Contact centre solutions
MCL’s contact centre solutions seamlessly integrate with your existing systems and channels – and can be tailored to you and your customer requirements.
What contact centre solutions means for you.
Everything you need to deliver world-class customer experiences with all-in-one simplicity.
Cloud centre solutions.
Transform customer journeys into powerful omnichannel experiences.
A cloud-based solution personalised for each of your customers’.
MCL provide a cloud-based contact centre solution. Our priority is on ensuring that your customer service teams can operate with the right technology for your chosen operational approach to meet the changing needs of your customers.
Our cloud-based contact centre solution can be securely accessed anywhere and, on any device, whilst also providing your teams with the metrics to enable focus on continually improving the experience that you are providing to your customers.
Using MCL contact centre solutions means that, all channels can be offered to your customers and these will be brought into a single, cloud-based platform. Our choice in technology routes any incoming contact to the most appropriate agent and supports your efforts to prioritise responsiveness.
Forrester, 2021
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MCL contact centre solutions - a seamless omnichannel experience for your customers.
Our solutions seamlessly integrate with your existing systems and channels – and can be tailored to you and your customer requirements.
That’s also why, as our customers, we will support your customer service team’s performance with fewer applications to use and manage, optimising their productivity and enhancing the experience they provide to your customers.
The customer-centric experience.
Your contact centre is often the first touch point with your customer when they are looking for a resolution. The experience that they receive will shape the way in which their future interactions with your business will occur.
Their expectation is that the customer service team will promptly answer their call and be listened to by an empathetic and understanding agent, who will effectively and efficiently provide them with a resolution path.
It is imperative that your customer service team have the tools and platform from which they can not only provide this experience but can also create an appreciative connection with and enhance the relationship between your business and your customer.
Our expertise in implementing contact centre solutions across a diverse range of industries provides us with a unique insight into creating and delivering the right omnichannel solution that best suits you and your customers.
We partner with industry-leading brands to offer a range of options that can be tailored to the needs of your business – and your customers.
- Skills-based routing
- Outbound dialling and messaging
- Voice, web chat, SMS, email, social media, fax, and 3rd party media
- Integrated voice cloud system
- Expected wait time and scheduled call-backs
- Workflow designer
- Wallboards, dashboards and reporting tools
- Call recording and quality monitoring
- Workforce management
- Integration with existing systems
- Advanced analytics and reporting
- Single, omnichannel interface
- Connect and manage media
Our partners.
We partner & collaborate with the world’s leading technology providers in order to provide you with best-in-class solutions
