Call Recording Technology

Telco and IT Systems failure has never been a readily acceptable option for the financial community particularly now, given the Financial Conduct Authority’s (FCA's) increasing focus on regulatory compliance. With alarming regularity, fines are being issued by the FCA - this year levels are already in excess of £818 million*. For those firms such as trading floors or financial institutions, systems failure would not only result in substantial fines but also the probable destructive loss to business if trading were...

Thinking of buying a call recording solution?If so, there are a number of factors you will need to take into consideration prior implementation, to ensure you are making the right choice for your business and choosing the software that will deliver in the area’s you need the most. With over 25 years of experience, here at Business Systems (UK) Ltd, we have come across numerous questions raised by potential buyers and clients that might be of interest when looking for...

When selecting a new call recording system your organisation will, in all probability, have evaluated its options so as to identify its requirements in key areas such as: Specification Suitability Manufacturer pedigree Price Support credentials, etc. Whilst not headlining the list when purchasing the newest and greatest, buried deep in this will be the manufacturer’s policy for end-of-life. What happens when the sun sets on the product or version being purchased? Sound familiar? Although this may not feature high on...

There are many different call recording solutions available on the market today so which one do you choose? Deciding which of these solutions is best suited to your needs and requirements can be a tricky process dependent on a number of differing factors such as your business objectives and strategy, budget constraints and/or addressing specific business needs within your organisation. Among the many solutions available today, Red Box Quantify is an option chosen by many distinct and diverse organisations, including...

[Last Updated May 2020] One of the most frustrating, and potentially costly issues when it comes to retrieving your call recordings is trying to find that one conversation, but realising it has not been recorded as your voice recording system has, for some reason failed at that moment in time, and there was no resiliency or business continuity plans built into the design. Resiliency isn’t about backing up your interactions or replicating them, it’s about making sure your voice recording...

One of the first questions when purchasing any new products is on price; how much will this cost me? Price plays a major part in any decision-making process, and can often be the crucial factor on whether you buy something or not. To ensure you are in the most informed position possible when making any decisions on Call Recording we are here to provide you with some indicative costs on call recording. To find out more about Call Recording, check...

Technology doesn’t stand still and engineers and software developers typically spend their days working on the next version of your voice recording system, adding functionality and features, streamlining processes and increasing resource efficiency. New hardware and software is being designed to work faster, smarter and more securely than ever before. But my old system works fine, why would I spend money upgrading it? Let’s assume you don’t need every one of those new features, is it still worth upgrading? For...

[Last Updated: August 2016] As with any other sector, travel & transport is a competitive industry and companies can choose to compete on price, offering the best package deals and rates or on customer service to help differentiate their offering. Those companies that carry out both are more likely to achieve success leading to repeat bookings, loyal customer recommendations and great reviews. Organisations like Eurotunnel understand this and apply voice recording and agent coaching tools such as quality monitoring to...

Making or receiving telephone enquiries from customers? The way you handle your sales calls has a direct impact on your bottom line. Do you know – really know – how your reps are performing over the phone? Do you know the strengths and weaknesses of each employee? Or who your best and worst performers are? With professional call recording you get crystal clear insight and indications of where measurable improvements can be made to help with conversions. Here’s a short introduction...

Following hot on the heels of the Vocal Wordwatch multi-recording engine portal which provides playback of call recordings from different systems in a single interface, we are delighted to announce the launch of our new performance management module. If it’s got a field we can report on it to deliver informed insight at your fingertips, tailored to your role or remit in the company. With drag and drop functionality you can reduce the overheads in time and resource to produce state of the art...

Do you know whether your older call recordings meet the PCI compliance requirements of today? If you’ve only just recently implemented a PCI Compliant call recording solution but still need to retain recordings where you took credit card data from customers a few years back, those legacy call recordings still need to meet PCI Compliance requirements. In other words sensitive customer credit card data should not be accessible by your business or your agents, regardless of how old the call...

Established in 1971 Hillarys is the UK’s number one supplier of made-to-measure blinds, shutters and curtains. Handling over 1.2 million inbound customer contacts a year the company is dedicated to providing the highest levels of customer service across a 180 seat contact centre, supported by 1,000 field based Sales Advisors. Managing a multi-channel contact centre, enquiries are split 50/50 between web and inbound calls. With KPIs around answering 80% of calls within 20 seconds and minimising lost calls to under...

