Question 1

What are Branded Calls?

Accepted Answer

Branded Calls are a customer communication solution where businesses can display their name, logo, and a custom reason for calling on a recipient’s phone screen, enhancing trust and increasing answer rates.

Question 2

Why Should Businesses Use RCS Messaging?

Accepted Answer

RCS messaging improves customer engagement by providing a branded and interactive experience. Businesses can send promotional messages, appointment reminders, and customer support replies with trusted branding, reducing the risk of spam and phishing attempts.

Question 3

How Do Branded Calls Help My Business?

Accepted Answer

They increase answer rates, reduce wasted time on repeat dials and make conversations safer and more professional. Customers are far more likely to engage when they know the call is genuine.

Question 4

What Is RCS Messaging, and How Is It Different from SMS?

Accepted Answer

RCS (Rich Communication Services) is an evolution of traditional SMS that offers rich media, verified business messaging, and interactive elements like buttons and carousels. Unlike SMS, which is limited to plain text, RCS allows businesses to send images, videos, PDFs, and even enable two-way conversations with customers.

Question 5

Are Branded Calls Secure?

Accepted Answer

Yes. When delivered through Britannic’s NetX SIP platform, branding is verified end-to-end, making it impossible for fraudsters to impersonate your business.

Question 6

How Do I Know If My Phone Supports RCS Messages?

Accepted Answer

Most modern Android devices support RCS when using Google Messages as the default messaging app. To check, open Google Messages > Settings > Chat Features and ensure that RCS is enabled. Apple users can enable RCS on an iPhone with iOS 18 installed. Go to Settings > Apps > Messages > RCS Messaging and shift the toggle next to RCS Messaging.

Question 7

Are Branded Calls Compatible with All Phone Systems and Networks?

Accepted Answer

Coverage is growing quickly, but features vary by device and carrier. Where rich branding isn’t supported, your name will still display in the best available format.

Question 8

Are RCS Messages Secure?

Accepted Answer

Yes. RCS messaging is more secure than SMS because it includes business verification and sender authentication. On supported devices, RCS also offers end-to-end encryption for personal conversations, ensuring that messages remain private.

Question 9

How Can Businesses Get Verified for RCS Messaging?

Accepted Answer

To send branded RCS messages, businesses must register with an approved RCS provider (such as Britannic). The verification process ensures that messages come from a legitimate source, preventing scams and unauthorised messages.

Question 10

What Happens If a Recipient’s Phone Does Not Support RCS?

Accepted Answer

If a recipient’s phone or network does not support RCS, the message will automatically fall back to SMS or MMS, ensuring delivery. However, the recipient may not see rich media features like buttons or branding.

Question 11

Is RCS Messaging Free for Your Customers?

Accepted Answer

RCS messages are typically sent over mobile data or Wi-Fi, so they do not count as SMS charges. However, your customers should ensure they have an active internet connection to send and receive RCS messages.

Question 12

What Are Branded Calls, and How Do They Improve Customer Trust?

Accepted Answer

Branded calls allow businesses to display their name, logo, and reason for calling on a recipient’s phone screen. This increases trust and answer rates since recipients can instantly recognise who is calling, unlike traditional phone calls that show only an unknown number.

Question 13

How Do Businesses Set up Branded Calls?

Accepted Answer

To use branded calling, businesses must register their number with us. Once set up, within 2 to 4 days, outgoing calls will show branded information on supported devices.

Question 14

Can Branded Calls Prevent Spam and Fraud?

Accepted Answer

Yes! Branded calls reduce spam because they only work for verified businesses. This prevents fraudsters from impersonating real companies, helping customers distinguish real calls from scam attempts.

Question 15

Do Branded Calls Work on All Phones?

Accepted Answer

Branded calls are supported on most smartphones and networks that offer enhanced caller ID services. However, some older devices or networks may not display branding. In such cases, customers may only see a standard phone number.

Question 16

Can Customers Respond to Branded Calls?

Accepted Answer

Yes, branded calls function like regular calls. Customers can answer, ignore, or call back later. Businesses can also include a reason for calling, making it easier for recipients to decide whether to pick up.

Question 17

How Can Customers Tell If a Branded Call Is Legitimate?

