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.
Are you ready to discover how the future of contact centres is evolving? Industry leaders Hamish Cliff (Head of Consultancy, Business Systems Ltd), Barry Webb (Senior Digital Strategist, Business Systems Ltd), and Laura Malinsky (Director of Solution Sales at NICE) recently came together in an insightful webinar to discuss the latest trends in customer experience (CX). From the rise of AI-driven efficiency to the importance of maintaining the human touch, these experts reveal the top five predictions around AI and...
The rapid rise of AI is reshaping the way businesses engage with customers, and the customer experience (CX) space is at the forefront of this transformation. Contact centres, traditionally seen as cost centres, are now becoming innovation hubs where AI is helping businesses to reduce costs, improve efficiency, and enhance both customer and employee satisfaction. Here we explore some of the key trends shaping the future of CX, based on insights shared during a recent webinar hosted by Business...
The recent $390 million SEC fines levied on 26 interdealer brokers and advisors for widespread record keeping failures serve as a stark reminder of the critical importance of maintaining, storing and preserving electronic communications. The financial industry is under intense scrutiny, and non-compliance leads to crippling penalties. The Growing Risk of Non-Compliance With the increasing reliance on digital communication, regulated financial institutions face a complex challenge in archiving and managing a vast array of electronic communications records. From emails and instant...
A new benchmarking report has been published by 1LoD, which offers a crucial glimpse into the state of voice surveillance within financial institutions. It’s an interesting survey that incorporates insights from over 30 leading global banks and offers an analysis of current practices that are in place around voice surveillance in financial institutions, as well as looking to what the future may hold. Let's unpack some of the reports key takeaways: 1. Dissatisfaction with Legacy Technology Legacy...
Many people today are facing challenging circumstances as a result of the cost of living crisis. Contact Centres serve as vital lifeline for many, especially vulnerable customers; be it utilities, healthcare, or housing, contact centres are often the first point of contact for those in need. But with great reliance comes great responsibility. How do we ensure that the services provided by agents are not only efficient but also sensitive to the needs of the vulnerable? Business Systems recently hosted a...
https://vimeo.com/1026159861
Following the publication of the 2024 1LoD Surveillance Benchmarking Survey & Report, which includes feedback from over 30 leading global banks, Wordwatch has helped produce a In-depth Report that outlines the next steps banks should consider to modernise their current voice surveillance practices. The Wordwatch-sponsored paper, “The biggest risk in voice surveillance isn’t surveillance”, looks in detail at both the operational and financial risks of running and maintaining multiple legacy systems, particularly those nearing the end of their life cycle....
Managing risk, ensuring compliance and improving oversight are increasingly challenging tasks. It comes as no surprise that the 2024 1LoD Surveillance Benchmarking Report reveals a significant trend: 74% of banks plan to invest in new voice surveillance technology before 2027. But why is it the next strategic investment for so many financial institutions? Non-compliance is more expensive than compliance Where banks might have aimed to invest as little as they could get away with in the past, this position may...
89% of UK contact centres already use some form of self-service, and 64% plan to deploy AI-based chat and voice-bots in 2024. Despite the technological surge, the January 2024 UK Customer Satisfaction Index revealed a concerning year-on-year decline in satisfaction amongst consumers, plummeting 2.4 points below the January 2022 level. The findings prompt a crucial question: is the pursuit of efficiency driving customer service metrics to an all-time low? Striking the right balance between efficiency gains through self-service and meeting...
In today's data-driven world, organisations seek ways to harness the power of information for better decision-making, improved communications compliance, and enhanced customer experiences. However, the sheer volume and diversity of data, particularly legacy and live interactions records, such as call recordings and instant messages, often pose significant challenges. Those organisations required to retain data for long periods of time, often for regulatory purposes, usually already possess a range of communications recording infrastructure built up over the years, resulting in a...
Ever-evolving technology and customer expectations are driving rapid transformation within the contact centre industry. Learn how to stay ahead of the curve and reshape your CX in 2024
Legacy voice data can be challenging for organisations – often difficult to keep track of, manage, and adhere to regulatory demands. Nevertheless, there are a few key steps that can be taken to simplify legacy voice data management. 1. Consolidate your View of your Legacy Voice Data For organisations with considerable legacy voice data estates, one of the biggest challenges is keeping tabs on many different storage solutions that may be in use simultaneously. Because the nature of voice recording...