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.
...to provide better customer service Wessex Water serves the south west of England, treating and supplying drinking water and providing sewerage services to about 3.7 million people. Committed to providing the highest standards in customer service, the company offers its customers service guarantees. In order to monitor and measure that this service is being delivered, Wessex Water records telephone calls to and from their operational customer services call centre. Whilst updating their telephony system, Wessex Water researched the market place...
Business Systems is hosting the UK's largest Call Recording Showcase at the London Stock Exchange, in Paternoster Square on December 9th 2004. The showcase features an array of call recording solutions from industry leading manufacturers, showing product demonstrations of the latest recording technologies. Visitors will gain an insight into exciting applications that are to be released in the new year, such as capturing and linking multiple types of communications together - voice, VoIP, data and integrating to front-end processing systems...
Are you fed up of struggling to justify capital expenditure to benefit from the latest recording technology? Business Systems now offers a flexible alternative. Managed Service spreads the cost of investment by rolling the recording system, training and support services into a single quarterly or monthly payment over a three-year term. Managed Service is also far more attractive than tax-inefficient capital expenditure – it is classed as a business expense that can be 100% offset against taxation on profit. After...
Tesco, the UK's largest supermarket, chose to work with Business Systems UK Ltd, to implement digital voice recording, and quality monitoring software. The Nicelog and NiceUniverse solutions were implemented to improve call recording and quality management throughout the contact centre. Business Systems contact centre consultancy division worked closely with the team leaders to understand their requirements. Using simplified evaluation forms information gathered from these forms provides essential feedback for training and development. NiceUniverse reports help Tesco to continually monitor new...
If the term 'Sunset Policy' is new to you then the following explains the principle. When manufacturers say things like; "you'll have to upgrade your system because we don't support that version anymore," customers tend to feel about as enthusiastic as the biblical fattened calf that has just seen the prodigal son coming up the front path. In short, unplanned system replacement is one of the most unwelcome pieces of news you could wish to hear. Early knowledge of a...
For small departments or branch offices in banks, stockbrokers, small service centres, or councils the cost of call recording is no longer prohibitive. With improvements made over the past 12 months, offerings for this market place now give you a lot more for your money. Two very suitable options are the VocalPro, launched end of 2003 and the newly enhanced NiceCallFocus II, both available from Business Systems. Both offerings give increased flexibility enabling integration to a broader range of telephony...
The start of 2004 saw the beginning of a new chapter for Call Recording in the UK with the introduction of the ‘Vocal Recorder' product range. What makes this product launch both unusual and appealing is that it consists of an entire product range and software suite that addresses the whole Call Recording market from full Enterprise Solutions through Mid-Market to SME's. We believe that Business Systems (BSL) customers will benefit from the ‘Vocal’ range through 3 main areas, those...
Don’t you just hate that ‘never’ word, especially so when you have used it so emphatically in the past ie, “Business Systems will never, never go to mainland Europe; there are plenty of local suppliers who can provide kit right on the doorstep etc, etc”. So are we changing our (UK only) status or what? Well yes- but only under certain conditions. As we all know, obtaining the right equipment is only part of the equation; skilled system implementation has...