The Quarter Word

Jonathan Sharp - Britannic’s Sales and Marketing Director

2022 was a very exciting and busy year for Britannic. We have always looked to the future and 2022 was no exception. We continued to support our colleagues in their learning and development, added new resource, capability, and approaches into the business.

We undertook a comprehensive review of our current CRM system, remapped our processes, designed and configured our new CRM, to provide greater efficiencies and enhancements to the experience for both our colleagues and our customers and are well placed to manage a successful first phase transition in the first quarter this year.

We rebranded, launched a new website, returned the annual summit to a in person event again (after being online during Covid), strengthened our focus on Innovation within our Innovation Hub and product management and released new value to market through partners’ products and inhouse developed offerings.

What has not changed though is our commitment and focus to our customers, working in partnership, driven by our desire to add value and provide the best customer experience possible.   

We were delighted with the excellent Customer Satisfaction survey (CSAT) results in 2022 (which were a further improvement on the already excellent results the year before) and achieving a market leading Net Promotor Score (NPS) of 72.

It was great to be shortlisted for several industry awards throughout the year, but what we enjoyed most was seeing our customers win awards, in their own industries, because of the great work we have done together - modernising and transforming customer and employee experience and operational working, underpinned with well-designed and delivered technology solutions.

We have had some great business success in 2022, completing major transformation projects with existing customers and securing many new contracts in what is a highly competitive industry, providing an excellent platform for our ongoing business development and growth.

As ever, we enter a new year full of excitement and enthusiasm. This year will see further development of our netX2 platform, broadening the value and reach to market, a continued focus on customer success methodologies to increase the value we deliver together, support the PSTN switch off, leverage advances in technology, notably Cloud and SaaS, AI, automation, systems integration, omni-channel communications, extending new insights with data analytics and continue to support our customers changing needs and business models. 

We thank you for your continued partnerships and the confidence that you entrust in us.” 

Britannic's Convergence Summit 2022 in London

Britannic’s Convergence Summit was held at Churchill War Rooms in London where we were joined by some of the biggest vendors and innovators in our industry, including 8x8, Five9, Mitel, Calabrio, Bizvu and Pangea. The day was designed to spark innovative thoughts and discussions how your business operates when it comes to automation, digitisation and end-to-end communications, and how Britannic can help you redesign and improve your user and customer experience. Watch the highlights of Britannic’s Convergence Summit 2022 here and if you’d like to know anything further about the different sessions, do get in touch.

Watch the highlights of Britannic’s Convergence Summit 2022 here. 

Guests learn about the Britannic showcase

Guests at Convergence Summit learned more about developments in our mature SIP platform. NetX2 is wrapped inside our core network, which is hooked into multiple providers and carriers, enabling us to deliver end to end private communications. Our Direct Routing capabilities via our fully certified architecture means that calls that were traditionally within a PBX can now be routed directly to MS Teams or other platforms that offer “bring your own carrier” such as Five9 or Zoom, all with no additional infrastructure costs to you. This also facilitates blending of users across multiple platforms.

Learn more about netX2

Britannic, housing market finalists

The much-anticipated shortlist for the 2023 Housing Digital Innovation awards has finally been revealed; while there can only be one winner per category, just making it as a finalist is an achievement. The awards showcase the very best of UK housing and organisations that are delivering high-quality homes and services in partnership with the communities they serve.

Britannic modernised Peabody Housing’s Contact Centre with Bizvu INBOX

We are excited to announce that Britannic have been selected as a finalist for the ‘Best Digital Transformation’ category. Our dedicated team of experts transformed tenants’ experiences at Peabody Housing Trust, by modernising their contact centres with Bizvu INBOX, a digital management system, enhancing their customer journeys.

Bizvu INBOX integrates natively into Peabody’s Mitel MiContact Center providing visibility and consistency for team members handling the interactions.

Find out about Bizvu’s INBOX solution

Tenants' now have the ability to fill out forms themselves, and once complete, the enquiry is sent to the correct department, saving agents in total around 30-40 hours a day and deflecting 30% of emails from the contact centre. Peabody have a multi-channel approach to their communications, which offer greater flexibility and choice for residents, while lowering costs.

Read the case-study online now

Official G-Cloud supplier

Britannic recently announced that as part of their ongoing commitment to provide market-leading cloud solutions to the public sector, they have been listed as an approved supplier on the Government’s G-Cloud 13 Framework. The G-Cloud framework is an initiative established by the UK government designed to enable public sector bodies to find trusted cloud solutions and service suppliers, to help ensure their procurement process is as straight-forward and compliant as possible. 

