Britannic Technologies

Webchat / click to call, co-browsing, video calling - WebRTC

Web Real-Time Communications, enables peer-to-peer browser-based applications for voice, video, file sharing and chat (similar to Skype, without browser software plug-ins). WebCall is a cloud “Digital Collaboration” service improving citizen communication over digital platforms . WebCall can be integrated into existing telephony and contact centre platforms - supporting Omni-channel contact.


  • Chat, voice, co-browsing & video from websites into contact centre
  • Escalate from one channel to another seamlessly in live contact
  • Quick to deploy and undertake POC (Proof of Concepts)
  • Full chat logs and analytics for every interaction
  • Real-time visibility - customer journey, time and current page
  • Integration with Web Analytics (e.g. Google Analytics and others)
  • Configurable engagement rules, how, where & when engagement is offered
  • Skills based routing based upon URL / service type required
  • Website API – embed functionality into existing web services
  • Co-browse to complete forms, including support for PCI Compliance


  • Enhance collaboration, customer experience and efficiency through WebRTC capabilities
  • Add omni-channel contact and interaction into existing systems and operations
  • Seamlessly switch between channels for greater consistency over communications
  • Maximise skilled agents time in varying locations, including homeworkers
  • Increase first call resolution and reduce interaction time
  • Improve service, connect citizens to best agent and channel
  • Increase customer engagement through channels such as video and co-browsing
  • Deliver personalised service based upon insight and context of interaction
  • Process multi-channel contacts in a single interface for increased efficiency
  • Optimise website and contact centre performance through analytics and MI


£15 to £60 per licence per month

Service documents


G-Cloud 11

Service ID

9 3 6 6 2 6 7 8 6 9 9 1 3 1 8


Britannic Technologies

Jonathan Sharp


Service scope

Service scope
Software add-on or extension Yes, but can also be used as a standalone service
What software services is the service an extension to Contact Centre Systems
Cloud deployment model Public cloud
Service constraints N/A
System requirements Internet connection and web browser

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Within 4 hours
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support Web chat
Web chat support availability 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard None or don’t know
How the web chat support is accessible Via Britannic's website
Web chat accessibility testing N/A
Onsite support Yes, at extra cost
Support levels Standard support is included in the monthly service charge

A named account manager is made available to all customers
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Onsite training, online training & user documentation
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction This is requested and the data will be extracted / deleted when the contact ends.
End-of-contract process At the end of the contract the customer can continue to use the service (contract extension) or terminate use accordingly. There are no financial penalties or costs to terminate contract at end of agreed term or extend beyond initial term, commencing a new term, which triggers monthly service charge and transactions charges accordingly.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Yes, currently we fully support Android devices using Chrome, Firefox and newer versions of Android Browser. We also support iPad Safari (iOS 11+) and we are close to supporting iPhone (iOS 11+). Desktop browsers Firefox 22+, Chrome 23+, Opera 18+ and Edge 15+. There are no differences between the mobile version and the web version.
Service interface Yes
Description of service interface There is a dashboard which provides reporting, analytics & access to conversations
Accessibility standards None or don’t know
Description of accessibility N/A
Accessibility testing N/A
What users can and can't do using the API The API allows our clients to essentially create their own UI, so anything our UI can do our API allows. Here is a brief summary: Additionally data can be passed to the agent via the API.
API documentation Yes
API documentation formats
  • Open API (also known as Swagger)
  • HTML
  • ODF
  • PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Buyers can customise the service in a number of ways, including:

Defining design, position and time when the controls are presented
Define which pages the controls are presented
Link the URL to user the interaction is presented to


Independence of resources We use elastic scaling to not impact upon demand of the service.


