We design, deliver, support and continually add value to contact centre environments
In close partnership with our customers and world-leading vendors, only the best.
Providing a great customer experience requires the expertise and solutions that help you meet ever-changing customer demands. We will transition you to a business operating model that is lean and agile.
Innovation, strategy and ambassadors, the contact centre is more than just technology.
Our discovery workshops and cloud-based solutions contribute towards creating an omni-channel experience. Working across your website, email, social media, text, voice, chat, WhatsApp and review sites out the box (but we will give integration with anything a go!). Choose a solution where you can integrate your choice of new products and services as your market and budget dictates.
Systems and application integration
Our netCONNECT platform is the customer experience amplifier; by connecting your communications platform with your CRM and software applications to unlock a smooth information flow. Your telephony-related expenses will start to diminish as productivity rises, reducing the cost to serve.
Management and reporting
Get complete, real-time transparency, data and historic analytics to help measure the performance of your contact centre. With our partner eco-system we deliver the best-in-class advice and solutions to optimise service levels and identify need for further training and support of agents.
Self-service and automation
First call resolution is the customers dream experience, so why deny them? With intelligent call routing and intuitive self-service options. Inbound automation speeds up low touch interactions and frees up your best-skilled contact centre agents to solve complex customer issues and add value to higher value interactions.
Enhance customer social channels
We help you integrate your social media channels into the contact centre for rapid, personal social service and live interactions with your customers. Issues get resolved on the spot and questions answered to shorten the customer journey accompanied by full and detailed analytics making the agents job faster and easier.
Your contact centre is in safe hands with us
I have nothing but praise for Britannic. The quality of service and support, and attention to detail went beyond my expectations. The seamless, uninterrupted transition was thanks to Britannic’s structured onboarding methods and their clear, jargon-free approach. We really were in safe hands, and I feel sure they will guide us well in the future as we continue to transform our customer engagement.
Upgrade your contact centre with digital solutions
Streamline multiple inboxes
Give your contact centre agents complete digital enquiry visibility. INBOX works to automatically read, respond or route your emails, social media interactions, chat, and WhatsApp messages. It can prioritise, categorise, and create queues and tickets for fulfilment.
- Automates mundane and repeatable processes to allow your agents to focus on priority customers.
- Non-invasive and rapid deployment
- Consistent message handling
- Easy integration with your contact centre
You can utilise BiziBOT across any channel, from social media sites like Facebook to more traditional platforms like your website. Achieve higher customer service ratings, implement online self-service and increase engagement with customers across your business.
- Deliver instant routing, FAQs and automated responses
- Automate the collection of data before passing to an agent, reducing contact time
- Automate ID&V
- Chatbots can deliver a 40-80% call deflection rate
Level-Up agents with gamification!
Our solution REWARDS will enable you to set appropriate targets for all staff in the contact centre. It will reduce staff turnover, increase your chances of recruiting and retaining talent, encourage behaviours that meet targets and improve the customer experience.
- Host tournaments and game battles
- Collect vital agent data
- Map user performance
- Enrich the agent experience
Mercury Holidays Managing Thousands of Digital Interactions with INBOX
Travel company Mercury Holidays were faced with the key challenge of customer enquiries coming into different inboxes and staff working on multiple platforms. Here’s how our INBOX implementation helped them out.Read case study View more case studies
Transforming Service Delivery with DD (Dental Directory)
Since DD had recently acquired several companies, they needed to streamline their telephony and contact centre infrastructure. Discover how we helped them consolidate their contact centres, adopt new ways of working and create a seamless communications experience to improve customer service.Read case study View more case studies
Trailfinders Operate a Highly Resilient Contact Centre That Spans 29 Locations
Since delivering a personalised service is part of Trailfinders business model, centralising their telecommunications locations in to one efficient and cost effective contact centre was very important to them. Here’s how we did it.Read case study View more case studies
Rather Just Speak with Someone?
No problem! Just fill out the form below and we’ll happily book in a slot to explain more about our contact centre options. It will take just 15 minutes of your time (or longer if you want!).