Accepted Answer

Customers should look for official branding (name, logo, and reason for calling). If the phone only shows a generic number, it might not be a verified branded call. If unsure, customers can verify the number by checking the business’s official website or contacting customer service.

Question 18

What Industries Benefit the Most from Branded Calls?

Accepted Answer

Industries like banking, healthcare, e-commerce, travel agencies, utility providers and public sector organisations  benefit the most because they frequently contact customers. Branded calls help ensure important calls (like fraud alerts, appointment reminders, or order confirmations) are not ignored.

Question 19

Which channels of communication do students prefer?

Accepted Answer

Social media is a key channel, particularly when communicating with prospective students. It’s where your students will go to connect with the university on a human level. Email, your website and telephony are also key channels to consider. For helping to support your self-service strategy and driving digital change.

Question 20

What are some of the main problems college and university students face?

Accepted Answer

Adjusting to a new way of life
Pressure from studies
Homesickness
Debt and managing money
Finding a new set of friends
Housing issues
Time management
Mental health and well-being

Question 21

How can technology support student mental health?

Accepted Answer

Research indicates that 1 in 5 students have a diagnosed mental health problem (Mind). You could support university students by having contact centres for crisis, webchat so that they could talk online anonymously, connecting students with others across the university who have recently been through a challenging time.

Question 22

Who do I need to switch to VoIP?

Accepted Answer

VoIP stands for Voice over Internet Protocol (can also be referred to at IP telephony). It’s a group of technologies that enable the delivery of voice communications over the internet.
An alternative to traditional telephony (like PSTN or ISDN), a VoIP office phone system enables your business to future proof, save costs and scale at ease.

Question 23

What is the PSTN and ISDN switch off?

Accepted Answer

Updated: 20/05/2024. BT Openreach has announced that the Public Switch Telephone Network (PSTN) and Integrated Services Digital Network (ISDN) will be switched in by the end of January 2027. Meaning businesses need to think about moving to SIP and using VoIP or other cloud hosted voice solutions (if they haven’t done so already).

Question 24

What is VoIP Telephony?

Accepted Answer

VoIP stands for Voice over Internet Protocol (can also be referred to at IP telephony). It’s a group of technologies that enable the delivery of voice communications over the internet.

Question 25

Why do I need VoIP or Cloud Telephony?

Accepted Answer

An alternative to traditional telephony (like PSTN or ISDN), a VoIP office phone system enables your business to future proof, save costs and scale at ease.

Question 26

On-premise vs cloud telephony

Accepted Answer

Deciding whether you have your telephony in the cloud or on-premise is a tricky subject for many. Here’s the core advantages of each.
Advantages of cloud telephony:

Flexibility & scalability
No heavy installation costs
Quick and easy call management

Advantages of on-premise telephony:

More control within your company
Stable voice quality
Cheap to setup

Question 27

I know I want to modernise our contact centre but I don't know where to start?

Accepted Answer

Good news! By identifying the need to modernise your contact centre, you have already taken the first step. While this can be a daunting task to move forward with on your own, we are here to help. At Britannic, we can work alongside you to design a step-by-step roadmap on what you want from your contact centre, and how we can get you there.

Speak to one of our specialists here.

Question 28

What are the key benefits of implementing a cloud contact centre?

Accepted Answer

As the global cloud market continues to grow at a steady pace, cloud contact centre solutions still remain a powerful tool for providing improved customer experiences. Cloud contact centres are also an excellent solution for organisations wishing to improve agent efficiency, improve scalability, lower company costs and enhance security.

Question 29

Do AI and/or Bots improve the contact centre?

Accepted Answer

AI tools and other AI contact centre software can help itentify the intent of each call your contact centre recieves, this improves customer experience by directing clients to the most relevant channel, agent or service. Before answering the call, AI also provides contact centre agents with important customer background information, allowing agencts to handle calls more efficiently. Contact centres can also use ChatBots to complete mundain tasks that do not require any human interaction, freeing up agents to focus on more complex enquiries.

Question 30

Can I integrate this cloud contact centre with my existing platforms?

Accepted Answer

Our cloud contact centre platforms have been designed with the ease of integrations at the forefront, as a result, you'll have a cloud contact centre solution and strategy that effortlessly interfaces with your website, CRM and back-office programmes.

Question 31

What are the benefits of moving contact centre to the cloud?

