Hosted Telephony

[Updated Dec 2019]Contact Centre Managers can face a real challenge when it comes to them trying to reduce cost in the contact centre. To make the most out of every customer interaction requires a balance of productivity, quality and efficiency in day to day operations. Here are our top 5 technologies that can help reduce cost in the contact centre without compromising quality in 2020: 1. Reduce Cost in the Contact Centre with Workforce Management Workforce Management (WFM) technology allows...

Equiniti and Dekra secured their spot within two hotly contested award categories Winners will be announced during the Awards Dinner in London on November 21, 2016 Business Systems (UK) Ltd today announced that two of its customers, leading business process services provider Equiniti, and business performance optimisation specialist Dekra, have been selected as finalists in the European Contact Centre and Customer Service Awards (ECCCSA) competition. Equiniti and Dekra were awarded finalist positions in the ‘Best Deployment of Customer Insight’ and...

With 6.5 million carers across Great Britain, charity organisation Carers UK was set up nearly 50 years ago to offer support to unpaid carers looking after family or friends. Providing a telephone advice line to help sustain carers with emotional support and guidance, they recently appointed 10 home-based volunteers to complement the 2 office based advisors who collectively handle over 100 calls a day. Carers UK identified a need for call recording to support this pilot ‘volunteer project’ and when...

Picture this, you’ve just attended an offsite client meeting and now you receive an urgent message to set up a conference call for a key account and other multiple parties later that day – what do you do? Hey, it’s a mobile world so where’s the problem? This is exactly why OPEX Conference Hosting was designed – to allow you to handle these situations in your stride and not raise a sweat. With OPEX Conference Hosting you can create your...

Not a problem our rental, leasing and managed service arrangements ensure that customers can access the latest technology without having to pay all the costs to upgrade your call recorder upfront. As an independent supplier, we understand that during harsh economic times, flexibility and budgeting is everything. We provide short and long term hire of call recording or quality monitoring systems available on monthly or quarterly plans ranging from 8 to 1000’s of channels. So how does it work? If...

Robust security combined with an intuitive web interface and a ‘pay as you use’ cost structure is what every financial institution can now expect from a hosted call recording platform. This is perhaps why leading city based professional services companies are now putting their faith in the cloud, and more specifically the OPEX Hosting Call Craft platform. What is Call Craft? Developed by OPEX Hosting, Business System’s sister company, Call Craft is a hosted self-service platform helping companies to manage...

OPEX Hosting, was acquired by Business Systems in 2006 with the aim of providing an alternative ‘hosted’ delivery method of telephony services. During that time OPEX has grown significantly and now provides call recording solutions to over 45% of the UK’s Out of Hours (OOH) service providers, who supply GP services during weekends and evenings. According to Andy Mahoney, Healthcare Manager – Call Craft at OPEX Hosting - “In the last year, we have seen a tremendous growth in the...

Moveme.com take the stress out of house moves by providing a concierge service which assists people with planning and organising the move, getting local removal quotes, transferring utilities and providing price comparisons for home services. Moveme.com generate leads through strategic affiliations with companies like Royal Mail who know when people are scheduled to move. To optimise their outbound customer contact process, Moveme.com appointed OPEX Hosting to provide telecoms functions for preview dialling, call recording and Aeriandi’s Liquid scripting tool. Liquid...

Hosted tools like Campaign Management & Process Control at the desk top are a source of much interest in the contact centre world right now for both inbound and outbound operations and here’s why... Contact Centres today need to have fluid processes in place to ensure they constantly provide the right performance levels, as failure to do so can quickly see costs rise and profits drop. Having the right process in place and keeping it current is key to good...

Sick and tired of forecasted doom? … We certainly are and so we thought we would highlight the voice technology which is attracting the smart money, because this is the mainstay of the leaner business, it increases productivity, uses less staff and reduces costs. In call recording we are seeing significant changes in the two big market sectors of call centre applications and financial trading floors. By far the biggest movement can be seen in the use of speech analytics....

With the recent swine flu outbreak, we have had the privilege of being forewarned about a very probable flu pandemic later this year, going on into 2010. If you haven’t thought ahead and made some plans, you are quite likely to end up in a difficult situation in the coming months.. Scenario: H1N1 becomes more virulent People start dying Department of Health advice is to stay at home and not go to crowded places (like contact centres!) This could last...

TTL Automotive are specialist advisors to the automotive industry, delivering a number of performance improvement programmes to customers including Honda, SAAB, Renault and Fiat Group, TTL are committed to adding value to their customers’ bottom line by deploying technology solutions designed to increase sales conversion, whilst up-skilling customers’ sales teams. To achieve this TTL Automotive have invested in OPEX Hosting’s Call Craft platform. This technology platform provides them with a hosted call recording application and state-of-the-art reporting suite accessible via...