All blog posts

Following a merger with Fortis, ABN AMRO had an opportunity to upgrade their recording technology opting for a voice recording system made on the basis of simplicity of use, good customer references and a strong support capability ensuring the Bank can apply robust maintenance in any future ventures. Jointly Business Systems and Red Box Recorders put forward a competitive proposal to supply a call recording solution capable of recording both TDM and VoIP and supporting some 250 users across the...

Business Systems UK Ltd announces successful completion of a pilot launch of its Contact Centres Consultancy Division. This division was launched in recognition of customers' need to create or enhance quality management programmes. Following the successful pilot launch of this programme, Business Systems in-house industry experts are concurrently running four projects within well known UK contact centres. "Quality management has become more complex, and increasingly important for our contact centre customers. Our in-house consultants are uniquely experts in both quality and...

Alternative Networks, one of the UK's leading providers of telephony services, including voice, mobile, systems and IT solutions have joined forces with call recording and workforce optimisation (WFO) specialists Business Systems, to provide best in class service and support for their customers’ call recording and WFO needs. Highly regarded as experts in this area, customers of Alternative Networks regularly seek advice on upgrading and supporting their call recording systems, particularly where telephony projects in some way impact their existing recording...

It’s time to move away from the long held belief that speech analytics is costly and difficult to implement. A number of entry level audio analytics packages are now available on a competitively priced licence basis, resulting in upfront costs you can effectively budget for. Implementation is easier in these stripped down versions which centre around key word search functionality as a means to pinpoint specific calls for compliance checks, fact verification, dispute resolution and quality monitoring. Much of the...

Picture this, you’ve just attended an offsite client meeting and now you receive an urgent message to set up a conference call for a key account and other multiple parties later that day – what do you do? Hey, it’s a mobile world so where’s the problem? This is exactly why OPEX Conference Hosting was designed – to allow you to handle these situations in your stride and not raise a sweat. With OPEX Conference Hosting you can create your...

There is still a lot of confusion surrounding what constitutes a PCI compliant call recording solution. As an independent provider of a number of PCI compliant solutions we are in a unique position to be able to review and assess the individual requirements of our customers and identify a compliant solution best matched to budget and need. Thanks to the recent addition of a hosted PCI payment solution to our portfolio in some cases there is no need to invest...

Unless there is a major ‘forced change’ event, where the decision is made for you it is easy to continue to live with a call recording system that is substandard, difficult to use and expensive to keep. Here are 5 common instances’ that signal you should be considering an upgrade. 1. Incompatible with future plans – from a telephony perspective your recorder may not be able to handle a switch to IP or there may be resiliency issues if you...

The answer couldn’t be simpler – ‘good planning’! But, and because we know that life is full of ‘buts’, good planning requires time, effort and a certain amount of specialist knowledge. Therefore, if all these elements are not in abundance then the result is going to be ‘poor planning’ and that equates to poor performance and increased costs – the dreaded downward spiral! So here’s a neat way to get ahead of the game with our handy call recording installation...

Presenting the latest developments in ‘workforce optimisation technology’ visit Business Systems at this years Call Centre & Customer Management Expo and get your hands on a free copy of our PCI Compliance Best Practice Guide. Expert Consultancy Clinic Following last years success we will once again be running our free consultancy clinic. Designed to help resolve your technology issues it will also generate some fresh ideas to take back to the contact centre. Not attending the show but still need...

Update August 2016 - We’ve recently put together an updated article on PCI DSS Compliance. Check out our latest articles on this topic – The Insiders' Guide to Contact Centre PCI Compliance Pause and resume in call recording can help you meet your PCI compliance obligations, but ideally this needs to be an automated process rather than an agent triggered manual method. So it’s worth reminding ourselves of the three forms of automated methods that can be used in call recording...

Following my previous blog on PCI DSS Compliance, I had some push-back on my claim that confusion persists in UK organisations regarding call recording for PCI compliance. So it’s only fair and reasonable that I should justify my observations and explain precisely why I believe that some organisations still aren’t getting it. Business Systems specialises in call recording technology implementations and with 25 years’ experience as an independent provider we have pretty much designed, installed and provided on-going service delivery...

Confusion persists in UK organisations despite the fact that PCI DSS Compliance has been on our collective agenda since 2006. In our work in the sector, the areas where we encounter most confusion can be brought into focus with three key questions: What payment card information are we talking about? We’re talking about sensitive authentication data including the full magnetic stripe data, card validation codes or pin and on no account can organisations retain such information, in any format, even...