All blog posts

It’s never a good idea to leave your system unchecked until something goes wrong but so many companies take the ‘if it ain’t broke, don’t fix it’ approach. However, what if something did go wrong and calls weren’t recorded? It would result in serious consequences for those who record for compliance or dispute resolution. To solve this problem, Business Systems recommend a call recording system health check, which can be achieved at a relatively low cost. Maybe you’re experiencing intermittent...

Developed exclusively for Police forces as the next generation of interview suite recording, the CODES system was previewed to a select group of officers at an invitation-only event in November. The system, developed jointly by Business Systems and Damovo received a warm response from officers as it was clear to all that the product design had taken into account the exact nature of the interviewing officer’s role. The system goes on general release in February. CODES, which stands for (Complete...

Sick and tired of forecasted doom? … We certainly are and so we thought we would highlight the voice technology which is attracting the smart money, because this is the mainstay of the leaner business, it increases productivity, uses less staff and reduces costs. In call recording we are seeing significant changes in the two big market sectors of call centre applications and financial trading floors. By far the biggest movement can be seen in the use of speech analytics....

Thamesdoc provides an essential Out-of-Hours doctors service which operates between 6.30pm until 8.00am the next morning and during weekends. Covering the county of Surrey, Thamesdoc provides this service to over 1.2 million patients ensuring that patients have access to medical facilities when local GP’s are unavailable. The organisation has a dedicated 40 seat call centre which receives inbound calls from patients who have been given the number by their local surgeries. Every patient call is recorded regardless of whether they...

The voice recording solutions of yesteryear (about 4 years ago when life was far less complex) would predominantly fall into the ‘used-in-anger’ category. That is, they would work quietly in the background until called upon to settle a dispute or provide validation on a specific point. This method of operation was common place and as a service provider it was easy for us to identify this trend due to the high ratio of support calls that were initiated in relation...

Inspiring speakers, classy venue, record registrations, running in its 7th year, the ‘Improving Performance in the Contact Centre’ 2008 Conference proved as popular as ever. Over 250 delegates attended the event held at London’s premier wine tasting venue, Vinopolis. If you didn’t manage to attend - here’s the highlights: Paul Cooper, Communications Director at the Institute of Customer Service (ICS) emphasised how customer service professionals are the ‘brand guardians’ of today, representing the front line of what truly differentiates your...

Woori Bank (formerly Hanvit Bank), the largest Commercial bank in Korea has chosen NiceCall, supplied by Business Systems UK Limited to record all its dealing activity in its most profitable overseas branch - London, UK. Woori Bank, which means ‘Our Bank’ is 98% government owned, and is as commonplace in Korea as Natwest is in England! The bank has 624 branches. Richard Overton, the longest serving dealer in the city, manages Woori Bank’s dealing operation. Richard Overton, Head Dealer, decided...

Quality Management and Voice Recording Case Study Tesco, the UK's largest supermarket organisation, has chosen Business Systems UK Ltd to facilitate the delivery of a consistent approach to customer service and employee development. Tesco carried out performance management manually, before they moved to the automated NiceUniverse quality management software and NiceLog digital voice recording and screen capture platform, provided by Business Systems.  Tesco operates 2,291 stores around the world and employs 296,000 people. To support its growing customer base, Tesco...

Teachers Provident Society, the fifth largest friendly society in the UK, has recently chosen to partner with Business Systems UK Ltd. Business Systems has improved the way the society transacts business, by facilitating telephone ordering and campaign measurement with an advanced call recording and quality management solution. Teachers Provident Society, based in Bournemouth has provided financial services to the teaching profession since 1877. Today the organisation offers a wide variety of savings, investments, retirement benefits and life assurance as well...

Business Systems experts in voice, VoIP and data recording, has become the preferred supplier of VoIP recording for the largest VoIP distributed network in the UK spanning across 38 sites. A well-known contact service centre has selected the Nice 8.8 VoIP solution from Business Systems, the largest distributor for Nice Systems in the UK. This system will be the first of its kind in the UK, operating as a software only implementation, utilising centralised storage and archiving for instant replay...

Business Systems UK Ltd is working with Prolog in developing a fresh approach to quality management with an advanced recording and performance analysis solution, NiceUniverse, one of the leading solutions offered from Business Systems. The new quality monitoring solution from Business Systems will improve productivity, achieve better call control, resolve disputes and increase staff motivation. Prolog provides a comprehensive range of marketing and customer support services, ranging from warehouse storage, to designing marketing creative and account management. Originating as a...

With the recent swine flu outbreak, we have had the privilege of being forewarned about a very probable flu pandemic later this year, going on into 2010. If you haven’t thought ahead and made some plans, you are quite likely to end up in a difficult situation in the coming months.. Scenario: H1N1 becomes more virulent People start dying Department of Health advice is to stay at home and not go to crowded places (like contact centres!) This could last...