Jonathan Sharp CEO of Britannic Headshot

If there is one thing we can all be certain of, it is that technological change continues at tremendous pace. Britannic has consistently sought out opportunities to add value to our customers and their business operations, focusing on listening, solving problems, and delivering successful business outcomes through market leading technology and customer focused service. More so than ever, the window between innovating to win, and changing to survive has become ever smaller. 

Within our latest newsletter, you'll witness this in action, a blend of the familiar, coupled with exciting new introductions and direction of travel. 

Our partnership ecosystem continues to expand and strengthen, with the noteworthy addition of Zoom, Uniphore, and Fortinet. These, along with our already robust collaborations with industry heavyweights and innovators like 8x8, Five9, Mitel, Calabrio, Bizvu, Cisco and BT, are a testament to our commitment to providing you with the finest in today's technology landscape.

I am particularly proud of our recognition as a supplier for the Crown Commercial Service's Network Services 3 framework. Our position in multiple lots within the framework speaks volumes about our dedication to improving digital infrastructure, enhancing user experience, and ensuring the public sector has access to the latest advances in communication technology to transform public services and the citizen experience.

As we gear up for our 20th Annual Convergence Summit at the iconic Lord’s Cricket Ground, we're excited about the spotlight on AI, Automation, and Analytics. The summit has long stood out in our industry for the quality of presenters, the insights delivered and excellent networking opportunities. This year we are delighted to be joined by Simon Greenman, a globally renowned AI expert, who will share his views on “who will profit and benefit from the Generative AI gold rush.” The summit is free to attend, so if you have not already booked your place, please check out the information on our website. 

Jonathan Sharp CEO of Britannic speaking at Convergence Summit 2022

Our recent focus on providing actionable insights from data with tools such as Calabrio, Uniphore, SIP Insights and Textually, is helping to provide the answer to that long-sought problem of “you don’t know what you don’t know” – highlighting trends, patterns, sentiment and opportunities for improving and modernising customer interaction and process fulfilment.

To amplify our customer-centric vision, I'm pleased to announce the formation of a new team, that of Customer Experience and Delivery, championing a unified approach that strengthens and unifies our consultative reviews, advisory, solution design, outcome led delivery and ongoing customer success, underpinned with ongoing commitment to continue to develop our key systems, such as CRM and CZONE to meet the needs of our customers.

The launch of our enhanced managed services act as a natural complement to our Customer Experience and Delivery team and stands as a testament to our dedication to freeing our customers from the nuances of BAU management, enabling them to focus on opportunities to innovate and transform their own businesses, backed by a team of subject matter experts, super charged through targeted data insights.

In this whirlwind of change, our promise remains constant: to work hand in hand with you, supporting your needs today and our shared journey towards the future. Your trust fuels our ambition, and as we head towards these new horizons, I want to emphasise our commitment that together in partnership, we're not just watching the future; we're shaping it together.

Thank you for your enduring trust and partnership, I eagerly anticipate the many successes we'll achieve together as your consultative technology partner, translating business needs into system design, delivering successful outcomes to improve customer experience and operational efficiency - through data insights, expertise, strategic systems design, and value driven managed services.

Warmest regards.

Jonathan Sharp, CEO, Britannic

Convergence Summit 2023 - The UK technology event of the year

Convergence Summit 2023: The Transformative Power of AI, Automation and Analytics

The team at Britannic are excited about their 20th Annual Convergence Summit, an event meticulously curated to foster insightful discussions and networking with industry leaders, which is almost upon us.  The focus this year is on the pivotal role of AI, Automation, and Analytics in modern organisations. *This is a free event for qualifying end-user delegates*

Don’t miss out! By attending the Convergence Summit, you’ll be in the running to win an unforgettable day out with full hospitality and prime seats – watching the 2024 ENGLAND V WEST INDIES international at the prestigious Lord’s Cricket Ground. This is your chance to join Britannic and 8x8 and indulge in a day of exciting cricket, delectable food, and refreshing drinks!

