AI & automation
Effortlessly scale, reduce inbound demand and automate routine tasks with conversational AI and intelligent automation.
CX management
Deliver seamless, omnichannel customer journeys with scaleable cloud platforms and integrated tools.
Monitoring and compliance
Record, archive and govern all communications securely to ensure compliance and reduce risk.
Workforce management
Forecast accurately, schedule efficiently and empower teams with real-time performance insights.
Conversational AI solutions
Empower your contact centre with Agentic AI. Deliver seamless, natural conversations across voice and digital channels, cut costs through large-scale automation, and provide always-on, scalable self-service.
Real-time interaction guidance
Support agents in the moment with live AI insights. From sentiment analysis and context-aware recommendations to compliance support, empower colleagues to deliver better outcomes in every interaction.
Proactive engagement
Engage customers at the right moment with AI-powered automation. Reduce inbound demand with intelligent outbound notifications, personalise journeys with smart segmentation, and increase self-service adoption.
CCaaS solutions
Modernise your contact centre with flexible, cloud-native platforms that scale with demand and customer expectations. Ensure agility, faster deployments, and seamless integration - while reducing costs and improving service quality
Compliant call recording software
Capture and secure every interaction with tamper-proof, FCA, MiFID II, PCI DSS and GDPR-compliant call recording. Ensure audit-readiness with real-time monitoring, automated policies, and rapid retrieval.
Communications governance & archiving
Eliminate risk with a single, centralised platform for all records. Ensure regulatory assurance with verified chain-of-custody, automated retention policies, and fast, scalable search.
Interview recording
Accurately capture investigative and evidential conversations with secure, tamper-evident recordings. Deploy across custody suites, mobile, or remote settings, fully integrated with case management systems.
Workforce management software
Ensure the right people are in the right place at the right time. AI-powered forecasting, real-time scheduling, and shift automation help you optimise resources and manage demand fluctuations efficiently.
Performance management software
Boost agent engagement and performance with real-time KPI tracking, automated coaching, and personalised learning dashboards. Drive continuous improvement at scale.
Interaction analytics
Unlock insights from every customer interaction with AI-powered analytics. Detect sentiment, spot compliance risks, and support agent coaching with real-time intelligence.
Blue Light
Ensure evidential integrity and resilience with secure, compliant communication for blue light.
Financial Services
Strengthen compliance, efficiency, and CX with tailored financial communication solutions.
Government
Modernise public sector services with secure, compliant, citizen-focused communication solutions.
Utilities
Optimise customer service and resilience with AI-driven communication for utilities.
Retail
Deliver seamless, omnichannel retail experiences while reducing costs with smart automation.
Housing
Transform housing services with automation and AI, supporting tenants and reducing costs.
Travel & Leisure
Enhance customer journeys with scalable, secure, and personalised travel communication solutions.
Supporting Leeds Building Society with Colleague Engagement
With a busy contact centre managing on average one million interactions every year, a growing workforce, and a commitment to maintaining a positive customer experience, the team identified a need to implement a robust system to manage team rotas, while…
Experian® drive business change and customer retention with Analytics
Prior to implementing speech analytics, business insight was derived from the telephony and IVR systems as well as anecdotal information shared by agents. It was evident to Experian that better technology could deliver these results faster and more effectively.
Interaction Analytics – Driving Service Excellence
The bank identified that they didn’t have sufficient visibility and insight into their calls. Although they could obtain information from their agents, they felt they were lacking in data regarding the customer experience.
Optimise performance, track KPIs, and drive growth with intelligent enterprise performance management software.
Access the data that matters – live and in context.
Monitor metrics in real time
Monitor core metrics like AHT, FCR, adherence and CSAT in real time
Track goals
Track team and individual progress against custom goals
Slippage alerts
Set alerts for underperformance or threshold breaches
Shared dashboards
Use dashboards to share performance insights across teams
Put performance ownership in the hands of your agents.
Personal dashboards
Personalised dashboards showing daily, weekly and monthly performance
Leadboards
Visual goal tracking and gamified leaderboards
Self-improvement and recognition
Empower agents to spot improvement areas and celebrate wins
Improved agent engagment
Increase engagement, accountability, and transparency
Turn performance data into development plans.
Skill gap detection
Identify skill gaps based on real-time and historical data
Targeted training
Recommend targeted training based on performance trends
Coaching session capture
Capture coaching sessions and link them to outcome improvements
Faster onboarding
Accelerate onboarding and promote consistency across teams
Make performance insights part of your broader CX and operational strategy.
Remove silos across tools
Connect with workforce management, QA, and interaction analytics platforms
Scheduling alignment
Align coaching and scheduling with real-time demand and trends
CX linkage
Ensure consistent, data-driven improvement across all contact centre functions
Simplified reporting
Eliminate data silos and simplify reporting
Visibility that drives better outcomes.
Fix dips quickly.
Lift CSAT and resolution.
Recognise and reward.
Make goals meaningful.
We partner with the world’s leading technology providers, ensuring unbiased recommendations tailored to your needs.
With decades of industry experience and expertise, we deliver measurable ROI and transformational results.
We align every solution with your business objectives, ensuring a seamless experience.
Our solutions are built to meet the highest regulatory standards.
Speak to our specialists today and discover how Business Systems’ performance management software can help you unlock team potential, strengthen CX outcomes, and create a high-performing, motivated contact centre.
Performance management refers to the processes and tools used to monitor, evaluate and improve employee and team performance in line with business objectives.
Enterprise performance management software improves visibility into team performance, supports coaching and development, enhances accountability, and helps align daily activities with strategic business goals.
Yes. Our solution integrates seamlessly with workforce engagement, CRM, QA, and analytics platforms to provide a unified view of operational performance.
Absolutely. Our platform is scalable, secure, and customisable—supporting organisations of all sizes across multiple sites and departments.
Ready to enhance efficiency, drive customer satisfaction, and future-proof your operations?
Get in touch with our expert consultants to discover how Business Systems can help your organisation thrive.