Britannic Technologies has won a tender to supply Plus Dane Housing with a cloud-based, unified communications and contact centre solution from 8×8.
Plus Dane wanted to augment its customers’ journeys by offering a full omni-channel service spanning phone, email web chat and social media, underpinned by 100 per cent reliability.
Britannic will be designing and implementing 8×8’s XCaaS (‘eXperience Communications as a Service’) solution for better communication and collaboration between Plus Dane’s staff and external agencies, alongside 8×8’s multi-channel solution for its customers.
Kate Jungnitz, director of customer service, Plus Dane, said, “We were looking for an IT provider that understood our sector and could help us change to a new system. Britannic’s tender was extremely thorough and stood head and shoulders above the rest. We’re excited to modernise our telephony and improve our customers’ experience.”
Once the implementation is complete, Plus Dane plans to use the combined Britannic and 8×8 system to introduce video-calling, enabling customers to video-call into the 8×8 contact centre to show their problem and repairs in real time so that the agent can then book an appointment with the correct operative to fix the problem.