Service usage metrics Yes
Metrics types Active Sessions
Sessions over the last (hour, day, week, month, year)
Customer Journey Page Summary
Interaction Summary by Type
Agent by Agent Breakdown
Group by Group Breakdown
Agent Response Time
Customer Feedback
Interaction Duration
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request


Supplier type Reseller providing extra features and support
Organisation whose services are being resold Talktative

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Security Clearance (SC)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations EU-US Privacy Shield agreement locations
User control over data storage and processing locations No
Datacentre security standards Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency At least every 6 months
Penetration testing approach ‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest Physical access control, complying with CSA CCM v3.0
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach Csv
Data export formats CSV
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks TLS (version 1.2 or above)
Data protection within supplier network TLS (version 1.2 or above)

Availability and resilience

Availability and resilience
Guaranteed availability 99.95% uptime SLA
Service credits are provided to the value of 3.5% of the monthly service charge should this SLA not be met, per day up to a maximum of 100% of the monthly service charge for each month impacted. The service credits will be refunded to the customers account and notification provided.
Approach to resilience Available upon request
Outage reporting Email alerts

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels Management interfaces are securely accessed via password control aligned to user profiles and privileges. Access to support channels is restricted to agreed named contacts within our customers - which are recorded on our CRM system - to ensure they have the authority to contact us for support and corresponding management control.
Access restriction testing frequency At least once a year
Management access authentication Username or password

Audit information for users

Audit information for users
Access to user activity audit information Users have access to real-time audit information
How long user audit data is stored for At least 12 months
Access to supplier activity audit information Users have access to real-time audit information
How long supplier audit data is stored for At least 12 months
How long system logs are stored for At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 BSI
ISO/IEC 27001 accreditation date 08/04/2014
What the ISO/IEC 27001 doesn’t cover Third party suppliers who do not directly impact the BTL Information Security
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards ISO/IEC 27001
Information security policies and processes Britannic Technologies Information Security is supported by ISMS framework of approved, communicated and published policies and procedures that includes all legal, physical and technical controls. BTL Information Security Policy as well as all other ISMS policies and procedures apply to all Britannic employees, while 3rd party management is governed by BTL 3rd Party Information Security Compliance Policy and annual suppliers reviews. Our management processes have been aligned to ISO/IEC 27001 and include (but are not limited to): Network Management, IT, Operations Security, Projects, Access Control, Suppliers Management, Asset Management, Human Resources Security. Due to evolving nature of information security, all BTL management processes are frequently reviewed to ensure Britannic Technologies remains in compliance with relevant legal and regulatory requirements of ISO/IEC 27001 and guidelines of ISO/IEC 27002. All ISMS Policies and Procedures have been approved by BTL Managing Director and Information Security Management Forum, made up of members of the Senior Management Team. BTL Information Security Management Forum carries an annual review of Information Security Policies and Procedures which can be also reviewed at other times as dictated by operational needs.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Any change requests are recorded through the service desk, logged and tracked - time bound. We then review change requests through our change management process. These are reviewed for a range of aspects, including potential security impact. All changes are recorded.
Vulnerability management type Supplier-defined controls
Vulnerability management approach We have implemented vulnerability management process fully compliant with ISO 27001:2013.
In order to identify potential threats we have:
- compiled an inventory of assets connected to our network
- identified critical systems and at-risk systems
- established timely and scheduled patch management process
- established a process ensuring programs and apps run the latest software versions
- established remediation timelines
We review and classify all vulnerabilities and associated threats on a regular basis as well as rate risks according to our stated risk categorisation and assign a remediation timeline to each risk.
We conduct a regular vulnerability testing/scanning process.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Britannic Technologies have implemented protective monitoring as a part of our risk management strategy. We collect and analyse log and event data which allows us to detect and promptly alert on operational and security issues related to a wide range of compliance and risk concerns. As a result we obtain information required to allow us to respond to incidents in a timely manner and to establish sufficient internal security controls for ongoing compliance with ISO 27001:2013 requirements.
Incident management type Supplier-defined controls
Incident management approach We have pre-defined processes for common events. Users can log tickets by phone, email or web portal. Tickets are timed from the point of being logged to closure. Each ticket type (Minor, Major & Critical) has an SLA, we monitor ticket closure & escalation processes. We have set up automated escalation at set times depending upon each type of ticket. We provide incident reports / RFO's as applicable.

Secure development

Secure development
Approach to secure software development best practice Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Public sector networks
Connection to public sector networks No


Price £15 to £60 per licence per month
Discount for educational organisations No
Free trial available No

Service documents

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