Reflections from Jonathan Sharp, CEO of Britannic
As we complete another quarter, I am excited to share the progress Britannic has made and the path ahead. This period has been filled with some great achievements, strengthening partnerships, and a clear focus on innovation and customer success.
We are proud to announce our 21st Annual Summit, a true milestone that reflects our enduring commitment to industry excellence and sharing knowledge. This year’s event features an outstanding lineup of keynote presentations and discussions, bringing together the brightest minds in the field to explore the future of technology and customer experience. It's an opportunity to celebrate our 40th year in business and look forward to the innovations that will shape our industry.
We warmly welcome new customers, including the design and delivery of a cutting-edge digital solution for a UK university, enhancing their student intake processes through automated workflows, integrated with HubSpot, Zoom and WhatsApp, and a large contact centre rollout in Germany with 8x8 for a world leading technology provider in the global insurance market.
Our ongoing Customer Success Programme continues to provide invaluable support for our clients, supporting their transformation planning and strategies with free interaction analysis, covering channels such as email, SMS, WhatsApp, web chat, bots, social media reviews, phone calls, and CRM tickets in addition to discovery and planning workshops.
This initiative highlights our commitment to leveraging data and best practices to empower our clients and enhance their operations and customer experience.
In our Innovation Hub, we continue to explore ideas with our colleagues, customers and partners with the goal of creating new value.
We are in the final stage testing of a revolutionary PSTN replacement solution, designed to cater to both single line and high-density requirements. This solution is poised to support our clients as they transition from traditional networks, offering a reliable and modern alternative.
We've also strengthened our team by bringing in new talent across IT, NOC, and Development, bolstering our ability to support our clients’ evolving needs and supporting their path to the future with confidence. Our new partnership and collaboration with Fortinet has been particularly successful, providing clients with flexible, adaptive, secure and cost-effective SD-WAN networking solutions.
Within this issue, you'll find details about our recent webinar with Zoom, which you can catch up on through a provided link. There’s also an update on our managed services, which have been gaining traction with customers over recent months. Additionally, we've included useful tips on the do's and don'ts of implementing automation into business operations, along with strategies for improving customer experience.
Plus, we have the usual roundup of the latest news and updates from our strategic partners, including Zoom, 8x8, Mitel, Five9, and Calabrio.
Finally, I extend my deepest gratitude to all who participated in our recent CSAT survey and project surveys. Your feedback is crucial, helping us refine our services and continue to meet your expectations effectively.
As we move forward, our focus remains steadfast on innovation and excellence to ensure we deliver maximum value to you, our clients and great experiences for all. We are committed to being your trusted partner, delivering transformative solutions that drive your success. Together, we will navigate the dynamic landscape ahead in true partnership.
Warm regards,
Jonathan Sharp, CEO, Britannic
Catch Up on Our Webinar: "Moving To The Cloud With Confidence"
Missed our joint webinar with Zoom on "Moving To The Cloud With Confidence"? Don't worry! You can now watch the full session on YouTube. In this insightful 1-hour webinar, experts from Britannic and Zoom explore innovative technologies and methodologies to help achieve your business objectives. Whether your organisation is navigating legacy on-premise systems or has swiftly transitioned to the cloud, this session is tailored for you. Discover how to seamlessly migrate to new cloud solutions and partner providers with confidence.
Watch Now And Take The Next Step In Transforming Your Business
SAVE THE DATE: Our Annual Summit Is Approaching!
Join us on November 21st, 2024, for our Annual Summit where we'll bring together industry leaders, innovators, and visionaries. After a fantastic turnout last year, we're thrilled to welcome both new and familiar faces for another day of inspiring discussions, networking, and transformative insights. Stay tuned for more details – you won't want to miss this!
