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.
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.
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.
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.
Calabrio Workforce Management (WFM)
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.
How Reed Wellbeing Transformed Diabetes Prevention with AI-Powered Proactive 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…
Supporting Leeds Building Society with Colleague Engagement
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.
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...
London, June 2018 – Sharing a joint vision of ‘smart interactions in the cloud’ which is underpinned by analytics and process excellence, Business Systems (UK) Ltd (BSL) once again received NICE Ltd’s top accolade at the prestigious Interactions Business Summit 2018. BSL has operated a ‘Service Centre of Excellence’ for NICE products since the early 90’s and has consistently been at the forefront of the unique combination of technology and services that make up Workforce Optimisation (WFO) in all its...
Business Systems (UK) Ltd are pleased to announce their partnership with NICE inContact, presenting CXone - a unified cloud customer experience platform allowing organisations to act smarter and respond faster to ever-changing consumer expectations. To find out more about the Business Systems offering for CXone, please talk to our team on 0800 458 2988 or visit our page. Salt Lake City, March 22, 2018 – NICE inContact, a NICE (Nasdaq: NICE) business, today announced the availability of NICE inContact CXone...
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...
The company you choose to implement your Workforce Management solution can impact how quickly you see a return on investment as well as the quality of service you deliver to your customers. At Business Systems (UK) Ltd we work with all major Workforce Management (WFM) manufacturers (Teleopti, NICE and Verint) and boast an outstanding Workforce Optimisation team of experts. With over 50 years of Workforce Optimisation experience combined, our team have seen it all. If you are considering implementing a...
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...
Winter is here, and with it comes a group eager to devour all that may lie in their path. Luckily, it’s not the white walkers from the hit show Game of Thrones, but a whole other type of army – shoppers waiting to grab the latest bargains in the lead up to the festive season. Black Friday takes place this year on November 24th and if it’s anything like 2016 which saw an estimated spend of 2.9 billion* (with savvy...
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...
With regulators across different markets demanding for increased trade transparency and longer retention periods for call recordings; how can financial firms keep on top of their call recording estate? Not to state the obvious but, it won’t be long before MiFID II comes into effect in January 2018. It’s practically Christmas already. Data sits at the heart of these regulations. MiFID II aims to improve quality of advice and investor protections, and in doing so requires extensive data recording. Call...
Resilient plc and Business Systems have announced a strategic partnership to enable compliance with both GDPR and MiFID ll compliance solutions.These forthcoming regulations, due to come into UK law in January 2018 and May 2018 respectively, place great demands on organisations that need to record their business telephone calls, with significant penalties for firms that are non-compliant.The challenge these regulations place on businesses is that, in many respects, they appear to make competing demands. For example:Under MiFID II, firms need to...
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...