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The FSA have now formally announced that mobile phone conversations must be recorded in those situations where the content of the call deals with the receipt of client orders or the negotiation, agreement and arrangement of transactions across the markets dealing in equities, bonds, financial commodities and derivatives. View FSA Consultation Feedback & Final Rules > Available technology solutions Business Systems provide the leading compliant mobile call recording solution which can be deployed as either a hosted solution or onsite...

Project delivery consists of a number of key stages each designed to ensure a smooth, cost effective and professional implementation. Applied to a recording solution this criterion is equally relevant. One of the final stages within this programme cycle is that of acceptance testing. This testing forms the basis by which your solution will be measured and is the entry level for acceptance within your business. Consider this aspect prior to the onset of any implementation rather than leaving until...

Past years have seen a bumper crop of solutions being confined to the NICE call recording EOL list. As manufacturer support is withdrawn from these, customer attention should be focused on revisiting the relevance of business applications and requirements, as a replacement solution is considered. Dealing with legacy technology can cause many challenges for organisations, where nearly 90% of businesses are hindered by this. Here are our top tips for dealing with End-Of-Life NICE Voice Recording systems: 1. Consider the...

Global call centre spending on speech analytics is set to double, growing from around $95 million in 2009 to $180 million by 2014 according to Ovum. A new report* by the independent telecoms analyst has found that although still an early-adopter technology, speech analytics will grow in importance over the next few years, helping businesses to improve customer loyalty and processes. Aphrodite Brinsmead, Ovum analyst and report author, said: “Spending on speech analytics will increase at a compound annual growth...

Technology that serves contact centres and financial trading floors is evolving rapidly and with core systems embracing new business applications we are witnessing the creation of new mainstream business tools. Finding your way through the maze of new technology and understanding these new tools along with the names they go by can be difficult so we have reconstructed our website to help guide you through the process. Work Force Optimisation (WFO) has seen a number of product sets drawn together...

Hosted tools like Campaign Management & Process Control at the desk top are a source of much interest in the contact centre world right now for both inbound and outbound operations and here’s why... Contact Centres today need to have fluid processes in place to ensure they constantly provide the right performance levels, as failure to do so can quickly see costs rise and profits drop. Having the right process in place and keeping it current is key to good...

The latest offering from NICE systems, NICE Perform eXpress allows small to medium sized companies to benefit from the NICE Perform architecture providing an enterprise grade recording solution but on a smaller scale with the ability to record up to 200 channels. With an emphasis on recording for compliance it can be deployed as a standalone solution or in a multisite environment with centralised administration and storage capabilities. The solution provides low Total Cost of Ownership (TCO) through a single...

Business Systems road-shows are bringing the message to your doorstep. Travelling around the UK and working in conjunction with associations like the Institute of Customer Service (ICS) and the Professional Planning Forum (PPF), Business System is providing a forum that helps to explain how this technology benefits the everyday business and saves you the expense of travelling. Business Systems (UK) Ltd and OPEX Hosting will also be showcasing the latest in Analytics, Workforce Management, Quality Monitoring, Hosted Solutions and Consultancy...

Workforce Management (WFM) Case Study Atkins is the largest multi-disciplinary consultancy in Europe and the world’s eleventh largest international design firm employing approximately 16,000 employees globally. Atkins delivers a range of professional property asset management services to thousands of properties across the UK and manages the demand / supply interface via a customer focused helpdesk of 100 operators, based in Leeds. In order to manage their workforce planning, Atkins were looking for a reliable Workforce Management (WFM) solution. The helpdesk...

The old saying goes:- “if it ain’t broke, don’t fix it” but paradoxically, as technology marches ever onward we need to introduce elements of change to remain at the top of our game – and so it is with the Customer Service Centre (CSC). The Business Systems (CSC) is going through some significant changes in the name of progress, all of which is aiming to turn good service into better service for our customers. At the heart of our service...

London, UK – 16 June, 2010 - Compliant Phones Ltd, UK-based creator of the Mobile Recording Solution recently launched by Vodafone Global, announced today that it has been awarded a second UK patent covering mobile recording GB2460964B. This patent fully covers the method of recording inbound calls ‘in-line’ to a mobile phone by using the network divert function. This patent compliments their existing patent GB2445104B which details the process of recording ‘in-line’. The method of recording inbound calls via call...

... to meet FSA mobile taping regulations. ISLEWORTH, LONDON UK – 30 March, 2010 - Financial institutions don’t need to invest in new call recording systems to comply with any future FSA mobile taping regulations according to independent City call recording specialists, Business Systems (UK) Ltd. Following the FSA’s recent decision to review the exemption on recording staff mobile phones, a number of technology providers have come forward with secure, tamper-proof mobile recording technology designed to meet future compliance requirements....