Imagine a space where innovation meets inspiration, where leaders and thinkers converge to redefine the future. That's the Britannic Annual Summit. This isn't just another conference; it's an exclusive opportunity to immerse yourself in cutting-edge ideas, network with industry pioneers, and gain insights that could transform your career and your company's trajectory. By attending, you'll not only stay ahead of the curve but also become part of a vibrant community that shares your passion for progress. It's more than an event—it's a catalyst for your next big leap. Join us, and let's shape the future together.
Recap Last Years Event7 Cutting-Edge Business Development Hacks for Recruitment Agencies
Copy: In the world of recruitment, standing out and driving growth requires more than just industry expertise—it demands innovative strategies that set you apart. Our blog is your go-to resource for discovering creative shortcuts and expert tips to elevate your agency. Whether you're expanding your client base, refining talent acquisition, or optimising operations, we're here to help you thrive, not just survive.
Act Now: Extended Deadline for PSTN/ISDN Switch-Off by 2027
Initially set for 2025, BT Group has extended the deadline to switch off PSTN and ISDN lines to 2027, marking a decisive move towards fully digital communications. This transition is driven by the obsolescence of PSTN/ISDN technology, unable to meet modern data and internet demands. The extension provides more time for transition, addressing IP network rollout challenges and COVID-19 supply chain impacts. Consumers gain extra time to explore VoIP services and upgrade devices, while businesses, especially SMEs, can strategically plan and invest in advanced infrastructure.
Britannic's Intelligent Managed Services
Our "Intelligent" Managed Service goes beyond standard managed services by providing valuable insights across your IT and communications environments. This innovative approach drives growth and innovation, not just daily IT management.
We aim to be your essential partner in achieving business success. Our transparent, consultative, and proactive approach ensures robust, tailored IT and communications solutions. Enjoy predictable costs, improved productivity, scalability, expert access, and risk mitigation, allowing you to focus on your core business.
Learn More About Our Intelligent Managed ServicesKey Benefits Include:
- Removes the burden from you for day-to-day transactional activities such as Adds, Moves, Changes and Deletions.
- Performance reporting and trend analysis to boost planning and efficiency
- Healing your business optimise call routing and workflows based on SIP usage insights
- Providing high level Contact centre analytics to improve customer experience
- System Monitoring to proactively resolve and remedy issues
- Delivers predictable costs and reduced overhead
- Gain access to our expert skills and support
Britannic Shortlisted for Technology Reseller Awards 2024
We are excited to announce that Britannic has been shortlisted for the Technology Reseller Awards 2024 in the "Enterprise Reseller/MSP of the Year (Turnover £10m-£20m)" category. This recognition underscores our dedication to excellence and innovation within the technology reselling and managed services sector. Congratulations to all the nominees who have reached this stage!
INFOGRAPHIC: The Do’s and Don’ts When Implementing AI and Automation Into Your Business
Integrating AI and automation into your business comms strategy can significantly enhance efficiency by; speeding up processes, reducing errors, and managing data at a scale that is impossible for humans alone. However, doing so wisely is crucial to ensure that these benefits do not come at the cost of losing personal touch in customer interactions or compromising data integrity.
4 Innovative Strategies Insurance Companies Are Employing to Enhance Customer Experience
Successful businesses prioritise customer-centric operations, understanding that exceptional customer experience is key to building loyalty. According to Salesforce, 80% of customers value a company's service experience as much as its products and services. However, many struggle to meet these expectations, especially in sectors like insurance, which has evolved significantly in recent years. Today's insurers must adapt quickly to cater to diverse customer needs and deliver outstanding experiences to thrive in this competitive landscape.
Discover 4 Innovate Strategies To Improve CX In The Insurance Sector
Zoom Partner Updates
Unlock the Exciting New Features from Zoom You Won't Want to Miss
Dive into Zoom's newest updates, which include over 25 cutting-edge features. Discover enhanced AI capabilities in Zoom Workplace, their dynamic collaboration platform, along with exciting upgrades across Zoom Meetings, Team Chat, AI Companion, and Contact Centre.
