform. Why Integrate Teams with Your Phone System? Integrating Teams with your phone system allows you to make and receive external calls directly through …
Marlin Communications worked with LCF Law to implement a Microsoft Teams telephony solution that would enhance their internal communications and help them continue to deliver exceptional service to clients. LCF Law LCF law is a Yorkshire-based law firm with offices in Bradford, Leeds, Harrogate and Ilkley. With 140 employees and by being a people-first business, LCF ensures high performance & client satisfaction, establishing itself as a leading legal service provider in the region. The Challenge …
Our regular monthly Microsoft Teams update for July. This release includes new updates to Microsoft Teams Meetings, Teams Phone, Teams Rooms & Newly-Certified Teams Devices. Microsoft Teams Meetings Copilot for Sales plugin You can now enhance the capabilities and expertise of Copilot in Microsoft Teams meetings for your sales department by enabling the Copilot for Sales plugin. With this plugin, Copilot can process conversations in real time and provide insights to your sales team, such as …
Discover the business benefits of eSIMs, the embedded SIM technology that enhances flexibility, security, and cost-efficiency. Learn how eSIMs work, their setup process, and why they are advantageous for enterprise organisations. What is an eSIM? An eSIM, or embedded SIM, is a small, programmable SIM card embedded directly into a device. Unlike traditional SIM cards, which are removable, eSIMs are built into the device’s hardware. They store multiple profiles and allow users to switch between …
Microsoft & LinkedIn’s 2024 Work Trend Index Annual Report highlights significant insights into AI adoption in the workplace. We pull out the key findings and takeaways from the report in a snapshot for leaders to digest. Key Findings Widespread AI Adoption: AI adoption in the workplace is happening at an unexpected scale. With 75% of knowledge workers using AI and 46% of them adopting it in the last six months, it’s clear that employees see …
Traditional network architectures, such as MPLS (Multiprotocol Label Switching), have long been the go-to for many organisations. However, businesses that are updating their network infrastructure should look at SD-WAN (Software-Defined Wide Area Network) as a more cost-effective way to manage and optimise their networks. Challenges of Traditional WAN Traditional WAN setups present several challenges that can hinder network performance and business growth: Lack of Agility and Scalability: They require rigid, time-consuming configuration changes, making it …
