Britannic Streamline Breast Cancer Now’s Telephony – Ensuring Customers Always Get Through First Time to their Contact Centre
When Breast Cancer Care merged with Breast Cancer Now they selected Britannic to merge the two telephony systems together to streamline calls and operations. Coincidentally Breast Cancer Care already used Mitel IP telephony, so it simplified the merging of the telephony somewhat.
Romeena Kazi, IT Support Manager at Breast Cancer Now comments,
“We had multiples of everything, two reception numbers, numerous fundraising numbers, two help service desk numbers so we had to merge and port numbers into a single telephone system to simplify our telephony for employees and customers.”
Merging the telephony systems for the two businesses was no mean feat; Breast Cancer Care had 4 sites across the UK which had to be merged with the site for Breast Cancer Now.
“Working with Britannic at this challenging time was really interesting. I found their account management and technical skills outstanding, and their consultative approach was vital to me at this time.
We had many external ring groups to set up with lots of configurations and porting, our customers are women diagnosed with Cancer where we provide help and support so it was of paramount importance that customers could get through first time and our telephony was robust and reliable with good connectivity,” commented Romeena.
Romeena and her team rolled out Mitel MiCollab, a conferencing and collaboration solution across the business which enabled employees to use a soft phone providing then with the freedom to work from anywhere and access it on any device. This has proven very useful for hybrid working.
Jonathan Sharp, CEO, Britannic, commented,
“We are delighted to be working with Breast Cancer Now who are such an important charity and assisting them on their digital transformation.
Where they can continually evolve and improve their communications and discover new innovative ways of working to enhance customer care and do more with less which is critical for them,”
Britannic is a consultative solutions partner, delivering successful outcomes to improve the customer experience and operational efficiencies. By using data insights, expertise, strategic led designed systems, and value driven managed services.
Britannic partners with industry-leading vendors such as Mitel, Five9, Avaya, 8×8, Bizvu, Calabrio, AudioCodes, Microsoft and Uniphore. Trailfinders, North Herts District Council, Markerstudy Group, Advance Housing & Support and Queen Mary University of London are just a few of the customers that have transformed their business with Britannic.
We’re dedicated to giving support for today and hope for the future, for everyone affected by breast cancer.
We’re researchers, building a better future. Nurses and expert staff, supporting you no matter what. Campaigners, fighting to change the things that matter the most. Volunteers, giving their time, talent and passion. Fundraisers, making sure that our vital work can keep going.
We know that breast cancer isn’t yesterday’s problem. Over 55,000 people are diagnosed every year in the UK alone. And 1,000 people still die from the disease every month. That’s why we’re here today. Now.
For additional information on Breast Cancer Now visit their Website