As a contact centre solutions company ‘seizing the opportunity’ is at the heart of Carpeo’s business strategy and this is just what they have done by connecting to the latest in-network services hosted by OPEX for hosted call recording and much more. Working closely with OPEX Hosting the sister company to Business Systems, Carpeo implemented three powerful in-network applications with zero capital expenditure and was able to dynamically scale their usage and revenue costs based on their business demands. The end-to-end solution incorporates; call recording, dialling and the tPoint CRM script and workflow engine, all of which are hosted in the network. These are VoIP applications but fully backwards compatible to TDM telephony so that companies can use their existing telephone systems and still take advantage of these new services. Carpeo’s decision to use these services was based on adding value and efficiency into the business processes. The dialling application has preview, power and predictive capability but most importantly is OFCOM compliant. These facilities ensure that Carpeo can focus more on the business of engaging with the customer, and is now typically achieving a talk-time of 75% or higher. The hosted technology model adds a great deal of flexibility as usage can be expanded or contracted as required. Also, with self-service facilities in the tPoint CRM package, tasks like campaign scripting can be handled in-house and changes made on the fly. Hosted solutions are not new but the security and resilience of today’s platforms makes this technology appealing to many more businesses, to the extent that even major high street banks are signing up to the hosted model. The OPEX model delivers these applications on a pay-for-use service, module by module; all of which adds up to customers like Carpeo, being confident that the technology they use delivers the efficiencies they need to be competitive. Gary Hitching, Managing Director at Carpeo adds “Carpeo utilises OPEX hosted services because each module seamlessly integrates to the next, giving us a unified platform for campaign management. Virtual contact centre technology is positioned firmly at the heart of our business. Written by: Business Systems UK
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Blog 5 December, 2025 The clock is ticking: Why end-of-life recording systems are a critical compliance risk Outdated recording technology isn’t just an inconvenience, it’s a ticking time bomb for regulated firms.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