Accepted Answer

Scalability: A cloud contact centre can easily scale up or down as business needs change, without the need for additional hardware.
Flexibility: Agents can access the cloud contact centre from any location with an internet connection, increasing the ability to work from home and improving overall flexibility.
Cost Savings: Moving to the cloud eliminates the need for expensive on-premise hardware, maintenance costs and licensing fees, leading to significant cost savings.
Improved Disaster Recovery: Cloud providers typically have robust disaster recovery plans in place, ensuring that contact centre operations can continue even in the event of a disaster.
Increased Collaboration and Mobility: With cloud contact centres, agents and supervisors can easily collaborate and access customer information from anywhere, improving overall efficiency and productivity.
Advanced Analytics and Reporting: Cloud contact centres often come equipped with advanced analytics and reporting capabilities, providing valuable insights into customer behaviour and interactions.
Integration with other Cloud Services: Cloud-based contact centres can easily integrate with other cloud-based services, such as CRMs and knowledge management systems, improving overall efficiency and productivity.
Enhanced Security: Cloud providers typically have strict security measures in place to protect customer data, ensuring that sensitive information is secure.
Improved Customer Experience: Cloud-based contact centres often offer advanced features, such as omnichannel support, IVR and self-service options, leading to improved customer experiences.

Question 32

Question 33

Why is customer experience (CX) is so important?

Accepted Answer

Customer experience is important because it can have a significant impact on a business's success. A positive customer experience can lead to increased customer loyalty, repeat business, and positive word-of-mouth recommendations; Britannic is a differentiator in that we don't just sell software, but we have a holistic strategic approach to how that software and solutions are implemented as well as a transparent, partner-centric management style. 
On the other hand, a negative customer experience can result in lost customers and damage to a company's reputation. Therefore, companies invest in improving the customer experience as it can lead to increased revenue, competitive advantage, and overall growth underpinned by technology.

Question 34

How do you measure customer experience?

Accepted Answer

Customer experience can be measured using various methods, including:

Surveys and feedback forms: Collecting direct feedback from customers through surveys, feedback forms, or post-interaction questionnaires.
Net Promoter Score (NPS): Determining a customer's likelihood to recommend a product or service based on a scale of 0 to 10.
Customer Satisfaction Score (CSAT): Measuring a customer's overall satisfaction with a specific interaction or experience.
Customer Effort Score (CES): Assessing the effort required by a customer to complete a task or resolve a problem.
User testing and usability studies: Observing and evaluating the ease and effectiveness of a customer's interaction with a product or service.
Social listening and sentiment analysis: Monitoring and analyzing customer opinions and comments on social media platforms.
Customer journey mapping: Charting the steps a customer takes to engage with a company, identifying pain points and opportunities for improvement.

The choice of method(s) depends on the company's goals and the type of data it wants to collect, but using a combination of these methods can provide a comprehensive view of the customer experience.
REVIEWS: Surveys and feedback Britannic's Net Promoter Score

Question 35

Why is customer feedback necessary to a customer experience strategy

Accepted Answer

Britannic knows feedback is vital to a customer experience strategy because it provides valuable insights into what customers think, feel, and want from a business. It helps your company identify areas for improvement, validate the success of existing communication strategies, and understand what differentiates them from competitors. Customer feedback also helps companies to tailor their services to meet the changing needs and expectations of their customers, which can increase customer satisfaction and loyalty. Additionally, soliciting customer feedback shows customers that the company values their opinions and is committed to providing a positive experience, which can improve customer relationships and build trust.

Question 36

Why is customer feedback necessary to a customer experience strategy?

Accepted Answer

Britannic deem it necessary to a customer experience strategy because it provides valuable insights into what customers think, feel, and want from a business. It helps companies to identify areas for improvement, validate the success of existing initiatives, and understand what differentiates them from competitors. 
Customer feedback also helps companies to tailor their services to meet the changing needs and expectations of their customers, which can increase customer satisfaction and loyalty. Additionally, soliciting customer feedback shows customers that the company values their opinions and is committed to providing a positive experience, which can improve customer relationships and build trust.
How feedback increases an NPS score

Question 37

What options are there for gathering insights from customers & their experiences?

