ICON Contact Industry-leading contact centre technology, expertly delivered and managed - Maintel
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ICON Contact Industry-leading contact centre technology, expertly delivered and managed
We focus on our Your challenges Our approach
customers’ needs Customers and businesses are more
demanding than ever before
Contact centre as-a-service from Maintel
Maintel has helped businesses of all sectors
to make sure you Working with businesses of all shapes and sizes
at Maintel, we see the same challenge crop
to better understand their customers and the
way they communicate.
can, too up: you’re constantly being expected to do
more with your contact centre and do more
We’ve ploughed this expertise into the
development of ICON Contact, our flexible,
ICON Contact is Maintel’s contact centre for your customers.
omnichannel contact centre that can be
as-a-service solution. You choose the contact And while cloud services promise to unshackle shaped to suit the needs of both your business
centre and UC applications you need, and you from the limitations of ageing legacy and your customers.
then we host and manage them. We’ll handle systems and restricted budgets, they might not
the technology, integration, support and Our hosted enterprise-class contact centre
always have the features you need.
updates; you simply focus on keeping your as-a-service solution combines the flexibility
customers happy. In an increasingly omnichannel world, the of the cloud with the features of a highly
breadth and depth of customer interactions is capable, on-premise solution.
Hosted in our private cloud, ICON Contact ever-increasing.
delivers your telephony and contact centre ICON Contact delivers your telephony and
infrastructure and applications from the cloud, Customers expect to seamlessly span multiple contact centre infrastructure and applications
with guaranteed quality and availability and channels in a single interaction without from Maintel’s private cloud, with guaranteed
on a simple fee per agent basis. needing to repeat information. This leaves quality and availability and on a simple fee
businesses facing a real challenge. per-agent basis.
Each ICON Contact service is designed to
fit your goals. Whether your aim is to gain Today’s business must deliver a truly
the agility to respond to changing customer omnichannel experience in order to keep
needs, to guarantee compliance or even just customers happy.
to keep costs down, ICON Contact can be Those businesses ahead of the curve are
shaped to suit. It’s simple, cost effective and automating predictable, transaction-based
incredibly flexible. tasks like paying a bill and updating their
details in order to free up costly agents to
handle complex, higher value customer tasks.
Achieving this often leaves you juggling
multiple contact centre technologies, all with
their own roadmaps, upgrade paths and
support needs. Add in integration between
apps and hosting and all the moving parts
can quickly become a headache.
Traditionally, in order to achieve these goals
you’d need to embark on a major IT project
with high risks, high costs and enormous
disruption to your business. The good news? It
needn’t be that way.Key features What does ICON
An adaptable solution that enables you to
The best features of the cloud – without
compromise
Contact deliver?
anticipate your customers’ demands ICON
Contact’s modular feature set allows us to ICON Contact combines the financial flexibility Flexible capabilities to fit your customers Our managed services ensure greater
build a contact centre platform that’s unique and hosted nature of the cloud with the You select a tailored solution from our availability of service and improved delivery of
to your organisation and designed for your security, reliability and feature set of an pre-determined service options designed to critical communications applications too. With
customers. on-premise contact centre. You can deliver reflect the needs of your organisation, people regular reports and a single point of contact for
quality service to your customers in an and customers. any queries, you always know what’s going on
You can:
affordable, scalable and manageable way. in your contact centre and where to get your
• Communicate and track your customers ICON Contact allows you to cater for the
And because it’s delivered as a flexible service, questions answered.
across an omnichannel environment individual requirements of different user
your contact centre can evolve with your Effective omnichannel management
groups, departments or functions within
• Adopt and integrate new channels and business and your customers.
your organisation. Specific features can be ICON Contact helps you to react to changes
technologies into your environment
Capable, scalable and reliable assigned to different departments or users in the way your customers communicate.
