Air Products Healthcare is a division of one of the largest industrial and medical gases companies in the world. Today, Air Products is the largest provider of the NHS Home Oxygen Service, looking after all the Home Oxygen needs of over 47,000 patients in the UK, operating across the North West, Yorkshire & Humberside, East Midlands, West Midlands, Wales and North London. Based in Crewe, Cheshire, the Air Products call centre is staffed by over 40 advisors who take inbound calls from patients and clinicians requesting oxygen cylinder refills, help with their equipment and general advice. Outbound calls may be made should an issue arise with regard to delivery. Air Products understood that implementing call recording as a new operational tool within their call centre required an all-encompassing solution and selected Business Systems for the task. The key criteria of the project being: application objectives, system specification, project implementation and on-going service delivery. Accuracy and skill required by an advisor is essential when working within the call centre. The VocalMaxPro provided by Business Systems was found to meet the needs of Air Products. The VocalMaxPro records all inbound and outbound calls; its design is single-server which minimises points of failure and it provides failsafe recording ensuring that every interaction is automatically backed-up. Detailed call information can be extracted quickly and easily ensuring advisors can retrieve the data they need, when they need it. The call centre operates 24 hours a day, 7 days a week and handles over 44,000 calls per month. Air Products opted for Business Systems’ platinum support package, which is tailored exactly to their requirements. This gives them access to a full out-of-hours support team consisting of an Engineer, Technical Specialist and Duty Manager plus a full system health check visit every month. Sara Dawes, Contact Centre Manager at Air Products commented: ‘The customised product and service package from Business Systems has been excellent. On the very few occasions where we experienced problems, the support and response times have been excellent, we can’t fault the service’. The VocalMaxPro has also been a valuable tool for training and coaching Air Products’ advisors. It is evident from the way that the organisation is using the call recording system that they have put patient care at the top of their priorities. Written by: Business Systems UK
Blog 28 August, 2025 What is Conversational AI? A Beginner’s Guide to Smarter CX In today’s fast-paced digital landscape, businesses are under increasing pressure to deliver seamless and efficient customer experiences (CX). Customers expect quick responses, personalised interactions, and 24/7 availability. This is where Conversational AI comes in. By leveraging artificial intelligence (AI) and natural language processing (NLP), Conversational AI enhances customer service, automates interactions, and significantly improves operational
Blog 23 July, 2025 Mike Wardell Appointed Executive Chairman We are pleased to announce that Mike Wardell, former CEO of Business Systems Ltd, has transitioned to the role of Executive Chairman of both Business Systems and Wordwatch. This strategic move marks a significant milestone for both brands as they continue to strengthen their market-leading positions in customer contact solutions and communications governance and archiving.
Blog 16 July, 2025 Unlocking the Power of Conversation: How Interaction Analytics Is Reshaping Contact Centre Workforce Planning Contact centres are no longer just cost centres – they’re goldmines of actionable insight. And in 2025, forward-thinking customer contact leaders are discovering that the most untapped resource in their operations isn’t in headcount or tech—it’s the conversations they’re already having. Welcome to the era of interaction analytics. With the power to transform how you
Blog 8 July, 2025 From Hype to Impact: AI Strategies for Maximum ROI AI is revolutionising customer contact – but for many contact centres, the results aren’t matching the promise. Despite a surge in experimentation, too many organisations find themselves in “pilot paralysis”: high on potential, low on return. Contact centres need to adopt AI, but many are hitting the same wall: inconsistent ROI. Why? Because not all
Blog 3 June, 2025 Why Workforce Engagement is Key to Retaining Contact Centre Agents Call of Duty: Why Engaged Agents Stay in Contact Centres One repeat challenge our consultants see when we partner with new organisations is Agent retention. With increasing customer expectations, hybrid working models, and AI-driven efficiencies reshaping the contact centre industry, there is always an ongoing pressure for organisations to keep agents engaged and motivated in
Blog 15 May, 2025 How OpenAI’s o3 and o4 Mini Models are a major step forward in Conversational AI for Contact Centres The release of OpenAI’s latest large language models – o3 and o4 mini – represents a major step forward in the evolution of enterprise-grade AI for customer service. These new models are purpose-built to handle complexity, improve reasoning, and scale automation without compromising control or compliance. For contact centres looking to enhance customer experiences and
Blog 1 April, 2025 AI Agents in Contact Centres: Are You Ready for the Future? The Future of Customer Service is Here The contact centre industry is undergoing a significant transformation. Rising customer expectations, increasing operational costs, and workforce shortages are putting immense pressure on businesses to deliver seamless customer experiences while maintaining profitability. The companies that embrace AI agents today are the industry leaders of tomorrow – those that
Blog 10 February, 2025 What is Agentic AI and Why Does It Matter to You? Agentic AI is transforming contact centres by enabling systems to act autonomously, adapt to new situations, and proactively achieve goals – much like a human agent. But how does it differ from traditional automation, and why should contact centre leaders take notice? What is Agentic AI? Unlike rule-based automation, Agentic AI makes independent decisions, learns