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.
Reading through some of our recent case studies, it’s surprising how much in common our customers share when talking about what they want a call recording or quality monitoring (QM) system to deliver for them. This article picks out three common themes which we hope will help you when thinking about your own investment or upgrade. 1. WILL IT HELP ME RUN A SLICKER OPERATION? Many of our customers who have bought into the technology are committed to reducing inefficiencies and labour...
A recent guide released by Contact Babel on Customer Contact Analytics cites one of the key drivers for uptake of speech analytics being fine avoidance and compliance with legal regulations. Certainly one of the key sectors we are now starting to see some significant growth in is the financial services and trading floor space. Particularly within those organisations governed by the Dodd-Frank Act (DFA). The DFA has enabled regulators to issue trade reconstruction requests, where they want to look more...
The editorial team at MyCustomer.com have done a sterling job in the creation of a new guide focussed on the modern contact centre, the challenges faced and the tools, tactics and technology to address them. In fact we were so impressed we decided to sponsor the contact centre management guide so that we could share it with our customers. Covering a range of topics including creating a contact centre strategy, powering up your staff with gamification and rethinking your contact...
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...
Presenting the latest developments in ‘workforce optimisation technology’ visit Business Systems at this years Call Centre & Customer Management Expo and get your hands on a free copy of our PCI Compliance Best Practice Guide. Expert Consultancy Clinic Following last years success we will once again be running our free consultancy clinic. Designed to help resolve your technology issues it will also generate some fresh ideas to take back to the contact centre. Not attending the show but still need...
If you currently have a maintenance contract with Business Systems to support your call recording, analytics or workforce management system, then we have some good news! We have just launched our customer case management web portal to give you more control and visibility of your support cases and how they are being managed. How will it benefit you? As well as logging cases online, attachments such as screen grabs can be added and you can keep updated on the progress...
Visit Business Systems and sister company OPEX Hosting on stand F20 at this years’ Call Centre and Customer Management Expo taking place at London Olympia on October 2nd and 3rd. This year we will be showcasing the latest advancements in ‘voice of the customer’ technology including Call Recording, Quality Monitoring, Workforce Management, Customer Feedback, Analytics and much more. Consultancy Clinic Need advice on your latest technology challenges? Put our in-house experts to the test at our consultancy team and let...
Covering topical issues such as PCI compliance, the advent of social media and delivering cost savings through the implementation of Analytics technologies, Business Systems Annual Conference attracted over 390 delegates last November. Incorporating presentations delivered by industry experts from the ICS and PPF, the conference also provided key insights on the latest technologies from companies breaking new ground. BT’s customer experience futurologist, Nicola Millard provided a seasoned, high energy keynote speech on her latest research tackling the economic climate, changing...
The importance of Business Systems’ mobile call recording technology and market trading surveillance systems, has been recognised with nominations for three industry awards in the FST awards. Business Systems (UK) Ltd the voice and speech technology specialists have just announced that they have been shortlisted in three categories of the Financial Sector Technology (FST) awards. Market Detect their intelligent trading surveillance system has been shortlisted for ‘Most Innovative Data Intelligence Product’, whilst Vocal Mobile their patented mobile phone recording solution has...
Following last year’s appointment of an Inside Sales Manager and a period of accelerated growth within Business Systems, a number of refinements have been made to our sales support and customer contact infrastructure. Most notably, customers now benefit from the allocation of a client liaison executive who effectively acts as a sole point of contact, ensuring that our clients get the most from their technology investments, that their changing needs and requirements are addressed and that they are communicated with...
The annual conference ‘Improving Performance in the Contact Centre’ received a record number of attendees in November, which only goes to prove that this is still a centre-stage event for the call centre industry. For those of you that missed the event here are the highlights:- there was excellent contribution from two of the industry’s leading digital editors Jonty Pearce of Call Centre Helper and Jon Snow of Call Centre Clinic. Top of the list was addressing issues such as...
Business Systems road-shows are bringing the message to your doorstep. Travelling around the UK and working in conjunction with associations like the Institute of Customer Service (ICS) and the Professional Planning Forum (PPF), Business System is providing a forum that helps to explain how this technology benefits the everyday business and saves you the expense of travelling. Business Systems (UK) Ltd and OPEX Hosting will also be showcasing the latest in Analytics, Workforce Management, Quality Monitoring, Hosted Solutions and Consultancy...