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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....

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....