Hosted Telephony

[Updated Dec 2019]Contact Centre Managers can face a real challenge when it comes to them trying to reduce cost in the contact centre. To make the most out of every customer interaction requires a balance of productivity, quality and efficiency in day to day operations. Here are our top 5 technologies that can help reduce cost in the contact centre without compromising quality in 2020: 1. Reduce Cost in the Contact Centre with Workforce Management Workforce Management (WFM) technology allows...

Equiniti and Dekra secured their spot within two hotly contested award categories Winners will be announced during the Awards Dinner in London on November 21, 2016 Business Systems (UK) Ltd today announced that two of its customers, leading business process services provider Equiniti, and business performance optimisation specialist Dekra, have been selected as finalists in the European Contact Centre and Customer Service Awards (ECCCSA) competition. Equiniti and Dekra were awarded finalist positions in the ‘Best Deployment of Customer Insight’ and...

With 6.5 million carers across Great Britain, charity organisation Carers UK was set up nearly 50 years ago to offer support to unpaid carers looking after family or friends. Providing a telephone advice line to help sustain carers with emotional support and guidance, they recently appointed 10 home-based volunteers to complement the 2 office based advisors who collectively handle over 100 calls a day. Carers UK identified a need for call recording to support this pilot ‘volunteer project’ and when...

Picture this, you’ve just attended an offsite client meeting and now you receive an urgent message to set up a conference call for a key account and other multiple parties later that day – what do you do? Hey, it’s a mobile world so where’s the problem? This is exactly why OPEX Conference Hosting was designed – to allow you to handle these situations in your stride and not raise a sweat. With OPEX Conference Hosting you can create your...

Not a problem our rental, leasing and managed service arrangements ensure that customers can access the latest technology without having to pay all the costs to upgrade your call recorder upfront. As an independent supplier, we understand that during harsh economic times, flexibility and budgeting is everything. We provide short and long term hire of call recording or quality monitoring systems available on monthly or quarterly plans ranging from 8 to 1000’s of channels. So how does it work? If...

Robust security combined with an intuitive web interface and a ‘pay as you use’ cost structure is what every financial institution can now expect from a hosted call recording platform. This is perhaps why leading city based professional services companies are now putting their faith in the cloud, and more specifically the OPEX Hosting Call Craft platform. What is Call Craft? Developed by OPEX Hosting, Business System’s sister company, Call Craft is a hosted self-service platform helping companies to manage...

OPEX Hosting, was acquired by Business Systems in 2006 with the aim of providing an alternative ‘hosted’ delivery method of telephony services. During that time OPEX has grown significantly and now provides call recording solutions to over 45% of the UK’s Out of Hours (OOH) service providers, who supply GP services during weekends and evenings. According to Andy Mahoney, Healthcare Manager – Call Craft at OPEX Hosting - “In the last year, we have seen a tremendous growth in the...

Moveme.com take the stress out of house moves by providing a concierge service which assists people with planning and organising the move, getting local removal quotes, transferring utilities and providing price comparisons for home services. Moveme.com generate leads through strategic affiliations with companies like Royal Mail who know when people are scheduled to move. To optimise their outbound customer contact process, Moveme.com appointed OPEX Hosting to provide telecoms functions for preview dialling, call recording and Aeriandi’s Liquid scripting tool. Liquid...

Hosted tools like Campaign Management & Process Control at the desk top are a source of much interest in the contact centre world right now for both inbound and outbound operations and here’s why... Contact Centres today need to have fluid processes in place to ensure they constantly provide the right performance levels, as failure to do so can quickly see costs rise and profits drop. Having the right process in place and keeping it current is key to good...

Sick and tired of forecasted doom? … We certainly are and so we thought we would highlight the voice technology which is attracting the smart money, because this is the mainstay of the leaner business, it increases productivity, uses less staff and reduces costs. In call recording we are seeing significant changes in the two big market sectors of call centre applications and financial trading floors. By far the biggest movement can be seen in the use of speech analytics....

With the recent swine flu outbreak, we have had the privilege of being forewarned about a very probable flu pandemic later this year, going on into 2010. If you haven’t thought ahead and made some plans, you are quite likely to end up in a difficult situation in the coming months.. Scenario: H1N1 becomes more virulent People start dying Department of Health advice is to stay at home and not go to crowded places (like contact centres!) This could last...

TTL Automotive are specialist advisors to the automotive industry, delivering a number of performance improvement programmes to customers including Honda, SAAB, Renault and Fiat Group, TTL are committed to adding value to their customers’ bottom line by deploying technology solutions designed to increase sales conversion, whilst up-skilling customers’ sales teams. To achieve this TTL Automotive have invested in OPEX Hosting’s Call Craft platform. This technology platform provides them with a hosted call recording application and state-of-the-art reporting suite accessible via...

No matter what we do in business, Management Information (MI) is vital and… if we’re completely honest we can’t get enough of it. OPEX Hosting telephony services benefit from a new customer billing system which gives the end-user valuable and insightful MI. OPEX Hosting is focused on adding value to their customers’ operations at every opportunity, readily identifying that an extremely important part of this value chain encompasses the customers’ billing experience. A complete bureau service from Dataflow ensures OPEX...

