Caxton Transforms Customer Experience With Britannic

Caxton, a UK fintech with over 20 years’ experience, has transformed its customer experience by partnering with Britannic to implement the Five9 cloud contact centre solution.

The move delivered a 21% reduction in call handling times, an 8% drop in customer waiting times, and helped Caxton maintain an NPS above 70, even during peak periods. The cloud-based platform supports hybrid working, scales easily during seasonal demand, and meets the security and resilience needs of a regulated fintech.

Integration with Zendesk, HubSpot and Microsoft Teams gives agents real-time customer context, enabling faster resolution and more personalised service. Enhanced analytics and reporting now provide managers with deeper insight into performance and call flows, driving continuous improvement.

The partnership highlights Britannic’s consultative approach, combining technology, data insight and ongoing optimisation to deliver measurable CX and operational outcomes for Caxton.