Accepted Answer

Capturing insights from customers around their experience is vital for business development. Our trusted solution allows you to capture capture customer feedback and thoughts through voice, email, SMS, social media and messaging apps. This feedback can be managed in a reporting dashboard, ready for you to act upon.

Question 38

How can I increase employee engagement and empowerment within the contact centre?

Accepted Answer

It's a known fact that the contact centre has a high-turnover of employees. Therefore, it's important from day 1 of employment to make sure that your employees are equipt with the right tools and have an understanding of how to use them. Having a contact centre solution that is easy to use and easy to measure personal metrics on will fill your agents with confidence.

Question 39

What is the difference between customer experience management and customer experience strategy?

Accepted Answer

Customer Experience Management (CEM) and Customer Experience Strategy are related concepts but they refer to different aspects of customer experience.
CEM is the process of designing, measuring, and improving the interactions between a business and its customers. It involves implementing strategies to deliver exceptional customer service across all touchpoints and ensuring that customer needs and expectations are met.
Customer Experience Strategy, on the other hand, is a broader concept that involves defining the overall approach and vision for how a business will create and deliver customer experiences. It includes setting goals, identifying target customers, understanding their needs, and developing a plan to deliver differentiated and valuable experiences that align with the business's goals and values.
In essence, CEM is the execution of a customer experience strategy. While CEM focuses on improving individual interactions and touchpoints, customer experience strategy focuses on defining the big picture for how a business will deliver value to its customers.

Question 40

How much safer will my customers be with Payment Card Industry Data Security Standard (PCI DSS) software?

Accepted Answer

Having PCI DSS software implemented does not guarantee 100% safety, but it can significantly increase the safety and security of payment card data. The level of safety increase can vary based on the specific implementation and how well the software is designed, implemented, and maintained.
Additionally, having PCI DSS software can also help organisations identify and respond to security incidents quickly, as it requires organisations to have incident response plans in place. This can further reduce the impact of a potential breach and increase overall safety.
It's important to note that having PCI DSS software is just one aspect of a comprehensive security program. Organisations should also implement other security measures, such as access controls, network security, and staff training, to further enhance safety which Britannic can offer too.

Question 41

How much did credit card fraud cost the UK Economy in 2021?

Accepted Answer

Credit and debit card fraud can cost the UK economy significant amounts of money each year. According to UK Finance, which represents the banking and finance industry, the total losses due to card fraud in the UK in 2021 were around £470.5 million.
The cost of credit fraud is not just financial. It can also have a significant impact on the trust and confidence that consumers have in the banking and finance industry, and can damage the reputation of individual businesses that suffer from fraud attacks. As such, it is important for organizations to implement effective measures to prevent and detect fraud, and to respond quickly and appropriately in the event of a fraud attack.

Question 42

How much money would my business save from automated email management tools and software?

Accepted Answer

The amount of money that your business would save on average by implementing automated email management tools and software like INBOX for your employees would depend on several factors; such as the number of employees, the amount of hours worked, the amount of emails received on average and the amount of emails that can be automated.
If you're interested in email automation and management then try our INBOX calculator for free. Answering 4 simple questions will give you a snapshot of ROI by investing in our INBOX software.
Try INBOX ROI calculator for free

Question 43

How much time do businesses lose from email administration?

Accepted Answer

The amount of time that businesses waste on email administration and management can vary widely, but Britannic finds that the typical factors are determined by:

Number of employees
Frequency of email communication
The complexity of existing email systems and software (if any)
Confidence and skill level of the employee
The efficiency of email management processes
Telephony infrastructure - do employees have the same experience working remotely as they do in the office?

Studies have shown that email administration and management can be a significant time sink for businesses. McKinsey & Company found that employees spend an average of 2.6 hours per day on email-related tasks, amounting to approximately 28% of their workweek.
Another study conducted by Adobe Systems found that the average worker spends 4.1 hours per day checking email, which translates to 20.5 hours per week. The study also found that workers feel overwhelmed by the number of emails they receive and spend significant time deleting or organising emails.
By implementing INBOX our automated email software tool, business can save significant time and money, but also drastically increase customer service, response times and employee well-being and satisfaction.