Secure your complimentary access to Convergence Summit today as places are limited

Location: The Thomas Lord Suite, Lord's Cricket Ground, London

Date: 2nd November 2023

Keynote Speaker: Simon Greenman, a globally recognised expert in AI and a member of the World Economic Forum's Global AI Council.

Other main stage presenters: Representatives from renowned tech firms including 8x8, Five9, Zoom, Mitel, Uniphore and Calabrio. Britannic’s CEO, Jonathan Sharp will also share his vision of how we are sculpting the future through technological innovation and our world leading partner ecosystem supported with tailored managed services.

Interactive Workshops: Delve deeper into Britannic’s forward-thinking market vision and innovative strategies, aligned with emerging technological advancements and successful change management and ongoing evolution.

Networking: Engage with industry pioneers and like-minded professionals over lunch, a guided tour of the iconic Lord’s ground, and a closing drinks reception.

Exhibition: Talk to the experts and get hands on with the latest technology and applications to power successful business transformation and modernisation.

Britannic and Partner technology updates summer 2023

The power of instant messaging in the workplace

Instant messaging has become a linchpin of productivity, especially with the increase of remote working. With tools like Microsoft Teams, Team Chat, and MiCollab, businesses are breaking traditional workflow barriers, promoting real-time communication, fostering teamwork, and ensuring flexibility. These platforms not only streamline communication but also offer a seamless integration with various applications, bolstering efficiency. But with great power comes the need for responsibility: setting professional guidelines for messaging ensures a balance of productivity and respect. As we navigate an increasingly digital workspace, the potency of instant messaging cannot be ignored. Curious about integrating these tools into your business? Let Britannic guide you to the perfect UCaaS solution.

Dive deeper into our latest blog post

NetX: adding intelligence and value to the voice network

Are you still using ISDN and PSTN fixed lines? Britannic specialise in transitioning your fixed line services to the cloud via NetX portal (SIP), ensuring a smooth and uninterrupted switch whilst considering your operational needs. They also provide continued support for your current ISDN and analogue lines, assisting you in planning the transition to the cloud according to your timing and pace.

Discover Britannic’s outstanding NetX portal, your ideal resource for managing voice communications. It's built to provide a comprehensive overview of your inbound and outbound voice interactions. With its robust analytical tools, adjustable dashboards and widgets, report generation and scheduling, and call flow and business continuity planning, it's designed to keep you ahead of the game. 

If you’re already a user of NetX there are some additional features that will help keep your business safe, such as toll fraud prevention software. Speak to your account manager to get to know more about these capabilities.

See what NetX has to offer

Britannic named a supplier on Crown Commercial Service’s Network Services 3 Framework

Britannic has been inducted into the Crown Commercial Service's (CCS) Network Services 3 framework. This move amplifies the public sector's access to state-of-the-art communication solutions across several lots. Last year, CCS achieved £3.8 billion in commercial benefits. Jonathan Sharp, CEO of Britannic, underscores the company's dedication to advancing the UK's digital infrastructure. With a rich 30-year legacy in ICT, Britannic stands committed to innovation and digital excellence.

Discover the following Lots that Britannic has been approved on

Unlocking the future of collaboration: Britannic and Zoom join forces

Britannic are delighted to introduce their strategic alliance with Zoom, marking a transformative phase in streamlined communication and cutting-edge solutions. This isn't just another partnership; it's a promise to consistently offer their customers unparalleled value. Through Zoom's esteemed UC/CCaaS solutions, Britannic is primed to deliver offerings from a brand renowned for its global innovation and rapid market impact.

Meet the experts behind the partnership.

Are you interested in staying up to date with the latest industry events and networking opportunities?

Sign up to Britannic’s VIP Events LinkedIn page. By joining, you'll gain exclusive access to upcoming events, including speaker line-ups, session schedules, and other valuable information. You'll also receive regular updates and reminders to ensure that you never miss an opportunity to connect with other professionals and learn from top thought leaders in your field. Plus, with LinkedIn's powerful networking capabilities, you'll have the chance to connect with other attendees, share insights, and grow your professional network.

