Case Study: Armchair achieves market-leading customer service with Maintel's Callmedia solution

Design and implementation of a bespoke automated telephone service

Armchair, a telecommunications provider handling around 100,000 inbound and 25,000 outbound calls each month, wanted to improve customer service and become a market leader in its field. Maintel was brought in to help with a bespoke automated telephone service, using its Callmedia multichannel contact centre management product.

Maintel designed and implemented a custom Callmedia-based solution that instantly displayed client information on agents’ screens when calls arrived, and integrated it fully with Armchair’s telephony system. The result was faster call handling, rapid agent training, and stronger service flexibility that supported Armchair’s growth for over ten years, helping the company secure a leading market position.

Armchair

Connie Barrow

Operations Director