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.
Most organisations are dealing with rapidly evolving and growing technology landscapes and voice architecture plays a big part in this. Call Recording solutions have been around for years, it’s an established technology and many organisations are now on their second, third, fourth or even fifth generation voice recording solution – and therein lies the problem. Call Recording Management: Challenges of a large Call Recording Infrastructure When it comes to managing a large call recording estate, the waters have become muddied. Heads of IT are having to deal with call recording systems...
The chaos of the worldwide pandemic has pushed us to the verge of another cloud migration . We’ve seen it with data storage, and we will now witness the same evolution in the contact centre industry, moving from the on-premise call centre solution to a cloud contact centre. Why implement Cloud Contact Centre technology? It’s a reality that COVID-19 caused contact centres worldwide to struggle as they attempted to implement efficient remote-working solutions for their contact centre agents. Implementation needed...
These past few weeks have been promising. The pandemic lockdown restrictions have slowly started to lift. Shops (and soon even pubs) are gradually starting to re-open. Businesses are now also complying with a host of new workplace guidelines, designed to create safe workspaces for employees. According to GOV.UK, the main objective to these guidelines is to: ‘maintain social distancing wherever possible, on arrival and departure’. As more of us might start to make a gradual return to the office, contact centre...
As the COVID-19 lockdown restrictions slowly start to ease, businesses are now turning their attention to reopening and looking forward. Organisations, particularly contact centres are now operating in a world that already looks different to the one we left a few months ago.It’s an everchanging landscape, where contact centres now need to be thinking strategically rather than tactfully, so we thought it timely to team up with our partners NICE inContact, to deliver an insightful webinar on how you can...
Our latest webinar, ‘Top Tips for Combating Challenges in The Contact Centre’ was packed with an array of knowledge, best practice techniques and even a very good list of suggestions on what to watch next on Netflix, thanks to our audience contributions! (Tiger King it is then!). To catch this webinar on-demand, check out this link:Top Tips for Combatting Challenges In The Contact Centre During COVID-19 Here are the top takeaways from the day: Demand V Customer Service COVID-19 has...
Exclusively written for bslgroup.com by Alice TrentAlice Trent is a workplace trends blogger who uses her own experiences to provide advice to her readers. She believes that all workplaces should strive to encourage and protect their employees. In her free time, she loves to hike.Today’s modern contact centre faces more demand than ever. With consumers having grown used to faster and more personalised services, and agents expecting better working environments, there are a lot of relevant concerns. Fortunately though, there...
With markets fluctuating wildly due to the economic effects of the coronavirus outbreak, and companies closing offices and asking employees to work from home, organisations have had to adapt rather quickly in uncertain times. Financial Services Firms in particular, have had the burden of setting up traders to work remotely, recreating the carefully monitored environment of the trading floor at not just one site, but potentially thousands. According to The Financial Conduct Authority (FCA) all firms are expected to have...
With Contact Centres all over the globe still facing the reality of home working, real-time adherence functionality remains to be vital in order to protect service levels. Managing today’s multi-channel contact centres from home could be easier than you think with a little forward planning and the right WFM technology. We all need to be flexible and agile with ‘on the go’ workforce planning. Real-time adherence will play an integral part of effective intraday management. Challenges Many organisations are now set up for home working. Staff are set...
Challenges Contact Centres face during COVID-19 As the nation reacts to contain the virus, organisations need to be ready to adapt and do what is right for their staff, colleagues and customers, which includes ensuring remote contact centre agents are working efficiently. However, as organisations swiftly move to enable their staff to operate remotely, they are inevitably faced with a number of challenges: Providing customers with the right support: Ensuring customers can continue to reach the right agent on their...
Can I integrate an existing legacy call recording system with a modern, up-to-date solution? Yes this is possible. With a multi-vendor centralised voice recording replay portal this solution will sit on top of any existing legacy (and also live) call recording systems. A solution such as this is able to access calls from multiple call recording systems, regardless of age, manufacturer or geographic location. This unique portal sits above live and legacy systems (cloud or on-premise), providing a single point...
In order to meet customer demands, workforce planners need to make sure they have the right number of agents with the right skill sets available at the right time. And this starts with having the right resource planning and workforce planning techniques in place. With customer contact channels increasing (email, web chat, SMS etc.), workforce scheduling and workforce planning has become a complex and labour-intensive job. Let’s not forget to throw into the mix variables such as absenteeism, holidays and...
To find out more and to cast your vote, go to: Leader in regulatory voice recording management for Financial Services and enterprise workforce optimisation solutions is in line for FinTech Vendor of the Year award at the Citywealth Magic Circle Awards 2020 Isleworth, January 27, 2020 – Business Systems (UK) Ltd, a market leader in regulatory voice recording centralised management and enterprise workforce optimisation solutions, is delighted to announce it has reached the finals of the Citywealth Magic Circle Awards,...