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.
Gambling is one of the most scrutinised sectors as large amounts of money are being moved daily. New data released by the UK Gambling Commission reveals that the gambling industry has never been healthier, with Britons spending over £3.6 billion on online gambling, £3.3 billion on the National Lottery and £3.2 billion in betting shops. Online or remote gambling has gained tremendous traction over the past decade, with advanced platforms, intuitive user interfaces and advanced self-serve capabilities. Still, the phone...
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...
Business Systems’ Tim Thurston explains the challenges Financial Institutions face with recording voice for MiFID II compliance. MiFID II specifies that telephone conversations and electronic communications intended to result in transactions need to be recorded. Why do financial institutions and compliance officers struggle with voice, ie telephone conversations, when it comes to trade reconstruction? What MiFID and MAR want is a fairer, safer and more efficient market. They want to provide greater transparency and stronger investment protection because of market...
WhatsApp is just one of the numerous mobile communication apps available and currently being used by traders, broker-dealers, investment and financial advisors, and many more in the financial sector. While using WhatsApp is highly convenient and effective for employees, the platform can cause severe compliance and security breaches for financial firms who are already dealing with other complex mandates from FINRA, SEC, IIROC, FCA, and MiFID II to record voice calls and archive text messages. How can financial firms meet...
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...
Which Call Quality Monitoring Solution is best for you? In your contact centre, you may be performing some type of quality monitoring (QM) or coaching of agent calls but not invested in a quality monitoring software solution yet. Without using QM software this process typically involves using manual evaluation forms and provides little reporting and statistical analysis. Investing in call centre software, such as Quality Monitoring, can greatly improve the efficiency of agent monitoring and can help your business easily...
Insurance Sector: An industry ripe for Interaction Analytics Transparency, Fairness, Competition. These are the 3 predominant forces that are shaping the increasingly competitive landscape of the insurance sector in the UK. Regulatory bodies like the Prudential Regulation Authority (PRA), the Competition and Markets Authority (CMA) and the Financial Conduct Authority (FCA) are making sure that these elements are being observed by both the established ‘high street’ Insurers as well as the increasing number of new entrants. So today, within this...
Introduction to Gamification Gamification is not a new concept. We’ve seen it used in various guises over the years, from sales teams recording the number of sales made and posting them for team members to see, to insurance companies gamifying the customer experience to build loyalty, Vitality being the perfect example with its point reward systems that rewards customers for staying active and healthy. Gamification is particularly effective for engaging employees carrying out high volume and repetitive tasks, making it the perfect...
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,...
'Original article and picture taken from the FStech website June 2016.' Workforce Management within the financial services sector - is there real value to be gained? Whether we are talking about a financial institution’s branch network or contact centre, both channels are still central in the delivery of personalised customer service, and indeed they are both people-intensive. Managing, however, a workforce of hundreds or thousands of employees with different skills across different locations can be a complex balancing act between the demands...
Workforce management (WFM) software helps organisations, in particular contact centres, with resource planning by automating the process of forecasting and scheduling when and which staff should be working, in order to operate efficiently, cost effectively and within acceptable service levels. This in turn, will help boost the customer experience (CX). Its main purpose is to help calculate the number of agents or staff with the necessary skill sets needed at particular times of the day to manage customer interactions optimally...
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...