Question 44

What are the biggest common time-wasting practices that employees face regarding business emails

Accepted Answer

There's a considerable amount of time-wasting practices that employees fall trap to, all which can be avoided by investing in a smart email management tool:

Checking emails too frequently: Constantly checking email can be a major distraction to an employees day to day tasks. Employees may waste time repeatedly switching between email and other work, rather than focusing on completing one task at a time.
Managing and curating their inbox: Many employees waste a lot of time sorting through their emails, whether that's putting emails in different folders, flagging emails with different priorities, or even deleting spam and checking junk. This email 'housework' is a big time sink.
Not prioritising emails correctly, or not at all: Employees may waste time on less important emails, such as newsletters or marketing promotions, rather than focusing on urgent or important messages. This can lead to important emails being missed or delayed, resulting in missed deadlines or opportunities.
Responding to emails immediately: Responding to every email immediately can be a significant time drain. Employees may spend too much time crafting lengthy responses or providing unnecessary details when a brief response would suffice.
Replying to all: Employees may waste time by replying to all recipients on an email thread, even if their response is not relevant to everyone. This can result in unnecessary email clutter and may lead to confusion or miscommunication.
Poor email organisation: Employees who do not organise their email effectively may waste time searching for old emails or important attachments. This can be especially frustrating when dealing with a high volume of email traffic.
Multitasking: Attempting to multitask while responding to emails can be a significant time drain. Employees may spend more time switching between tasks than actually completing them, resulting in decreased productivity.
Email anxiety: Many employees feel the need to respond to seniors quickly and this is also true for customers; however this is most of the time at the cost of not responding to others and the longer an email is unanswered, the more anxiety and worry is built up, leading to the employee rushing a response which can lead to errors and misinformation.

Question 45

What is a business orchestration tool and what does email orchestration mean?

Accepted Answer

A business orchestration tool like Britannic's INBOX, is a software application that helps streamline and automate complex workflows or processes. It allows users to define, manage, and execute various tasks, activities, or operations in a coordinated manner. This should not be confused with a Marketing Email Orchestration Tool which marketers use to create outbound campaigns.
INBOX's email orchestration element specifically refers to the automation and management of inbound emails and digital communications. Email orchestration offers several benefits for businesses:

It saves time and effort by automating repetitive tasks, such as sending welcome emails, follow-ups, or abandoned cart reminders.
It helps maintain consistent and timely communication with customers, ensuring they receive relevant content at the right moments.
By segmenting the audience and sending personalised emails based on their behavior or preferences, email orchestration increases engagement, conversion rates, and customer satisfaction.

Overall, a business orchestration tool empowers businesses to effectively manage and optimise their customer journey, allowing customers to self-serve, improve first contact resolution and handle customer queries without human intervention.
Speak to us about INBOX

Question 46

How does email automation increase customer service

Accepted Answer

INBOX is a powerful tool that enables businesses to automate and optimise their customer service efforts. By leveraging email automation, companies can create and send targeted messages to customers based on their specific needs and preferences drastically saving business resource and improving overall customer service.
INBOX allows businesses to send automated responses to customer inquiries and requests. When a customer reaches out for support or assistance, an automated email can be triggered, acknowledging their message and providing initial information or a confirmation of receipt. This immediate response helps set customer expectations and assures them that their query is being attended to.
Secondly, INBOX enables businesses to send personalised and relevant content to customers at various stages of their journey. By segmenting customer data and utiliisng automated email workflows, businesses can send targeted messages based on specific triggers or actions taken by customers. For example, if a customer is asking for an order update or submits a simple enquiry such as 'When are my bins being taken out?" This personalised approach makes customers feel valued and fosters a stronger connection with the brand but also customers satisfaction comes mainly from the prompt and correct response/answer.
INBOX's email automation elements can also be used proactively; by setting up automated email campaigns, businesses can send follow-up emails to check customer satisfaction after a purchase or enquire about their experience with a particular product or service. This proactive communication demonstrates care and attentiveness, leading to increased customer satisfaction and loyalty.

Question 47

What are Managed IT and Communications Services?

Accepted Answer

Managed IT and communications services involve outsourcing the management of your IT infrastructure and communication systems to a third-party provider. This includes tasks such as maintenance, monitoring, optimisation, security, and support, allowing your business to focus on core activities.

Question 48

How Can Managed Services Benefit My Business?

