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.
In the past few years, it has become clear that financial regulators are upping their game in battling market abuse. In putting together a strategy to encompass all the different regulatory requirements many of which admittedly revolve around ensuring appropriate professional behaviours, face-to-face meetings should not be left out of the equation. After all some of the most important communications are taking place face-to-face. Although at the moment the FCA and MiFID II do not explicitly require the voice recording...
The whole drive around PCI compliance is focused at stopping fraud most of which starts from within an organisation and this along with employee theft accounts for just over £1 billion in losses to the UK. Preventing fraud is one part of the equation but so too is dealing with it when it happens, this normally starts with the suspicion of specific individuals and a subsequent investigation process. Investigative interviewing is a delicate area and professionals in this space use...
Mention ‘interview recording’ to most people and the image conjured up is an episode of ‘New Tricks’, a hapless soul in a dingy room with 2 detectives and a cassette recorder straight out of 1986 – but it doesn’t need to be that way, especially in the big, bright business world. In 2013 we have a better recipe:- take a liberal helping of interview recording applications, mix in thoroughly with good quality data centres and then serve up as a...
[Last updated: August 2016] Once the exclusive domain of police stations and tribunals, the recording of specific interviews and meetings is now moving into the realm of normal business usage, very much for the protection of all parties and especially so when the relationship is between employee and employer. Following cutting edge development of recording technology for UK police forces, general business has been quick to realise the commercial benefits this technology can bring, in providing an accurate record of...
The National Policing Improvement Agency (NPIA) have announced that the Complete Online Digital Evidence System (CODES) developed by Business Systems and Damovo has been added to their national framework arrangement. CODES, a police interview recording solution, meets the needs of today’s police forces by being fully modular. Forces can quickly and easily replace existing recorders with a low cost digital solution, whilst having all of the capability of scaling up to a fully networked system for the handling of digital...
Developed exclusively for Police forces as the next generation of interview suite recording, the CODES system was previewed to a select group of officers at an invitation-only event in November. The system, developed jointly by Business Systems and Damovo received a warm response from officers as it was clear to all that the product design had taken into account the exact nature of the interviewing officer’s role. The system goes on general release in February. CODES, which stands for (Complete...