01/09/2005 – Business Systems managed to restore an existing call recording solution with the NiceUniverse quality management software solution, for Lifestyle Services Group (LSG) and sister company Policy Administration Services (PAS) in 2008, providing specialist services. Established in 2000, PAS provides mobile phone insurance administration for Phones 4u, one of the largest independent mobile phone retailers in the UK. Based in Crewe, PAS have a 170 strong call centre team dedicated to dealing with both in and out bound calls relating to claims. Call recording is an integral business tool to the business for resolving disputes and training staff. The Problem LSG and PAS inherited the Nicelog call recording system, following a group merger. The Nicelog had been supplied and installed as part of a one-stop-shop telephony package and therein lay the problem. PAS found that neither their switch provider nor the manufacturer understood how to effectively match the technology of the Nicelog to the business application. Consequently, severe difficulties arose when trying to retrieve calls and perform quality management; to the extent that the system was considered to be only partially functional. To resolve these issues LSG and PAS searched for a specialist call recording implementer “Before we came to Business Systems we had seen countless other call recording companies, but they lacked the essential understanding of what we were trying to achieve. By contrast Business Systems demonstrated they had the necessary skills and experience to rectify our problems and provide an effective Quality Management solution.” commented Phil Mottershaw, IT Manager. Business Systems provided technical consultancy, resolved all existing faults and enhanced the system with full quality management facilities. The Solution As a specialist call recording provider with extensive technical experience of the Nicelog call recording solution, Business Systems’ technical staff were quick to identify the system’s problems. A re-installation of the existing Nicelog call recorder was required along with reconfiguration and compatibility matching to the Avaya Definity switch. Business Systems proposed the NiceUniverse quality management software solution, which integrates to the Nicelog recorder. This system was duly installed with excellent results. The Benefits Cost Savings Since reinstallation of the system, all calls are now reliably captured and retrieved when necessary; this in turn has reduced the occurrence and cost of fraudulent claims. From past experience, LSG and PAS knew that staff attrition could be substantially reduced with effective targeted training. NiceUniverse has allowed PAS to improve their training programme for call centre staff by providing analysis data on agent performance and call handling abilities. “Business Systems’ implementation staff were very capable, they demonstrated confidence and knowledge in identifying the problem areas and then set about resolving them. These services addressed our needs and have provided us with a call recording solution in which we now feel extremely confident.” concluded Mottershaw. Written by: Business Systems UK
Blog 22 July, 2026 The Cost of Attrition: Why Workforce Engagement Management is a Self-Funding Strategy Contact centre attrition remains one of the most expensive challenges facing customer support leaders. CX Today reports annual turnover rates of 35-45% remain common across the industry, with each departure costing between £10,000 and £15,000 in recruitment, onboarding and lost productivity. For a 200-seat operation, that equates to roughly £700,000-£1.35 million in annual attrition costs
Blog 30 April, 2026 Customer Experience Tools: How to Choose (and Implement) the Right CX Platform for Your Business Choosing the right customer experience platform is a major decision for many businesses. The platform you choose shapes how customers interact with your business across every channel, determines what insights you can extract from those customer interactions, and influences whether or not your teams can deliver consistently excellent service. Yet many organisations approach this decision
Blog 16 April, 2026 Conversational AI in UK Contact Centres: Moving Beyond Basic Chatbots Many contact centres in the UK have implemented chatbot technology in some form or another, but with varying degrees of success. Recent industry research reveals that nearly 70% of customers become frustrated with chatbots and prefer speaking to human agents, and abandonment rates for basic chatbot interactions continue to remain stubbornly high. The problem isn’t
Blog 10 April, 2026 Proactive Customer Service: How Contact Centres Can Use Proactive AI to Anticipate Customer Needs The traditional model of customer service is almost entirely reactive: a customer discovers a problem, contacts your organisation, and waits for a solution. This approach places the burden squarely on the customer, requiring them to identify issues, navigate your contact channels, and often endure multiple interactions before their problem is solved. Proactive customer service powered
Blog 29 January, 2026 Microsoft Teams Recording Without the Risk: A Practical Guide for Regulated Organisations Microsoft Teams has become the backbone of collaboration across financial services, insurance, the public sector and other regulated industries. Trading conversations, client discussions, internal decisions and approvals are now happening daily across voice, video, chat and shared files. That shift brings opportunity, but it also introduces risk. For organisations operating under regulations such as FCA,
Blog 5 December, 2025 The clock is ticking: Why end-of-life recording systems are a critical compliance risk Outdated recording technology isn’t just an inconvenience, it’s a ticking time bomb for regulated firms. For financial services and other heavily regulated industries, end-of-life (EoL) voice recording systems can create dangerous blind spots. When vendors withdraw support, these unsupported platforms become vulnerable, exposing your firm to major compliance penalties under frameworks like MiFID II, FCA,
Blog 20 November, 2025 Proactive AI vs Reactive AI: Understanding the Difference Artificial intelligence is changing the way organisations across the UK engage with customers, but all AI solutions aren’t created equal. Many still rely on reactive models that respond only once a customer makes contact. Proactive AI takes a more advanced approach, identifying needs and acting before the customer does. Understanding the key differences between proactive
Blog 20 November, 2025 5 Ways Proactive AI Can Reduce Manual Workload in Contact Centres Contact centres today face a familiar challenge: maintaining exceptional service while managing high volumes, rising costs, and limited resources. Agents are spending valuable time on repetitive, manual work instead of focusing on complex, high-value interactions that truly build customer loyalty. This is where Proactive AI makes a measurable difference. By combining automation with intelligence, it