 Britannic's offer under the G-Cloud13 framework

Mitel and Britannic event - 23rd February, London

Mitel and Britannic are excited to host an update session to share with you the importance of an open, agile platform when it comes to improving both customer experience and operational performance. The event will take place on the 23rd of February at Mitel City Office.

In this morning event with a networking lunch, Britannic customers and friends will have the opportunity to hear about some really exciting developments at Mitel complemented by the specialists from Britannic leading the way with choice, flexibility and simplification. They will cover topics including:

  • real choice and flexibility of deployment models
  • choosing the best SIP platform
  • use of digital tools to improve productivity and customer experience
  • demonstrations of Mitel’s exciting latest technology developments

Britannic comes of age, celebrating 21 years as a top-level Mitel partner, bringing you the breadth of knowledge, innovation, collaboration, trust and partnership that you would expect from a partner of excellence. 

This year Mitel will celebrate their 50th birthday, which is a massive achievement in the technology world. Join our event to celebrate with us.

Register for our Mitel event

Five9 - News and Updates

It has been announced that Five9 have won two Aragon Research Awards. They have won the 2022 Aragon Research Innovation award for Intelligent Contact Centres, and Genefa Murphy, CMO of Five9, has won the 2022 Aragon Research Women in Technology Award.

Five9 wins two Aragon Research Awards for Product Innovation and Marketing Leadership

"We are honoured to be recognised by Aragon Research for the fifth straight year, as we continue to advance our platform to help enterprises move into 2023, where customer experience will continue to be at the forefront for brands. We believe that this recognition reflects our continued focus on delivering on our vision of bringing collaborative intelligence to the contact centre and providing the industry’s most modern platform for customer engagement".

Read Five9's latest press release

The future of self-serve

Five9’s Intelligent Virtual Agent (IVA) and natural language call steering application has helped many retailers this year reimagine their customer experience and deliver on their CX Promise such as Ricoh. The company deployed Five9 Intelligent Virtual Agent (IVA) to empower customers to self-serve for routine technical issues like password resets. Learn how to elevate your self-service experience with intelligent virtual agents.

Elevate your Self-Service Experience with Intelligent Virtual Agents | Five9

CEO Mike Burkland from Five9 and industry analyst Sheila McGee-Smith sat down to their fourth annual fireside chat where they looked ahead and revealed the five major contact centre predictions that will allow businesses to make customer experience work for real life in 2023 and beyond. They discussed:

Watch What’s Next: Contact Centre Predictions for 2023

  • Their predictions for 2022, which held up and which fell flat.
  • How we are entering a deployment phase with AI and what this means for the industry.
  • If we have reached a tipping point for cloud adoption in the contact centre.
  • The importance of collaborative intelligence and how AI will continue to amplify agents and supervisors in the contact centre.

8x8 - News and Updates

8x8 Conversation IQ has been named a winner for CRN’s 2022 Tech Innovator award in the Unified Communications & Collaboration Software category8x8 Conversation IQ extends formal contact centre capabilities, such as quality management and speech analytics, to any employee across the organisation using 8x8 cloud communications. Delivered via 8x8 XCaaS (eXperience Communications as a Service), a single-vendor cloud communications and contact centre solution, 8x8 Conversation IQ enables team leaders and supervisors throughout an organisation to oversee, evaluate, score, and analyse voice interactions anywhere in the organisation.

Further, 8x8 Conversation IQ provides easy-to-use, consistent, and automated evaluation, reporting, and analytics capabilities that deliver AI-infused actionable insights into employees’ communications effectiveness, process adherence, and regulatory compliance.

eXperience Evolved

8x8 have announced that they have implemented significant enhancements to their 8x8 eXperience Communications Platform including:

Find out more about these updates

  • 8x8 Phone App for Microsoft Teams is a new XCaaS integration that provides customers with a new option for enabling cost-effective PSTN calling in Teams.
  • Enhanced reporting into digital interactions handled by agents, such as customer details, media type, and handling information.
  • Users can now send animated gif reactions during meetings.
  • 8x8 Work is Chrome Enterprise Recommended making it easy for ChromeOS users to quickly deploy and manage end-to-end communications and collaboration.
  • 8x8’s Global Reach now extends to 56 countries, including complete coverage of the Baltic States with the new additions of Estonia and Lithuania.
  • Live translation and subtitles for meetings.
What does 8x8 predict for the future of the Contact Centre?

