Case Studies

Envirovent

The company has streamlined calls that come into the contact centre, so they are routed to the correct department and enquiries are always answered with first call resolution prioritising the customers’ needs. This has improved the customer experience radically by ensuring more customers than ever receive swift responses. Measuring customer answer rates, abandonment rates, sentiment and call recordings for training purposes. All of these help to develop the team's skills and the ability of management to understand the true voice of the customer.

Plus Dane

Britannic provided an omnichannel experience, presenting customers with different channels of communication. The solution also leverages AI-driven insights for reporting and seamless integration with other technologies. Plus Dane was able to flex its approach to licensing, with some teams receiving contact centre level capabilities, and other teams receiving more cost-effective options that met their needs while ensuring costs were managed effectively.

Trailfinders - Partnering with Britannic

Trailfinders is committed to delivering exceptional service and value to its customers. To support its continued growth and maintain its competitive edge, Trailfinders has relied on a long-standing partnership with Britannic. This case study explores how their collaborative approach to digital transformation, underpinned by strategic insight and innovative technology, has enhanced operational efficiency, improved customer experience, and reinforced Trailfinders’ position as a market leader.

Caxton

Britannic recommended a cloud based contact centre solution for their agents who work in the office and at home. The new solution provides them with the flexibility to scale up and down when required, such as in busy seasonal periods or for sales and marketing campaigns, additional robustness and security, plus the flexibility to add on applications when required.

University of Kent: Clearing

To support the University of Kent through its high-demand Clearing period, Britannic deployed its advanced NetX SIP Portal, enabling rapid, seamless provisioning of SIP trunks and real-time visibility into call flows and capacity. Designed for resilience and control, the NetX platform empowered the university’s IT and telephony teams to scale their communications instantly, monitor performance in real time, and maintain service quality during one of the busiest times of the academic year.