Create seamless customer experiences at every touchpoint.
We help you enhance customer experience, user experience and operational efficiency with contact centre technology that integrates into CRM and existing business systems, supporting a wide range of communication channels that let your agents deliver the single, personal service your customers deserve.
Your contact centre is an important strategic asset in managing customer experience. That’s why we design, deliver and support your contact centre environment in close partnership with you and world-leading vendors.
One Experience
Whether you are looking to improve first-call resolution, reduce cost to serve, introduce automation and digital channels, personalise service, increase sales, meet compliance requirements, understand and improve customer experience, boost agent productivity and efficiency, or improve management information and control, we bring the ideas and skills to achieve your goals.
Through a cutting-edge mix of voice, text, chat, social, video and real-time communications, all your customers’ preferred communications channels are linked and your agents can move seamlessly between them within one and the same customer interaction.
Recognised as industry leaders, we have many decades of experience in tailoring contact centre solutions to best meet the needs of our customers and a proven track record in working with our customers to deliver successful outcomes.
eBook: 7 Trends Driving The Contact Centre
As customers and the customer experience drive the engagement criteria between an organisation and its customers, how can you be certain you are giving them what they want? And how can you drive improvements?
The benefits of choosing Britannic for your contact centre solution.
Integration
For a truly coherent customer operation that gives your service agents a 360° customer view, we integrate your contact centre platform and communication channels with your CRM and critical business software using our own industry-leading CTI middleware, netCONNECT.
Deployment Options
Deployed in the cloud, as a hosted solution, on premise or hybrid, your contact centre can easily scale up as your business grows, with a range of commercial options to suit, including simple per user per month models available to keep cost in check. You can be in the driving seat, or choose to hand over day-to-day system management and changes, as part of your Britannic service level agreement.
Simplified Management
Working together we follow best practice and use our wealth of experience to set up your solution, provide full training and centralised management and control. Through partnerships and in-house capabilities we offer an end-to-end solution and single service management, taking the headache out of multi-vendor technologies and applications, ensuring your contact centre system remains state-of-the-art as updates are released and work together effectively.
Specialist Support
Receive expert contact centre maintenance and technical support from our vendor-trained and certified engineers. Pick your Sales Consultant’s brain for strategic advice, best practice and technology updates as your contact centre evolves.
Resilient Infrastructure
Your contact centre is only as good as the infrastructure that underpins its systems and applications. With our Network Audit we determine if your network is optimised to support a feature-rich contact centre platform.
User Adoption
We recognise that user adoption and ease of use is key. Our easy to use contact centre technology and customised user education ensures a better experience for your employees as well as rapid adoption of new applications and solutions. For quick answers, take a look at our handy "How To" clips!
Discover what your contact centre is capable of.
At our Contact Centre Discovery Workshops we bring your Senior IT and Business Executives together to rethink how your contact centre could drive better customer experience.
Together, we identify areas for improvement in your current contact centre, explore available technologies and draw up a development plan that allows you to transform your contact centre and achieve targeted improvements at a pace that suits you.