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.
Rapid advancements in technology are redefining the ways in which customers and organisations interact. This infographic explores seven digital CX trends in the contact centre for 2024, that present opportunities to enhance customer experience. The Importance of Digital Conversations - 94% of consumers are frustrated by disjointed encounters with organisations. Messaging as a Primary Service Channel - 70% of UK consumers feel more connected to businesses they can message. Service Simplification Increased Personalisation - 78% of consumers express an intention...
In the early 2000s when automation first started gaining momentum, call centres businesses saw it as an opportunity to reduce costs and improve agent efficiency and less about improving customer experience. However, this business logic has changed over the years as businesses now deem customer experience as the most important reason for investing in call centre automation. The change of mindset has been a result of two megatrends that have reshaped the business world for good. Firstly the widespread adoption...
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...
Many organisations are turning to Artificial Intelligence (AI) to improve the customer experience. We’ve all heard about AI and what it could potentially do. But do we really know how it would work in real-life? Here are the top 5 ways you could be using Artificial intelligence in your contact centre. 1.Managing Big Data Contact centres accumulate vast amounts of customer data over time. Customers are aware of this and expect improved customer service in return. One of the common...
Computers have always been ultimately about automating repetitive human tasks, be that on the shop floor or the back office. And it’s a trend that has got a new, robotic face in the form of something called Robotic Process Automation (RPA), demand for which is set to hit $1.3 billion this year. There’s an unquestioned bottom-line benefit in replacing staff with a robot worker when it makes sense. According to Softomotive’s 2018 survey of medium-sized businesses motives and experiences of RPA adoption, 44%...
Series 7 – 10 Things to Expect from Robotic Process Automation Welcome to Part 7, the last in the series of - ‘An Insider’s Guide to Robotic Process Automation’. Here are 10 things to expect from Robotic Process Automation in 2019: 1. Cost of Errors to Decline Humans make mistakes. And some of these mistakes can be costly. Mistakes can also be costly to customer satisfaction and the organisations reputation. Robots on the other hand, do not make the same mistakes...
Series 6 – Cognitive Automation Welcome to Part 6 of the Business Systems blog series - ‘An Insider’s Guide to Robotic Process Automation'. In this series: Cognitive Automation AI-Based Automated Customer Engagement AI & Process Automation Exception Handling It’s a wrap Cognitive Automation Series 2 talked about two different types of automation: Unattended: automates an entire routine process with no human intervention needed Attended: used for complex scenarios where parts of the process are handled by the robot and other...
Series 5 – Achieving automation excellence Welcome to Part 5 of the Business Systems blog series - ‘An Insider’s Guide to Robotic Process Automation’ In this series: Robotic Process Automation Excellence Robotic Process Automation roles Robotic Process Automation Training Automation excellence In order to fully embrace automation in your organisation, consider setting up an Automation Workforce Team. An Automation workforce team: the ‘go to’ for anything automation related in your organisation. After the technology has been implemented, the centre can...
Series 4 – Best Practice Automations Welcome to Part 4 of the Business Systems blog series - ‘An Insider’s Guide to Robotic Process Automation’ In this series: Designing Automations Process Recording Automation Pitfalls Automation Reporting Designing Automations Robotic Process Automation (RPA), a form of call centre software technology, can integrate with almost anything to complete a task. This can get technical, so we’ve simplified the integration options below: Backend connectivity: automation accesses databases or web services under the control of...
Series 3 – Beginning the Journey with Robotic Process Automation Welcome to Part 3 of the Business Systems blog series - ‘An Insider’s Guide to Robotic Process Automation’. In this series: RPA – Do it in-house or out-source it? Building the team Identifying processes for Automation How to embrace change Keeping the RPA momentum going RPA – Do in-house or outsource it? What is the best approach for creating and staffing your automation team? Should you be outsourcing this work? Or...
Series 2 – Automating processes Welcome to Part 2 of the Business Systems blog series - ‘An Insider’s Guide to Robotic Process Automation’. In this series: Analysing desktop activities Attended Automation The difference between attended and unattended automation Analysing Desktop Activities Think of a customer service operation with hundreds of seats. Most of these employees will be on computers, all doing virtually the same thing. An operation ripe with the potential for performance improvement. The first step to achieving performance...
Series 1 – What is Robotic Process Automation (RPA)? Welcome to Part 1 of the Business Systems blog series - ‘An Insider’s Guide to Robotic Process Automation’. In this series: The era of Robots Industries ready for Automation Realising the value in RPA Keeping on top of the robots The era of Robots Throughout the years, customer service operations, with the abundance of advanced functionality and multi-channel communications, have become more powerful resulting in your customer service team spending more...