Case Study: Frontline achieves enterprise-class contact centre success with Maintel

Implemenation of an IP network and contact centre solution

Frontline, a UK-based market-leading customer service and call handling specialist, wanted to build a first-class contact centre from the very start of the business. It turned to Maintel for a resilient IP network and contact centre solution, including an initial Avaya INDeX platform that would support its long-term growth.

Maintel implemented a single resilient IP network and later upgraded Frontline to Avaya Communications Manager, while also introducing Callmedia Expert Contact for integrated voice, email, chat and other customer interactions. The result was an enterprise-class contact centre that helped Frontline grow over 15 years, support 24/7/365 service, complete two office moves without serious disruption, and even outperform many customers’ in-house contact centres.

Frontline

David Jones

Managing Director