BLOG: Contact Centre Solutions - Marlin Communications

Contact Centre & CX Solutions From Marlin Communications

Marlin Communications specialises in tailored Contact Centre & CX solutions that help businesses provide top-rated customer service with Omnichannel communications, AI-powered features, integrated Call Recording and in-depth Management Tools. 
Contact Centre wheel from Marlin Communications

Contact Centre & CX Solutions That Help You Connect To Your Customers

At Marlin Communications, we understand the pivotal role that Contact Centre & CX plays in shaping customer experiences and fostering strong relationships. Our Contact Centre & CX solutions are meticulously crafted to elevate performance and satisfaction levels from a wide range of strategic partners including Zoom and Five9.

By harnessing the latest advancements in technology, including video-optimised platforms and AI integration, our solutions empower businesses to achieve unparalleled first-call resolution rates. Embracing omnichannel communication ensures seamless interactions across various touchpoints, enhancing convenience and accessibility for both customers and agents alike.

With a focus on delivering world-class experiences, our solutions not only elevate customer satisfaction but also foster a supportive environment for agents, ultimately reducing attrition rates. By prioritising the alignment of customer needs with effective integrations, we enable businesses to thrive in today’s competitive landscape with confidence and excellence.

Video-Optimised Customer Experiences (CX)

Marlin Communications offers Video-Optimised Contact Centre solutions designed to enhance interactions and streamline issue resolution, giving your business a competitive edge.

Woman on Video Optimised Contact Centre CallFor agents, these solutions bring time efficiency by reducing resolution times and offering access to visual information, such as screen sharing and product demos.

Customers benefit from clearer explanations through visual support and enjoy enhanced communication, fostering trust and satisfaction. The business gains improved customer satisfaction and a competitive advantage by meeting customer expectations for omnichannel communication and demonstrating a commitment to cutting-edge technology.

Comprehensive Contact Centre Management

Marlin Communications offers comprehensive Contact Centre Management solutions designed to enhance operational efficiency and elevate customer satisfaction.

Workforce management systems that leverage detailed performance analytics to optimise service levels through agile forecasting and scheduling and with features like forecasting & scheduling, teams can accurately predict call volumes, ensuring optimal staffing levels and reduced wait times, thus boosting customer satisfaction.

Additionally, real-time tracking of agent performance provides increased agility, facilitating swift adjustments for efficient operations and preventing burnout.

Quality Management tools provide rich insights into call quality and customer sentiment through AI Speech Analytics, enabling targeted improvements in agent skills and overall satisfaction.

Moreover, rich reporting & analytics tools empower decision-making with real-time monitoring, customisable dashboards, and historical data analysis, ensuring alignment with business KPIs and goals while integrating data from multiple communication channels for comprehensive insights.

Seamless Experiences with Omnichannel Communications

Contact Centre Omnichannel - Woman on Phone

Omnichannel contact centre solutions from Marlin Communications enable seamless customer care experiences across various channels, enhancing customer loyalty.

A comprehensive omnichannel experience is ensured with features like high-quality audio for crystal-clear conversations, video capabilities to diagnose and resolve issues swiftly, and integrated email solutions for seamless interactions.

Real-time customer service via AI-powered live chat and social media platforms enables customers to reach out at their convenience and eliminates the frustration of waiting on hold, while SMS capabilities reduce call volumes by offering text-based communication.

AI-Powered Support for Your Agents

Marlin Communications provides AI-powered support for Contact Centre solutions that are designed to enhance customer support and satisfaction.

AI-powered Agent Assist feature streamlines interactions by providing agents with instant access to relevant information, thereby improving efficiency and first-time call resolution. Through AI-driven analysis of customer data, agents can deliver personalised interactions tailored to individual preferences, ultimately boosting productivity and enhancing the onboarding process for new agents.

Meanwhile, the AI-powered Self-Service option empowers customers with 24/7 support, accessible through intelligent virtual agents or self-service portals, leading to higher CSAT scores and increased scalability to meet growing demands. With rich insights gathered from customer interactions, businesses can make informed decisions to further improve their operations.

Compliant Integrated Call Recording

Woman on Phone - Call Recording

Call recording capabilities from Marlin Communications ensure that your Contact Centre can efficiently record, manage, and analyse all communications while staying compliant with regulatory requirements.

Our cloud-based call recording tools are designed to meet the stringent demands of various regulations, including Dodd-Frank, FCA, GDPR, HIPAA, MiFiD II, and PCI DSS. With secure storage in Azure, customisable recording rules, and AI speech analytics, our solutions cover every aspect of call recording, including mobile and video calls.

Your businesses can improve Contact Centre performance through a range of assessment and training tools, such as call playback, live listening, quality measurement, and AI-driven transcription and speech analytics that scan for keywords and sentiment.

Our call recording solutions integrate seamlessly with leading UC platforms like Microsoft Teams, Zoom, GoTo Connect, Mitel, and others, offering the compliance, performance enhancements, and insights you need to optimise your Contact Centre.

Contact Centre Solutions From Marlin Communications

If you’d like your business to benefit from bespoke Contact Centre solutions including features that can reduce first-time call resolution and save your business time and money, contact us for a free 15-minute consultation and find out how we can support your business.

Call us on 0800 032 8274 or book a discovery call here.

About Marlin Communications

Marlin Communications is an award-winning, leading provider of Unified Communications & collaboration solutions including voice, data, mobile, video, network security and contact centre technology for businesses of 50 – 5,000 staff.

We have clients across the UK and in Europe and our own, on-premises, 1,000 ft² Technology Suite at our Bath office, where we host regular events and showcase technology solutions for our clients. Contact us for your free comms audit or product demo.

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