Contact Centre Solutions
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Contact and Call Centre Solutions You Can Trust
Customers expect quick, consistent service across every channel. Many organisations are still relying on disconnected systems, legacy platforms and manual processes that make this difficult.
With over 30 years of experience, Maintel helps organisations modernise, scale and improve customer engagement. From cloud contact centre platforms and omnichannel communications to AI customer service and complex migrations, we can help.
Our engineering-led approach helps organisations get more value from their technology. We design, integrate and optimise contact and call centre solutions that work with your existing environment. This reduces complexity, improves efficiency and helps create better customer experiences.
What is Contact Centre as a Service (CCaaS)?
Contact Centre as a Service (CCaaS) is a cloud-based solution that brings customer communications into a single platform. It enables organisations to manage voice, email, web chat, messaging and social channels without relying on complex on-premises infrastructure.
Maintel’s CCaaS solutions deliver more than cloud technology. We combine leading contact centre platforms with expertise in migration, integration and optimisation. This helps organisations improve customer experiences, support employees more effectively and adapt as business needs change.
Whether you’re moving from a legacy platform or modernising an existing environment, CCaaS provides the flexibility, resilience and scalability needed to deliver better customer engagement.
What Contact Centre Solutions Are Available?
Contact Centre as a Service (CCaaS)
Move customer engagement into the cloud with a flexible platform that supports growth, resilience and innovation.
Maintel delivers CCaaS solutions that combine cloud technology with integration expertise, helping organisations improve service quality and simplify management.
Omnichannel Customer Engagement
Customers expect a consistent experience regardless of how they get in touch.
Maintel helps organisations manage voice, email, web chat, messaging and social channels through a single platform. Agents have access to the information they need, while customers enjoy a more seamless experience. Existing Maintel partner solutions offer powerful omnichannel capabilities that meet modern customer expectations.
Cloud Contact Centre Migration
Moving contact centre services to the cloud can be complex. Many organisations rely on systems that support business-critical customer interactions.
Maintel helps organisations migrate with confidence. We support every stage of the process, from planning and integration through to deployment and optimisation.
If you’re moving from a legacy platform or hybrid environment, we help reduce risk and maintain service continuity.
AI-Powered Customer Service
AI is changing how organisations support customers. From smart routing and virtual assistants to automation and real-time agent support, AI can help.
Maintel helps organisations introduce AI in a practical way that complements existing processes and improves customer experiences.
Existing contact centre solutions within the Maintel portfolio already include AI-powered customer engagement capabilities.
Integrations and Automation
Customer information is often spread across multiple systems. This can slow down employees and create a poor customer experience.
Maintel’s UK-based R&D team designs custom integrations, automations and applications, connecting your contact centre with the wider business.
From CRM integration to workflow automation, we help remove friction from customer and employee journeys.
Analytics and Workforce Optimisation
Good decisions rely on good information.
Modern contact centre platforms provide clear insight into customer interactions, service levels and agent performance.
Maintel helps organisations use analytics and reporting to improve efficiency, productivity and customer outcomes.
Existing partner platforms provide dashboards and reporting tools that help organisations optimise performance.
Contact Centre Technology Partners
Choosing the right technology is an important part of any contact centre project.
We know every organisation is different, which is why we work with leading contact centre technology providers. Our vendor-selective approach gives you secure, scalable, and reliable solutions. These solutions support your business goals and maximise your investment value.
As a Zoom Platinum Partner, Maintel goes beyond basic deployment to deliver fully integrated, AI-powered contact centre solutions.
We customise Zoom Contact Centre to fit your environment, connect it with your existing systems, and provide ongoing optimisation – so you can deliver smarter, faster, and more personalised customer interactions with confidence
As a long-standing Genesys partner, Maintel combines Genesys Cloud’s industry-leading omnichannel capabilities with our deep integration expertise and tailored support.
We help you unlock the full potential of Genesys Cloud—seamlessly connecting every customer touchpoint, optimising workforce engagement, and delivering actionable insights through real-time dashboards.
Maintel is your trusted guide for migrating to the Avaya Experience Platform, ensuring a smooth, low-risk transition to the cloud. Our team leverages advanced AXP features to design solutions that enhance both customer and agent experiences.
From planning and integration to ongoing optimisation, Maintel delivers a future-ready contact centre that evolves with your needs.
Maintel’s partnership with Gamma Horizon means you benefit from a contact centre solution that’s simple, scalable, and perfectly suited for growing organisations.
We tailor Horizon Contact’s intuitive self-service and omnichannel features to your business, ensuring easy customer engagement and streamlined operations, all backed by Maintel’s expert support.
Maintel’s extensive experience with Mitel enables us to design, deploy, and support robust contact centre solutions that integrate seamlessly with your communications landscape.
Whether you’re modernising legacy systems or expanding capabilities, our team ensures your Mitel contact centre delivers maximum value and reliability.
Why Choose Maintel for Contact Centre Solutions
Our specialist MSP+ approach combines customer experience expertise with deep knowledge across unified communications, security and connectivity.
We help organisations:
- Modernise legacy contact centre environments
- Deliver cloud migration projects
- Integrate contact centre platforms with existing systems
- Introduce AI and automation capabilities
- Improve user adoption
- Increase visibility through analytics and reporting
- Future-proof customer engagement strategies
Our engineering-led approach and UK-based R&D capability help organisations achieve better outcomes for customers and employees.
