We would like to welcome Britannic Technologies to TechShout.it. Britannic Technologies work in partnership with their clients, ensuring that their technology and services accurately support their customers business requirements, internal communications and customer expectations. Britannic Technologies approach enables customers to profit from integrated communication technology, maximise efficiency, achieve substantial cost savings and plan for the future with confidence.
Britannic Technologies were founded in 1984 and quickly established an enviable reputation within the market for delivering high quality telecommunications solutions and services, complemented by their ability to innovate within the market.
Throughout this time they have developed their position within the fast evolving telecoms market place by partnering with world leading manufacturers and service providers to deliver best of breed solutions to organisations throughout the UK, constantly underpinned by their total commitment to customer care and integration capabilities.
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Britannic Technologies Convergence Summit is tackling business enablement through technology, providing business leaders the chance to come together and discuss how the latest developments can drive business forward.
Now in our 11th year, we attract over 300 delegates from around the UK to come together and network and discuss technology while we invite Global Vendors to present future strategies and lay on comprehensive seminars to go into more functional practicalities of every day business.
We also invite all of our technology partners to come and exhibit at the event, showcasing their technology and providing you with the chance to speak directly to the experts about your needs and concerns.
This year we have presentations from:
Mitel’s Chief Architect,
Avaya’s Technical Sales Director,
Microsoft Lync’s Product Marketing Manager,
Britannic’s Sales and Marketing Director
And the seminars will tackle:
Find out more.
Betfred Case Study on Call recording
August 12 2014 – Betfred is the world’s largest owner-operator bookmaker. A significant proportion of bets are still placed over the phone during popular sporting events including the Grand National, Wimbledon and the Football World Cup. Tasked with handling these calls, Betfred’s 150 seat contact centre based in Wigan deals with 50,000 inbound calls a week.
With telephone bets being placed by some of Betfred’s most loyal customers who have been with the company for twenty years or more, maintaining excellent customer service is a key business driver for the contact centre agents who are assisted by a customer service team in Warrington.
Open seven days a week, 365 days a year, the contact centre operates from anywhere between 7am to Midnight and sometimes longer during special events. With complex staffing requirements creating a need to scale up or down as events dictate, Betfred recognise the importance a call recording system can play in handling customer queries quickly and efficiently particularly where bets are placed when events are already underway.
As a long term advocate and user of call recording Betfred recently took the opportunity to refresh their technology. Having previously appointed Business Systems (UK) Ltd to support their Wordnet recorders, they once again selected them as a strategic partner to implement the Red Box Recorders Quantify solution. A reliable and easy to use call recording system was essential for the organisation, which is regulated by third parties including the Gambling Commission who can carry out spot checks and request to listen to calls at any given time.
Prior to the implementation, listening back and retrieving calls was an onerous process for Betfred, with calls having to be archived onto a disk every four weeks. Any customer or regulatory query meant an extremely time consuming and labour intensive process was in place when trying to retrieve a call.
With the implementation of the Red Box Recorders Quantify product, retrieving calls is now a simple and efficient process. Cheryl King, Head of Call Centre Operations at Betfred comments ‘When a customer query now occurs, finding and playing back the call couldn’t be simpler. Instead of telling the customer ‘we have to get back to you on that’, we can now instantly deal with the query as and when it happens’.
As a company regularly taking customer banking details over the phone and with different means for customers to pay including debit and credit card payments, ensuring PCI DSS Compliance was an absolute must for Betfred who are committed to meeting their compliance obligations.
Dealing with the pressure of some bets having to be placed in a matter of seconds during a call, particularly when a live race or event is in progress, call recording is used as part of a continuous programme of improvement to train and coach the team in how best to handle the influx of inbound calls coming through.
Cheryl adds ‘The usability of the system is great, it’s simple to understand, extremely intuitive and great for training. Staff were picking it up in a matter of hours.”
With KPIs outlining that calls must be answered within 10-15 seconds and abandoned call rates are kept to a daily minimum of 3.5%, the call recording system helps Betfred to improve the coaching and mentoring programme of call centre agents to help meet these targets. Team leaders can remotely listen to live calls, exporting certain sections and adding notes and comments around different aspects of the call for review and consideration.
Cheryl concludes ‘Business Systems were extremely helpful and friendly to work with. The installation process from day one was fantastic. The engineer who was allocated to install the system was there with us every step of the way for anything we needed, we couldn’t have asked for a better service’.
About Business Systems (UK) Ltd
Business Systems is the UK’s largest and most established independent provider of voice and speech technology solutions to the Contact Centre, Finance and Public Sector markets. Solutions range from basic call recording through to quality monitoring, speech analytics and workforce management tools. The company offers unbiased and best fit solutions on all technologies, all of which can be accompanied by project management, implementation, consultancy, training and maintenance services.
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For further information on this press release please contact:
Business Systems (UK) Ltd
+44 (0)20 8326 8219
ICT Innovations is a team of open source telephony professionals with more than 5 years working experience in telecom industry.
ICT Innovations provide solutions and services based on re-known open source applications like Asterisk, ICTFAX, ICTInvoice, Freepbx, A2billing, Freeswitch, Astbill and Opensips, have in depth experience of working with with LAMP platform and Open Source Content Management System Drupal.
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We would like to welcome Unifi Communications to TechShout.it. As a Cisco Premier Partner with Advanced Unified Communications Specialisation, Unifi Communications have the expertise and experience to help you get the most from your investment in Cisco.
Unifi Communication’s IT Services allow you to use technology to collaborate with colleagues, partners and customers more effectively and efficiently. Their based in Twickenham, Southwest London.
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We would like to welcome DS Chiltern to TechShout.it. DS Chiltern’s aim is to offer the best of service to small and medium sized companies, from specification right through to out-of-warranty maintenance. They do this by specialising in business grade products from key manufacturers. Siemens (now called Unify), Cisco and Ericsson-LG trained engineers provide free helpdesk support to our clients, and field engineers from their local office or from their group Central Engineering Support take this expertise right to your doorstep.
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We would like to welcome Peach Telecom to TechShout.it. Peach Telecom is a multi award-winning telecoms provider based in Whiteley, Hampshire and with a regional office in Leyland, Lancashire.
It provides telephone systems, landline, mobile, broadband, data services, competitive call packages and managed IT services for businesses across Hampshire, Lancashire and the rest of the UK.
Peach Telecom partners with some of the most trusted brands in telecoms, including BT, O2, NEC, Talk Talk Business, Siemens and Oak, meaning it is at the forefront of technology and able to provide competitive rates on the latest telephone systems and call packages.
Peach’s ethos is to make communications simple. As such, all services are placed on one, easy-to-understand bill every month and Peach’s team of expert customer service advisers and technicians are always on hand to answer questions and help with technical issues.
As one of the top 10 fastest growing technology firms in the UK (Sunday Times Tech Track 100 list) Peach Telecom is a strong and stable company, with a friendly demeanor that puts its customers at the core of its business.
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