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.
OPEX introduces a clever little program that invites customers to give feedback straight after a call, if the customer is dissatisfied it immediately sends an alert to the team manager who can then take appropriate action. OPEX ‘Customer-Satisfaction’ is a program to help you focus on the customer and act immediately to salvage any damage that may have been done. Here’s how it works:- firstly, the program can link to your existing call recording system or work independently. It’s a...
Hosted network based telephony services provide instant additional capacity How many times does the delay in acquiring and setting up technology slow down a business opportunity? How long does a typical IT project last and how many months does it take to iron out the glitches? We all know the list goes on and the old adage of 'time is money' comes back to haunt us with startling reality. It does not have to be like this because other options...
In a move that will significantly enhance its customer offering, Business Systems UK Ltd completed the acquisition in April of the telephony services provider OPEX Hosting Ltd. OPEX is a provider of network-based telecommunication services, which are hosted and maintained on behalf of customers. This complements Business Systems' core business of the provision of Call Recording services by offering customers a totally flexible and reliable alternative to the traditional single-site CPE (customer premises equipment) installations. Many of today's business methods...
Business Systems has recently been accepted as an NHS approved supplier for voice and data recording and quality monitoring solutions, after a thorough evaluation process, by the NHS Purchasing and Supply Agency. The contract awarded to Business Systems under the NHS purchasing framework makes the company a preferred supplier until 31st August 2008. We were chosen to supply the NHS throughout the UK, because of the high quality of our professional services, our stability within the market place, and because...
'Domain Secure' Call Recording In response to a clear market need for flexible recording services, Business Systems has introduced 'Pay-As-You-Go' Call Recording. This specialist service ensures complete control over your recorded calls remains with you. A bespoke call recorder is implemented at your site, configured to your telephony system and network. Any type of telephony can be captured, including VoIP. An agreed billing period is settled with usage-only charging from 0.75 pence per recorded minute, which means no capital expenditure...