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.
Contact centres are no longer just cost centres - they're goldmines of actionable insight. And in 2025, forward-thinking customer contact leaders are discovering that the most untapped resource in their operations isn’t in headcount or tech—it’s the conversations they’re already having. Welcome to the era of interaction analytics. With the power to transform how you forecast, schedule, coach, and understand your customer needs, interaction analytics is quickly becoming essential to Workforce Engagement Management. From identifying hidden demand drivers to optimising...
How well do you actually know your customers? I’m talking about understanding each and every part of their purchasing journey. What frustrated them? What made them happy? Which part made them buy from you in the first place? If you can answer these, you’re way ahead of the curve, because according to Microsoft, 53% of consumers believe their feedback doesn’t go to anyone who can act on it. From my experience of working in multiple contact centres, understanding customer intent...
Analysing the human voice, can help unearth the root cause of experiences, concerns, problems, reduce costs, identify key behaviours, and better understand the client’s perspective. Integrated Care 24 (IC24) are a great example of how this works in action. Using transformative digital tools and applications, IC24 helped elevate the patient's voice through the use of Speech and Text Analytics. Analytics technology has been available for organisations for a good number of years. However, many organisations have struggled to embed this...
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...
Speech Analytics (also known as Interaction Analytics) is the process of analysing customer interactions to help spot trends and patterns. Speech Analytics is a popular call centre software solution. The technology can analyse different types of customer interactions including social media, email, text and web chat. One of the key benefits of using Speech Analytics is to improve customer satisfaction as well as agent performance. How does Speech Analytics work? By taking large volumes of unstructured raw data, such as...
Guest Blog - Rachel Auer, Product Marketing Manager, Calabrio - USA In the era of big data, data is everywhere! But accessing and using this data can be tricky, and that’s where analytics can become a vital tool. So, we teamed up with our partner Business Systems to host a webinar around this popular topic (to catch the webinar replay, click here >) For those who couldn’t make it, here’s a re-cap of the session! Firstly, let’s start with a...
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...
Voice will always be a powerful data set for organisations. Voice conveys context, emotion and sentiment providing you with actionable intelligence. Voice is powerful. However, IT leaders could be missing a trick when it comes to this, as not all organisations are recording every interaction and for some the majority of voice data, is not easily accessible. Collecting voice data is half the battle. Tapping into insights which voice data can provide you with is a whole other beast. According...
It has become apparent that customers interact with organisations in more ways than ever before - email, social media, instant messaging and mobile are just a few in an increasingly growing list. On average, almost six different channels are used during the lifecycle of each customer relationship. With evolving technologies, these channels are bound to increase even more. The financial services industry is no different. Communications between traders and their clients inevitably span across multiple channels, with voice (fixed or...
Contact Centre Managers face a real challenge when trying to reduce cost in the contact centre. Maximising each and every customer interaction as well as keeping the day to day operation of the contact centre running, requires an almost genius balance of workforce planning, productivity, quality and efficiency in every day processes. So here are our top 4 ways technologies help contact centres reduce cost without compromising on quality: 1) Workforce Management Workforce Management (WFM) enables workforce planners to automate the...
In an effort to comply with ever-tightening regulations such as MiFID II, Financial Institutions have re-focused their efforts on expanding their compliance teams as well as investigating already established technologies, such as Speech and Text Analytics. This technology has proven to be extremely useful in: Preventing issues from escalating by providing the necessary means to search proactively through recordings for ‘high risk’ keywords and phrases Supporting compliance by quickly finding and retrieving calls requested by regulatory bodies In light of...
As the New Year slowly creeps in, we thought it timely to update our article ‘Top 6 technologies that will drive recording compliance in 2017’, and look at it from a 2018 perspective. We’re excited about 2018. The FIFA football world cup is happening and, according to experts, Mars will be making its closest approach to Earth since 2003. Some exciting events to look forward to. And, let’s not forget MiFID II in January. As regulatory frameworks within the financial...