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...
Alex Coxon discovers on behalf of the Professional Planning Forum how speech analytics has the potential to change how contact centres manage agent performance. Speech analytics is finally coming of age, as the hype is superseded by pioneering applications. The message is clear: speech analytics gives organisations the ability to automatically interrogate thousands of call recordings, which otherwise get overlooked. It can uncover problems such as excessive hand-offs from one department to another, while also highlighting potential flash-points such as...
What is Speech Analytics? Speech Analytics is the process of analysing recorded audio from phone calls to help you spot trends and patterns within customer interactions. This function can also be extended across other customer contact channels including social media, email, text and web chat. Speech analytics can be used as a plug in or add on technology in addition to a call recording system, helping you make the most out of deciphering customer interactions and unlocking valuable business insight....
The business sense of Speech Analytics for Debt Collection Effective debt collection is a strenuous balancing act having to meet several, often competing, goals at once: hitting revenue targets, ensuring promises are kept and controlling delinquency roll rates, while preserving the relationship of the debtor with the creditor, and all that tailored for different products and clients. Also, let’s not forget the productivity KPIs that run in parallel, for example average calls handled per agent or average call duration. If...
Speech Analytics (term used to also cover Interaction* and Real-Time** Analytics for the purposes of this article) in the contact centre is by no means a new concept. Analytics is call centre software that organisations have been implementing and considering for a while now. However, many organisations may struggle to embed this technology into their culture and workflow processes. So why has the uptake been so slow? Here is another interesting statistic - according to Smart Customer Service, 43% of...
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...