Service and Support

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...

Business Systems' Garry White explains the key factors to consider when procuring a technology solution.In any procurement decision looking at a technology solution, you’ll find that most organisations break decision factors in to three: Technical - does the solution work in our environment Functional - does the solution deliver what we want it too Cost - is it within budget Most organisations overlook a fourth factor; the supplier.So, what should you look for in a supplier? Are they a value add...

[Last Updated July 2020] If your organisation has invested in a call recording solution, it is important to ensure that it is properly functioning at all times, especially when you need to use it for compliance recording or mission critical communications. With over 30 years of experience deploying and supporting a wide range of call recording and workforce optimisation solutions across some of the largest Contact Centres and Financial Organisations in the UK and EMEA, we outline the 6 common mistakes...

Failing to deliver on service and support can be extremely costly for any organisation, where according to statistics 91% of unhappy customers will not willingly do business with you again (Lee Resources). So in today’s competitive landscape, what exactly should you be expecting from your Call Recording and Workforce Optimisation Service and Support providers? With over 60% of Business Systems’ personnel residing in this division, we outline the 3 pillars of successful Service and Support which we (and our customers)...

[Last Updated May 2020] One of the most frustrating, and potentially costly issues when it comes to retrieving your call recordings is trying to find that one conversation, but realising it has not been recorded as your voice recording system has, for some reason failed at that moment in time, and there was no resiliency or business continuity plans built into the design. Resiliency isn’t about backing up your interactions or replicating them, it’s about making sure your voice recording...

Call recording is often touted as a ‘must have’ for businesses but if not managed correctly it can cause unnecessary problems. For instance keeping your Microsoft software patches and Manufacturer software updates current is of paramount importance. Why? If you don’t manage these two aspects it can affect your call recording system and when problems related to this do occur, our voice engineers reliably inform me they are less likely to be resolved in a timely manner. Manufacturer software updates...

In recent months the Business Systems team have dealt with a number of maintenance enquiries for CyberTech call recording systems and as a fully approved Platinum partner of NICE, we are more than equipped to provide full service, maintenance and upgrade options. Supporting CyberTech versions 5 and 6 we have also been working with organisations with older versions to upgrade to the very latest model to ensure the system can be fully supported and expanded as required. We are currently...

It’s never a good idea to leave your system unchecked until something goes wrong but so many companies take the ‘if it ain’t broke, don’t fix it’ approach. However, what if something did go wrong and calls weren’t recorded? It would result in serious consequences for those who record for compliance or dispute resolution. To solve this problem, Business Systems recommend a call recording system health check, which can be achieved at a relatively low cost. Maybe you’re experiencing intermittent...

The voice recording solutions of yesteryear (about 4 years ago when life was far less complex) would predominantly fall into the ‘used-in-anger’ category. That is, they would work quietly in the background until called upon to settle a dispute or provide validation on a specific point. This method of operation was common place and as a service provider it was easy for us to identify this trend due to the high ratio of support calls that were initiated in relation...

Picture this, a member of staff or worse still a contractor comes in to your offices just days before they are diagnosed with a suspected case of swine flu. Before you know it the aircon system has spread the virus and a significant percentage of your workforce are unable to come in to the office and perform their day-to-day role. This is a typical scenario many of our customers have been planning for the last few months and as part...

Developing innovative service solutions is the key behind the success and growth of the Business Systems professional services division in recent years. Large enterprise level systems integrators like Damovo typically require the flexibility to offer their customers highly scalable, secure, best of breed solutions across their entire ICT infrastructure which can often lead to very specialist requirements. Business Systems acts as a natural extension to companies like Damovo by providing their end user customers with a fully tailored voice recording...

Yes it’s true, we have finally handed in our UK badge and set up a European Partnership Alliance. Working with local systems maintainers across Europe we can now service and support voice recording systems for clients who have systems overseas. It’s been two years in the making and so far has been rolled out to various financial institutes, following this success we are now opening this service up to all clients with systems overseas. Responding to the continued trend for...