Call recording is often touted as a ‘must have’ for businesses but if not managed correctly it can cause unnecessary problems. For instance keeping your Microsoft software patches and Manufacturer software updates current is of paramount importance. Why? If you don’t manage these two aspects it can affect your call recording system and when problems related to this do occur, our voice engineers reliably inform me they are less likely to be resolved in a timely manner. Manufacturer software updates...

For those of you running and operating offices or contact centres across multiple countries getting consistent call recording and workforce optimisation support and maintenance can be a challenge, ultimately affecting your service levels. The good news is that Business Systems are now able to offer installation, support, training and consultancy and design services practically anywhere across the globe. Working with carefully selected and accredited local partners we ensure that your call recording and related systems can be maintained and supported to ensure consistency...

Following a merger with Fortis, ABN AMRO had an opportunity to upgrade their recording technology opting for a voice recording system made on the basis of simplicity of use, good customer references and a strong support capability ensuring the Bank can apply robust maintenance in any future ventures. Jointly Business Systems and Red Box Recorders put forward a competitive proposal to supply a call recording solution capable of recording both TDM and VoIP and supporting some 250 users across the...

Isleworth, UK – May 08 2013 - BT and Standard Life have been awarded Outsourcing Partnership of the year in the FStech awards, beating off fierce competition and more impressively achieving this within the first year of the partnership. In the five year outsourcing deal, BT have been tasked with providing Standard Life, a leading provider of long term savings and investments, with a Wide Area Network (WAN) refresh as well as management of IP Telephony, Contact Centres, Contract Management,...

Experian is a leading global information services company providing consumer information, credit services, decision analytics and marketing services to customers. The Nottingham based contact centre deals with customer enquiries handling around 200,000 calls per month across 270 agents. Here we delve deeper into how speech analytics helped Experian achieve their retention goal. A high proportion of calls relate to the CreditExpert product, an online monthly subscription service which helps customers manage their credit report and score and also offers identity...

In recent months the Business Systems team have dealt with a number of maintenance enquiries for CyberTech call recording systems and as a fully approved Platinum partner of NICE, we are more than equipped to provide full service, maintenance and upgrade options. Supporting CyberTech versions 5 and 6 we have also been working with organisations with older versions to upgrade to the very latest model to ensure the system can be fully supported and expanded as required. We are currently...

Wessex Water is a water and sewage treatment business covering 10,000 square kilometres of South West England. It supplies 1.3m people with around 284m litres of water a day and treats 475 million litres of sewage from 2.7m customers a day. Voted ‘Utility Company of the Year for 2011’ the Customer Service Unit (CSU) based in Bath operates 24 hours a day, 365 days a year and handles over 150,000 calls a year. The CSU’s objective was to monitor and...

Following the acquisition of Cybertech, NICE have been busy working to enhance the NICE call recording product suite so it aligns more closely with its existing portfolio, the end result being NICE Recording eXpress. Through this transition period, NICE Recording eXpress has evolved to give customers an easy and scalable call recording platform to mitigate risk, address compliance and fulfil quality monitoring needs. NICE Recording eXpress has the capability of recording thousands of channels across single or multi-site environments with...

CE Electric UK delivers electricity to over 3.8 million properties across the North East of England, Yorkshire and Northern Lincolnshire. Reinforcing their commitment to service and ensuring regulatory requirements are met, they have invested in a call recording and quality monitoring system from Business Systems which has been rolled out across their Call Centres, Customer Services Centre and Control Centres. CE Electric Control Centres provide mission critical services via their engineers who have the precarious task of energising and de-energising...

The latest offering from NICE systems, NICE Perform eXpress allows small to medium sized companies to benefit from the NICE Perform architecture providing an enterprise grade recording solution but on a smaller scale with the ability to record up to 200 channels. With an emphasis on recording for compliance it can be deployed as a standalone solution or in a multisite environment with centralised administration and storage capabilities. The solution provides low Total Cost of Ownership (TCO) through a single...

Workforce Management (WFM) Case Study Atkins is the largest multi-disciplinary consultancy in Europe and the world’s eleventh largest international design firm employing approximately 16,000 employees globally. Atkins delivers a range of professional property asset management services to thousands of properties across the UK and manages the demand / supply interface via a customer focused helpdesk of 100 operators, based in Leeds. In order to manage their workforce planning, Atkins were looking for a reliable Workforce Management (WFM) solution. The helpdesk...

