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I’m what you would call a ‘boomerang employee’. I left Business Systems in 2019 and nearly 4 years later, I’ve made a comeback. Having started my Apprenticeship Scheme as ‘Dale - a young and inexperienced 17 year old’,  I spent the rest of my teenage years and most of my twenties at Business Systems. I started off as a Trainee Workshop Engineer. A few years later, I moved up into the role of Technical Support Engineer, and then Project Engineer,...

Compliance Project of the Year was another closely fought category at this year’s event, with the judges opting to award the win to Business Systems for its Vocal Wordwatch solution. Financial institutions today are facing tightening national and international regulatory requirements, as government authorities collaborate to uncover suspicious trading activities. One of the most important requirements for financial institutions is the archiving, storage and replay of telephony, radio and turret recordings for set amounts of time, which can be up...

The mis-selling of Payment Protection Insurance was the first to highlight a need for banks to improve monitoring of customer-agent interactions to ensure compliance was being upheld. Moreover, after the 2008 global financial crisis, consumers have became more aware and open to complain about the service being delivered when and if they feel they are being miss-sold too. Figures published by the FCA regarding consumer complaints in 2018, show how important it is for banks to re-engineer the way they...

Business Systems’ partner, Teleopti, has achieved the highest ratings for customer satisfaction in the 2017 WFM Product and Market Report by DMG Consulting LLC. This is the 3rd year in a row that Teleopti WFM has been named a top Workforce Management provider by the analyst firm, consistently receiving high scores from satisfied customers. The report closely examines eight contending vendors, exploring the capabilities of their WFM suites. In addition to DMG’s review of vendors and the WFM landscape for...

Business Systems’ partner NICE has recently released NICE Quality Central, a new quality management solution that incorporates all types of customer interaction data, drawn from any source, into a holistic and comprehensive evaluation process. This enables organizations to increase employee engagement, improve process efficiency, and deliver a superior customer experience. NICE Quality Central is the only recording-agnostic, enterprise-scale solution of its kind in the market. Based on NICE’s deep expertise in quality management, the new solution has been proven to: Reduce...

It is no secret that as consumers we want to communicate with a brand when we want, however we want, making the multi-channel contact centre a very popular theme. In fact, most of us use two or more channels, top of which are the website (85%), phone (75%), email (65%) and live chat (58%). Despite this, a recent study found that 58% of retailers provide different answers to the same question across multiple channels. This is not a surprise as...

The property sector in the UK is a continuously evolving sector, largely influenced by the changing socioeconomic and technological landscape of the country at each given time.  A few years back, we were talking about the change brought about by the introduction of online property portals such as Rightmove and Zoopla. Today, affordable housing initiatives by the government as well as the rise of property sharing in big cities are once again changing the market dynamics. In such a diverse...

In today's digital world, robotic process automation (RPA) is experiencing a fast uptake, driven primarily by the abundance of data accumulated by organizations and changes in consumer behavior. As consumers, we have come to expect immediacy and accuracy for our typical dealings with companies, like seeking an answer to a question, placing or changing an order, or just updating our details. But, when faced with more complex issues, we look for empathy and understanding, and it is on these occasions...

Business Systems has won the award for Compliance Project of the Year at the FStech Awards 2017, with its Vocal Wordwach solution.Business Systems (UK) Ltd, leading compliance and performance optimisation solutions provider, announced that it has won the ‘Compliance Project of the Year’ award at the FStech Awards 2017. Now into their 17th year, the FStech Awards recognise excellence and innovation in the field of information technology within the UK and EMEA financial services sector. The Compliance Project of the...

louis vuitton outlet stores The ways that customers communicate with the companies with which they do business has changed dramatically in the last decade. The challenge for contact centre management, therefore, is to bring together employees, customers and business goals and run the contact centre in an efficient, productive, engaging, value-adding and profitable way to satisfy all elements of the equation. One of the most important steps to balancing this equation is workforce management (WFM) software, designed to help balance...

With less than a year to go until the application of MiFID II, it is becoming increasingly clear that cultural change is being pursued by the financial regulators as a pressure mechanism to achieve systemic compliance. A characteristic example is that of W H Ireland Limited who, in February 2016, was fined by the FCA for failing to take reasonable care to organise, maintain and manage effective systems and controls to protect against the risk of market abuse. Poor governance...

Call Recording solutions have been well adopted by contact centres to help improve quality and subsequently customer satisfaction. However, its benefits go far beyond the contact centre and can be applied to a number of different departments across an organisation. Call recording can not only increase customer satisfaction and reduce customer attrition, it can also help create customer centric sales and marketing strategies as well as manage workforce effectively. Here is how you can increase the return on your investment...

A quick re-cap of 2015 showed us that it was an important year for the Financial Services Market in understanding the significance of data retention for future regulation, with organisations considering a number of different solutions to ensure compliance needs are still being met. In the Customer Service world, we witnessed a continuing move towards customer centricity and experience, as well as a heightened desire to empower and engage employees for improved delivery and performance. We’ve now moved on to...

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...

Reading through some of our recent case studies, it’s surprising how much in common our customers share when talking about what they want a call recording or quality monitoring (QM) system to deliver for them. This article picks out three common themes which we hope will help you when thinking about your own investment or upgrade. 1. WILL IT HELP ME RUN A SLICKER OPERATION? Many of our customers who have bought into the technology are committed to reducing inefficiencies and labour...

