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.
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.
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.
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.
Workforce management software
Ensure the right people are in the right place at the right time. AI-powered forecasting, real-time scheduling, and shift automation help you optimise resources and manage demand fluctuations efficiently.
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.
Supporting Leeds Building Society with Colleague 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…
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.
Interaction Analytics – Driving Service Excellence
The bank identified that they didn’t have sufficient visibility and insight into their calls. Although they could obtain information from their agents, they felt they were lacking in data regarding the customer experience.
Quality Management and Voice Recording Case Study Tesco, the UK's largest supermarket organisation, has chosen Business Systems UK Ltd to facilitate the delivery of a consistent approach to customer service and employee development. Tesco carried out performance management manually, before they moved to the automated NiceUniverse quality management software and NiceLog digital voice recording and screen capture platform, provided by Business Systems. Tesco operates 2,291 stores around the world and employs 296,000 people. To support its growing customer base, Tesco...
Teachers Provident Society, the fifth largest friendly society in the UK, has recently chosen to partner with Business Systems UK Ltd. Business Systems has improved the way the society transacts business, by facilitating telephone ordering and campaign measurement with an advanced call recording and quality management solution. Teachers Provident Society, based in Bournemouth has provided financial services to the teaching profession since 1877. Today the organisation offers a wide variety of savings, investments, retirement benefits and life assurance as well...
Business Systems experts in voice, VoIP and data recording, has become the preferred supplier of VoIP recording for the largest VoIP distributed network in the UK spanning across 38 sites. A well-known contact service centre has selected the Nice 8.8 VoIP solution from Business Systems, the largest distributor for Nice Systems in the UK. This system will be the first of its kind in the UK, operating as a software only implementation, utilising centralised storage and archiving for instant replay...
Picture this, a member of staff or worse still a contractor comes in to your offices just days before they are diagnosed with a suspected case of swine flu. Before you know it the aircon system has spread the virus and a significant percentage of your workforce are unable to come in to the office and perform their day-to-day role. This is a typical scenario many of our customers have been planning for the last few months and as part...
Barclays Stockbrokers, one of the UK’s largest retail stockbrokers have chosen Business Systems UK Limited to supply the Nicelog monitoring solution for their expanded telephone operations. With 3 sites in Glasgow, a total of 7 sites across the UK and over 650K active clients, Barclays Stockbrokers were looking for a reliable call recording solution which would satisfy regulatory requirements. "Having evaluated the market place for potential suppliers, we chose Business Systems who could offer us the best service agreement to...
Eurotunnel is the company responsible for running the 35 minute passenger shuttle service through the Channel Tunnel between Folkestone and Calais. The Eurotunnel Contact Centre, based in Folkestone, operates on a pan-European basis dealing with enquiries, taking reservations and providing telephone and web support to countries including the UK, France, Belgium, Holland, Germany and the Republic of Ireland. Multi-skilled, multi-lingual agents each handle up to 100 calls per day and are expected to achieve 90% customer availability time during the...
Developing innovative service solutions is the key behind the success and growth of the Business Systems professional services division in recent years. Large enterprise level systems integrators like Damovo typically require the flexibility to offer their customers highly scalable, secure, best of breed solutions across their entire ICT infrastructure which can often lead to very specialist requirements. Business Systems acts as a natural extension to companies like Damovo by providing their end user customers with a fully tailored voice recording...
Update August 2016 – We’ve recently put together an updated article on PCI DSS Compliance. Check out our latest articles on this topic – The Insiders’ Guide to Contact Centre PCI Compliance. Can we ever really believe our personal banking information is safe? The government can’t seem to manage it nor the private sector as Nationwide proved with their £1m FSA fine for security lapses. So where does this leave us? Visa and Mastercard have implemented their own measures to...
The size of your organisation should not limit your ability to deliver an outstanding customer experience, is the key message behind NICE’s latest product. The NICE Perform SMB product is based on the advanced NICE Perform platform and targets small to medium contact centres who record up to 100 channels and who seek access to the same top-grade applications as their larger counterparts. Key product features include easily installed and maintained QM applications and total recording of interactions for improved...
Business Systems’ hosting company OPEX has recently invested in technology from Compliant Phones which records both speech and SMS texts from mobile phones. The new technology forms an essential part of the company’s strategy of providing a tamper-proof solution for those organisations where compliance with FSA or best practice regulations are needed. The roll out of these applications is being fuelled by the growing need for organisations to record mobile phones as well as landlines. The drive is coming from...
Mirra Series IV - The cost-conscious buyer... Sales of the Mirra Series IV call recorder launched last year have gone from strength to strength and an updated release of the product is now available. The Mirra IV is a high-quality extension and trunk side recorder for small to medium applications where less than 48 channels of recording are needed at any one site. The recorder provides continuous, uninterrupted recording and is popular with the likes of public safety organisations, transport...
Yes it’s true, we have finally handed in our UK badge and set up a European Partnership Alliance. Working with local systems maintainers across Europe we can now service and support voice recording systems for clients who have systems overseas. It’s been two years in the making and so far has been rolled out to various financial institutes, following this success we are now opening this service up to all clients with systems overseas. Responding to the continued trend for...