Maintel Maintel is pleased to announce that they have successfully deployed the new Avaya Experience Platform to help assist our own internal Customer Experience helpline. This contact centre platform will support thousands of Maintel customers, helping lay the foundations to revolutionise our Customer Experience approach.

The Contact Centre “as a Service” (CCaaS) public cloud platform now provides our customers with a future proofed, efficient, customer experience solution, delivering operational efficiencies, an improved customer and employee experience, and a springboard for innovation across the business for years to come.

Commenting on the successful project implementation, Gillian Bailey, Chief Operating Officer, Maintel said – “Every step of the project was smooth and seamless and beat our own high expectations. The entire project was completed in three and a half weeks, from the project being assigned to the system going live. Maintel has a strong track record of excellent CSAT scores (currently tracking 4.6 out of 5) and I have no doubt AXP will help us maintain and improve that even further”.

Alan Ridge our CX Practice Lead commented – “Our team worked at breakneck speed to install the system but were aided by the simplicity of the Avaya Experience Platform system from its configuration to ease of uploading complex call flow scripts. With any complex installation there are always last-minute gotchas but these were seamlessly overcome and the switchover from our existing CX platform to the new Avaya system was completed within a 3 hour window with zero issues on go-live.”

AXP Specialists – Maintel are now one of only three UK partners that hold the new AXP Specialisation Certification. Maintel already hold the highest levels of accreditation with Avaya as both a Diamond Edge Partner and Dev Connect Program Member with co-delivery status across the whole Avaya enterprise portfolio.