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East Berkshire Primary Care (EBPC) Out of Hours Services have launched a groundbreaking new initiative using technology from OPEX Hosting to provide GPs and primary care providers in their area with a raft of new telephony services. These ‘in-network’ services are a ‘pay-as-you-go’ business package and deliver call recording, call routing and messaging, which provide numerous time and money saving benefits. Up until now, call recording to small-distributed locations like surgeries is expensive with the traditional on-site equipment model. EBPC...

the way to increase ‘call centre value’… Growing to become one of the most popular independent specialist events, as bumper registrations proved… For those of you who did not secure a place here’s a resume of events from the Improving Performance Conference held in November. We were delighted to have on board some key industry players again this year. Gary Schmidt, Customer Process Leader from CUNA Mutual Group in the States highlighted how the implementation of a quality assurance programme...

[Last Updated: October 2016] Whilst voice recording is still considered a ‘black box’ technology in some areas, in reality the servers will more often than not have a core platform based on an off the shelf operating system. When integrated into an organisation’s network, consideration must be made as to how these servers will be managed in order to minimise any security or vulnerability threats. If your company has an existing security policy, due diligence must be followed to ensure...

In a move that will significantly enhance its customer offering, Business Systems UK Ltd completed the acquisition in June of the voice and data software company BeVoice Data Systems Ltd. Business Systems’ core business is the provision of Call Recording and associated WO (Workforce Optimisation) services, whereas BeVoice specialise in hosted telephony solutions and systems integration. Business Systems acquisition of BeVoice further strengthens the company’s offering of ‘in-network’ services through its subsidiary OPEX Hosting and greatly enhances its systems integration...

Your choice of Call Recording system should not just be based on how cost effectively you can meet your legal requirements, or what system is the easiest for your support team to maintain. There is also the consideration of what benefit you can deliver to your businesses operational efficiency when reviewing the physical integration of the recording system. The choice of integration can be simplified by deciding whether you want the opportunity to hear the customer side of their contact...

This nostalgic picture of the Racal Rapidax Ranger – the first digital call recorder released by Racal Recorders in the early 90’s (91 or 92 as a best guess). While the Monitor’s editorial team has high regard for Racal Recorders there is no denying the fact that the company (up to its ears in VHS tape and Wordsafes at the time) was just a tad too traditional and the release of the Ranger was definitely on the risqué side. There is...

"We have seen companies come and go and to stay ahead of the game – its change, change and change again" ... says Stephen Thurston director of business development. In a market where the dynamics change more frequently than Beckham’s hair style, 20 years in the call recording business is a lifetime in comparison to other technologies, and the changes just keep on coming. Business Systems opened its doors as a start-up in November 1987 taking its first analogue recorders...

If you have not already heard the term you will soon, as marketing and PR campaigns go into over-drive at this years Call Centre Expo. Billed as the new approach to running the contact centre the NICE SmartCenter™ aims to address the entire range of contact centre issues – from operational, such as service level and handle time, to strategic issues, including customer satisfaction and first call resolution. This is a new approach, as inherently solutions have tended to focus...

As a contact centre solutions company ‘seizing the opportunity’ is at the heart of Carpeo’s business strategy and this is just what they have done by connecting to the latest in-network services hosted by OPEX for hosted call recording and much more. Working closely with OPEX Hosting the sister company to Business Systems, Carpeo implemented three powerful in-network applications with zero capital expenditure and was able to dynamically scale their usage and revenue costs based on their business demands. The...

We all know the old adage ‘nobody ever got sacked for buying IBM’ but in the call recording industry there is no obvious supplier or product, which comes out on top. So how do you even begin to approach the complexities involved in buying what is no longer a simple call recording solution? An Analysis, Objectives and Results (AOR) study is generally a good starting point to assist in defining your business goals and objectives whilst getting everybody focussed on...

Using the recent Leeds conference ‘Improving Performance in the Contact Centre’ as a platform, a NICE customer was quoted as saying they could potentially achieve cost savings of £1m by using speech analytics software tools over a two year period. This example was reinforced by a case study from WPS Health Insurance who are early users of this technology. We explore the claims and look at the facts… According to Datamonitor there is “a growing move to provide competitive differentiation...

The ‘Markets in Financial Instruments Directive’ (MiFID) comes into force in November 2007. Those companies that are looking to comply with this directive will need to demonstrate that they have applied best efforts to give their clients suitable and appropriate advice. This will need to be evident with processes that show best execution, transaction reporting and record keeping. With the emphasis squarely on market transparency, firms will need to hold auditable transaction data and make provisions for regulatory reporting in...