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.
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.
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.
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.
Workforce management software
Ensure the right people are in the right place at the right time. AI-powered forecasting, real-time scheduling, and shift automation help you optimise resources and manage demand fluctuations efficiently.
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.
Supporting Leeds Building Society with Colleague 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…
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.
Interaction Analytics – Driving Service Excellence
The bank identified that they didn’t have sufficient visibility and insight into their calls. Although they could obtain information from their agents, they felt they were lacking in data regarding the customer experience.
From industry insights to expert advice on Cloud Communications, Workforce Engagement Management and Monitoring and Compliance – you’ll find it all in our dedicated blog.
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 efficiency. This guide will help you understand what Conversational AI is, how it works, and why it is becoming essential for businesses looking to provide...
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. Mike has been instrumental in shaping the vision, scale and success of Business Systems over the past 18 months. Under his leadership, the company delivered...
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 forecast, schedule, coach, and understand your customer needs, interaction analytics is quickly becoming essential to Workforce Engagement Management. From identifying hidden demand drivers to optimising...
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 AI adoption strategies are created equal. Understanding where you are in your AI journey, having clarity about your end goal and choosing the right path...
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 their roles. High attrition rates continue to plague contact centres, leading to increased recruitment costs, operational disruptions, and a decline in customer service quality. Retaining...
From intelligent automation to workforce optimisation, our solutions are built to help organisations work faster, respond better & operate with.
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 operational efficiency through Conversational AI, the impact can be significant. At Business Systems, we help organisations integrate these LLMs to support smarter, more autonomous AI...
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 delay risk being left behind. 80% of contact centres plan to implement AI for interaction automation within the next two years, highlighting a significant shift...
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 from interactions, and anticipates needs. It personalises experiences at scale, optimises workflows, and proactively resolves customer issues. How Does Agentic AI Differ from Traditional Automation? ...
This event has now taken place. To access the on-demand recording of this webinar, please click this link. Do you assume your quiet customers are okay? Organisations often misinterpret customer silence as satisfaction, and in doing so accept the significant price of those assumptions. Quiet can mean disengaged, or unsatisfied, leading to churn, cancellations, and increased costs Customer expectations are evolving rapidly – increasingly demanding seamless and personalised interactions. Businesses must proactively keep consumers engaged in conversation and learn what...
As businesses strive to meet evolving customer expectations, the demand for efficient, scalable, and cost-effective solutions in contact centres has never been greater. The recent webinar on "5 Signs Your Contact Centre Should Go Digital First" sheds light on key indicators that your organisation might be ready for a digital-first approach. Here’s a breakdown of the signs and why they matter: 1. Rising Customer Churn Rates Customer churn can be a major red flag for any business. Whether due to...
Video: Conversational IVR for Healthcare https://vimeo.com/1026135713
The Forum / Business Systems – Seasonal Agility Webinar Managing the peaks and troughs of customer demand is all part and parcel of contact centre operations. It’s something contact centre managers and resource planners are adept at handling every day. Yet, when exceptional peaks and demands arise, strategic thinking and careful planning are essential to get it right. Seasonal fluctuations, unexpected surges, and even daily variances can strain resources, impacting both the customer experience and employee well-being. When demand isn't...
Are you ready to discover how the future of contact centres is evolving? Industry leaders Hamish Cliff (Head of Consultancy, Business Systems Ltd), Barry Webb (Senior Digital Strategist, Business Systems Ltd), and Laura Malinsky (Director of Solution Sales at NICE) recently came together in an insightful webinar to discuss the latest trends in customer experience (CX). From the rise of AI-driven efficiency to the importance of maintaining the human touch, these experts reveal the top five predictions around AI and...
The rapid rise of AI is reshaping the way businesses engage with customers, and the customer experience (CX) space is at the forefront of this transformation. Contact centres, traditionally seen as cost centres, are now becoming innovation hubs where AI is helping businesses to reduce costs, improve efficiency, and enhance both customer and employee satisfaction. Here we explore some of the key trends shaping the future of CX, based on insights shared during a recent webinar hosted by Business...
The recent $390 million SEC fines levied on 26 interdealer brokers and advisors for widespread record keeping failures serve as a stark reminder of the critical importance of maintaining, storing and preserving electronic communications. The financial industry is under intense scrutiny, and non-compliance leads to crippling penalties. The Growing Risk of Non-Compliance With the increasing reliance on digital communication, regulated financial institutions face a complex challenge in archiving and managing a vast array of electronic communications records. From emails and instant...
A new benchmarking report has been published by 1LoD, which offers a crucial glimpse into the state of voice surveillance within financial institutions. It’s an interesting survey that incorporates insights from over 30 leading global banks and offers an analysis of current practices that are in place around voice surveillance in financial institutions, as well as looking to what the future may hold. Let's unpack some of the reports key takeaways: 1. Dissatisfaction with Legacy Technology Legacy...
Many people today are facing challenging circumstances as a result of the cost of living crisis. Contact Centres serve as vital lifeline for many, especially vulnerable customers; be it utilities, healthcare, or housing, contact centres are often the first point of contact for those in need. But with great reliance comes great responsibility. How do we ensure that the services provided by agents are not only efficient but also sensitive to the needs of the vulnerable? Business Systems recently hosted a...