Customer Experience
CX Solutions That Help You Connect To Your Customers
Boost first-call resolution using video-optimised Contact Centre solutions that embrace omnichannel communication and leverage the power of AI.
Provide world-class customer & employee experiences, increase customer satisfaction and reduce agent attrition.
Low First Contact Resolution?
High Average Handle Times?
Poor Customer Experience Scores?
High Agent Burnout?
Technology Not Meeting Expectations?
video-optimised CX
Video-optimised contact centre solutions that deliver engaging face-to-face interactions, help agents resolve issues quicker and give businesses that all-important competitive advantage.
Key Solution Benefits
- Enhanced face-to-face communication
- Visual cues to reduce miscommunication
- Access to visual information such as documents and product demos
- Quicker resolution times
- Aligns with the expectations of today's sophisticated customer base
Contact Centre Management
Contact Centre solutions with in-depth analytics and rich insights that help your business improve first-call resolution and customer satisfaction.
Key Solution Benefits
- Monitor & analyse KPIs with in-depth performance analytics
- Utilise insights to improve customer satisfaction
- Forecast & plan effectively with accurate historical information
Omnichannel Contact Centre
Seamless customer care experiences via the channels your customers already know and love.
Key Solution Benefits
- Crystal-clear voice & video conversations that improve first time call resolutions
- Minimise customer frustration with Live Chat and SMS
- Meet customers where they’re most comfortable with mobile & social media interactions
aI Support
AI-powered solutions that increase customer satisfaction through first-time call resolution, personalised agent support and 24/7 self-service.
Key Solution Benefits
- Increased agent efficiency with Agent Assist
- Improved CSAT scores with 24/7 Self Service
Call Recording
Record, manage & analyse calls with secure, cloud-based tools that keep your business up-to-date with all regulatory compliance requirements.
Key Solution Benefits
- Record audio, video & screen sharing
- Automatic & encrypted recording
- In-call controls
- Secure storage & file sharing
- Intelligent search & playback
- Fully scalable & automatic upgrades
- Variety of hosting & backup options
- Enhanced compliance – FCA, GDPR & PCI DSS
Outbound
Stay in touch with customers and communicate with prospects with integrated and efficient Automated Outbound Dialers.
Key Solution Benefits
- Increase agent productivity with Automated Dialers and Intelligent Calling
- Integrate with your CRM and track all customer interactions
- Review call patterns to optimise calling hours and increase agent efficiency
Contact Centre Peripherals
Handsets, headsets and accessories for Contact Centres that enable customer service agents to deliver high-quality and engaging conversations.
Key Solution Benefits
- Handsets
- Headsets
- Webcams
- Accessories
"Helping us implement Microsoft Teams to replace our phone system has easily been the smoothest IT deployment we have experienced at Old Mill."
Our Contact Centre Partners
Why Choose Marlin Communications?
At Marlin Communications the relationship with our customers and partners takes centre-stage.
With our in-house team of engineers and support professionals, Marlin Communications is perfectly positioned to deliver a comprehensive service and partner with your business for the long term.
'To Exceed Expectations' is our founding principle. It's reflected in our SLA performance statistics:
- 94% of support requests handled within 10% of allotted response time
- 100% SLA performance record against client agreement
- 24/7/365 support available
- Installation and Support engineers across the UK
- Strategic international support partnerships across the globe
Talk To An Expert
To book a 15 minute demo with one of our experts,
call us free on 0800 032 8274 or fill out the callback form below
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or use our contact form.
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