Unified Communications Business Success Example
One of the UK's premier entertainment venues struggled to manage the massive influx of bookings and customer enquiries during peak ticket sales times. They needed to renew their contact centre to handle high call volumes, ensure PCI-compliant payments, and introduce additional communication channels.
Their goals:
- Simplify communication traffic management in the 20-seat Box Office.
- Improve contact centre reporting to assess the charity’s ‘cost to serve’.
- Provide flexible, resilient, and cost-effective voice services with SIP and failover to ISDN.
Solution:
Instead of updating their existing system, the venue chose a Mitel UC platform and contact centre. Managed by Britannic, this resilient, hosted solution unified the contact centre and back office. Key features include Red Box Recorders’ Quantify for training and PCI compliance, and Bizvu for social media management. All services are delivered via Britannic’s SIP platform, NetX, underpinned by a 24/7/365 Platinum Service Level Agreement.
This has allowed the popular venue to manage communication more efficiently, especially during peak times, enhance customer service, and ensure secure, compliant transactions.
Benefits of Unified Communications/Cloud Telephony and Collaboration
Increased Productivity
Unified Communications solutions (UC) consolidates various communication tools into one platform, reducing the time spent switching between different applications and enhancing overall efficiency.
Enhanced Collaboration
With integrated tools like instant messaging, video conferencing, and file sharing, UC enables real-time collaboration, making it easier for teams to work together, regardless of their location.
Cost Savings
UC helps reduce infrastructure and maintenance costs by consolidating communication tools and minimising travel expenses through virtual meetings and telecommuting options.
Scalability
Unified Communications solutions are designed to grow with your business, providing the flexibility to add or remove features and users as needed, ensuring you always have the right tools to support your team.
Mobility
Unified Communications As A Service allows employees to access communication tools from anywhere, on any device, enabling remote work and ensuring that your team stays connected even when they are on the go.
Improved Customer Service
Integrated communication tools allow customer service teams to respond quickly and effectively to customer inquiries, leading to higher satisfaction and loyalty.
Streamlined Management
Centralising communication tools into one platform simplifies management and administration, making it easier for IT teams to oversee and maintain the system.
Business Continuity
Unified Communications solutions ensure continuous communication and collaboration during unexpected disruptions, such as natural disasters or network outages, helping your business stay operational.
Best Enterprise UC Customer Solution
Comms National Awards, October 7th 2021
This prestigious recognition was awarded for our innovative solution developed for Queen Mary University London. In close partnership with Mitel and Bizvu, we successfully introduced an omnichannel contact centre to meet the demands of the clearing process during the pandemic.
At Britannic, a Unified Communications Provider, our consultative approach ensures we work closely with you to identify areas of improvement and tailor solutions to meet your unique needs. Our certified experts modernise existing systems and workplaces, partnering with industry leaders like 8x8, Zoom, Microsoft and Mitel to seamlessly connect your enterprise. By leveraging tools like Microsoft Teams and other advanced technologies, we offer seamless and cost-effective communication solutions.
Our mission centers on your business's success. We're here to unlock new opportunities that enhance efficiency and growth. More than just a service provider, we are your dedicated partner in progress, boosting operational capabilities and securing your industry leadership.
Our VoIP Office Phone System & Cloud Telephony Capabilities
Everything needed to maximise your business communications performance
- Interactive Voice Response (IVRs)
- SIP Trunking
- Next Generation SIP Portal (NetX)
- Private Brand Exchange (PBX)
- Great Bandwidth
- Softphones
- Microsoft Teams, Zoom and Google Flow Integrations
- Computer Telephony Integration (CTI)
NetX: Take Control with Our Flexible SIP Management Portal
Our Flexible SIP Management Portal, NetX, offers a cost-effective solution for managing the complex requirements of your unified communications environment. Designed with our customers in mind, NetX empowers you with self-service capabilities, putting you in control of your calls and call environment. With fully customisable dashboards, detailed analytics, and advanced call flow routing, you can seamlessly manage and optimise your communications with ease.
“NetX is a powerful, constantly evolving platform. Its resilience and analytics capabilities provide reassurance and guidance to the business, while the user-friendly portal gives me the flexibility and agility I need to easily make changes to call flows and accommodate demand and business continuity requirements.”
Richard Charlie/ Telecoms Manager, University of Kent
Britannic's Intelligent Managed Services
Our "Intelligent" Managed Service goes beyond standard managed services by providing valuable insights across your IT and communications environments. This innovative approach drives growth and innovation, not just daily IT management.
We aim to be your essential partner in achieving business success. Our transparent, consultative, and proactive approach ensures robust, tailored IT and communications solutions. Enjoy predictable costs, improved productivity, scalability, expert access, and risk mitigation, allowing you to focus on your core business.
Key Benefits Include:
- Removes the burden from you for day-to-day transactional activities such as Adds, Moves, Changes and Deletions.
- Performance reporting and trend analysis to boost planning and efficiency
- Healing your business optimise call routing and workflows based on SIP usage insights
- Providing high level Contact centre analytics to improve customer experience
- System Monitoring to proactively resolve and remedy issues
- Delivers predictable costs and reduced overhead
- Gain access to our expert skills and support
The Power of Instant Messaging In The Workplace
The transition to digital communication in today's workplace is a true revolution. As remote work becomes more common, instant messaging has emerged as a vital component of effective communication and productivity within organisations. With platforms like Microsoft Teams and other UCaaS solutions such as 8x8 and Mitel, businesses can effortlessly integrate real-time communication to enhance collaboration, overcoming the limitations of traditional workflows.
Resilient and Flexible Communications at the University of Kent
The University of Kent achieved unparalleled resilience and flexibility by combining local and cloud communications with strong support. Facing the real threat of cyber-attacks, the university fortified its on-premises Mitel platform with regular updates and integrated the agile, cloud-based 8x8 platform. This strategic approach has empowered over 3,000 staff members with a secure and efficient communication environment. With the support and guidance of Britannic, the University of Kent continues to innovate and maintain a robust communications infrastructure.
Read the Full Case StudyUnified Communications FAQ
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