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It was over two years ago that Business Systems acquired OPEX Hosting. In that time the OPEX team has grown significantly as has the range of hosted telephony applications. The portfolio began with just hosted call recording, ACD, self-service IVR and teleconferencing. Today, OPEX now has a wider suite of hosted applications including mobile call recording, campaign management, customer satisfaction surveys, click-to-talk, dialler applications and bespoke virtual switch solutions. With wider application appeal comes greater customer acceptance and with it...

And record all the calls you want to at the same time – good result! ACD’s have been around for many years but the market has swung firmly towards software-only solutions for good reason. Firstly, it reduces cost of ownership, secondly, there is no capital outlay and thirdly you can switch on extras like call recording with a few extra key strokes. The latest generation of ACD applications are ‘hosted’ and in the case of OPEX Hosting the ACD facility...

Recent years have seen significant development of ‘hosted telephony’ applications as increasingly companies embrace the flexibility of Software as a Service (SaaS). So to kick the New Year off we have shortlisted our top 5 hosted telephony applications available for call centres: 1) Hosted IVR - The ability to automate business processes whilst improving customer handling is a no brainer in today’s contact centre even more so if you can pay for this on a usage-only basis whilst self-administering the...

Update August 2016 – We’ve recently put together an updated article on PCI DSS Compliance. Check out our latest articles on this topic – The Insiders’ Guide to Contact Centre PCI Compliance. Can we ever really believe our personal banking information is safe? The government can’t seem to manage it nor the private sector as Nationwide proved with their £1m FSA fine for security lapses. So where does this leave us? Visa and Mastercard have implemented their own measures to...

The Monitor’s news hound goes deep into the past with the picture alongside, sent courtesy of purser Mark Wright from the Navy’s supply centre at Butlers Hard on the Solent. Mark wrote:- “We considered buying one of these systems a few years ago for our command centre, but as we couldn’t find anyone else who had one we decided against it. Did we make the right decision”? “Outstandingly good Sir” are the words that spring to mind; your decision is...

The size of your organisation should not limit your ability to deliver an outstanding customer experience, is the key message behind NICE’s latest product. The NICE Perform SMB product is based on the advanced NICE Perform platform and targets small to medium contact centres who record up to 100 channels and who seek access to the same top-grade applications as their larger counterparts. Key product features include easily installed and maintained QM applications and total recording of interactions for improved...

As the credit crunch makes itself felt across all sectors of commerce and industry the Monitor looks at how you can either reduce your call recording budget or make it pay you bigger dividends. In summary, there are just two simple scenarios and the odd permutation to deal with, and here they are:- A) You already have a call recording system and you want to sweat that asset for as long as you can – in which case, can BSL...

The success of Business Systems' ‘Improving Performance in the Contact Centre’ conference and exhibition showcase continues to grow and the 2008 event is no exception. This year’s event promises to be the best so far. The conference element has the latest input from industry experts such as the Customer Contact Association and the Institute of Customer Service; with registrations well up on last year, it proves that management interest in these issues remain key to delivering performance targets. For those of...

CCExpo 2008 is the focus point for contact centres, it draws large crowds, and demand for call recording applications continues to grow year on year. As you would expect from call centres the principal interest was for agent quality monitoring and PCI compliance, both of which are mainstay competencies for Business Systems. The ‘business analytics’ application of call recording is gaining traction and has made significant strides over last year; organisations are starting to understand how they can leverage their...

Business Systems’ hosting company OPEX has recently invested in technology from Compliant Phones which records both speech and SMS texts from mobile phones. The new technology forms an essential part of the company’s strategy of providing a tamper-proof solution for those organisations where compliance with FSA or best practice regulations are needed. The roll out of these applications is being fuelled by the growing need for organisations to record mobile phones as well as landlines. The drive is coming from...

Call Centres will love the latest SaaS (Software as a Service) offering from OPEX which provides ‘Campaign Management’ as an addition to the OPEX recording suite or if they prefer, as a separate module where the call centre already has an on-premise call recording system. Using a SaaS model ensures that call centres can gain access to the very best campaign management technology without capital outlay; the process is pure ‘usage-based’ pricing, which perfectly suits today’s economic climate If you...

Mirra Series IV - The cost-conscious buyer... Sales of the Mirra Series IV call recorder launched last year have gone from strength to strength and an updated release of the product is now available. The Mirra IV is a high-quality extension and trunk side recorder for small to medium applications where less than 48 channels of recording are needed at any one site. The recorder provides continuous, uninterrupted recording and is popular with the likes of public safety organisations, transport...