Call Recording Technology

The property sector in the UK is a continuously evolving sector, largely influenced by the changing socioeconomic and technological landscape of the country at each given time.  A few years back, we were talking about the change brought about by the introduction of online property portals such as Rightmove and Zoopla. Today, affordable housing initiatives by the government as well as the rise of property sharing in big cities are once again changing the market dynamics. In such a diverse...

Business Systems has won the award for Compliance Project of the Year at the FStech Awards 2017, with its Vocal Wordwach solution.Business Systems (UK) Ltd, leading compliance and performance optimisation solutions provider, announced that it has won the ‘Compliance Project of the Year’ award at the FStech Awards 2017. Now into their 17th year, the FStech Awards recognise excellence and innovation in the field of information technology within the UK and EMEA financial services sector. The Compliance Project of the...

With less than a year to go until the application of MiFID II, it is becoming increasingly clear that cultural change is being pursued by the financial regulators as a pressure mechanism to achieve systemic compliance. A characteristic example is that of W H Ireland Limited who, in February 2016, was fined by the FCA for failing to take reasonable care to organise, maintain and manage effective systems and controls to protect against the risk of market abuse. Poor governance...

Recruitment has always been a highly competitive sector with consultants and agencies pitted against one another to achieve top biller or best agency status. The challenge any staffing agency has, is to replicate the successes of their top recruitment specialists whilst learning from the mistakes; and then using these insights to drive better performance and revenue, increasing at the same time employer and candidate satisfaction. Call recording is not a new concept, historically being used by contact centres for call...

[Last Updated: March 2018] The way call recordings are stored, plays an important role in ensuring organisations are able to access audio assets either for compliance or business intelligence purposes. Magnetic tape represents one of the riskiest storage mediums for recordings as it has a finite lifespan (10-20 years) and is susceptible to premature degrading dependent on storage conditions and access frequency. In the past, keeping multiple copies and transcription have been the recommended failsafe methods. Today however, digitisation (moving...

Top 6 technologies that will help achieve the required levels of recording compliance for 2017 and beyond.

Business Systems' Garry White explains the key factors to consider when procuring a technology solution.In any procurement decision looking at a technology solution, you’ll find that most organisations break decision factors in to three: Technical - does the solution work in our environment Functional - does the solution deliver what we want it too Cost - is it within budget Most organisations overlook a fourth factor; the supplier.So, what should you look for in a supplier? Are they a value add...

[Last Updated July 2020] If your organisation has invested in a call recording solution, it is important to ensure that it is properly functioning at all times, especially when you need to use it for compliance recording or mission critical communications. With over 30 years of experience deploying and supporting a wide range of call recording and workforce optimisation solutions across some of the largest Contact Centres and Financial Organisations in the UK and EMEA, we outline the 6 common mistakes...

Business Systems' Will Davenport explains how award-winning Vocal Wordwatch can provide a viable, secure solution for legacy and live call replay from a single point of access. One of the reoccurring hot topics our clients are coming to talk to us about is Vocal Wordwatch; a legacy replay solution which helps organisations access old call recording data as well as replay live calls all from one portal, making the data mining process easier and more effective.Vocal Wordwarch is a modular...

Skype for Business offers contact centres the potential to provide a more personalised service, one that includes video and shared screen/desktop as part of the customer service experience. Through Skype, contact centre agents can answer customers queries via voice or chat, personalise the communication through video chat, demonstrate visually how to solve their problem and, if necessary, share desktops and screens. Just as with any other customer communication channel, such as phone, email and social, interactions with customers via Skype...

The Business Systems and Wilmac Global Partnership Alliance continues to grow in strength well into the second year of its formation [Press Release] - Business Systems and Wilmac have developed the Global Partnership Alliance to address the growing need for exceptional support and service on a global scale for recording technologies and related solutions. Founded in 2015, the Global Partnership Alliance was the result of an increasing number of global customers expressing the need to extend their service and support contracts...

Call Recording solutions have been well adopted by contact centres to help improve quality and subsequently customer satisfaction. However, its benefits go far beyond the contact centre and can be applied to a number of different departments across an organisation. Call recording can not only increase customer satisfaction and reduce customer attrition, it can also help create customer centric sales and marketing strategies as well as manage workforce effectively. Here is how you can increase the return on your investment...