AI & automation
Effortlessly scale, reduce inbound demand and automate routine tasks with conversational AI and intelligent automation.
CX management
Deliver seamless, omnichannel customer journeys with scaleable cloud platforms and integrated tools.
Monitoring and compliance
Record, archive and govern all communications securely to ensure compliance and reduce risk.
Workforce management
Forecast accurately, schedule efficiently and empower teams with real-time performance insights.
Real-time interaction guidance
Support agents in the moment with live AI insights. From sentiment analysis and context-aware recommendations to compliance support, empower colleagues to deliver better outcomes in every interaction.
Proactive engagement
Engage customers at the right moment with AI-powered automation. Reduce inbound demand with intelligent outbound notifications, personalise journeys with smart segmentation, and increase self-service adoption.
Conversational AI solutions
Empower your contact centre with Agentic AI. Deliver seamless, natural conversations across voice and digital channels, cut costs through large-scale automation, and provide always-on, scalable self-service.
CCaaS solutions
Modernise your contact centre with flexible, cloud-native platforms that scale with demand and customer expectations. Ensure agility, faster deployments, and seamless integration - while reducing costs and improving service quality
Compliant call recording software
Capture and secure every interaction with tamper-proof, FCA, MiFID II, PCI DSS and GDPR-compliant call recording. Ensure audit-readiness with real-time monitoring, automated policies, and rapid retrieval.
Communications governance & archiving
Eliminate risk with a single, centralised platform for all records. Ensure regulatory assurance with verified chain-of-custody, automated retention policies, and fast, scalable search.
Interview recording
Accurately capture investigative and evidential conversations with secure, tamper-evident recordings. Deploy across custody suites, mobile, or remote settings, fully integrated with case management systems.
Calabrio Workforce Management (WFM)
Performance management software
Boost agent engagement and performance with real-time KPI tracking, automated coaching, and personalised learning dashboards. Drive continuous improvement at scale.
Interaction analytics
Unlock insights from every customer interaction with AI-powered analytics. Detect sentiment, spot compliance risks, and support agent coaching with real-time intelligence.
Blue light
Ensure evidential integrity and resilience with secure, compliant communication for blue light.
Financial services
Strengthen compliance, efficiency, and CX with tailored financial communication solutions.
Government
Modernise public sector services with secure, compliant, citizen-focused communication solutions.
Utilities
Optimise customer service and resilience with AI-driven communication for utilities.
Retail
Deliver seamless, omnichannel retail experiences while reducing costs with smart automation.
Housing
Transform housing services with automation and AI, supporting tenants and reducing costs.
Travel & leisure
Enhance customer journeys with scalable, secure, and personalised travel communication solutions.
How Reed Wellbeing Transformed Diabetes Prevention with AI-Powered Proactive Engagement
With a busy contact centre managing on average one million interactions every year, a growing workforce, and a commitment to maintaining a positive customer experience, the team identified a need to implement a robust system to manage team rotas, while…
Supporting Leeds Building Society with Colleague Engagement
Experian® drive business change and customer retention with Analytics
Prior to implementing speech analytics, business insight was derived from the telephony and IVR systems as well as anecdotal information shared by agents. It was evident to Experian that better technology could deliver these results faster and more effectively.
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...
Great news from NICE about a new add-on for customers. A neat little piece of software which enables quick, simple replay of the last call or recent calls within the last 24 hours at the touch of a button. The software offers an extremely fast, simple, recognisable replay panel (shown in picture) from which anyone with little or no training can have access to just their own calls. This tool is ideal for operatives needing to quickly verify information from...
...to provide better customer service Wessex Water serves the south west of England, treating and supplying drinking water and providing sewerage services to about 3.7 million people. Committed to providing the highest standards in customer service, the company offers its customers service guarantees. In order to monitor and measure that this service is being delivered, Wessex Water records telephone calls to and from their operational customer services call centre. Whilst updating their telephony system, Wessex Water researched the market place...
The Editor steps in... The Monitor regrets to inform its readers that it has lost contact with the intrepid News Hound after he ventured out on the trail of a rare Voice Recording specimen believed to be somewhere in the frozen north a little east of Milton Keynes. The Monitor can confirm that despite the wishful thinking of some members of the editorial team, the rumour that the News Hound is being held captive by terrorists is untrue. Neither is...