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.
Series 6 – Cognitive Automation Welcome to Part 6 of the Business Systems blog series - ‘An Insider’s Guide to Robotic Process Automation'. In this series: Cognitive Automation AI-Based Automated Customer Engagement AI & Process Automation Exception Handling It’s a wrap Cognitive Automation Series 2 talked about two different types of automation: Unattended: automates an entire routine process with no human intervention needed Attended: used for complex scenarios where parts of the process are handled by the robot and other...
Disclaimer – the solution (solving contact centre employee retention) is not an easy fix and might even go against your instincts! We see it time and time again, Contact Centre Managers are constantly fighting the battle between meeting their service level agreements by having the right number of staff at the right time with the right skills, whilst also striving to retain their staff. Employee retention has been one of the biggest Contact Centre challenges for a long time, and...
Humanise the workplace series - Workforce Management (WFM) Vacation Planner - Part 2 Today’s contact centre is centred on profitability much as it is around customer service. But finding the right call centre software solution that supports these goals as well as keeping your agents happy can be a major challenge for many Contact Centre Managers, Team Leaders and Resource Planners! We understand that finding the right Workforce Management (WFM) Solution which balances these 3 key areas is a must....
Series 5 – Achieving automation excellence Welcome to Part 5 of the Business Systems blog series - ‘An Insider’s Guide to Robotic Process Automation’ In this series: Robotic Process Automation Excellence Robotic Process Automation roles Robotic Process Automation Training Automation excellence In order to fully embrace automation in your organisation, consider setting up an Automation Workforce Team. An Automation workforce team: the ‘go to’ for anything automation related in your organisation. After the technology has been implemented, the centre can...
A blended workforce A positive customer experience is vital to the modern business in the age of online user reviews and social media where performance is under the microscope 24/7. Every little glitch, every little slip in your service standards can quickly be communicated to audiences of thousands. Brand reputation is truly built from the ground up. At the same time, with today’s mobile, always-connected culture, people’s expectations have shifted. They demand quality, they demand personalisation and they demand it now....
Humanise the workplace series - Workforce Management (WFM) MyTime Mobile App - Part 1 Employees today are looking for flexibility and availability to help meet their busy and complex lifestyle schedules. They want to be able to take control of their work patterns. As an organisation, these factors need to be considered particularly with the millennial generation, resulting in improved employee engagement and a reduction in agent and customer attrition. Call centre software such as Workforce Management (WFM) can help...
Series 4 – Best Practice Automations Welcome to Part 4 of the Business Systems blog series - ‘An Insider’s Guide to Robotic Process Automation’ In this series: Designing Automations Process Recording Automation Pitfalls Automation Reporting Designing Automations Robotic Process Automation (RPA), a form of call centre software technology, can integrate with almost anything to complete a task. This can get technical, so we’ve simplified the integration options below: Backend connectivity: automation accesses databases or web services under the control of...
Magnus Geverts at Calabrio Teleopti - 10 ways to create and maintain a positive culture in contact centers Working in a contact centre is a constant challenge. While the introduction of self-service and automation has removed many of the simple, repetitive tasks from the frontline, the remaining enquiries are increasingly complex, requiring greater skills, patience and knowledge. At the same time, mobility and the Internet of Things mean customers want an immediate response and expect to interact using a variety...
Series 3 – Beginning the Journey with Robotic Process Automation Welcome to Part 3 of the Business Systems blog series - ‘An Insider’s Guide to Robotic Process Automation’. In this series: RPA – Do it in-house or out-source it? Building the team Identifying processes for Automation How to embrace change Keeping the RPA momentum going RPA – Do in-house or outsource it? What is the best approach for creating and staffing your automation team? Should you be outsourcing this work? Or...
Another day another regulation: Identifying Risks before they happen with Call Extraction As data regulations continue to tighten, trade reconstruction has become a priority for compliance managers in the financial sector. No longer is it enough simply to record telephone transactions and keep them filed away in a database somewhere, just in case. With the stakes for data and privacy infringements higher than ever, compliance demands a proactive approach, the ability to turn call recording into actionable 360-degree insight so...
Series 2 – Automating processes Welcome to Part 2 of the Business Systems blog series - ‘An Insider’s Guide to Robotic Process Automation’. In this series: Analysing desktop activities Attended Automation The difference between attended and unattended automation Analysing Desktop Activities Think of a customer service operation with hundreds of seats. Most of these employees will be on computers, all doing virtually the same thing. An operation ripe with the potential for performance improvement. The first step to achieving performance...
Is your Workforce Management software still fit for purpose? If your WFM solution is up for renewal, stop and think if it’s really working for you. Although the initial cost of implementing a workforce management solution may appear large, a quick return on investment can be achieved by not only significantly reducing the amount of time spent creating forecasts, schedules, workforce planning, and reporting, but also by being able to create accurate forecasts that ensure you have the “right person,...