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.
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.
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.
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.
Calabrio Workforce Management (WFM)
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.
How Reed Wellbeing Transformed Diabetes Prevention with AI-Powered Proactive 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…
Supporting Leeds Building Society with Colleague Engagement
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.
The Insiders' Guide to Contact Centre PCI Compliance With PCI guidelines and explanations being in a constant state of flux, we wanted to put together a short guide to explain everything you may need to know about what being PCI DSS Compliant really means. PCI Compliance Explained The Payment Card Industry Data Security Standard (PCI DSS) is in its simplest form a set of requirements designed to ensure all companies that process, store or transmit payment card information, whether they are credit,...
With one of the UK’s largest Workforce Optimisation consultancy teams, we’ve installed and provided training for Workforce Management tools across a variety of industries including Banking, Public Sector, Telecommunications, Health Services and Transport - just to name to a few. Our experience has taught us that these industries all share a common factor - they will all experience various seasonal peaks and lows, dependant on certain variables, when it comes to their contact volumes and talk time. For example, one...
Cloud versus On-premise is a popular battle. With growing customer demands, businesses now have to optimise their existing IT infrastructures in order to deliver outstanding customer experience and survive in a competitive environment. A report from The State of Customer Experience 2017, showed that Cloud Contact Centres are substituting on-premise call centres, with 39% of Contact Centres in the UK migrating to the Cloud, and 57% planning to move within the next few years. If you have been considering moving...
We answer some questions posed by potential end-users of speech analytics technology as identified and highlighted in the Contact Babel 2014 Inner Guide to Customer Contact Analytics. Our customer base has many dialects and accents, as well as different languages. How does Speech Analytics handle this, and does word and phrase recognition improve over time? Accents are catered for via the use of language packs, these provide a pronunciation model which helps with accents and dialects through rules which identify the...