Britannic Launches NetX Insights to Unlock Dark Data in Conversations
One Conversation through Multiple Lenses
Britannic, a systems integrator and technology innovator, announced the launch of NetX Insights at its 23rd prestigious Annual Summit, attended by senior business and organisation leaders, helping organisations uncover and act on valuable intelligence hidden in customer and employee conversations.
The proliferation of AI has vastly increased data volumes, yet organisations are struggling to collect, analyse and turn intelligence into action. SAP’s 2026 Engagement Index found that 71% of UK brands surveyed reported holding ‘dark data’ that they could not access or use effectively.
NetX Insights is a flexible, bespoke AI-enabled conversation analytics and intelligence platform that connects voice and digital conversations across the network, telephone systems, contact centres and Microsoft Teams. It enables organisations to analyse a single conversation through multiple lenses, using personalised AI prompts for different departments, teams, products or business objectives. For example, a salesperson might see a buying signal, a customer service agent might identify a frustrated customer, an operations manager might uncover a recurring process problem, and a training manager might identify a coaching opportunity. The conversation hasn’t changed, but the lens you view it through has.
NetX Insights provides an intelligent layer that enables organisations to identify what they want to look for and why, transforming conversational data into business intelligence.
Reframing the Conversation
Jonathan Sharp, CEO, Britannic, comments,
“Call recording and analytical solutions are often constrained by predefined criteria, yielding limited insights. As a result, businesses are sitting on a wealth of unused data from their customers’ conversations and missing out. Every conversation contains intelligence, but the intelligence you uncover depends on the questions you ask. NetX Insights extracts the intelligence from the questions different departments want to ask, effectively viewing a single conversation through multiple lenses. Teams can then act on the findings to make a real difference, whether that’s improving the customer experience, identifying where coaching is needed, or solving a recurring complaint.”
The prompts can evolve as teams develop and business priorities change, while analysis across conversations reveals wider patterns and opportunities. Another important discovery is often what you didn’t know and weren’t looking for.
Turning Intelligence into Action
One reason masses of data go unused is that it can be difficult not only to extract and analyse the data, but also to act on it. Britannic provides the enablement layer, guiding customers through the process of developing bespoke AI prompts, testing them, analysing the data and setting success criteria.
The objective is not simply to analyse more data, but turn the intelligence within conversations into useful insight and action.
For additional information on NetX Insights Click Here
