- Network and DDI diverts, IVRs and SIP services
- Remote worker licences for telephony and call recording
- Moving your communications to the cloud
- Contact centre modernisation (i.e. remote working)
- AI and chatbots
- Chat, voice, video and co-browsing for websites and apps
Optimisation and Agility
We are all living in unprecedented times, with COVID-19 forcing many businesses to either enable their employees to work remotely at home or close. Our approach focuses not only business continuity, but also optimisation and agility.
As a partner this approach helped customers like Mercury Holidays to move rapidly to a lean operating model. With customers empowered to self-serve and raise tickets themselves when Mercury were faced with an extremely high volume of calls and email enquiries.
Meetings and Collaboration
Our meeting and collaboration technologies are empowering people to work productively from home to keep businesses operating. While you may have deployed quick fix solutions, you’re probably noticing by now that collaboration works best when it’s integrated with your communications strategy. The UC technologies we offer from Mitel and Avaya are effective and secure.
Bring your team together, with MiTeam Meetings! It is a multi-party video solution, enabling you to stay productive and secure whilst home-working. It features seamless transitions between voice, video and chat capabilities.
Plus screensharing to work together on documents. We’re offering a 6-month free trial to help support businesses during this time.
Newly launched Avaya Spaces is a brilliant way to bring your team together. It features messaging, audio and video conferencing, screenshare, chat and filesharing for an ultimate collaboration experience.
Both education and non-profit organisations can use Avaya Spaces for free until 31 August 2020 as support through COVID-19.
Welcoming Prospective Students Through Collaboration Technologies During a Lockdown
The recent COVID-19 situation has really brought to the fore our strong relationship. When the national lockdown meant we had to postpone meeting our prospective next-year’s students, Britannic Technologies came to us without prompting and said ‘we can help!’. They provided the means for us to engage with the applicants by extending their online meetings facility using Mitel MiTeam Meetings – at no cost and without fuss – in a way we couldn’t otherwise manage by ourselves.
As a Public Sector institution, we are required to review all our contracts for effectiveness, value for money, and ease of operation. We always rate Britannic Technologies top for all these and cannot thank them highly enough for looking after us.
Automation and Self-Service
Many businesses have faced a huge increase in digital interactions over the course of the pandemic. A problem that’s only set to influx again when everything returns back to a new normal. It’s currently further compounded with a distributed (and potentially reduced) workforce. Our clever technology shifts the focus to lean operations. Enabling your business to automate and implement self-service amongst customers and suppliers.
Rapidly Manage Digital Interactions
Our INBOX acts as a triage, processing large-scale digital interactions, whether email, chat, social messaging, or WhatsApp. INBOX automatically reads (content, context and sentiment), responds, prioritises, categorises, creates queues and tickets for fulfilment.
- Only use people where it counts
- Non-invasive, rapid deployment (up and running in three days!)
- Consistent message handling
- Integration with your contact centre (if you have one)
INBOX Saves the Day for Mercury Holidays
Increasing Efficiency Through the COVID-19 Pandemic
In the most challenging business climate we have ever seen, the biggest gain for us implementing the INBOX solution is efficiency. We have automated the organisation of our workload during this hectic time and now have the ability to implement self service for our customers which will lead to improved efficiencies and vast cost-savings.
During the COVID-19 pandemic Mercury Holidays was faced with an extremely high volume of calls and email enquiries from customers. They needed to know whether their holidays were being cancelled, whether they would get refunds, how they would get back if stranded abroad, and much more.
The increase in volume could have created delays, frustration and anxiety for customers. Mercury used the INBOX templates to provide answers on their website so customers could self-serve and create tickets that were systematically dealt with chronologically, but tickets could also be prioritised where more urgent responses were required.
Managing Digital Interactions During Lockdown
Our INBOX was implemented by a leading services and payments platform for the public sector during lockdown; helping them manage thousands of digital interactions efficiently.