And record all the calls you want to at the same time – good result! ACD’s have been around for many years but the market has swung firmly towards software-only solutions for good reason. Firstly, it reduces cost of ownership, secondly, there is no capital outlay and thirdly you can switch on extras like call recording with a few extra key strokes. The latest generation of ACD applications are ‘hosted’ and in the case of OPEX Hosting the ACD facility is pure IP technology which ensures employee resources can be pooled across your organisation, regardless of location which also includes mobile workers. The OPEX hosted ACD is an intelligent routing and call queuing facility which can be deployed quickly and easily, eliminating the need for expensive capital investment. This technology can be used for both general business services or for the contact centre. Because the system is CTI enabled and in-network it can be used for wide ranging contact centre applications. It intelligently captures caller details ensuring they are not only routed to the right agent but that the correct customer information appears on the agent’s screen. Calls can be forwarded based on a variety of criteria such as agent skill sets, realtime conditions in the call centre or based on sophisticated routing plans pre-determined by your organisation. The software provides flexible voice processing so calls can be routed based on speech input. Traffic can be handled from both TDM and IP networks which ensures the service is highly scalable, which is ideal when setting up green field locations or supporting the trend for ‘home-shoring’. The fact that it is in-network means that it is highly reliable and can handle any number of simultaneous calls, supporting the most advanced business continuity strategies. Ultimately the application provides all the functionality you would expect from a high-end ACD, giving you real-time campaign management and monitoring tools to simplify the process of managing and reporting, regardless of where the agent is based. For more information email [email protected] or call 0800 458 2988. 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