Don’t wait – sign up today

5 benefits of cybersecurity for your business

As businesses leverage technology's prowess for operational excellence, they concurrently navigate a world rife with digital threats. Data, today's golden asset, is under constant siege, elevating cybersecurity from an IT concern to an organisational imperative. Robust cybersecurity not only acts as a shield against potential breaches, ensuring brand reputation and customer trust, but it also fortifies compliance with global regulatory standards. The dividends? Enhanced operational security, bolstered reputation, elevated ROI, and the freedom to innovate without apprehension. Discover more on understanding the multifaceted importance of cybersecurity and its integral role in empowering businesses in Britannic’s Latest Blog.

Cyber Security: A Non-negotiable Business Imperative

Five9 Partner Updates

Five9 named a Leader in the 2023 Gartner® Magic Quadrant™ for Contact Centre as a Service

Leading the way unmistakabley

Five9 has been honoured by Gartner as a prominent Leader in the August 2023 Magic Quadrant for Contact Centre as a Service, attributed to its outstanding Five9 Intelligent CX Platform. Gartner's assessment revolved around key criteria evaluating Five9's comprehensive vision and its capability to deliver.

Dive into a free version of the Magic Quadrant report to uncover:

  • Insights into our notable distinction in the sector.
  • Ways our platform can drive your objectives.
  • Tips to leverage market insights tailored to your specific business and tech requirements.

Download the report now

Woman in contact centre with headset on

Improve your call or contact centre experience

Customer experience remains pivotal, with call or contact centres playing a central role. To stay ahead, a stellar centre that offers unforgettable interactions is crucial. Dive into Five9’s latest blog to unravel the technological advances shaping the future of customer interactions - from the transformative power of AI to the efficiencies of the cloud. They’ll also introduce you to the Five9 Intelligent CX Platform, a game-changer in redefining and enhancing customer journeys. Whether you're looking to understand the nuances between call and contact centres or explore the profound impact of Intelligent Virtual Agents, this post is your comprehensive guide.

Explore the full blog post here

Moon shinning over a clouded bright light city

BISSELL digitally transforms its contact centres with Five9

For over 140 years, BISSELL Homecare, Inc. has been at the forefront of pioneering floor care solutions. With a global footprint, the company equips homes with a vast array of cleaning tools, from vacuums to carpet cleaners. Today, BISSELL operates with a robust team of 2,500 global employees, including 150 dedicated agents spread across outsourced contact centres in four nations, all powered by the Five9 platform. Dive into Five9’s latest case study and discover how BISSELL:

  • Transitioned to cloud-based systems to bolster growth and drive innovation.
  • Witnessed instant positive impacts from the outset, thanks to intuitive features.
  • Enhanced their CSAT score by a commendable 9%
  • Achieved a 5% cut in FTE expenses through advanced queue callback and adept agent routing.

Download case study now

Man with phone and credit card in hand smiling

Mastering contact centre metrics: A guide for success

Peter Drucker wisely stated, "You can't improve what you don't measure."  For Customer Service Managers aiming to optimise their contact centre's performance, mastering key metrics is crucial. These aren't mere numbers; they're insights into customer satisfaction, competitive efficiency, and resource allocation. Dive into Five9’s latest blog post to uncover the essentials of contact centre metrics and discover actionable insights.

Let data guide your performance elevation

8x8 Partner Updates

Man with headset and open hands laughing

It's good to talk

8x8 has announced the availability of voice conversational AI in 8x8 Intelligent Customer Assistant. The addition of voice expands 8x8 Intelligent Customer Assistant’s powerful, user-friendly conversational AI self-service capabilities that enable businesses to create simple to complex experiences across digital and voice channels.