Exploring AI, Leadership, and Trust in the Workplace
Discover key insights on AI’s impact, leadership strategies, and building trust in Zoom’s interview with Toni Cusumano, a leader in PwC’s Workforce Transformation practice. Learn how organisations can foster a culture where employees thrive and gain valuable perspectives on the evolving role of AI in the workforce.
The Ultimate Guide To Getting Started With Contact Centre AI: Five Steps To Greatness
Unless you've been off the grid, Artificial Intelligence (AI), especially Generative AI (GenAI), has likely dominated your inbox and social media feeds. AI isn't just a futuristic concept anymore; it's actively reshaping industries today with the potential to significantly boost the global economy. But how do you navigate the journey of implementing AI in your contact centre?
Zoom’s practical guide to contact centre AI is your essential companion to getting started right. We explore the real impact of AI in contact centres, its myriad benefits, the challenges of implementation, and provide a clear roadmap with five actionable steps to unlock AI's transformative power for your operations.
Discover The 5 Steps To Greatness8x8 Partner Updates
8x8’s Latest Product Updates
NEW PRODUCT: Bridge CX gaps with 8x8 Engage and empower all customer-facing employees with tailored tools to deliver exceptional customer experiences across the organisations.
Unified Communications - Experience seamless integration with Microsoft Teams through 8x8's certified Operator Connect support. Enhance customer engagement with new SMS and WhatsApp capabilities for personalised mass-messaging campaigns. Improve collaboration with enhanced meeting whiteboards and updates to 8x8 Work and Admin Console.
Contact Centre - Boost agent productivity and customer satisfaction with new Proactive Outreach options. Enjoy customisable UI improvements in Supervisor Workspace to deliver exceptional customer experiences.
Communication APIs - Enhance customer interactions with upgrades including the new LINE Official Notification (LON) channel and improvements to Smart Channel Routing. Implement Intelligent Routing in Voice and integrate SMS with CleverTap for enhanced communication capabilities.
CX Responsibility Beyond the Contact Centre
In the race to win customer loyalty, customer experience (CX) is emerging as the key differentiator. According to a recent survey, 56% of contact centre and CX leaders predict CX will overshadow factors like product quality and price by 2030. This shift underscores the importance of delivering consistently outstanding experiences across every customer touchpoint. Explore insights and core research from over 300 CX, contact centre and IT leaders in 8x8’s latest infographic.
Download CX Responsibility Beyond the Contact Centre Infographic
8x8 Introduces AI-Powered Solution for Councils to Enhance Electoral Engagement and Ease Election Workloads
8x8 has launched 8x8 Ballot It!, a new AI-powered self-service solution designed to enhance electoral engagement and streamline election processes for UK citizens. This innovative voice and digital chat service integrates seamlessly into public sector contact centres and websites, leveraging 8x8's Intelligent Customer Assistant for conversational AI capabilities. Ballot It! provides real-time access to crucial election details such as candidate information and polling locations, aiming to increase voter turnout while reducing the administrative burden on local government staff and volunteers.
Read The Full Press ReleaseMitel Partner Updates
Mitel's Virtual Care Collaboration Service wins "Virtual Workspace Platform of the Year" at the 2024 RemoteTech Breakthrough Awards
Mitel has won the prestigious "Virtual Workspace Platform of the Year" award for 2024 from RemoteTech Breakthrough. Their Virtual Care Collaboration Service (VCCS) revolutionises healthcare by enabling secure, browser-based consultations with encrypted communication, chat features, and seamless file sharing. This accolade underscores Mitel's commitment to advancing healthcare efficiency and improving patient care.
Dive Deeper Into The Full PR HereMitel's Latest Product Updates
SX-200 End of Life - Mitel announced the lifecycle plans for the SX-200 ICP back in 2020 and this bulletin is a reminder that the formal End-of-Life of the SX-200 ICP is imminent (July 31, 2024). Additionally, it is a call to Partners to consider purchasing any remaining licenses they may require prior to such date.
