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.
It’s Part 2 of The Insider’s Guide to Live & Legacy Call Recording and we would like you to meet ‘IT Ian’. In this series, Ian has to address 3 commonly faced issues: Supporting multiple systems from different manufacturers and/or service providers Finding a solution provider who offers end-of-life support Ensuring the testing & monitoring of the entire voice domain Meet Ian Ian is the IT Manager of a large multi-national company. He is responsible for ensuring business continuity and...
How prepared are Financial Institutions in the UK to face the demands set by regulators? We've teamed up with Fintech Finance in an attempt to find out how prepared Financial Institutions really are, pin point some of the challenges the relevant teams face, and whether the demands set by the regulators is a much more challenging task than led to believe. Some of the questions we are trying to find answers to include: How prepared organisations are within the Financial...
A Definition of Workforce Management Workforce management (WFM) is built to maintain efficient workforce planning and efficient workforce management forecasting. WFM technology includes functionality which contact centres need including scheduling, workforce planning, shift trading and schedule optimisation. It allows workforce planners to quickly and easily allocate the right employees, with the right skill sets at the right time in order to meet service level agreements in the most efficient and cost effective way possible. It allows planners to forecast required...
Business Systems implements the Vocal Wordwatch portal to help the bank meet its regulatory obligations. [Press Release] – Business Systems (UK) Ltd, the UK’s leading independent call recording and workforce optimisation specialist, today announced the successful deployment of the Vocal Wordwatch portal by a major multinational financial institution. Vocal Wordwatch is a cutting edge virtualised playback portal that enables organisations who store their recordings for compliance purposes, to search, replay and export all legacy audio files with their metadata from different...
With the revised Markets in Financial Instruments Directive (MIFID II) cracking down on rogue trading and introducing greater regulations into the market place, the need to consider what it means to have a robust mobile call recording solution in place is now more important than ever. With the introduction of several recording solutions throughout the years and the implications these have had for organisations, we step back in time to consider the evolution of mobile call recording and the journey...
Despite the clear benefits, adoption of workforce management has still to pick up with only 29% of respondents having a solution in place Large contact centres driven by the insurance sector seem to be ahead of the curve in workforce management adoption 90% of those who have a workforce management solution in place do not derive the expected value [Press Release] – Business Systems (UK) Ltd, a leading independent call recording and workforce optimisation specialist, today released results of its new...
Part 1 - Compliance - Meet Dave In certain circles the word ‘Legacy Call Recording’ can mean dread for many, not to mention the dire implications it can potentially have on our business. With customer call recording and storage now a standard practice across multiple industries for Governance & Quality Control as well as a vital requirement within the Financial Conduct Authority (FCA) regulations, understanding exactly what it means to own a ‘legacy’ system is now more important than ever....
The solution will further strengthen the position of Business Systems in the UK Financial Services call recording market Business Systems UK (Ltd), a leading independent call recording and workforce optimisation specialist, announced today its ongoing partnership with O2, staying true to its commitment to offer its customers the most advanced solutions that best match their needs. With the addition of O2’s state-of-the-art Mobile Recording technology to its portfolio, the company is able to provide a truly comprehensive proposition to its...
A quick re-cap of 2015 showed us that it was an important year for the Financial Services Market in understanding the significance of data retention for future regulation, with organisations considering a number of different solutions to ensure compliance needs are still being met. In the Customer Service world, we witnessed a continuing move towards customer centricity and experience, as well as a heightened desire to empower and engage employees for improved delivery and performance. We’ve now moved on to...
Failing to deliver on service can be extremely costly. 93% of people will take action following an inadequate experience. US Businesses felt the truth of it reporting a $41 Billion loss each year due to poor customer service. With a customer satisfaction score of 100% achieved monthly, we asked Lil Lambert Willis from Business Systems’ Customer Service team to share their approach to customer service. How long have you been working in customer service for? I have been dealing with...
What is Quality Monitoring in the contact centre? Call monitoring in the contact centre is the process of listening to live or previously recorded calls in order to: Audit the performance of agentsimprove the service provideddevelop sales or support strategies Call monitoring allows managers and team leaders to identify problems as quickly as possible, maintain quality standards and improve agent and overall call centre performance. Call Quality Monitoring technology, is call centre software which allows you to go one step...
Chris Rainsforth, Senior Customer Contact Specialist at The Forum, talks to Business Systems about the state of customer experience today at this year's National Quality & Customer Experience Conference. One of the key drivers for organisations is to deliver a better experience for customers regardless of the industry or organisation size. They are finally starting to think differently and understand the importance for customers and organisations alike to gain more for less. In order to achieve that, organisations are investing...