Sectors We Support
Every sector has different customer engagement challenges. Maintel designs contact centre solutions around the needs of your organisation, employees and customers.
Public sector organisations face rising demand and increasing expectations from citizens while working within budget constraints.
Maintel has helped more than 300 public sector organisations with communications and digital transformation initiatives. Our contact centre solutions help improve engagement, increase operational efficiency and support service delivery across multiple channels.
We help public sector organisations:
- Improve access to services
- Reduce pressure on frontline teams
- Increase operational efficiency
- Support hybrid working
- Modernise customer service
Healthcare providers need to balance patient expectations with operational pressures.
Maintel helps healthcare organisations improve patient communications through modern contact centre technology, self-service capabilities and more connected customer journeys. Our solutions help improve access to information and reduce administrative effort.
We help healthcare organisations:
- Improve patient experiences
- Reduce avoidable enquiries
- Improve access to services
- Increase operational efficiency
- Support healthcare teams
Customers expect secure, responsive and personalised service. Financial services organisations must also manage regulatory requirements and operational risk.
Maintel helps organisations create secure customer engagement environments that balance customer experience with compliance and resilience.
We help financial services organisations:
- Improve customer responsiveness
- Support compliance objectives
- Increase operational resilience
- Improve reporting and visibility
- Deliver more connected customer journeys
Housing providers manage high volumes of resident enquiries while working across multiple systems and processes.
Maintel helps housing associations improve resident communications and streamline service delivery. Our solutions support better engagement, faster responses and more efficient ways of working.
We help housing associations:
- Improve resident engagement
- Streamline customer service processes
- Connect existing systems
- Support mobile and hybrid workers
- Improve operational performance
For retail and hospitality businesses, communication is key to delivering a consistent customer experience across multiple sites.
We help organisations keep employees connected with reliable mobile services. We also provide reporting and support to manage costs effectively. This allows teams to respond quickly to customer needs and operational challenges.
Utilities providers need to manage high volumes of customer enquiries while maintaining service levels and operational efficiency. Customers expect clear, timely communication across billing, outages, appointments and service requests.
We help utilities organisations:
- Improve customer communications across multiple channels
- Reduce pressure on customer service teams
- Increase visibility across customer interactions
- Support field-based and operational teams
- Improve reporting and operational performance
- Introduce automation and self-service capabilities
- Create a more consistent customer experience
Customer experience is often a key differentiator. Organisations need to provide consistent service while supporting growth and productivity.
Maintel helps organisations create connected customer journeys through omnichannel communications, automation and analytics.
We help organisations:
- Improve responsiveness
- Increase visibility across customer interactions
- Improve productivity
- Support business growth
- Deliver consistent customer experiences
Contact Centre Case Studies
Contact Centre Solutions FAQ’s
How will a new contact centre solution fit into our existing technology environment?
Maintel takes an engineering-led approach to customer experience transformation. We integrate contact centre solutions with your existing communications, applications, networks and business systems.
Our MSP+ approach supports the full solution lifecycle. We help with design and deployment. We also provide optimisation and ongoing support.
How do cloud-based contact centre solutions support security requirements?
Maintel helps organisations create secure and resilient customer engagement environments. Our expertise across customer experience, unified communications, security and connectivity helps ensure customer interactions remain protected without affecting performance or usability.
How can contact centre solutions help us meet compliance and governance requirements?
Modern contact centre platforms can support call recording, reporting, access controls and audit requirements.
Maintel works with organisations to ensure contact centre technology aligns with operational, governance and regulatory requirements while maintaining a good customer experience.
How can we justify the investment in a new contact centre solution?
Many organisations invest in contact centre technology to improve efficiency, support growth and reduce the costs associated with managing legacy systems.
We can help improve productivity, simplify management and help create better customer experiences that support long-term business performance.
What should we look for in a call centre solutions provider?
Technology is only part of the decision.
A call centre solutions provider should be able to support consultancy, deployment, integration, optimisation and ongoing management. They should also understand your wider business goals and technology strategy.
Maintel combines more than 30 years of communications expertise with specialist capabilities across customer experience, unified communications, security and connectivity.
How can contact centre technology help us improve service levels without increasing headcount?
Modern contact centre solutions can automate routine enquiries, improve call routing and provide better visibility into workloads and performance.
This helps teams work more efficiently, improving service levels while reducing unnecessary effort.
How can contact centre technology help us improve service levels without increasing headcount?
Modern contact centre solutions can automate routine enquiries, improve call routing and provide better visibility into workloads and performance.
This helps teams work more efficiently, improving service levels while reducing unnecessary effort.
How can we deliver a more consistent experience across every customer channel?
Customers expect organisations to recognise them regardless of how they choose to make contact.
Maintel helps organisations bring voice, email, live chat, messaging and social interactions together in a single environment. This gives employees a clear view of the customer journey and helps create a more consistent experience.
What should we look for when comparing CCaaS providers?
When comparing CCaaS providers, consider:
- Integration capabilities
- Security and resilience
- User experience
- Analytics and reporting
- AI and automation features
- Support services
- Scalability
The technology matters, but so does the expertise behind it. The right partner will help you design, deploy and optimise the solution to meet your business goals.