Surrey, 23rd November 2022 - Britannic, specialists in business communications, managed services and digital contact centre solutions today announced they are extending the capabilities of their SIP service NetX to include direct routing of calls into leading platforms such as Microsoft Teams, Five9, Google, Mitel and Avaya.
This enables companies to integrate next generation technologies such as Dynamic Call Routing (DCR) and Artificial Intelligence (AI) into their contact centres.
Jonathan Sharp, Director, Britannic comments “By extending our market reach with our SIP NetX integration into platforms such as Google and Microsoft Teams we can seamlessly deliver AI into contact centres. Enabling customers to access information instantly via virtual AI agents reducing frustrations of waiting times and being transferred from one agent to another.”
As a recession looms and with the upcoming PSTN switch off now is the perfect time for organisations and companies to review their telecoms and contact centre requirements. The cost of a voice call is around £4.00 compared to an AI interaction which is around 20p. For companies that deal with high volumes of calls every day they can achieve huge cost savings and re-deploy human capital away from daily mundane tasks to focus on higher value and more complex enquiries.
Businesses and organisations need to re-imagine their customers’ journey and processes and look through different lenses to understand the needs of the customer, the agent, and the business.
Thomas John, VP Partner Sales International, Five9, commented “With Britannic’s new capabilities the possibilities are endless and only limited by your imagination. Britannic excel in their consultancy services helping customers and their technical skills and expertise in delivering an end-to-end solution.”
At Contact Centre Expo on the 22nd and 23rd November at stand CC-F40 Britannic will be demonstrating how they have integrated Google AI into their SIP platform to provide a seamless flow through into contact centre platforms such as Five9 cloud contact centre. You will be able to see the technology in action and talk to experts about the art of the possible.