Creating an augmented Mitel cloud contact centre and remote working solution
Surrey, 13th October 2021 – Britannic Technologies scooped the ‘Best Enterprise UC Customer Solution’ award at the Comms National Awards on the 7th October at The Hilton Park Lane where the prestigious awards ceremony took place. They were recognised for the ground-breaking solution they delivered for Queen Mary University London, in close partnership with Mitel and Bizvu to meet the demands of the clearing process during the pandemic by introducing an omnichannel contact centre.
Creating a digital workplace is paramount to QMUL and they wanted to modernise their infrastructure for teaching, research, and administration. Their objective was to develop a contact and enquiry management system to support and engage with students and staff. They were in the process of upgrading their existing Mitel Contact Centre when the pandemic hit and the UK was put into lockdown, and all staff and students needed to work from home. A month later it was clear that the traditional Clearing contact centre would have to operate remotely, and it was all systems go.
Integrating Social Media Channels into a Mitel Contact Centre
QMUL, and Britannic Technologies spent three months designing, testing, and delivering the new INBOX solution from Bizvu, which enabled them to add a chatbot, email, SMS and use messaging and social media applications such as integrating WhatsApp, Facebook Messenger and Twitter to improve customer service. By working closely with Britannic, they improved their call handling and as a result more places were offered to students than the previous year. The solution seamlessly integrated with their CRM solution and was augmented with software to automate, prioritise, and pre-qualify digital interactions. This also enabled them to handle enquiries more efficiently and provided the capability to capture and analyse data.
Jonathan Sharp, Director at Britannic Technologies comments, “We are proud and delighted to have won the award and had an excellent night. It is testament to, our partnering ethos, our innovation, attention to detail, problem solving and our willingness to go the extra mile. Well done to all involved.”