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Most Business Systems clients regularly carry out internal changes which result in a call recording MAC (Moves, Additions and Change) request. This results in the requirement to make changes to their voice recording system, usually adding new extension users who require voice recording, or in a recession removing staff who are no longer there! This is a simple task for our engineers to carry out but is reliant on receiving the correct information from our customers. To complete the work...

The VocalPro range has complemented the Business Systems portfolio for several years and is the source of some notable case studies including Air Products, Frendoc and Northern Doctors Urgent Care For those of you not familiar with the range it is aimed at the small to medium-sized enterprise covering all markets including call centre, financial trading floor and public safety. The latest version now comes complete with new features designed to simplify integration with a variety of environments thanks to...

A number of our clients have recently approached us and asked how the ability to record interactions will be affected by the implementation of unified communications applications. In order to answer this we first define unified communications... Picture this, you need to call a colleague you ring their desk phone, at the same time this also rings their mobile. Alternately one of your sales team clicks on a telephone number in your CRM system, click-to-talk technology intercepts the click and...

Business Systems will once again be exhibiting at this years Call Centre Expo alongside sister company OPEX Hosting. Opposite the networking bar on stand number E9 the companies will be showcasing both CPE and Hosted Contact Centre Solutions. The key message at the event will be focussed on ‘flexibility’ as collectively the companies can provide solutions which allow clients to record any time, any place, any where. In particular the company’s flagship mobile phone and SMS text recording technology will...

for call recording solution... Frendoc has achieved significant productivity gains by replacing their media based call recorder with a VocalCompactPro secure recording server. Operating “out of-hours” they chose Business Systems for the replacement system and 24/7 support. Frendoc is a “GP Cooperative” which came into being to provide patient-care outside of normal working hours in and around the Bristol area. In conjunction with Primary Care Trusts each GP surgery in the Frendoc group has responsibility for ensuring that patients can...

We thought it timely to update this article with the latest features on WFM and how this can reduce attrition. To read the latest article on this topic check out our most recent blog article - 'How to reduce attrition rates with workforce Management' > With reports from ContactBabel saying that staff attrition in UK call centres has risen for the 5th consecutive year and is now running at 32% we thought it timely to look at one of the...

The latest FSA ruling in relation to recording telephone calls for the UK financial markets hit the news in March. The updated statement outlined that brokers trading in stocks, shares, bonds and derivatives will be required to record telephone conversations and other electronic communications which relate to client orders and the conclusion of transactions to help deter market abuse. Highlights from the report are;- a deadline for compliance has been set for March 2009, the call retention period which some...

As some of you may be aware NICE, the manufacturer of the Mirra Series 2, announced last year that production of the product would cease and no new systems would be available for sale. We have now reached another critical milestone with this product and NICE have announced that they will no longer provide or support system upgrades. What does this mean for you? Due to the scarcity of available parts, it will become increasingly difficult for Business Systems to...

OPEX Hosting have recently launched a brand new staff rostering and scheduling service which successfully complements their growing suite of virtual call centre applications. The service incorporates ‘follow me capability’ so that regardless of where the agent or recipient of the call is, be it their desk, mobile or anywhere else the call will effectively follow them. It can be used in different ways depending on the needs of the client. One application of the product is in the event...

It's simple, it's secure, and it's captured in the network – which means it's easy to integrate into your existing infrastructure! We take a look at how mobile call recording and SMS text recording technology is evolving. It’s been a while since we broached the subject of recording mobile phones and in that time the technology has evolved significantly, making the whole process much easier and more cost effective. In addition, the FSA (now FCA) has recently published proposals, which...

With the last vestiges of Winter behind us (well nearly) it’s time to consider the impact that the first clock change of the year has on voice recording systems. In the realms of voice recording the importance of the biannual clock change should not be underestimated. The timestamp for an audio recording is one of it’s most important attributes. Consider the implications where a recording is being used for compliance, regulatory or legal purposes and the timestamp is adrift by...

Air Products Healthcare is a division of one of the largest industrial and medical gases companies in the world. Today, Air Products is the largest provider of the NHS Home Oxygen Service, looking after all the Home Oxygen needs of over 47,000 patients in the UK, operating across the North West, Yorkshire & Humberside, East Midlands, West Midlands, Wales and North London. Based in Crewe, Cheshire, the Air Products call centre is staffed by over 40 advisors who take inbound...