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.
Call Quality Monitoring is a call centre software solution and is used in many contact centres to help boost customer satisfaction. They are also used to help identify areas for agent training, and therefore improvement. A Call Centre Quality Monitoring program is when an organisation listens to and evaluates customer interactions. The main goal behind this is to improve call handling, call scripts and customer service. QM can also improve average handle time (AHT) within the contact centre. Why is...
Our latest webinar, ‘Top Tips for Combating Challenges in The Contact Centre’ was packed with an array of knowledge, best practice techniques and even a very good list of suggestions on what to watch next on Netflix, thanks to our audience contributions! (Tiger King it is then!). To catch this webinar on-demand, check out this link:Top Tips for Combatting Challenges In The Contact Centre During COVID-19 Here are the top takeaways from the day: Demand V Customer Service COVID-19 has...
This year, we have teamed up once again with The Forum to find out if and how contact centres in the UK have improved in streamlining their Quality Monitoring. With the help of our expert ‘Quality Management and Training consultant’ - Brent Bischoff, we’ve handpicked a selection of some of the most interesting results drawn from our annual survey – ‘The State of Quality Monitoring – 2017'. The most surprising result from this graph is that contact centres are failing...
Our latest webinar, Bringing Quality Monitoring into the heart of the Contact Center, was packed with an array of knowledge and best practice techniques on the topic of quality monitoring (QM). On the back of this, here is a bite-sized version of the most valuable takeaways from the day. Refining the QM Performance Cycle Step 1: Analyse/Evaluate The QM performance cycle is something most contact centers will be familiar with. However, most contact centers are failing at step 1. According...
When trying to meet and improve service level agreements, reviewing agents’ performance and providing adequate agent training is imperative for success. Unfortunately, making time for training doesn’t always seem possible. Contact centers are notorious for being extremely busy and agent time is closely monitored to ensure that customers’ calls are promptly answered. There are a few things that you can start implementing immediately to help meet training needs while investing less time and effort and improving your outcomes... The rest...
Business Systems’ partner NICE has recently released NICE Quality Central, a new quality management solution that incorporates all types of customer interaction data, drawn from any source, into a holistic and comprehensive evaluation process. This enables organizations to increase employee engagement, improve process efficiency, and deliver a superior customer experience. NICE Quality Central is the only recording-agnostic, enterprise-scale solution of its kind in the market. Based on NICE’s deep expertise in quality management, the new solution has been proven to: Reduce...
Real-time feedback is used primarily by contact centres and is the ability to monitor conversations in real-time and intervene where necessary to improve the outcome –whether it is preventing an issue from escalating, taking advantage of a cross-selling opportunity, or simply advising an agent on a specific topic, process or tool. To understand if this technology has been seamlessly embedded in the daily operation of contact centres and what its benefits and drawbacks are as experienced by those that use...
Leaders in customer service are well aware that every customer contact can impact their contact centres bottom line. It is for this simple yet important reason that call quality is increasingly highlighted and monitored within contact centres. Today’s Quality Monitoring (QM) programs however, do not come without their faults, where some of the processes and corresponding functionalities to support these incentives are often outdated. In a market that is rapidly changing due to increased customer expectations, Speech and or Interaction...
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...
It is Part 3 of The Insider’s Guide to Live & Legacy Call Recording and we would like you to meet Anna, a Control Centre Manager who works within the Emergency Services sector. Meet Anna Anna is the Control Centre Manager of an ambulance service control team. Her responsibility is to oversee the team of call handlers (often also known as medical dispatchers) and ensure that all incoming calls are handled to the expected high standard. In this series Anna...
Call quality monitoring (QM) has become common practice in almost all UK contact centres, with agents’ calls being monitored and evaluated by their supervisors or quality specialists. But is your contact centre receiving real value from your quality monitoring programme? With this blog post we aim to offer a few tips on how to do get the most out of your quality monitoring efforts and deliver results. Quality monitoring processes and consistency: Big problems can arise when it comes to...
What is Quality Monitoring in the contact centre? Call monitoring in the contact centre is the process of listening to live or previously recorded calls in order to: Audit the performance of agentsimprove the service provideddevelop sales or support strategies Call monitoring allows managers and team leaders to identify problems as quickly as possible, maintain quality standards and improve agent and overall call centre performance. Call Quality Monitoring technology, is call centre software which allows you to go one step...