Digital Workplace | Customer Experience | Secure Connectivity
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Maintel is a cloud and managed services company with a focus on communications, and over the years our many customers have got to know us through one or more of the different technologies we provide – be that support for their telephony systems, local and wide-area networks, cyber security, mobility, contact centre, document management, or any number of other services.
So that we can better align ourselves with our community and with the wider market, to support you along your digital transformation journeys, we’ve pulled our products and services portfolios into three specific pillars.
Firstly, we help organisations be more productive and effective with digital workplace technology, incorporating unified communications and collaboration as a service, audio and video conferencing and collaboration services, document print and management, and mobile devices, airtime, and management. We support digital workplace requirements on premises, in the cloud, or as a hybrid between the two, and we work with a broad portfolio of technology partners, including all the Gartner Magic Quadrant leaders.
Secondly, we help organisations acquire, develop, and retain their own customers with customer experience technology, enabling the move towards more digital customer interactions, support for emerging solutions such as AI in customer engagement, and a complete capability around workforce optimisation technology.
And finally, we help organisations securely and reliably allow their people to access applications and data with secure connectivity, whether they’re in the office, at home, in the field, or on the move, regardless of if those applications and data are in the cloud, the data centre, on premise.
We have a specialist lead for each of these three pillars, and in each edition of this newsletter they’ll be covering what’s new and of interest in their areas. In this edition, each one introduces their area and sets out the plans for the months ahead.
Rufus Grig, Chief Technology & Strategy Officer, Maintel
Tim Hiscox, Head of Digital Workplace, Maintel
I’d like to take this opportunity to share with you all the great things happening in the world of digital workplace technology, both within our customer landscape and more generally in the global marketplace.
We know that the rapid pace at which technology is evolving is causing drastic changes to the way people want to work, and those changes are, in turn, driving technology used in the workplace to continue to improve as well. The sophistication and speed of technology available in our personal lives is to thank for such pressure being put on employers.
For example, a research study we conducted into digital transformation found that over the past three years, there has been an increased use of WhatsApp (by 62%), Face Time (87%), and Instagram (and 70%) at work, as people demand the most effective and efficient ways to communicate.
The good news is that, at Maintel, we’re seeing these trends and acting on them, to ensure we can engage with the wider community with continued relevancy and offer services which answer specific needs. For example, we’ve recently made great strides with our ICON Communicate
offering for Unified Communications-as-a-Service.
Over the next few editions of this newsletter, we’ll explore themes and technologies such as the rise of AI, information security in collaboration, and the role of mobility.
If you’re looking for more advice or information on trends impacting the workplace in the mean-time, or any other digital dilemma, please do get in touch.
Email Tim Hiscox
Derek Lewis, Head of Customer Experience, Maintel
Whether at home or at work, we are all customers, and we’re aware just how important it is that every experience we have with our service providers and brands of choice are positive ones. A great experience makes us tell our friends and colleagues, and wax lyrical on social media. But a bad experience means we’re even more likely to share the bad news, and to take our business elsewhere.
Maintel has been supporting organisations to deliver great customer experiences for more than 25 years, with an unrivalled breadth of experience across call and contact centre technology, encompassing a broad portfolio of technology partners and addressing contact centres from 10 to 1,000s of seats.
Increasingly, we’re helping our clients to support their customers across digital channels, including web, mobile, email or social, as consumers look to manage their relationships with brands in whatever way suits them. Today’s contact centre engagement projects are all about delivering compelling experiences for customers whatever channel they choose; voice or digital.
If you’ve not yet read it, do take a look at our latest article,‘How to Ensure Your Customer Experience Strategy Will Succeed in the Digital Age’ and in the coming editions we’ll explore some of the latest customer experience trends in more detail, including the use of AI in customer interactions, the latest in supporting customers’ desire for self-service, best practice for engagement via social channels, and capturing actionable insights from your contact centre’s technology platforms.
Email Derek Lewis
Mike Gatty, Head of Secure Connectivity, Maintel
Secure connectivity is the essential link that connects an organisation’s employees to their applications and data – whether that's the wired or wireless local-area network (LAN), the wide-area network (WAN), or direct Internet access – it must be secure and it must be reliable.
One of the most exciting trends we’re currently seeing in this space is the introduction of Software-Defined Wide-Area Networks (SD-WAN). While this technology has been around for a while, there are a number of reasons SD-WAN will begin to gain significant momentum in the coming months.
With the benefits quickly becoming clearer, the only challenge left for businesses should be to find a partner with sufficient expertise and experience, to ensure they can realise the full value of the technology without any of the risk.
To learn more about how SD-WAN can transform your organisation’s networking capabilities, read our latest article here.
Also within this field is the critically important area of cyber security. At Maintel, we’ve identified this as one of our absolute priorities, to help organisations like yours
manage the significant (and growing) challenges coming with it.
As a result, we’re very proud to announce the launch of the all new Insight Secure, which is a managed cyber security service delivered by our team of Certified Threat Intelligence Analysts. You can learn more about this service in our Product and Services Update section.
Email Mike Gatty
