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  • INDUSTRY SPOTLIGHT: Britannic Technologies leading way with innovative contact centre solutions

    960 640 Stuart O'Brien
    Britannic Technologies

    Britannic Technologies (btlnet.co.uk) is an award winning voice specialist and systems integrator and managed services provider with a heritage of over 30 years. We help organisations align their objectives and strategy with technology; striving to understand their business, processes and culture.

    Trusted Strategic Partners

    Well known experts in the contact centre and systems integration market we have an outstanding reputation as a trusted strategic partner. We take pride in building robust relationships with our customers to ascertain their requirements and through working with Avaya and other world leading manufacturers, you will have access to the latest technology enabling you to maximise your ICT investment.

    Innovators

    Alongside our customer focus, what differentiates us from the competition is our innovative approach; we have issued over 20 product innovations used by world-leading vendors in their portfolios. We monitor the market closely, know what the latest technology trends are; we often set the trend ourselves!

    Britannic sets the pace for multi-media contact centres and the innovative technology that follows.

    Introducing WebCall

    A revolutionary technology set to disrupt the contact centre in the coming years is WebRTC (Web Real-Time Communications). It will reduce the cost to serve by simplifying communications for agents and customers. Customers click a button on a website to call for free, with access from any browser, without downloads, or plugins. It is completely secure. Agents can seamlessly transition to whichever communications channel is most appropriate, whilst keeping the customer in the moment- it can include chat, sharing screens (guiding customers through webpages, forms and information) and escalating to a video call.

    Leaders in Systems Integration

    Customers expect to contact organisations using the digital channels of their choice. The objective is to produce an omni-channel experience that is simple for both the agent and customer to navigate. However, organisations are faced with the complexities of integration. Britannic Technologies are specialists in system integration and its netCONNECT computer telephony integration brings together disparate technologies into a single solution creating a unified structure to maximise efficiencies and improve customer service.

    Contact Centres in the Cloud

    Britannic Technologies have many thousands of users in the cloud and by hosting a multi-media contact centre in the cloud you open up a world of opportunity with flexibility to add on applications and systems with ease. CT integration and applications integration pave the way for a single customer view resulting in contact centre agents reaching first time resolution faster and making it an easy experience for the customer to navigate.

    Visit Britannic Technologies (btlnet.co.uk) to find out more.

    AUTHOR

    Stuart O'Brien

    All stories by: Stuart O'Brien

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