Announcing SIP Firmware Release 6.4 - This latest release of firmware adds several powerful features and supports all models of the 6800/6900/6900w series of phones. Now customers can adopt the identical release for all models to simplify management and installation. New advance features supported includes Opus codec, TLS 1.3, IPv6 for 6900w models, encrypted RTCP-XR over TLS with MPA and several call logging.
Introducing MiContact Center Business 10.1 - Exciting new features and enhancements are now GA, including WebRTC Softphone support on MiCCB SIP, MiVB PBX Presence, Silent Monitor / Coach / Barge Restrictions, Web Ignite WCAG Support Phase 2, Google CCAI Agent Assist using Dialogflow CX, as well as reporting and analytics, administration, security, and performance enhancements.
Words of Wisdom for Working Moms, From Working Moms
Copy: Raising children is widely recognised as a demanding responsibility, especially when coupled with a full-time job. Yet, there are both challenges and rewards, particularly for moms who benefit from remote work or a flexible hybrid schedule.
Here's what several Mitel moms shared about the often overlooked difficulties and rewards of parenting while maintaining a career.
Five9 Partner Updates
BLOG: The 6 Logical Steps to Data Migration
Copy: Thinking about data migration for your on-premises contact centre but feeling daunted by the complexity? Five9’s latest blog breaks down the process into six clear, logical steps designed to ensure a seamless transition to a cloud-based platform. Discover how Five9’s expert approach—covering everything from initial assessment to secure data loading—can maintain your data’s integrity and consistency. With proven capabilities in integration, scalability, flexibility, and security, along with advanced tools like Five9 Aceyus VUE and Lexicon, we simplify and accelerate data migration while minimising business disruption. Ready to make your move to the cloud effortlessly?
Ready To Make Your Move To The Cloud Effortlessly? Find Out MoreFive9 Wins 2024 “Workforce Innovation of the Year” at the Customer Contact Week (CCW) Excellence Awards
Copy: Five9 has won the "Workforce Innovation of the Year" award at the 2024 Customer Contact Week (CCW) Excellence Awards. Recognised for integrating workforce and quality management data with top CRM systems, Five9's Workforce Engagement Management (WEM) solution provides advanced analytics to optimise operations and boost customer satisfaction.
Keep Up-To-Date With Five9's Latest Innovations
Copy: Stay informed about the latest product updates in Five9’s Auto UI Update, Service Updates, and Studio solutions. Ensure you’re always in the know about enhancements and new features that directly impact your operations. Stay ahead with insights into how our continuous improvements can optimise your contact centre and elevate customer satisfaction. Don't miss out on the updates that keep your solutions at their best.
Calabrio Partner Updates
Calabrio Introduces AI-Driven Bot Analytics To Enhance Quality Management
Calabrio has launched its new Bot Analytics suite, designed to enhance Quality Management (QM) in contact centres. This tool provides comprehensive data and insights to streamline and improve the user experience.
Key features include:
- Monitoring and improving chatbot and voicebot performance.
- Organising transcript conversations into topics for easy review.
- Providing actionable intelligence and insights on chatbot performance.
- AI-powered topic segmentation for quick intent setup.
- Evaluating Natural Language Understanding (NLU) model performance.
- Tracking and improving conversation difficulty.
How to Improve Call Centre Customer Experience
Customer satisfaction and experience metrics have always been crucial for call centres. Today, customer experience (CX) is the most vital KPI for the entire organisation. With 90% of businesses competing primarily on CX, the call centre remains the heart of this effort. Modern multi-channel contact centres are the main touchpoints for customers, making it essential to meet their rising expectations. Calabrio’s guide offers a comprehensive overview of the growing challenge of enhancing customer experience within the call centre, helping you navigate and excel in this critical area.
Discover How To Enhance Your Contact Centre