Email: info@maltontech.com

Contact center

Contact center

Contact center

Today’s consumers are more wired and technically savvy than ever before, with email, social media and the web serving as primary sources of information. Businesses wanting to gain a competitive edge with these customers know that a contact center must do more than simply manage customer service calls.

Our contact center solutions can help your business communicate with customers on their own terms by enabling you to communicate with them in almost any way they choose. With Avaya solutions, emails and web chats can be handled with the same level of care applied to voice interactions.

Increase Customer Loyalty and Value with Every Experience

Provide customers a smart, positive experience every time and you will win a lifetime of loyalty. With our contact center solutions, we can help you do exactly that. Customers can choose fast and efficient self-service on the channels they prefer, with an agent available to help as needed. It’s always seamless and context driven. Agents can stay in sync and keep pace with customer expectations. With a consolidated view of relevant information, they can exceed expectations and reach great outcomes, faster.

 

As you gain a deeper understanding of customer needs, your teams become more efficient and effective. Malton partners with the leader in Contact Center Solutions and can deliver it the way you need it: in the cloud—public, private, or hybrid—or on your premises

Features and Benefits

Manage Text Based Customer Interactions

Our contact center solution enables a business to contextually route incoming text-based contacts in the same way inbound voice calls are routed. Customers can choose to make contact via voice, email, text, or by completing a form on your corporate website using their preferred device

Make the Most of your Customer’s Web Experience

A web site is an important marketing tool for many businesses. Your web site should be working hard to provide the kind of high-quality customer experience that drives revenue

Social Media Responses

The popularity of social networking sites such as Twitter and Facebook are forcing businesses to take an in-depth look at the impact of social media and how to use it to their advantage. Ease of integration with social networking sites provides options for business managers to nurture, build, and promote brand image and resolve issues before they proliferate.

Contact Center Reporting

Reporting capabilities are the heart of contact centers, and our solution offers easy-to-use reporting solutions. Our Contact Center on-board reporting with standard or customized, tabular and graphical, historical and real-time displays with dynamic filtering provide easy-to-read information on Key Performance Indicators (KPIs), contact summaries and consolidated reports. Time spent analyzing data is reduced, allowing more time for coaching agents, helping improve both agent and supervisor productivity

Seamless Omni channel Interactions

Engage with customers on a variety of channels from a single intuitive contact center agent desktop that includes inbound voice, outbound voice, outbound IVR, and digital channels.