As a contact centre solutions company ‘seizing the opportunity’ is at the heart of Carpeo’s business strategy and this is just what they have done by connecting to the latest in-network services hosted by OPEX for hosted call recording and much more. Working closely with OPEX Hosting the sister company to Business Systems, Carpeo implemented three powerful in-network applications with zero capital expenditure and was able to dynamically scale their usage and revenue costs based on their business demands. The end-to-end solution incorporates; call recording, dialling and the tPoint CRM script and workflow engine, all of which are hosted in the network. These are VoIP applications but fully backwards compatible to TDM telephony so that companies can use their existing telephone systems and still take advantage of these new services. Carpeo’s decision to use these services was based on adding value and efficiency into the business processes. The dialling application has preview, power and predictive capability but most importantly is OFCOM compliant. These facilities ensure that Carpeo can focus more on the business of engaging with the customer, and is now typically achieving a talk-time of 75% or higher. The hosted technology model adds a great deal of flexibility as usage can be expanded or contracted as required. Also, with self-service facilities in the tPoint CRM package, tasks like campaign scripting can be handled in-house and changes made on the fly. Hosted solutions are not new but the security and resilience of today’s platforms makes this technology appealing to many more businesses, to the extent that even major high street banks are signing up to the hosted model. The OPEX model delivers these applications on a pay-for-use service, module by module; all of which adds up to customers like Carpeo, being confident that the technology they use delivers the efficiencies they need to be competitive. Gary Hitching, Managing Director at Carpeo adds “Carpeo utilises OPEX hosted services because each module seamlessly integrates to the next, giving us a unified platform for campaign management. Virtual contact centre technology is positioned firmly at the heart of our business. Written by: Business Systems UK
Blog 9 September, 2026 The Limits of Microsoft Teams for Financial Services The Limits of Microsoft Teams for Financial Services By Tracy Hendy Shiels, Solutions Consultant, Business Systems. Microsoft Teams continues to expand across enterprise communications, with Teams Phone now supporting over 26 million PSTN users globally. We’re increasingly seeing financial services clients migrate their voice infrastructure to Teams – but as they modernise, compliance can’t be
Blog 19 August, 2026 WhatsApp Compliance in Financial Services WhatsApp compliance in financial services: why a ban is no longer enough For years, the standard answer to WhatsApp in regulated firms was simple: ban it. Write a policy prohibiting business communication on personal messaging apps, ask staff to sign it, and move on. That approach has now failed publicly, repeatedly and expensively. In 2024,
Blog 18 August, 2026 MiFID II Call Recording Requirements in 2026 MiFID II call recording in 2026: from sampled playback to full surveillance When the Markets in Financial Instruments Directive II came into force in 2018, most firms treated the recording obligation as a technology procurement exercise. Buy a recording platform, switch it on for the trading floor, tick the box. Nearly a decade on, recording
Blog 22 July, 2026 The Cost of Attrition: Why Workforce Engagement Management is a Self-Funding Strategy Contact centre attrition remains one of the most expensive challenges facing customer support leaders. CX Today reports annual turnover rates of 35-45% remain common across the industry, with each departure costing between £10,000 and £15,000 in recruitment, onboarding and lost productivity. For a 200-seat operation, that equates to roughly £700,000-£1.35 million in annual attrition costs
Blog 30 April, 2026 Customer Experience Tools: How to Choose (and Implement) the Right CX Platform for Your Business Choosing the right customer experience platform is a major decision for many businesses. The platform you choose shapes how customers interact with your business across every channel, determines what insights you can extract from those customer interactions, and influences whether or not your teams can deliver consistently excellent service. Yet many organisations approach this decision
Blog 16 April, 2026 Conversational AI in UK Contact Centres: Moving Beyond Basic Chatbots Many contact centres in the UK have implemented chatbot technology in some form or another, but with varying degrees of success. Recent industry research reveals that nearly 70% of customers become frustrated with chatbots and prefer speaking to human agents, and abandonment rates for basic chatbot interactions continue to remain stubbornly high. The problem isn’t
Blog 10 April, 2026 Proactive Customer Service: How Contact Centres Can Use Proactive AI to Anticipate Customer Needs The traditional model of customer service is almost entirely reactive: a customer discovers a problem, contacts your organisation, and waits for a solution. This approach places the burden squarely on the customer, requiring them to identify issues, navigate your contact channels, and often endure multiple interactions before their problem is solved. Proactive customer service powered
Blog 29 January, 2026 Microsoft Teams Recording Without the Risk: A Practical Guide for Regulated Organisations Microsoft Teams has become the backbone of collaboration across financial services, insurance, the public sector and other regulated industries. Trading conversations, client discussions, internal decisions and approvals are now happening daily across voice, video, chat and shared files. That shift brings opportunity, but it also introduces risk. For organisations operating under regulations such as FCA,