Read on for an update on the latest product launches and recording technology Event Highlights Nearly three hundred companies attended the UK’s largest specialist event for Call Recording in London on November 30th. For those who didn’t get a chance to attend here’s a resume of events. The London Showcase was manufacturer agnostic and featured top technology across a range of business applications catering for both ‘non-complex’ and sophisticated business processes. Two recently launched products, NICE ‘Perform’ and Vocal ‘Evolution’ were put through their paces, with practical demonstrations so that guests could experience the technology in a realistic environment. Early adopters looking for a business edge over their competitors were introduced to the NICE ‘Perform’ suite, which is ground breaking stuff and takes Contact Centres into new dimensions for quality monitoring and business analysis. Here’s how it works; the goal of the technology is to provide an organisation with ‘insight’ into customer behaviour and the responsiveness of their own staff. This is achieved through automatic analysis of the recorded calls against predetermined criteria; the result of this screening process presents management with a distillation of recordings that best match the selected business criteria and hence a rapid assessment of key business drivers. The business benefit of this technology is enormous as it can be casino spiele used to track business trends, campaigns and agent responsiveness on a near real-time basis. NICE “Perform” also launched a new application for financial organisations looking to reduce the occurrence of fraud. This application keeps a database of ‘voice prints’ as a look-up table that can be automatically compared to a caller’s voice to ascertain their identity, when a miss-match occurs the software alerts management to address the situation. In depth information about this new fraud detection solution is included on page 3. The Vocal Evolution range of recorders proved a popular choice, offering a value for money recording solution operating on the increasingly popular secure Linux platform. For pricing and availability on these products contact [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