How Malbi fits in

Your phone system and your team stay in place. We set up Malbi, connect it and run it.

1. 1. Start with selected calls

   They go to Malbi. Everything else carries on as it does today.

2. 2. Link your systems

   Where there's a way in, we connect your CRM, service management, booking, catalogue and notifications.

3. 3. Add more over time

   New workflows as you need them.

When a call needs a person

You decide which calls go to your team. Malbi hands those over and doesn't try to deal with them itself. It doesn't promise emergency cover.

Licences and the contact centre

Some customers may be able to cut phone or contact-centre licence costs over time. Whether that applies to you depends on your setup, so we look at it as a separate piece of work. We don't count it in the examples.

What we've tested with

We list a phone system here only once we've tested with it, and none is listed yet. Tell us what you run and we'll say what we know and what we need to check.

How we get you live

One first use case, taken from the first conversation to calls going through Malbi.

1. 1

   Discover

   We map your calls, volumes and how they're handled today.

2. 2

   Design

   We agree the first use case, which calls go to your team, and what gets connected.

3. 3

   Build

   We build the agent around your calls and your wording.

4. 4

   Integrate

   We link your phone system and any other systems we've agreed.

5. 5

   Test

   We try it on your real call types, including the handover to your team.

6. 6

   Launch

   We start with selected calls.

7. 7

   Manage

   We run it and review the calls with you.

8. 8

   Optimise

   We fix what the reviews show and add workflows over time.