• Manage variable demand across based on the work they do, with the costs
Unlike other comparable hosting or cloud And although your customers wouldn’t know
different channels to optimise resources tracked by our inbuilt expense management
solutions, our ICON infrastructure has been the term, multi-channel exchanges are
• Easily react and flex to meet seasonal tool. being increasingly replaced by omnichannel
designed specifically to support real-time
demands in the contact centre. interactions in the contact centre.
communication services. It can scale from 50 to You must deliver a progressive, high quality
And as your needs evolve and change, we’ll 200 concurrent users, with the flexibility to add service that differentiates you from your rivals. With ICON Contact, omnichannel means
help you determine the best course of action and remove agents depending on your needs. And with ICON Contact you pay for the having one conversation with your customer
and deliver it as part of our managed service. service, not the technology, so your contact and knowing what they want and what they
Our goal is to make your contact centre work
At its heart, ICON Contact combines Maintel’s better. Our independence and integration skills centre can continually evolve to offer new like every time you interact with them. As single
Callmedia Expert Contact management mean we’re experts at smoothly managing features, channels and services as your interactions cross multiple channels, we ensure
system with a scalable, hosted IP Telephony complex contact centres, including different requirements and customers’ needs change. your response is always integrated, informed
solution. technologies from mulitple vendors. Our core Freedom from your daily technology burden and consistent.
processes are based on ITIL principles, and Flexible and transparent costs
Callmedia Expert Contact is our innovative, We handle the daily grind of contact centre
we continuously adapt them to support your
feature-rich contact centre management system management, maintenance, support, There are simple per agent, per month pricing
changing customer experience and technology
technology. updates and patches for you. This frees your options for each of the two levels of managed
needs.
It empowers contact centres to help internal people to focus on the customer service (foundation and enhanced). Payable
organisations provide the most compelling experience you deliver, rather than get annually, the solution includes all technology
customer experience, matching each caught up in the hassles and management of and services in one simple bill.
customer with the most appropriate agent, your technology infrastructure.
at the most appropriate time, and provides Peace of mind
supervisors with unrivalled management
We’re experts at managing your critical
information and insight.
customer communications. But to ensure your
It can also be integrated with Maintel’s ICON peace of mind, we offer strict SLAs which
Communicate and ICON Mobilise services to make sure your contact centre is doing
provide a cohesive UC and contact centre exactly what you need it to do, without
environment. disruptions.ICON Contact
service options
Management and billing:
• Proactive patch management
Foundation services include, as standard: • Built-in change management
• Quarterly billing
A contact centre platform consisting of:
• Quarterly service level reporting
• Advanced routing, including skills and • Maintel ITEM – providing detailed
intelligent database routing breakdowns of telephone charges and
• Service level adherent cost centre usage.
• Intuitive agent desktop
• Expertise-based collaboration and
•
presence
Blended multichannel routing – inbound Our ICON services
and outbound voice, webchat, email,
Maintel’s ICON Services deliver a powerful
SMS, social media
range of flexible, secure and resilient
• Comprehensive MI suite with historical
communications capabilities based on Mitel,
reporting and real-time wallboards
Avaya and Microsoft UC platforms, hosted in
• IVR system
the Maintel cloud.
•
•
Advanced knowledge management
Full workforce optimisation Our ICON services deliver the technology
Benefits across
capabilities including recording, and service capabilities you need to fulfil your
communications needs and drive productivity
the business
quality management and workforce
management across your business. Our foundation services ICON Contact delivers value across your
• Bespoke integration services. consist of predetermined components organisation.
including the core technology, support, IT team: outsourcing the running of
An enterprise telephony solution including: Operations board: benefit from a
management and any essential features. your contact centre infrastructure
• Migration of existing geographic and feature-rich, scalable and adaptable and applications means you can
ICON’s real flexibility comes from our omnichannel contact centre that
non-geographic numbering, delivered focus on strategic business activities
enhanced services, which allow you to underpins your customer experience
via SIP connectivity from the PSTN. like introducing and integrating new
select from a range of extensive options to requirements with the reassurance that services.
Monitoring and availability: deliver the capabilities you want. Different new services will be easily accessible
services can be mapped for different user as and when they come to market. End-users: enjoy the ease of using
• 99.99% annual service availability with
types or departments. ICON Services can advanced technology designed to
contractual SLAs
also incorporate fully customised options if Management: spend less time on deliver multichannel, fully compliant
• Break-fix maintenance of all related
required, with bespoke design and integration systems management and focus on processes that make user experience
customer premise-based equipment
requirements to suit your needs. contact centre business management straightforward and consistent, making
• SLAs covering availability of related
and customer experience. Operational it easier to deliver excellent customer
communication circuits and data
performance is guaranteed, with experience.
connectivity
moves, changes and enhancements
• 24/7 Maintel service desk
delivered as a service.
• Customer dashboard for full visibility
of service status and performance
monitoring.Contact us
t +44 (0)344 871 1122
e info@maintel.co.uk
w maintel.co.uk
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