Richard Dendle, Managing Director
In 1984 when British Telecom was privatized in the UK and the market was going through liberalization, Richard Dendle identified a market opportunity to offer advanced ICT services to customers. The Managing Director incorporated Britannic Telecom Company, an early delivery was a ‘phone-in ’system for the BBC. Following the acquisition of a software company changed the name to Britannic Technologies reflecting the voice, data and solutions integration that are the core part of the services they offer. “Since Britannic’s inception our ethos has always been to add value to customers. Providing an end-to-end unified solution for customers to maximize their investment in ICT,” he adds. “We are proud to have a heritage of more than three decades in the telecommunications industry with a strong reputation of delivering high quality solutions.” Today, the company specializes in creating complete Unified Communications (UC) platforms for mid-market and enterprise businesses that incorporate as many, or as few UC applications as required and managing those systems.
According to Dendle, with the emergence and future demand for IoT, customers now have more technology and applications available than ever before, creating many opportunities for new services and business models. Organizations want to maximize their investment in existing technology and evolve it to provide a path for future growth, accommodating market demands, opportunities and emerging technologies. “The days of the single vendor solution have died and customers now require best-of-breed unified communications, that need to be seamlessly integrated into each other, providing a single cohesive solution,” he asserts.
Britannic brings clarity in a cluttered market that is saturated with different technologies and service providers. They work closely with customers, through discovery sessions and workshops in ascertaining needs and requirements. Their consultancy approach adds significant value to customers, as Britannic invests a lot time ‘upfront’ with the customer, working closely with staff at all levels in the business, to understand how technology can help improve their business and their way of working.
Britannic’s cloud model makes it easy for people to consume technology and removes the complexities and overheads, whilst providing commercial transparency to the business with a wide range of commercial offerings. Britannic has relationships with major carriers and can leverage existing networks, to connect and deliver new services over the ‘top layer’ such as UC, Contact Centre and SIP. “Customers don’t have to replace what they have and can retain investment protection. If a customer is looking to enhance and upgrade then we can provide a comprehensive range of connections from private DSL to super-fast Gigabit fiber,” explains Dendle. “We have invested into our core network, enabling us to support the ever increasing demand for speed and flexibility, combined with high availability/resilience, underpinned with intelligent supply and support.”
Britannic partners with some of the worlds’ largest UC vendors, such as Avaya, Microsoft and Mitel who represent more than 50 percent of the market share for UC technologies world-wide.
ethos has always
been to add value
for customers to
investment in ICT
By working closely with them Britannic is able to leverage the scale, R&D, installed base and global innovations for customers. This coupled with partnerships with various firms such as Polycom, Plantronics and Jabra (for end points), Cisco, Huawei and HP (for networking) and Britannic’s own in-house developments (SIP, Cloud, MPLS, Systems Integration and API layers) enables them to provide an independent view of which technology stack is best suited to each customer. “This combined with our ability to deliver end-to-end solutions means that customers are fully aware of the relative merits and benefits of each option and what is involved in integrating into their operations, delivering a smooth and successful transition to new technologies and establishing a path to the future,” adds Dendle.
Today Britannic provides a range of technologies from their cloud platform and stands above the competition in the fact that they have a strong heritage in voice. Britannic’s solution and service excels in ‘on boarding’ customers through a range of models and network providers. Their active monitoring of services and quality scoring of telephone calls identifies potential problems and ensures the end-to-end piece is seamless and optimized for real time communications. Trailfinders—a renowned travel company, specializing in delivering tailor made holidays for their customers, chose Britannic to centralize their telecommunications systems into one efficient, state of the art and cost effective cloud contact center servicing 29 locations and 800+ staff, handling over 5 million calls a year.
Quality and Ethos
“We have a culture of ‘can do, will do’. We are highly customer focused and operate on the basis that our customers, are our business partners. Our approach is very much based on adding value, whether this is through technology developments, service interactions or advice that we provide,” comments Dendle.
The company is focused on offering quality to their clients and uses ISO9001 as their quality management framework, they have added ISO27001:2013 as security standard, shortly to follow is accreditation for ISO22301 Business Continuity Management. “This assures the customer that we are audited and adhere to the highest quality standards that are expected in the market place,” says Dendle.
Being the first to market in the U.K. with a Session Initiation Protocol (SIP) trunking offering and the creator of netCONNECT technology that simplifies the process of CT Integration, Britannic integrates to over 65 different telephony platforms and 60 different CRM/software applications. “As we continue to move forward in the market place we expect to see greater demand for integration of software applications and communication enabled processes–embedding these controls and creating a complete unified communication solution to provide context, personalization and ease of communication is our aim,” concludes Dendle.