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.
Just to show that real life is stranger than fiction, we thought we would share this with you. Regular readers of the column will remember that two issues back in the interests of Air Traffic Control we ran a ‘nonsense-contest’ asking readers to identify a 1950’s airport from a tiny old sepia photo and a bunch of misleading clues. An impossible task we thought and one that kept the editorial team here chuckling for days. Well the laugh is on...
Call Centre Association reviews topical issues! In parallel with the Exhibition, Business Systems hosted a specialist conference focusing on techniques and technology to improve performance in contact centres. Judy Smyth from the Call Centre Association (CCA) started the conference with a keynote speech that highlighted the most pressing issues for contact centre managers. One common challenge for call centre managers was the need to secure support and involvement at board level. History shows that without board involvement, operational targets and...
Read on for an update on the latest product launches and recording technology Event Highlights Nearly three hundred companies attended the UK’s largest specialist event for Call Recording in London on November 30th. For those who didn’t get a chance to attend here’s a resume of events. The London Showcase was manufacturer agnostic and featured top technology across a range of business applications catering for both ‘non-complex’ and sophisticated business processes. Two recently launched products, NICE ‘Perform’ and Vocal ‘Evolution’...
Business Systems provides the best independent Call Recording Showcase at two superb venues:- Call Centre Expo and the City of London. To see the next generation of Call Recording technology and how it is set to change the way we work, you can catch a glimpse at the most exciting product launches to date at the forthcoming Call Centre Expo, (NEC, Birmingham, 28th and 29th September) and, at the City of London Call Recording Showcase (London, 30th November). Nice's very...
What do the Leaning Tower of Pisa, London's Broadgate and a large pile of voice recorders have in common - more than you might think! Everyone knows that the 'Leaning Tower of Pisa' leans but not necessarily why it leans. The answer strangely enough, is due to wet soil which is in effect 'lifting' the tower on one side. In the 1990's steps were taken to stop the lifting process by placing 900 tonnes of lead blocks at the base...