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.
Empower agents when it matters most with intelligent, real-time support to improve outcomes and reduce handling times.
Improve outcomes with dynamic, real-time guidance.
Keyword detection
Detects keywords, sentiment, and intent during live calls
Contextual tips
Provides contextual prompts and escalation recommendations
Escalation cues
Supports agent decision-making under pressure
Higher FCR
Reduces AHT and increases First Contact Resolution (FCR)
Identify and support vulnerable customers in real time.
Sentiment analysis
Monitors tone, pace, and speech patterns to detect distress
Supervisor alerts
Automatically flags potential vulnerability to agents and supervisors
Vulnerability detection
Aligns with FCA and Ofgem requirements for vulnerable customer identification
Better outcomes
Enables prompt intervention and tailored care
Ensure every interaction meets internal and regulatory standards.
Avoid breaches
Detects missing disclosures, confirmations, or protocol breaches
Script guidance
Prompts agents to stay aligned with FCA, PCI DSS, GDPR, and Ofgem frameworks
Audit ready transcripts
Reduces compliance risk with audit-ready transcripts and logs
Reduced risk
Improves consistency across teams and shifts
Accelerate agent development with live and post-call insights.
Live coaching
Flags missed empathy cues and script deviations in real-time
Supervisor intervention alerts
Alerts supervisors to opportunities for coaching or intervention
Post-call summaries
Delivers post-call summaries to support tailored training
Faster onboarding
Enhances quality monitoring and accelerates onboarding
Agents deliver faster, safer resolutions.
Eliminate hesitation and rework.
Solve issues first time.
Protect vulnerable customers.
Evidence every interaction.
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 experts today to discover how Real-time interaction guidance can help your agents perform with confidence, meet regulatory standards, and provide better care for vulnerable customers.
RTIG is a voice AI tool that listens to live calls, analyses speech patterns, and provides on-screen prompts to agents—helping them stay compliant, resolve queries faster, and support customers more effectively.
Yes. RTIG detects vocal stress, confusion, or signs of vulnerability and alerts agents and supervisors to act. It also ensures scripts and safeguarding steps are followed consistently, in line with FCA and Ofgem guidance.
Absolutely. RTIG works seamlessly with your CCaaS solution, CRM, call recording platform and quality assurance tools.
Yes. RTIG supports compliance across financial services, utilities, healthcare, and more—with specific alignment to FCA, PCI DSS, GDPR, and Ofgem standards.
Yes. Supervisors can track sentiment, receive alerts, and view agent guidance prompts in real-time—enabling live coaching and risk management.
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.