It’s never a good idea to leave your system unchecked until something goes wrong but so many companies take the ‘if it ain’t broke, don’t fix it’ approach. However, what if something did go wrong and calls weren’t recorded? It would result in serious consequences for those who record for compliance or dispute resolution. To solve this problem, Business Systems recommend a call recording system health check, which can be achieved at a relatively low cost. Maybe you’re experiencing intermittent...

The voice recording solutions of yesteryear (about 4 years ago when life was far less complex) would predominantly fall into the ‘used-in-anger’ category. That is, they would work quietly in the background until called upon to settle a dispute or provide validation on a specific point. This method of operation was common place and as a service provider it was easy for us to identify this trend due to the high ratio of support calls that were initiated in relation...

Woori Bank (formerly Hanvit Bank), the largest Commercial bank in Korea has chosen NiceCall, supplied by Business Systems UK Limited to record all its dealing activity in its most profitable overseas branch - London, UK. Woori Bank, which means ‘Our Bank’ is 98% government owned, and is as commonplace in Korea as Natwest is in England! The bank has 624 branches. Richard Overton, the longest serving dealer in the city, manages Woori Bank’s dealing operation. Richard Overton, Head Dealer, decided...

Quality Management and Voice Recording Case Study Tesco, the UK's largest supermarket organisation, has chosen Business Systems UK Ltd to facilitate the delivery of a consistent approach to customer service and employee development. Tesco carried out performance management manually, before they moved to the automated NiceUniverse quality management software and NiceLog digital voice recording and screen capture platform, provided by Business Systems.  Tesco operates 2,291 stores around the world and employs 296,000 people. To support its growing customer base, Tesco...

Teachers Provident Society, the fifth largest friendly society in the UK, has recently chosen to partner with Business Systems UK Ltd. Business Systems has improved the way the society transacts business, by facilitating telephone ordering and campaign measurement with an advanced call recording and quality management solution. Teachers Provident Society, based in Bournemouth has provided financial services to the teaching profession since 1877. Today the organisation offers a wide variety of savings, investments, retirement benefits and life assurance as well...

Business Systems experts in voice, VoIP and data recording, has become the preferred supplier of VoIP recording for the largest VoIP distributed network in the UK spanning across 38 sites. A well-known contact service centre has selected the Nice 8.8 VoIP solution from Business Systems, the largest distributor for Nice Systems in the UK. This system will be the first of its kind in the UK, operating as a software only implementation, utilising centralised storage and archiving for instant replay...

Picture this, a member of staff or worse still a contractor comes in to your offices just days before they are diagnosed with a suspected case of swine flu. Before you know it the aircon system has spread the virus and a significant percentage of your workforce are unable to come in to the office and perform their day-to-day role. This is a typical scenario many of our customers have been planning for the last few months and as part...

Barclays Stockbrokers, one of the UK’s largest retail stockbrokers have chosen Business Systems UK Limited to supply the Nicelog monitoring solution for their expanded telephone operations. With 3 sites in Glasgow, a total of 7 sites across the UK and over 650K active clients, Barclays Stockbrokers were looking for a reliable call recording solution which would satisfy regulatory requirements. "Having evaluated the market place for potential suppliers, we chose Business Systems who could offer us the best service agreement to...

Eurotunnel is the company responsible for running the 35 minute passenger shuttle service through the Channel Tunnel between Folkestone and Calais. The Eurotunnel Contact Centre, based in Folkestone, operates on a pan-European basis dealing with enquiries, taking reservations and providing telephone and web support to countries including the UK, France, Belgium, Holland, Germany and the Republic of Ireland. Multi-skilled, multi-lingual agents each handle up to 100 calls per day and are expected to achieve 90% customer availability time during the...

Developing innovative service solutions is the key behind the success and growth of the Business Systems professional services division in recent years. Large enterprise level systems integrators like Damovo typically require the flexibility to offer their customers highly scalable, secure, best of breed solutions across their entire ICT infrastructure which can often lead to very specialist requirements. Business Systems acts as a natural extension to companies like Damovo by providing their end user customers with a fully tailored voice recording...

Update August 2016 – We’ve recently put together an updated article on PCI DSS Compliance. Check out our latest articles on this topic – The Insiders’ Guide to Contact Centre PCI Compliance. Can we ever really believe our personal banking information is safe? The government can’t seem to manage it nor the private sector as Nationwide proved with their £1m FSA fine for security lapses. So where does this leave us? Visa and Mastercard have implemented their own measures to...