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In a move that will significantly enhance its customer offering, Business Systems UK Ltd completed the acquisition in April of the telephony services provider OPEX Hosting Ltd. OPEX is a provider of network-based telecommunication services, which are hosted and maintained on behalf of customers. This complements Business Systems' core business of the provision of Call Recording services by offering customers a totally flexible and reliable alternative to the traditional single-site CPE (customer premises equipment) installations. Many of today's business methods...

For mid-sized call centres a new release in the Vocal Recorders range, Vocal Interaction Quality Version 2, now offers a 'dashboard' facility similar to that of the high-end quality monitoring packages. This facility gives managers a 'homepage', which can be customized to provide a snapshot of up to 16 reports in chart format. Managers and evaluators can therefore see the overall status of the call centre by viewing multiple charts on a single page. For example, reports such as 'Quality...

Tele-conferencing is a well-established business tool and adding 'call recording' to it makes it even better. 'Vocal Conference' requires no hardware or software; it's a virtual recording service that sits in the network as part of the teleconferencing bridge and that brings a whole raft of benefits to you the user. Firstly, because it's a service there is no capital cost, the charge is 'pennies' on a per-minute basis and part of the overall conference charge. Secondly, because it's in...

Check out the Business Systems Long Term Support Programme designed for customers of Nice using superseded versions of Wordnets, Mirras, or Nicelogs. Business Systems offers extended service options beyond the manufacturers. Places on the long-term support programme are limited due to the limitation of spares that have been stockpiled. To ensure a place on this programme, register your interest online here.

The VocalPro range, continues its theme of offering lower cost ‘open’ systems to a wider audience by extending its offering on VOIP recording solutions not currently available from other vendors. Over the past year, the VocalPro range has doubled the amount of IP-based telephony systems it supports to include: - Philips, Infotel, Mitel ICP, IP Office, and Nortel. (For a full list of IP switches supported, contact us). IP recording from Vocal offers true value for money by providing the...

read on for a sponsored report... Raising your game to new heights is what contact centre management is all about and the new Mitial Operational Benchmarking Report for 2005 shows you where to aim. This document draws on the experience from 235 major contact centres in the UK, providing an ideal tool to help contact centres raise their standards. By highlighting industry trends and key areas for development, the report is a key ingredient for the improvement of quality, performance...

Nicecall Focus III is NICE’s 3rd generation of the Nicecall and they have put a lot of effort into giving the market a useable product, which competes well against other comparable mid range solutions such as the VocalPro. In the past NICE have been in a dilemma as to how many features to put into their smaller system and how many to leave out so that it does not detract from its big brother the Nicelog; with the NiceCall Focus...

[Last Updated: September 2016] What can go wrong and why? If you haven't heard of 'silent noise' or the problems it can cause, here is a quick overview. Silent noise is sub-audible activity on a telephone line also referred to as ‘mains-hum’. You can’t hear it but telephone systems and call recorders can. If your call recorder is set to record when it hears conversation activity on the line, it can also kick into record when it hears silent noise...

Chris Files, Quality Development Facilitator at FedEx Custom Critical gave firsthand experiences of providing a 24/7 guaranteed service to clients across North America. Integral to the success of this service, FedEx realised they needed to provide and maintain a high quality of service at all customer-facing levels. High quality does not just happen by accident and FedEx knew they needed a sophisticated monitoring and coaching programme to deliver the results. Using the latest in call recording and analytics software FedEx...

Call Centre Association reviews topical issues! In parallel with the Exhibition, Business Systems hosted a specialist conference focusing on techniques and technology to improve performance in contact centres. Judy Smyth from the Call Centre Association (CCA) started the conference with a keynote speech that highlighted the most pressing issues for contact centre managers. One common challenge for call centre managers was the need to secure support and involvement at board level. History shows that without board involvement, operational targets and...

Read on for an update on the latest product launches and recording technology Event Highlights Nearly three hundred companies attended the UK’s largest specialist event for Call Recording in London on November 30th. For those who didn’t get a chance to attend here’s a resume of events. The London Showcase was manufacturer agnostic and featured top technology across a range of business applications catering for both ‘non-complex’ and sophisticated business processes. Two recently launched products, NICE ‘Perform’ and Vocal ‘Evolution’...

A smart tool for financial organisations is a clever little software application from NICE Systems; it uses the latest voice biometrics technology to produce ‘voiceprints’ which help differentiate between bonafide and fraudulent telephone calls. The software is an ‘add-on’ to the existing Call Recording solution and runs on an industry standard server. How does it work? The software creates a voiceprint by analysing a recorded call and extracts the speaker’s unique voice characteristics; it then compares the voice print to...