Truly Omni-Channel

Customer experience is your competitive differentiator and a key aspect of digital transformation.

Customers want to contact you whenever, wherever and on whichever channel they choose.

Our omni-channel customer experience management and customer engagement solutions work in harmony whether the interaction takes place across the phone, email, webchat, WhatsApp or social media (to name a few).

Using our orchestration layer, we’re able to automate processes, leverage your data and handoff actions straight to the correct department for resolution.

The Benefits

The Britannic Technologies' Orchestration Layer

A Better Customer Experience

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Increase First Contact Resolution

Resolve customer enquiries and problems at first touch. No matter the channel. Triage queries straight to the right department for response and bring instant gratification with more self-service options.

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Single-Pane of Glass

Empower agents with a single screen to view and respond to customer enquiries. Are your agents using 10+ systems each day like most? Our mission is to cut this right down.

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Save with Automated Processes

Take away the mundane and menial tasks, saving time and money. With smart tagging, rules and filters you can easily categorise and organise your enquiries. Meaning agents and customer service reps can prioritise responses.

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More Self-Service Options

Provide instant responses to problems or queries with self-service portals. With knowledge base, ticketing options and chatbots to present customers with the answer they need immediately. Create workflow automation to escalate to a human if required.

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Proactive Customer Engagement

Engage with customer channels on the channels they choose. Deliver integrated experiences across phone, email, SMS, webchat, social media and WhatsApp. Shift to a more proactive way of delivering customer experiences.

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Scale and Flex in the Cloud

With digital customer experiences and contact centre solutions that can be delivered from the cloud, you can easily scale to meet your needs. Pay for the services you use and decide whether you’d like it hosted private or publicly, hybrid, solely in the cloud (or on-premise if you wish). Our B•CONNECTED cloud platform to delivers end-to-end solutions.

Broadening Customer Experience Channels

Emma Graham, Project Manager, DD

A huge thank you for the help and support we’ve had from Britannic Technologies to get our new customer contact channels up and running, especially given the incredibly tight timescales. Project management and engineering were responsive and available, got the job done quickly and effectively, and we are live without a snag.

Got a Project in Mind?

Request an advisory call with one of our experts today. No strings attached, just a chat. Let’s share some ideas.

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Take a Closer Look

Contact Centre Solutions

We design, deliver, support and continually add value to contact centre solutions. With options from our market leading partners such as 8x8, Mitel, Avaya and Enghouse, we’ve got a contact centre to meet the needs of all businesses.

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The ultimate sidekick to your sales and customer service team. Our chatbot works to support customers 24/7, automate next actions (like scheduling appointments and taking payments) and escalates to humans as required.

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Self-Service & Automation

Allocate your resource wisely and empower customers with self-service portals. Explore what we’ve got to offer by way of knowledge bases, ticket management and rules-based workflow automation.

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Data & Analytics

Data is crucial. View key insights into your contact centre through easy-to-consume dashboards and leverage your customer data to automate key processes. Like ID&V, a vital yet time consuming process.

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Social Media Integration

Utilise your social media channels to deliver better customer experiences and marketing. Listen and quickly understand, through sentiment, content and context analysis.

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PCI Compliance

Our PCI compliant voice data and call and screen recording solutions are the perfect fit to meet your legal requirements. Ensure card security, whilst also still providing a smooth customer service.

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Why Work With Britannic Technologies?

Valuable, skilled and personal in everything we do, our number one goal is to add value to your business.

More About Us

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Unified Communications Cloud & Connectivity Digital Transformation Journey