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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...

According to a recent best practice guide on ‘How to Ensure PCI DSS Compliance’ released by call recording specialists Business Systems, there is still a lot of confusion in the market about the implications for PCI compliance when recording calls. Any organisation taking sensitive data from a customer, in particular credit or debit card details has a duty to ensure they are taking every step possible to protect customers and their data from fraudulent use and identity theft and this...

Isleworth, UK – May 08 2013 - BT and Standard Life have been awarded Outsourcing Partnership of the year in the FStech awards, beating off fierce competition and more impressively achieving this within the first year of the partnership. In the five year outsourcing deal, BT have been tasked with providing Standard Life, a leading provider of long term savings and investments, with a Wide Area Network (WAN) refresh as well as management of IP Telephony, Contact Centres, Contract Management,...

Experian is a leading global information services company providing consumer information, credit services, decision analytics and marketing services to customers. The Nottingham based contact centre deals with customer enquiries handling around 200,000 calls per month across 270 agents. Here we delve deeper into how speech analytics helped Experian achieve their retention goal. A high proportion of calls relate to the CreditExpert product, an online monthly subscription service which helps customers manage their credit report and score and also offers identity...