Contact Centre

Omnichannel


prompt, accurate, and highly personalised customer experiences


Omnichannel contact centre provides seamless customer care experiences that drive loyalty via the channels your customers already know and love.


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Woman calling contact centre
Man on Phone Call

Voice


Ensure your agents hear and are heard clearly from anywhere in the world, with high-quality audio.

Key Solution Benefits

  • Carrier-grade voice service for clear communications
  • High quality calls with agents working from the office or from home
  • Soft phones from leading platforms including Microsoft Teams & Zoom
  • Headsets, handsets and accessories with the latest noise-cancelling technology

Video


See what your customer sees - diagnose and resolve problems faster and on the first call.

Key Solution Benefits

  • Customers can use their mobile device to share what they see
  • Agents can annotate the live video feed to resolve problems quicker
  • Customers build stronger trust with the brand with a personal face-to-face experience

People on video call at home
Person typing on laptop

Email


Seamless omnichannel contact centre experiences with integrated and intelligent email solutions.

Key Solution Benefits

  • Intelligent routing that identifies issues and sentiment and then routes to the most appropriate agent
  • Integrate seamlessly with your CRM and other business systems so agents can access information easily
  • Supervisors can monitor email response times and help when needed
  • Capture and respond to emails from traditional email clients as well as web and mobile forms

live Chat


Let customers contact you when they want to with AI-powered Live Chat.

Key Solution Benefits

  • Reduce wait times and improve customer experience with instant support
  • Integrate with your CRM system and gather valuable data
  • Improve agent productivity with a single interface, assisted responses and next-best-action recommendations

Person using Live Chat
Person texting on mobile

SMS


Improve customer satisfaction and reduce the volume of calls with texts that allow customers to respond and engage when convenient.

Key Solution Benefits

  • Automate appointment notifications
  • Resolve simple issues with a text message
  • Let customers escalate to a live agent when needed
  • Send follow-up texts with a survey to gather feedback

Mobile


Remove the frustration of waiting on hold, give customers real-time customer service from their mobile phone.

Key Solution Benefits

  • Visual IVR that’s faster and easier to use for customers
  • Customers see estimated wait time, callback and texting options
  • Gather valuable data with real-time customer surveys

Person using their mobile phone
Person using their mobile for rating customer experience

Social


Engage with customers through social messaging.

Key Solution Benefits
Intelligent routing that identifies issues, sentiment and value and routes appropriately
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Agents use a single interface across all channels to increase efficiency
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Private conversations that are asynchronous, so conversations persist even if the customer is disconnected
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Engage with customers through an interface they’re comfortable with and build brand loyalty


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"It’s been a refreshing experience to work with Marlin, an organisation that listens, recommends a solution you really need and then delivers it exactly how they said they would."
ICT MANAER, THE FIRST FEDERATION TRUST

Our Contact Centre Partners



Why Choose Marlin Communications?


At Marlin Communications the relationship with our customers and partners takes centre-stage in our business. 

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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