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 financial services industry in the last few years, has faced a formidable set of regulatory challenges, both operational and strategic, with major regulatory implementation deadlines such as MiFID II and GDPR. In their ‘Regulatory Trends Outlook for 2018’ report, Deloitte highlighted the hodgepodge of systems, platforms and software, most of which being legacy infrastructure, as one of the key challenges for financial institutions. This remains relevant for 2019 and also for 2020. With a strong focus on digital transformation across...
How to keep your employees fully operational from home during the Coronavirus outbreak The recent global challenge surrounding Coronavirus is adding pressure on organisations to remain operational whilst safeguarding their employee’s welfare. The outbreak in the UK has highlighted the need for all organisations to introduce additional systems and processes around contingency planning, which previously were not such a high priority. Rapidly deployable solutions to support remote working: Route Communications To Employees Regardless of Location OPEX Enterprise allows organisations to...
As for any organisation, employees are a Public Sector organisation’s biggest asset, but they are also their biggest fixed cost. Service does not stop at specific hours and unexpected peaks in demand can arise at anytime making overtime in the Public Sector a common occurrence. However, if not managed adequately, it can have a serious impact on operational costs as well as jeopardise employee morale and quality of work. Being able to effectively optimise the workforce can deliver visible cost...
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)...
One of the most challenging issues is the ability to archive, store and replay back your telephony and turret recordings. Sound familiar? The good news is that there are solutions available to help support you when accessing calls from both current and legacy systems. Significant time savings Retrieve your calls quickly and easily when needed. Protect previous investments You won’t have to throw out your old legacy recorders. Our solutions can give you the option of accessing calls...
'Extract from Royal AirForce 'Provost Parade' Newsletter Issue 1:2013' The iconic image of tape recorders in RAF Police interview rooms are soon to be resigned to the history books as the Force embraces the technology that is Digital Audio Visual Interview Equipment or commonly referred to as ‘Digital AV’. Gone are cassettes, replaced by: Touch screen technology Instant, encrypted digital recording and DVD playback Bulletproof portable interview equipment. Historically, audio tape recording of interviews was introduced in 1986 as part of the Police...
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...
ERLANG A WITHIN WORKFORCE MANAGEMENT MAY HAVE THE ANSWER 'Original article taken from Response Source March 2019.' Erlang C has been a WFM firm favourite for decades. Now there is an alternative. Rebecca Philp at Telelopti explains the differences and five advantages of Erlang A. For many years, contact centers have used the Erlang staffing calculator to forecast how many agents they require to meet agreed service levels. Calculations are based on two mathematical formulae: Erlang C and Erlang A. Paradoxically, Erlang...
What is the Cloud? We all know the tech industry love their buzzwords. We’ve heard them a thousand times: ‘Big Data’, ‘Machine Learning’ and of course the big one: ‘The Cloud’. But when it comes to ‘the Cloud’, what exactly does this mean? Put simply, the cloud refers to software and services that run on the Internet (instead of locally on your site). Examples of consumer cloud services are Netflix, Dropbox and Gmail. Example of B2B cloud services are Salesforce,...
What is Real-Time Customer Feedback? Customer feedback is not a new concept and can be achieved in a variety of ways to find out what users think about a particular organisation, product, service or brand. For in-depth research and studies, companies have used surveys, consumer research and mystery shopping type services in the past. The problem with these approaches are that they typically only provide insights and feedback days, weeks or even months after an interaction has taken place and not...
Failing to comply with compliance regulations does not just affect the reputation of a business, which can lead to loss of profit and market share; it personally affects those in charge of the business. In a world where super-size fines no longer shock or deter bad practices, regulators have moved on to using a wider range of measures to ensure compliant behaviour from both firms and individuals. “We are in an era of greater individual accountability. It is now widely...
How to record telephone calls There are various different options to consider when deciding how to record telephone calls. Factors to take into account include: How many telephones or channels do you want to record? Do you need to record mobile phones? What is the purpose of the recording (dispute resolution, fact verification, customer service, training, compliance, for example)? How long do you want to store and retain the recordings for? What may be appropriate for an individual, one-off need...