Business Systems provides the best independent Call Recording Showcase at two superb venues:- Call Centre Expo and the City of London. To see the next generation of Call Recording technology and how it is set to change the way we work, you can catch a glimpse at the most exciting product launches to date at the forthcoming Call Centre Expo, (NEC, Birmingham, 28th and 29th September) and, at the City of London Call Recording Showcase (London, 30th November). Nice’s very latest offering, Nice Perform Version 9, will be premiered, bringing together over a decade of experience from Nice’s award winning solutions alongside the latest advanced content analytics technologies. Nice Perform simplifies system deployment by utilising a ‘smart client’ installed on the desktop to communicate with the central server. For the first time, using Nice Perform, organisations will be able to use intelligent searching for content within a call. Using Perform’s advanced analytics tools and state of the art visualisation techniques, management within call centres, service centres and trading environments can analyse information in real-time and direct strategic change accordingly Vocal Recorders will be showcasing the latest release, VocalEvolution; this is an innovative range of recorders with all the usual Vocal trademarks of ‘open systems’ recording, but also offering a Linux based architecture making upgrades cheaper with no Microsoft license fees to pay. A big plus point for the Vocal Recorder range is the ability to offer single-box recording of multiple telephony platforms – TDM and VOIP. This gives organisations the freedom to operate on multiple telephony platforms across multiple sites, but retain a uniform approach to call recording. Whether you want insight into the latest recording technology or to check out which quality monitoring software best suits your organisation, make a date to visit the Business Systems stand at CC Expo or the forthcoming ‘City of London Call Recording Showcase’. You’ll be able to compare solutions side by side, update yourself on the emerging trends in the industry and get independent advice. Written by: Business Systems UK
Blog 9 September, 2026 The Limits of Microsoft Teams for Financial Services The Limits of Microsoft Teams for Financial Services By Tracy Hendy Shiels, Solutions Consultant, Business Systems. Microsoft Teams continues to expand across enterprise communications, with Teams Phone now supporting over 26 million PSTN users globally. We’re increasingly seeing financial services clients migrate their voice infrastructure to Teams – but as they modernise, compliance can’t be
Blog 19 August, 2026 WhatsApp Compliance in Financial Services WhatsApp compliance in financial services: why a ban is no longer enough For years, the standard answer to WhatsApp in regulated firms was simple: ban it. Write a policy prohibiting business communication on personal messaging apps, ask staff to sign it, and move on. That approach has now failed publicly, repeatedly and expensively. In 2024,
Blog 18 August, 2026 MiFID II Call Recording Requirements in 2026 MiFID II call recording in 2026: from sampled playback to full surveillance When the Markets in Financial Instruments Directive II came into force in 2018, most firms treated the recording obligation as a technology procurement exercise. Buy a recording platform, switch it on for the trading floor, tick the box. Nearly a decade on, recording
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,