OPEX Hosting, was acquired by Business Systems in 2006 with the aim of providing an alternative ‘hosted’ delivery method of telephony services. During that time OPEX has grown significantly and now provides call recording solutions to over 45% of the UK’s Out of Hours (OOH) service providers, who supply GP services during weekends and evenings. According to Andy Mahoney, Healthcare Manager – Call Craft at OPEX Hosting – “In the last year, we have seen a tremendous growth in the number of healthcare organisations who record their calls using hosted technology. The key driver for this has been cost which has been significantly reduced over the years. Furthermore, with contracts now available on a thirty day rolling agreement basis, the service can be quite literally switched on or off, making financial decisions a lot simpler. With recordings now accessed securely via the web and the N3 network, there is no need to purchase any equipment and these solutions are simple to use, requiring very little training.” Working with a number of ambulance trusts, PCT’s and GP surgeries the company is expected to expand further as many other healthcare organisations, such as care homes are now recording calls for dispute resolution, fact verification, staff monitoring and for achieving best practice. With organisations like care homes increasingly being run as professional businesses, it is important that family members feel that their loved ones are being cared for in an environment which takes service levels seriously and that homes can actually provide supporting evidence to highlight the measures they are taking to address this. According to Dr Julius Parker at East Berkshire Primary Care, an existing OPEX Hosting customer, “Call-recording is an essential part of providing telephone consultation and advice. Medico-legally, it is almost unthinkable to provide a large OOH service without recording calls for protection for patients and colleagues.” For more information about hosted call recording benefits please email [email protected] or call 020 8326 8326 Written by: Business Systems UK
Blog 28 August, 2025 What is Conversational AI? A Beginner’s Guide to Smarter CX In today’s fast-paced digital landscape, businesses are under increasing pressure to deliver seamless and efficient customer experiences (CX). Customers expect quick responses, personalised interactions, and 24/7 availability. This is where Conversational AI comes in. By leveraging artificial intelligence (AI) and natural language processing (NLP), Conversational AI enhances customer service, automates interactions, and significantly improves operational
Blog 23 July, 2025 Mike Wardell Appointed Executive Chairman We are pleased to announce that Mike Wardell, former CEO of Business Systems Ltd, has transitioned to the role of Executive Chairman of both Business Systems and Wordwatch. This strategic move marks a significant milestone for both brands as they continue to strengthen their market-leading positions in customer contact solutions and communications governance and archiving.
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Blog 8 July, 2025 From Hype to Impact: AI Strategies for Maximum ROI AI is revolutionising customer contact – but for many contact centres, the results aren’t matching the promise. Despite a surge in experimentation, too many organisations find themselves in “pilot paralysis”: high on potential, low on return. Contact centres need to adopt AI, but many are hitting the same wall: inconsistent ROI. Why? Because not all
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Blog 1 April, 2025 AI Agents in Contact Centres: Are You Ready for the Future? The Future of Customer Service is Here The contact centre industry is undergoing a significant transformation. Rising customer expectations, increasing operational costs, and workforce shortages are putting immense pressure on businesses to deliver seamless customer experiences while maintaining profitability. The companies that embrace AI agents today are the industry leaders of tomorrow – those that
Blog 10 February, 2025 What is Agentic AI and Why Does It Matter to You? Agentic AI is transforming contact centres by enabling systems to act autonomously, adapt to new situations, and proactively achieve goals – much like a human agent. But how does it differ from traditional automation, and why should contact centre leaders take notice? What is Agentic AI? Unlike rule-based automation, Agentic AI makes independent decisions, learns