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.
With £1.9 billion paid in compensations during the 2nd half of 2016, and pension annuities about to become the new PPI, artificial intelligence and analytics may be one of the best investments an insurance company can make. Business Systems' Will Davenport explains why. Why is the issue of annuities such a major concern for Insurance companies? On May 26th 2017 the FCA published a policy statement on information prompts in the annuity market to address the continuing concerns around the mis-selling...
Evolving regulatory requirements are creating complex challenges for financial institutions around the globe. Regulations such as Market Abuse Regulation (MAR), Code of Conduct, Dodd-Frank, and MiFID II, mandate organisations to ensure rapid trade reconstruction which in some cases needs to be turned around within 72 hours. Due to multi-channel communications, trade reconstruction is an operational challenge that most financial firms, regardless of size, experience. Traders now have multiple communication channels when communicating with customers such as voice calls (at a...
Originally taken from our contribution on Bobsguide Contracts, compliance, policies, bookkeeping - financial services has always been a sector burdened by a lot of administration, a lot of paperwork. Even as the industry has moved from literally recording and documenting everything on paper to digital systems, and from face-to-face service to contact centres and online, the fundamentals have remained the same. It might nowadays be via the click of a mouse or field entry into a database, but a huge chunk...
Original article taken from FStech magazine Garth Hinkel, Head of Technical Services at Business Systems outlines to FStech the main applications of RPA within financial institutions. Robotic Process Automation or RPA has become the new technologically driven revolution and, as with all revolutions, it has its supporters and its critics. From major IT companies to large consultancies, they are all experimenting on new ways that Robotic Process Automation will help transform high volume, resource intensive processes that are repetitive and manual. Supporters...
The business case of Robotic Process Automation in Councils From applying for a parking permit or a licence, to keeping a wild animal and renewing library books, Councils represent a major service hub of local government. In fact Councils across the UK offer more than 100 different services managed and delivered by over a million employees (not including the ever increasing outsourcing contractors). As expected most of those services depend on set processes, some simple (such as change of address)...