8x8 have recently released an exclusive report discussing the future of the contact centre and that by 2023 employee experience will overtake customer experience. It has identified that organisations with a cloud-first, digital-first mindset have leapt ahead, but they must continually adapt and innovate to stay competitive.

Pangea - news and updates

Pangea are well-established as a provider of intelligent mobile connectivity and IoT device management, with applications ranging from mobile airline payment terminals taking advantage of the best networks only at destination airports, to replacements for legacy PSTN connectivity to mobile and internet-based solutions including streetlights, traffic lights, CCTV, lift alarms, door entry systems, security barriers and much more. Using cellular technologies speeds up and simplifies deployment, and for many moving to IP provides cost savings as well. The applications are very broad and now is the ideal time to consider your options before the PSTN switch off in 2025.

We have interconnects into Britannic’s core with Pangea, which means we can include 4G and 5G network connectivity as part of a managed network service offering providing optimum mix of flexibility, resilience and commercial models to accommodate different customer requirements and location with our proactive monitoring and management over the top. Watch Rich Crossingham, Business Development Director at Pangea as he discusses connectivity at Britannic’s Convergence Summit.

Award Nominees through intelligent solutions and strategy

The Glasgow Business Awards

Bernie McPhillips, Sales Director at Pangea features on our blog page discussing how 2G and 3G sunset is already underway globally, and how massive changes are expected for businesses and consumers and the impacts that this switch-off will have on their connected lives.

Read the 2G, 3G switch-off blog here

Intelligent mobile connectivity

The Glasgow Business Awards nominated Pangea for the Innovation in Business and Entrepreneur of the Year categories. While the Comms National Awards nominated Pangea for Best Partner Programme, Best Supplier Innovation, and Best Wholesale Service Provider categories. Dan Cunliffe, Managing Director of Pangea said “We can’t wait for both events to start, and want to thank our team and our partners for their support in helping us take on the industry’s most challenging issues head on. Good luck to all the finalists!”

Read more about the Glasgow Business Awards

Mitel - news and updates

For clients who have decided to adopt Microsoft Teams, Mitel have announced a series of tools and applications that seamlessly integrate Mitel’s enterprise-class telephony features with the MS Teams platform for a combined powerful solution. This is a smart approach for “Microsoft Teams” centred organisations, as they normally still need high-quality enterprise grade telephony to run their business and the commercial offering is compelling versus using MS Teams for telephony, especially for existing Mitel customers.

Mitel MiVoice Business update

Throughout the last quarter, Mitel has continued to invest further in their flagship MiVoice Business platform. The new user portal is a big uplift for IT teams. The portals enable end customer’s IT staff to self-serve and manage their employees UC service directly. The platform supports any deployment model, and we know customers can have a range of deployment scenarios depending on their IT strategy. Mitel’s latest enhancements make it simple and easier to deploy MiVoice Business into Azure of AWS environments.

Find out more about MiVoice Business

Google AI-Powered Virtual Agent

Mitel have added some cutting-edge conversational AI capabilities into their call centre offer. The AI capability provides 24/7 availability to customers, reduces contact centre traffic and handling times and handoff to agents on Mitel Web Ignite platform is tightly linked. Best of all, it is easy to add to the call centre solution and it is priced very cost effectively as Mitel want to build traction here.

Watch Mitel’s Google AI-Powered Virtual Agent and Agent Assist in action

Red Box - news and updates

The Financial Conduct Authority (FCA) wants firms to put themselves in their customers’ shoes in what is being described as ‘seismic shift’ in UK consumer protection regulation by July 2023. In the recently announced ,Consumer Duty, firms are required to “act to deliver good outcomes for financial retail customers” by understanding the consumer’s end-to-end customer experience journey – from product design to post-sale support - with a granular analysis of enterprise-wide interactions. With its comprehensive monitoring and analytics capabilities, data-driven conversational intelligence has already been propelling itself into the spotlight as an essential tool for maintaining compliance and uncovering rich insights to meet Consumer Duty requirements.

Woman with brown hair smiling

Red Box recently published a report on how and why machines are learning the art of human conversation. In collaboration with global research partner, Censuswide, Red Box has surveyed 801 business leaders across the UK and US to look at their perception of AI, its ability to understand and analyse human conversations, and why they are using it across the enterprise.

Get the report now

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