Barclays Stockbrokers, one of the UK’s largest retail stockbrokers have chosen Business Systems UK Limited to supply the Nicelog monitoring solution for their expanded telephone operations. With 3 sites in Glasgow, a total of 7 sites across the UK and over 650K active clients, Barclays Stockbrokers were looking for a reliable call recording solution which would satisfy regulatory requirements.
“Having evaluated the market place for potential suppliers, we chose Business Systems who could offer us the best service agreement to suit our particular needs. Business Systems provided the best coverage for our expanded Scottish operations meeting our service level agreement requirements” commented Tony Plowright, IT Telephony Manager.
With average call volumes at a minimum of 25,000 calls per day and peaking up to 300,000 it was vital for Barclays to choose a solution that could offer reliability, resilience and the flexibility to record minimum as well as maximum call volumes.
“The Nicelog solution from Business Systems offered additional reliability over competitive product offerings, providing back-up facilities such as the ability to parallel record to tape and dual power supply. I am confident that the product would be able to record many more channels if needed” commented Plowright.
Barclays Stockbrokers utilise full computer telephony enabled call recording for their inbound and outbound call centres operations. The Nicelog recording solution is connected to a Nortel Meridian switch linked to digital phones within their expanded operation.
Team supervisors and managers have been fully trained to playback calls across an NT network. Searching, retrieving and listening to calls is quick and easy for managers, who regularly playback calls for team coaching as well as to verify instructions from customers, ensuring minimal trading errors.
“Learning to use the Windows based search and retrieval software was very simple, we didn’t need to dent our training budget” commented Tony Plowright.
In the near future, Barclay’s Stockbrokers plan to utilise the Nicelog intelligent tape library (MLP) option to automate archiving of digital recordings.
Tony Plowright’s final comments were: “By choosing Business Systems, I believe we have selected the right supplier for the long-term as they have proved that they can meet our service and product functionality requirements.”
About Business Systems UK Ltd
Business Systems UK Ltd is a leading provider of business management solutions for monitoring, measuring and enhancing all customer communications. The company’s solutions help organisations to respond effectively to customer needs by capturing and analysing business interactions whether via the telephone, VoIP, email or the Web. Business Systems offers ISO 9000 accredited consultancy, project management, application development and training services to organisations throughout the UK and Ireland.
Contact us now or call 0800 458 2988 for more details.