Key features of voice self-service for 8x8 Intelligent Customer Assistant include:

  • Streamline Workflows: From automated voice self-service experiences to live agent assistance, interaction workflows are seamless and minimise the need for manual data collection.
  • Complete Customer Context: Eliminate blind transfers as the voice bot interaction context is delivered to the agent upon connection, empowering them to deliver more personalised, frictionless experiences.
  • Build and Deploy Rapidly: Using graphical scripting tools, a single bot can be quickly built and deployed across any channel such as voice, WhatsApp, SMS, and web chat, among others.
  • Rich Conversation Insights: Built-in, comprehensive analytics deliver insights and intuitive monitoring and reporting for advanced customer journey visibility.
  • Turnkey Integration Options: Marketplace and turnkey integrations with CRMs allow for endless customisation for a highly personalised customer experience within a voice bot interaction.

Discover tomorrow's AI today

Time For teams-up

8x8 has enhanced its App for Microsoft Teams, streamlining calls directly into the Teams calling window for better user experience and performance. Leveraging 8x8's direct routing service, the app seamlessly connects Microsoft Teams to the Public Switched Telephone Network (PSTN), offering a cost-effective native calling solution without extra software, plugins, or per-user license needs. As part of the '8x8 for Microsoft Teams' suite, this update enhances the certified 8x8 Contact Center and premium direct routing service. With 350,000+ licenses sold, 8x8 expands Teams' global telephony, optimiszing costs based on user roles. All solutions are grounded in the 8x8 XCaaS™ platform, ensuring comprehensive cloud telephony across 59 countries. Embrace 8x8's comprehensive solution for Teams.

Check it out

8x8 Wins 2023 TrustRadius Tech Cares Award

8x8 has been recognised with the 2023 TrustRadius Tech Cares Award, highlighting their dedication to corporate social responsibility and ESG standards. This award from TrustRadius, a premier B2B tech platform, celebrates companies excelling in areas like volunteerism, diversity, and environmental sustainability. Jeanette Winters, 8x8's Chief Human Resources Officer, spotlighted their global efforts in community and environmental service. Further showcasing their commitment, 8x8 recently reported a one-third reduction in carbon emissions.  

Unveil the story behind 8x8's achievement in the 2023 TrustRadius Tech Cares Award

8x8 named a top 5 provider in Metrigy 2023 Contact Centre as a Service (CCaaS) MertiRank Report

8x8 has been ranked as a Top Five provider by Metrigy in its recently published 2023 CCaaS MetriRank report, which identified the top cloud contact centre providers leading the market today and best positioned for long-term success. 8x8 earned the ranking based on market share, financials, market share momentum, product mix, customer sentiment, and customer business success. 8x8 Contact Centre also received a standout sentiment rating for response time to problems, with strong ratings on technical features, platform reliability, and security. With regards to customer business success across four categories, 8x8 customers saw the highest positive improvement in customer ratings.

Discover why 8x8 is recognised as a top provider by Metrigy for 2023

Mitel partner updates

Mitel’s contact centre gets a makeover with release 10

Mitel has released a significant update to its MiContact Centre Business (MCCB) solution – version 10.0. This enhancement introduces new communication tools, efficient social media outreach capabilities on platforms like Facebook and WhatsApp, and a revamped, accessible UI framework. The UI also includes custom dashboards for enhanced client experiences. Curious about the full details?

Read the complete article here

Mitel's award winning 6900W IP phones achieve prestigious industry certifications in interoperability and energy efficiency

Mitel® announced its next generation 6900w IP desk phone series has received separate internationally recognised certifications from ENERGY STAR® and Wi-Fi CERTIFIED™. These certifications provide independently verified assurances to partners, customers, and end-users that Mitel’s phones meet or exceed industry-agreed energy efficiency and interoperability standards.

Uncover the full story here

Beyond accommodations: Helping employees with disabilities thrive at work

The rapid ascent of remote and hybrid work models is not only a blessing for those valuing flexibility but also a groundbreaking shift for employees with disabilities. With a staggering 7.76 million disabled employees now participating in the US workforce as of July 2023, there's no denying the benefits remote work has offered. These arrangements go beyond mere convenience; they break down barriers, making careers more accessible. By integrating inclusive technologies like unified communications, we're witnessing a world where everyone has a fair shot.

Learn more about the transformative landscape of employment for those with disabilities and discover five ways businesses can further elevate inclusivity in Mitel’s latest blog post.