Accepted Answer

Managed Services can improve efficiency, reduce costs, enhance security, provide scalability, offer expert support, and ensure proactive maintenance. These benefits help your business operate more smoothly and focus on growth and innovation.

Question 49

X2 License: Integrated Communications

Accepted Answer

One click from chat to voice to video meetings
Company-wide team messaging
HD video conferencing with screen sharing
Integration with CRM & business applications

Question 50

X4 License: Smarter Global Engagement

Accepted Answer

Includes X2 capabilities plus:

Unlimited global calling for UC across 47 countries
Supervisor & service quality analytics
Streamline call handling with Switchboard Pro
Call quality reporting

Question 51

X6 Contact Centre License: Basic Contact Centre

Accepted Answer

All X4 capabilities plus:

Voice-focused contact centre
One click subject matter expert access
Customer engagement analytics
Customisable wallboards & dashboards

Question 52

X7 Contact Centre License: One CCaaS Interface for Voice and Digital

Accepted Answer

X6 features plus:

Social media
Chat, email & SMS
Co-browsing capabilities

Question 53

X8 Contact Centre License: Customer Experience Transformation

Accepted Answer

Includes all X7 feature plus:

Integrate voice, email, webchat and social media
Advanced speech and interaction analytics
Quality collaborative performance management
Screen-recording, real-time multi-screen monitoring

Question 54

X Contact Centre License: Extra Features

Accepted Answer

Leverage video escalation functionality for customer engagement with no integration required
Seamlessly transition an interaction to video within a single, seamless flow of work
Use SMS to access video without downloading and install additional software
Address complex issues more effectively, resulting in improved first contact resolution and higher customer satisfaction
Reduce the cost of service while providing better customer support

Question 55

What is Digital Transformation?

Accepted Answer

Digital transformation involves integrating digital technology into all areas of a business, fundamentally changing how you operate and deliver value to customers. It includes adopting new technologies, optimising processes, and fostering a culture of continuous innovation.

Question 56

Why is Digital Transformation Important for My Business?

Accepted Answer

Digital transformation is crucial for staying competitive in today’s market. It enhances efficiency, improves customer experiences, and enables data-driven decision-making, leading to increased agility and growth opportunities.

Question 57

How Can Digital Transformation Improve Customer Experience?

Accepted Answer

By leveraging technologies such as AI, automation, and data analytics, businesses can provide personalised, efficient, and responsive customer service. This leads to higher customer satisfaction and loyalty.

Question 58

What Are the Key Technologies Involved in Digital Transformation?

Accepted Answer

Key technologies include cloud computing, AI and machine learning, IoT, big data analytics, robotic process automation (RPA), blockchain, augmented reality (AR) and virtual reality (VR), and mobile platforms.

Question 59

How Do I Start the Digital Transformation Process?

Accepted Answer

Begin by assessing your current processes and identifying areas that can benefit from digitalisation. Develop a strategic plan that includes goals, necessary technologies, and a roadmap for implementation. Partnering with experienced digital transformation consultants can also provide valuable guidance.

Question 60

What Challenges Might I Face During Digital Transformation?

Accepted Answer

Common challenges include resistance to change, cybersecurity risks, data privacy concerns, and integration issues with existing systems. It’s important to have a clear strategy and to involve all stakeholders in the process to address these challenges effectively.

Question 61

How Long Does Digital Transformation Take?

Accepted Answer

The timeline for digital transformation varies depending on the size of the organisation, the complexity of existing processes, and the scope of the transformation. It can range from several months to a few years. Continuous evaluation and iteration are key to successful transformation.

Question 62

How Does Digital Transformation Affect Employee Roles?

Accepted Answer

Digital transformation can automate routine tasks, allowing employees to focus on more strategic, high-value activities. It may also require upskilling or reskilling employees to work with new technologies and processes.

Question 63

Can Digital Transformation Help Reduce Operational Costs?

Accepted Answer

Yes, digital transformation can lead to significant cost savings by automating processes, improving efficiency, reducing errors, and optimising resource allocation.

Question 64

How do I measure the success of digital transformation?

Accepted Answer

Success can be measured through various metrics, such as improved customer satisfaction scores, increased operational efficiency, higher revenue, and enhanced employee productivity. Regularly reviewing these metrics will help ensure your digital transformation efforts are on track.