A recent guide released by Contact Babel on Customer Contact Analytics cites one of the key drivers for uptake of speech analytics being fine avoidance and compliance with legal regulations. Certainly one of the key sectors we are now starting to see some significant growth in is the financial services and trading floor space. Particularly within those organisations governed by the Dodd-Frank Act (DFA). The DFA has enabled regulators to issue trade reconstruction requests, where they want to look more...

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...

The editorial team at MyCustomer.com have done a sterling job in the creation of a new guide focussed on the modern contact centre, the challenges faced and the tools, tactics and technology to address them. In fact we were so impressed we decided to sponsor the contact centre management guide so that we could share it with our customers. Covering a range of topics including creating a contact centre strategy, powering up your staff with gamification and rethinking your contact...

The whole drive around PCI compliance is focused at stopping fraud most of which starts from within an organisation and this along with employee theft accounts for just over £1 billion in losses to the UK. Preventing fraud is one part of the equation but so too is dealing with it when it happens, this normally starts with the suspicion of specific individuals and a subsequent investigation process. Investigative interviewing is a delicate area and professionals in this space use...

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...

Contact centres are reaping the benefits of call quality monitoring. The $136m market is forecasted to grow by 6% over the next five years.* It’s no surprise, really. Quality Monitoring (or QM for short) is one of the core technologies behind improving contact centres’ agent performance. But not all Quality Monitoring applications are born equal. Here’s a primer on some of the latest QM technologies. When the time comes it will help you find an application that fits your business,...

Workforce management (WFM) technology has moved on leaps and bounds in the last 5 or 6 years so how confident are you that the system you bought into years ago is still fit for purpose in today’s challenging and complex customer environment? We outline four key areas below that could signal it’s time for a change. 1. Struggling to schedule and forecast for non phone-based interactions Can your existing WFM system plan, forecast and schedule agents to cover multiple contact...

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...

The VocalPro range, continues its theme of offering lower cost ‘open’ systems to a wider audience by extending its offering on VOIP recording solutions not currently available from other vendors. Over the past year, the VocalPro range has doubled the amount of IP-based telephony systems it supports to include: - Philips, Infotel, Mitel ICP, IP Office, and Nortel. (For a full list of IP switches supported, contact us). IP recording from Vocal offers true value for money by providing the...

...to provide better customer service Wessex Water serves the south west of England, treating and supplying drinking water and providing sewerage services to about 3.7 million people. Committed to providing the highest standards in customer service, the company offers its customers service guarantees. In order to monitor and measure that this service is being delivered, Wessex Water records telephone calls to and from their operational customer services call centre. Whilst updating their telephony system, Wessex Water researched the market place...

Business Systems is hosting the UK's largest Call Recording Showcase at the London Stock Exchange, in Paternoster Square on December 9th 2004. The showcase features an array of call recording solutions from industry leading manufacturers, showing product demonstrations of the latest recording technologies. Visitors will gain an insight into exciting applications that are to be released in the new year, such as capturing and linking multiple types of communications together - voice, VoIP, data and integrating to front-end processing systems...

Are you fed up of struggling to justify capital expenditure to benefit from the latest recording technology? Business Systems now offers a flexible alternative. Managed Service spreads the cost of investment by rolling the recording system, training and support services into a single quarterly or monthly payment over a three-year term. Managed Service is also far more attractive than tax-inefficient capital expenditure – it is classed as a business expense that can be 100% offset against taxation on profit. After...

Tesco, the UK's largest supermarket, chose to work with Business Systems UK Ltd, to implement digital voice recording, and quality monitoring software. The Nicelog and NiceUniverse solutions were implemented to improve call recording and quality management throughout the contact centre. Business Systems contact centre consultancy division worked closely with the team leaders to understand their requirements. Using simplified evaluation forms information gathered from these forms provides essential feedback for training and development. NiceUniverse reports help Tesco to continually monitor new...

If the term 'Sunset Policy' is new to you then the following explains the principle. When manufacturers say things like; "you'll have to upgrade your system because we don't support that version anymore," customers tend to feel about as enthusiastic as the biblical fattened calf that has just seen the prodigal son coming up the front path. In short, unplanned system replacement is one of the most unwelcome pieces of news you could wish to hear. Early knowledge of a...

For small departments or branch offices in banks, stockbrokers, small service centres, or councils the cost of call recording is no longer prohibitive. With improvements made over the past 12 months, offerings for this market place now give you a lot more for your money. Two very suitable options are the VocalPro, launched end of 2003 and the newly enhanced NiceCallFocus II, both available from Business Systems. Both offerings give increased flexibility enabling integration to a broader range of telephony...

The start of 2004 saw the beginning of a new chapter for Call Recording in the UK with the introduction of the ‘Vocal Recorder' product range. What makes this product launch both unusual and appealing is that it consists of an entire product range and software suite that addresses the whole Call Recording market from full Enterprise Solutions through Mid-Market to SME's. We believe that Business Systems (BSL) customers will benefit from the ‘Vocal’ range through 3 main areas, those...

Don’t you just hate that ‘never’ word, especially so when you have used it so emphatically in the past ie, “Business Systems will never, never go to mainland Europe; there are plenty of local suppliers who can provide kit right on the doorstep etc, etc”. So are we changing our (UK only) status or what? Well yes- but only under certain conditions. As we all know, obtaining the right equipment is only part of the equation; skilled system implementation has...