In this article 01. The company is shortlisted for the category Compliance Project of the Year up against industry specialists like SWIFT and Hitachi The company is shortlisted for the category Compliance Project of the Year up against industry specialists like SWIFT and Hitachi London, January 10 2017 – Business Systems (UK) Ltd, leading compliance and performance optimisation solutions provider, today announced that it has been shortlisted for the category Compliance Project of the Year at the FStech Awards 2017. The company’s entry described the successful deployment of the Vocal Wordwatch portal by a leading multinational financial institution to address major technology and compliance issues related to its international estate of legacy call recording systems and storage media. “At Business Systems, we strive to provide best-in-class solutions that enable financial institutions to effectively evidence regulated communications and meet the ever tightening directives like MiFID II, Solvency II and SMR,” said Stephen Thurston, Founding Director, Business Systems. “We are honoured to be recognised by FStech and the Awards’ esteemed panel of judges for our performance and leadership in market surveillance technologies.” Business Systems’ compliance solutions portfolio focuses on helping financial institutions overcome challenges around the management of telephone and electronic communications. Well-supported by the company’s professional services to address the market’s evolving regulatory requirements, Business Systems delivers trusted solutions. This includes the awarded Vocal Wordwatch, a cutting edge virtualised playback portal that enables organisations who store recordings for compliance purposes, to search, replay and export legacy audio files from different voice recording systems, regardless of location, manufacturer or file format. Now into its 17th year, the FStech Awards recognises excellence and innovation in the field of information technology within the UK and EMEA financial services sector. Winning entries come from financial services institutions and technology suppliers who are leading the way in such areas as social media, customer service, compliance, mobile, online, systems integration, outsourcing and data governance. The awards are independently judged and the winners will be announced at the FStech Awards Gala Dinner & Ceremony on 23 March 2017 at the London Marriott Hotel, Grosvenor Square. Find out more: www.fstech.co.uk/awards Written by: Business Systems UK
Blog 28 August, 2025 What is Conversational AI? A Beginner’s Guide to Smarter CX In today’s fast-paced digital landscape, businesses are under increasing pressure to deliver seamless and efficient customer experiences (CX). Customers expect quick responses, personalised interactions, and 24/7 availability. This is where Conversational AI comes in. By leveraging artificial intelligence (AI) and natural language processing (NLP), Conversational AI enhances customer service, automates interactions, and significantly improves operational
Blog 23 July, 2025 Mike Wardell Appointed Executive Chairman We are pleased to announce that Mike Wardell, former CEO of Business Systems Ltd, has transitioned to the role of Executive Chairman of both Business Systems and Wordwatch. This strategic move marks a significant milestone for both brands as they continue to strengthen their market-leading positions in customer contact solutions and communications governance and archiving.
Blog 16 July, 2025 Unlocking the Power of Conversation: How Interaction Analytics Is Reshaping Contact Centre Workforce Planning Contact centres are no longer just cost centres – they’re goldmines of actionable insight. And in 2025, forward-thinking customer contact leaders are discovering that the most untapped resource in their operations isn’t in headcount or tech—it’s the conversations they’re already having. Welcome to the era of interaction analytics. With the power to transform how you
Blog 8 July, 2025 From Hype to Impact: AI Strategies for Maximum ROI AI is revolutionising customer contact – but for many contact centres, the results aren’t matching the promise. Despite a surge in experimentation, too many organisations find themselves in “pilot paralysis”: high on potential, low on return. Contact centres need to adopt AI, but many are hitting the same wall: inconsistent ROI. Why? Because not all
Blog 3 June, 2025 Why Workforce Engagement is Key to Retaining Contact Centre Agents Call of Duty: Why Engaged Agents Stay in Contact Centres One repeat challenge our consultants see when we partner with new organisations is Agent retention. With increasing customer expectations, hybrid working models, and AI-driven efficiencies reshaping the contact centre industry, there is always an ongoing pressure for organisations to keep agents engaged and motivated in
Blog 15 May, 2025 How OpenAI’s o3 and o4 Mini Models are a major step forward in Conversational AI for Contact Centres The release of OpenAI’s latest large language models – o3 and o4 mini – represents a major step forward in the evolution of enterprise-grade AI for customer service. These new models are purpose-built to handle complexity, improve reasoning, and scale automation without compromising control or compliance. For contact centres looking to enhance customer experiences and
Blog 1 April, 2025 AI Agents in Contact Centres: Are You Ready for the Future? The Future of Customer Service is Here The contact centre industry is undergoing a significant transformation. Rising customer expectations, increasing operational costs, and workforce shortages are putting immense pressure on businesses to deliver seamless customer experiences while maintaining profitability. The companies that embrace AI agents today are the industry leaders of tomorrow – those that
Blog 10 February, 2025 What is Agentic AI and Why Does It Matter to You? Agentic AI is transforming contact centres by enabling systems to act autonomously, adapt to new situations, and proactively achieve goals – much like a human agent. But how does it differ from traditional automation, and why should contact centre leaders take notice? What is Agentic AI? Unlike rule-based automation, Agentic AI makes independent decisions, learns