… to meet FSA mobile taping regulations. ISLEWORTH, LONDON UK – 30 March, 2010 – Financial institutions don’t need to invest in new call recording systems to comply with any future FSA mobile taping regulations according to independent City call recording specialists, Business Systems (UK) Ltd. Following the FSA’s recent decision to review the exemption on recording staff mobile phones, a number of technology providers have come forward with secure, tamper-proof mobile recording technology designed to meet future compliance requirements. It is widely expected that the exemption will be removed later this year, a view reinforced by the FSA’s promise to get tougher on market abuse and their recent high profile arrests and prosecutions for ‘insider trading’. The recording of business mobile phones in the City will complete the recording of all electronic communication for FSA regulated activities, but it does not have to mean a complete overhaul of a company’s existing call recording investment. Technology is available which enables mobile calls to be routed through a firms existing call recording infrastructure. For compliance purposes a mobile handset can be configured so that all calls, both inbound and outbound, are recorded. It has also been designed to be tamper-proof, ensuring that the user cannot decide to not record a call, and that the recording cannot be accidentally lost or deliberately destroyed after the event. There are two options for storing call recordings, either on a hosted server, or on the firm’s site. With a hosted solution, calls can be routed through and stored on the hosted server and the call recordings accessed by logging in to a secure portal. The advantage of the hosted option is the ‘pay-as-you-go’ model, with no need to purchase, install, maintain and upgrade additional hardware. For an onsite solution the call recordings can be routed through a server and stored on the firm’s existing call recording system. This will be the preferred option where an organisation’s data policy requires all call recordings to be stored within the organisation. The typical cost to firms will come largely from the purchase of the server, additional recording channels if required, and a monthly license fee per handset for the technology. Stephen Thurston, one of the founding Directors from Business Systems (UK) Ltd concludes “Mobile call recording vendors should not only be able to supply robust, secure, easily deployed solutions, they should build on a firms existing investment and provide clients with flexibility, choice and financially dynamic payment models to suit current market conditions.” If you want to find out more about how Mobile Call Recording can help improve your business performance, feel free to contact us: 0800 458 2988, [email protected].. 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.
Blog 16 July, 2025 Unlocking the Power of Conversation: How Interaction Analytics Is Reshaping Contact Centre Workforce Planning Contact centres are no longer just cost centres – they’re goldmines of actionable insight. And in 2025, forward-thinking customer contact leaders are discovering that the most untapped resource in their operations isn’t in headcount or tech—it’s the conversations they’re already having. Welcome to the era of interaction analytics. With the power to transform how you
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
Blog 3 June, 2025 Why Workforce Engagement is Key to Retaining Contact Centre Agents Call of Duty: Why Engaged Agents Stay in Contact Centres One repeat challenge our consultants see when we partner with new organisations is Agent retention. With increasing customer expectations, hybrid working models, and AI-driven efficiencies reshaping the contact centre industry, there is always an ongoing pressure for organisations to keep agents engaged and motivated in
Blog 15 May, 2025 How OpenAI’s o3 and o4 Mini Models are a major step forward in Conversational AI for Contact Centres The release of OpenAI’s latest large language models – o3 and o4 mini – represents a major step forward in the evolution of enterprise-grade AI for customer service. These new models are purpose-built to handle complexity, improve reasoning, and scale automation without compromising control or compliance. For contact centres looking to enhance customer experiences and
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