All blog posts

Scottish outsourcing call centre, iResponse can now deliver today's campaign information straight to their customer's desk, by first thing the next morning. As a leading provider of contact centre base customer management services, iResponse, use Call Recording to prove to corporate customers that campaigns are performing to expectations, delivering the stipulated quality of service. Finding and distributing relevant campaign information back to the customer quickly and efficiently was proving to be an extremely labour intensive and costly process. Although the...

Are you fed up of struggling to justify capital expenditure to benefit from the latest recording technology? Business Systems now offers a flexible alternative. Managed Service spreads the cost of investment by rolling the recording system, training and support services into a single quarterly or monthly payment over a three-year term. Managed Service is also far more attractive than tax-inefficient capital expenditure – it is classed as a business expense that can be 100% offset against taxation on profit. After...

Tesco, the UK's largest supermarket, chose to work with Business Systems UK Ltd, to implement digital voice recording, and quality monitoring software. The Nicelog and NiceUniverse solutions were implemented to improve call recording and quality management throughout the contact centre. Business Systems contact centre consultancy division worked closely with the team leaders to understand their requirements. Using simplified evaluation forms information gathered from these forms provides essential feedback for training and development. NiceUniverse reports help Tesco to continually monitor new...

The latest news for users of Thales or Racal equipment indicates that if you have not thought about changing out or upgrading your Wordnet time is running very short indeed. Nice have announced that Wordnet Series 1 has expired. This is not news but we can tell you that spares are nearly out on these recorders. So if your Wordnet Series 1 breaks down be prepared to upgrade. The news on Wordnet Series 2 is that you can no longer...

We know it's trivia - but it's also a bit of fun! A big thank you to all those people who contributed with pictures of old style communications rooms In our quest for the classic ‘early days' of voice recording this is the best example so far. Our historical analysts went into overdrive on this one and suggestions put forward were; an early example of a Mauritanian call centre, the Chad Camel Futures Market and the control room for the...

Up there with life's monumental dilemmas comes voice recording - Trunk-side recording vs. Extension-side, which one is right for your organisation? Both are well-established and mature offerings with hundreds of thousands of channels deployed globally. The following matrix highlights the advantages and disadvantages of each offering: In general the larger the recording requirement the higher the costs will be for extension-side recording. The management costs also increase. The Achilles heel for the trunk-side offering is its inability to record internal calls....

The hot story on NICElog Version 9 is zip! :- ‘the man from Tel Aviv - he say no’, in fact you might even say we are under the Nice equivalent of a D-notice. Oh flip! Just when we were all ready to give you the sneak preview; we even had the article written and the printing presses ready to roll. Well, it’s a foolish person who crosses the man from Tel Aviv, so it’s still a secret and you’re...

Addison Lee, London's largest mini-cab and courier company has opted for the VocalEnterprise recording solution from Business Systems UK Ltd. Peter Ingram, IT Director at Addison Lee comments: "We chose our 4th generation recording solution from our long-term supplier Business Systems, as their new recording solution, the VocalEnterprise impressed us by its cost effectiveness and flexibility." In order to maintain the reputation for excellent customer service and punctuality, Addison Lee plan to use the VocalEnterprise solution to monitor an 80...

If the term 'Sunset Policy' is new to you then the following explains the principle. When manufacturers say things like; "you'll have to upgrade your system because we don't support that version anymore," customers tend to feel about as enthusiastic as the biblical fattened calf that has just seen the prodigal son coming up the front path. In short, unplanned system replacement is one of the most unwelcome pieces of news you could wish to hear. Early knowledge of a...

As conspiracy theories go 3 of the best are:- JFK was not shot by Lee Harvey Oswald, Neil Armstrong did not walk on the moon and a mysterious organization is not destroying Wordnet 1's in deepest Norfolk. As many of you know, poor old WN1 users have a bit of a problem because the manufacturer has stopped producing spares so Business Systems launched a concerted effort to round up all stray WN1's to help those customers in greatest need. A...

Business Systems' 1st quarter of 2004 got off to a storming start thanks to the launch of the new 'Vocal Recorder' product range. Expectations were that the market was ready to accept a new offering and our customers are definitely proving this to be the case. Initial customer feedback indicates they are impressed with the completeness of the product range and of course, the price advantage. The following points summarise the good solid value that appeals to customers Pound for...

For small departments or branch offices in banks, stockbrokers, small service centres, or councils the cost of call recording is no longer prohibitive. With improvements made over the past 12 months, offerings for this market place now give you a lot more for your money. Two very suitable options are the VocalPro, launched end of 2003 and the newly enhanced NiceCallFocus II, both available from Business Systems. Both offerings give increased flexibility enabling integration to a broader range of telephony...