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.
From the plethora of performance enhancing systems that no self-respecting Contact Centre should ever be without, it is always a little challenging for the discerning Contact Centre manager to find their way through the maze. How do you filter the ‘useful from the hype’, the ‘practical from the pretty’ and can you really believe all those ROI calculators? If you are not too sure whether your ‘voice biometrics’ are in tune with your ‘interaction analytics’ or whether your ‘real time...
Adopting a multi-channel approach to collecting customer feedback is a must with today’s fickle, mobile customers seeking engagement on their terms, which is why Business Systems has recently added NICE Fizzback to the portfolio. Industry stats suggest that response rates from customer feedback tools like Fizzback can be as high as 55% particularly if SMS text surveys are incorporated in your channel feedback strategy alongside email, web, phone, chat, social media, IVR and in-store mechanisms. As well as improving response...
Business Systems attracted over 280 delegates to the 10th annual Improving Performance conference last November which focused on the need for real time customer engagement in the social age. Customer Service Fact! Some topical areas covered included; ‘the top 2011 call centre issues’ presented by Call Centre Helper Editor, Jonty Pearce who pointed out that it typically takes 24 hours for call centres to respond to an email enquiry. Subsequently more and more customers are turning to internet chat and...
Steering your agents in the right direction Imagine you could apply the principles of a sat nav system in the context of a contact centre to ensure your agents travel from point ‘a’ to ‘b’ taking the most direct possible route, without error and in the shortest time possible. This is essentially what real time impact (RTI) delivers by capturing interactions across multiple channels, analysing past interactions, identifying the root causes, applying workflows and business rules and consolidating that output...
Experience shows the way... The success of the Leeds conference ‘Improving Performance 2007’ proved yet again that those in the Contact Centre industry are determined to raise the bar on performance and that the stated goal of the Customer Contact Association:- “to drive professionalism in customer contact centres”, was indeed the objective for many. There is no doubt that knowledge is the key and the combination of benchmarking and experience are invaluable. Promotional Logistics (Prolog) probably run one of the...
Business Systems has joined with the Institute of Customer Service (ICS), becoming the first associate member to provide interaction recording technology and consultancy to help measure, manage and improve customer service levels. "Customer expectations are high and constantly changing, and for this reason the ICS provides a support framework for its members to develop and improve the service they offer by learning from the experience of others and from industry research. We welcome Business Systems as an associate member. They...