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.
When selecting a new call recording system your organisation will, in all probability, have evaluated its options so as to identify its requirements in key areas such as: Specification Suitability Manufacturer pedigree Price Support credentials, etc. Whilst not headlining the list when purchasing the newest and greatest, buried deep in this will be the manufacturer’s policy for end-of-life. What happens when the sun sets on the product or version being purchased? Sound familiar? Although this may not feature high on...
A number of valuable insights were shared as a result of the webinar we hosted with Call Centre Helper on Best Practices in Call Quality Monitoring. Thanks to our brilliant speakers and enthusiastic audience participation, the team came away with some golden tips on call quality monitoring that we wanted to share with you. 1. Have a group of agents that are quality advocates, middlemen between quality and agents. They can provide feedback both ways and suggest improvements to get...
There are many different call recording solutions available on the market today so which one do you choose? Deciding which of these solutions is best suited to your needs and requirements can be a tricky process dependent on a number of differing factors such as your business objectives and strategy, budget constraints and/or addressing specific business needs within your organisation. Among the many solutions available today, Red Box Quantify is an option chosen by many distinct and diverse organisations, including...
Increase Motivation and Drive Performance Within Your Team with Gamification Keeping staff engaged at all times, or even for good part of the working day can be challenging, especially in the contact centre environment, where tasks are repetitive and the day is strictly planned. One of the main pain points for contact centre managers is keeping motivation high and maintaining engagement in order to attract and retain quality customer service representatives and consistently drive high levels of customer care. The...
[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...
One of the first questions when purchasing any new products is on price; how much will this cost me? Price plays a major part in any decision-making process, and can often be the crucial factor on whether you buy something or not. To ensure you are in the most informed position possible when making any decisions on Call Recording we are here to provide you with some indicative costs on call recording. To find out more about Call Recording, check...
Technology doesn’t stand still and engineers and software developers typically spend their days working on the next version of your voice recording system, adding functionality and features, streamlining processes and increasing resource efficiency. New hardware and software is being designed to work faster, smarter and more securely than ever before. But my old system works fine, why would I spend money upgrading it? Let’s assume you don’t need every one of those new features, is it still worth upgrading? For...
Police force command and control and contact centres operate in a highly pressurised environment where having the right amount of staff in place to handle inbound emergency calls is critical when workforce planning. Over the years police forces have excelled in benchmarking how other industries apply workforce management (WFM) technology and assessing whether the application of that technology could work in their own environment. Thanks to the rise of social media and the increasing public profile of many forces, this...
THE INNER CIRCLE GUIDE TO CUSTOMER CONTACT ANALYTICS BLOG: 7/7 ContactBabel recently published the ‘The Inner Circle Guide to Customer Contact Analytics’ which was sponsored by Business Systems. For those with a hectic schedule, we created a short series of blogs covering some of the main points highlighting the latest insights on speech analytics covered in the guide. Please find the final one in the series below. ********************************************************************************* Taken straight from discussions with speech analytics technology vendors, we’ve summarised four...
THE INNER CIRCLE GUIDE TO CUSTOMER CONTACT ANALYTICS BLOG: 6/7 ContactBabel recently published the ‘The Inner Circle Guide to Customer Contact Analytics’ which was sponsored by Business Systems. For those with a hectic schedule, we created a short series of blogs covering some of the main points highlighting the latest insights on speech analytics covered in the guide. Please find the sixth in the series below. ********************************************************************************* USING SPEECH ANALYTICS SUCCESSFULLY Once speech analytics has been successfully implemented the full...
THE INNER CIRCLE GUIDE TO CUSTOMER CONTACT ANALYTICS BLOG: 5/7 ContactBabel recently published the ‘The Inner Circle Guide to Customer Contact Analytics’ which was sponsored by Business Systems. For those with a hectic schedule, we created a short series of blogs covering some of the main points highlighting the latest insights on speech analytics covered in the guide. Please find the fifth in the series below. ********************************************************************************* The majority of speech analytics implementations tend to be deployed on-premise (CPE) as...
THE INNER CIRCLE GUIDE TO CUSTOMER CONTACT ANALYTICS BLOG: 4/7 ContactBabel recently published the ‘The Inner Circle Guide to Customer Contact Analytics’ which was sponsored by Business Systems. For those with a hectic schedule, we created a short series of blogs covering some of the main points highlighting the latest insights on speech analytics covered in the guide. Please find the fourth in the series below. ********************************************************************************* PRE-IMPLEMENTATION: SELECTING A SOLUTION Speech analytics technology is pretty sophisticated and complex stuff,...