Mitel announces the next generation of its market-leading DECT handsets

Unveiling a revolutionary communication experience with Mitel®’s 700d series of DECT handsets, the tech giant brings a game-changing blend of simplicity, elegance, and reliability across four new devices tailored to meet diverse user requirements in sectors like healthcare, retail, and more.

Notable highlights & features

  • Vivid Display: A 2.4" scratch-resistant, user-friendly display.
  • Robust & Safe: Impact-resistant up to 2m and featuring antimicrobial protection.
  • Enduring Battery: Ensuring extensive uptime for shift workers.
  • Future-Proof: With Bluetooth® 5.0 and a USB Type-C charging port.
  • Versatility: Includes modern USB-C charging and is compatible with various headsets.
  • Special Alerts: Dedicated alarm notification buttons available on select models.
  • Elevate your business communication and explore the 700d series with Mitel today!

Stephanie Watson from MZA underscores Mitel’s formidable market presence, while James Wong, Mitel’s VP, highlights the series as a beacon of secure and flexible communication for mobile workers. In real-world applications, Karsten Huhn from HEIN Netzwerktechnik GmbH acknowledges the handsets’ premium quality and robustness.

Find out more information about Mitel’s 700d DECT handsets series

Uniphore Partner updates

Bot against a city background on laptop typing with headset on

Replacing Your IVR With an AI Solution

The IVR market is on the rise, expected to reach $6.7 billion by 2026, thanks to increased smartphone use and a post-pandemic tilt towards self-service. Advances in AI are transforming IVR systems, making interactions more human-like. However, with 94% of users citing IVR-related frustrations, there's a push for innovations like emotion detection and omnichannel reporting. The evolving landscape underscores the value of AI-enhanced IVRs for improved customer insights and experiences. Learn about the Top 5 ways AI is revolutionising IVR in contact centres, from intuitive multimodal IVRs to sophisticated emotion detection, and find out why replacing your IVR with an AI solution is the forward-thinking move your business needs.

Don't get left behind in the IVR evolution

Uniphore launches U-Capture

Uniphore has recently launched U-Capture, a standout enterprise AI solution designed to seamlessly capture both structured and unstructured data, all while upholding the highest standards of data sovereignty. This innovation is a testament to Uniphore's commitment to driving enhanced automation, analytics, and integrated platform actions. Joining an already impressive lineup, including generative AI, emotion AI, knowledge AI, and workforce automation, U-Capture enhances the capabilities of the Uniphore X-Platform. It provides customers with an intuitive means to access data from historic and real-time conversations, harnessing the power of AI to derive richer insights and foster improved experiences. Integrated within the X Platform, businesses are empowered with instant access to AI-optimised data, guaranteeing prompt support for operational, compliance, and in-depth conversational analyses, all while ensuring the pinnacle of data security and sovereignty.

Explore U-Capture's full capabilities and impact now

Uniphore recognised In 11 Gartner® Hype Cycle™ reports

Uniphore has earned prestigious recognition by being featured in 11 Gartner Hype Cycle reports, highlighting their forefront role in pioneering AI and analytics technologies worldwide. From transforming customer experience with Emotion AI to innovative advancements in Speech Analytics, Uniphore continues to pave the way in AI-driven enterprise solutions. Dive into the depth of their innovation and how they're reshaping the AI landscape.

Read the full press release here

Uniphore named “Best Conversational AI Platform” in 6th Annual Artificial Intelligence Breakthrough Awards Program

Uniphore has been crowned as the "Best Conversational AI Platform" at the 6th Annual AI Breakthrough Awards. Their innovative X platform, boasting features like emotion AI, knowledge AI, and real-time multi-language support, has set new standards in enhancing customer experiences and optimising sales engagements. Umesh Sachdev, Uniphore's Co-Founder and CEO, expressed immense pride in this recognition, highlighting their mission to revolutionise customer-focused enterprise aspects. With over 725,000 users worldwide, it's clear that Uniphore is redefining the landscape of conversational AI.

Dive deeper into their award-winning journey here