The next wave of ‘analytics tools’ is upon us with the emergence of ‘customer experience analytics’ (CEA). For those of you not familiar with the technology, let us explain… Understanding why your customers bail out of the IVR or website and into your contact centre has until now been somewhat akin to asking “why did the chicken cross the road?” In both cases you don’t know! The chicken’s motives are unimportant but not knowing your customers’ can impact bottom line performance and customer service. CEA is the new technology from ‘ClickFox’ that examines the customer experience; how customers contact the company, the technology they prefer to use and why they make the choices they do. The end result is valuable insight into customer behaviour and the opportunity for significant commercial gain. Initial approaches to measuring customer experiences through web and speech analytics, customer surveys and data mining are an excellent first start but where they are not relational, one to the other, then the conclusions that are drawn are in danger of being erroneous and skewed by the influence of a single finding. Or as one customer relationship manager put it, “the close examination of a single tree does not accurately reflect the state of the whole forest”. By contrast CEA technology looks across multiple contact channels and maps the customer experience as a whole. How it works The technology takes structured and unstructured information from your existing systems at regular intervals determined by you. During the gathering phase it graphically reconstructs the original customer sessions creating a visual blue print of customer behaviour including analysis of the various paths customers take through and across the interactive touch points in your organisation. What it delivers CEA uncovers the reality of what frustrates customers and why their behaviour does not always follow the intended process. As a result, organisations are able to pinpoint poor process routes, bottlenecks and costly opt-outs to live agents. The ClickFox solution uses a recognition engine to compile behavioural DNA profiles of customers over time, both as individuals and within groups. Ventana Research Vice President, Richard Snow comments, “This technology allows companies to address one of today’s critical business issues – understanding the experience of their customers regardless of what channel they use to interact with the company.” Business Systems is now one of the sole providers of this technology in the UK following a partnership agreement with ClickFox, a pioneer of CEA technology. Contact us to find out more about this technology on 0800 458 2988 or email [email protected] 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