It was over two years ago that Business Systems acquired OPEX Hosting. In that time the OPEX team has grown significantly as has the range of hosted telephony applications. The portfolio began with just hosted call recording, ACD, self-service IVR and teleconferencing. Today, OPEX now has a wider suite of hosted applications including mobile call recording, campaign management, customer satisfaction surveys, click-to-talk, dialler applications and bespoke virtual switch solutions. With wider application appeal comes greater customer acceptance and with it...

And record all the calls you want to at the same time – good result! ACD’s have been around for many years but the market has swung firmly towards software-only solutions for good reason. Firstly, it reduces cost of ownership, secondly, there is no capital outlay and thirdly you can switch on extras like call recording with a few extra key strokes. The latest generation of ACD applications are ‘hosted’ and in the case of OPEX Hosting the ACD facility...

Recent years have seen significant development of ‘hosted telephony’ applications as increasingly companies embrace the flexibility of Software as a Service (SaaS). So to kick the New Year off we have shortlisted our top 5 hosted telephony applications available for call centres: 1) Hosted IVR - The ability to automate business processes whilst improving customer handling is a no brainer in today’s contact centre even more so if you can pay for this on a usage-only basis whilst self-administering the...

Call Centres will love the latest SaaS (Software as a Service) offering from OPEX which provides ‘Campaign Management’ as an addition to the OPEX recording suite or if they prefer, as a separate module where the call centre already has an on-premise call recording system. Using a SaaS model ensures that call centres can gain access to the very best campaign management technology without capital outlay; the process is pure ‘usage-based’ pricing, which perfectly suits today’s economic climate If you...

Hosted Contact Centres OPEX Hosting has recently launched its brand new whitepaper entitled “Hosted Contact Centres, Creating a level playing field.” The whitepaper is aimed at decision makers who are reviewing the case for implementing a hosted contact centres solution. It outlines the types of organisations which should be considering hosted applications as well as defining the key enablers and benefits which are driving the trend for hosted technology. The paper also incorporates a useful checklist of points to consider before...

Take one Systems Integrator, a CRM package, some hosted Call Recording and blend together until smooth – serve immediately! Click to talk technology is the latest in a raft of new recording applications developed by our sister company OPEX Hosting to provide real value to users of CRM packages. OPEX is partnering with systems integrator Fujitsu to add ‘click-to-talk’ technology into CRM systems such as ‘Salesforce’. Collectively this is a powerful application that enables sales personnel when reviewing customer data...

OPEX Hosting have recently launched a brand new staff rostering and scheduling service which successfully complements their growing suite of virtual call centre applications. The service incorporates ‘follow me capability’ so that regardless of where the agent or recipient of the call is, be it their desk, mobile or anywhere else the call will effectively follow them. It can be used in different ways depending on the needs of the client. One application of the product is in the event...

East Berkshire Primary Care (EBPC) Out of Hours Services have launched a groundbreaking new initiative using technology from OPEX Hosting to provide GPs and primary care providers in their area with a raft of new telephony services. These ‘in-network’ services are a ‘pay-as-you-go’ business package and deliver call recording, call routing and messaging, which provide numerous time and money saving benefits. Up until now, call recording to small-distributed locations like surgeries is expensive with the traditional on-site equipment model. EBPC...

In a move that will significantly enhance its customer offering, Business Systems UK Ltd completed the acquisition in June of the voice and data software company BeVoice Data Systems Ltd. Business Systems’ core business is the provision of Call Recording and associated WO (Workforce Optimisation) services, whereas BeVoice specialise in hosted telephony solutions and systems integration. Business Systems acquisition of BeVoice further strengthens the company’s offering of ‘in-network’ services through its subsidiary OPEX Hosting and greatly enhances its systems integration...

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...

An intelligent predictive dialler, with OFCOM compliant outbound calling services is just one option! OPEX Hosted Telephony Services have just launched OPEX IPD. Enabling small and large organisations to enjoy the productivity benefits of automated dialling, it maximises resource without high capital outlay. It uses the OPEX hosted model, enabling organisations to ‘Pay-As-They-Go’. This solution works differently to ‘Progressive’ or ‘Power dialling’, reducing silent and abandoned calls by predicting what calls and customer information records are needed, according to the...

OPEX introduces a clever little program that invites customers to give feedback straight after a call, if the customer is dissatisfied it immediately sends an alert to the team manager who can then take appropriate action. OPEX ‘Customer-Satisfaction’ is a program to help you focus on the customer and act immediately to salvage any damage that may have been done. Here’s how it works:- firstly, the program can link to your existing call recording system or work independently. It’s a...

Hosted network based telephony services provide instant additional capacity How many times does the delay in acquiring and setting up technology slow down a business opportunity? How long does a typical IT project last and how many months does it take to iron out the glitches? We all know the list goes on and the old adage of 'time is money' comes back to haunt us with startling reality. It does not have to be like this because other options...

In a move that will significantly enhance its customer offering, Business Systems UK Ltd completed the acquisition in April of the telephony services provider OPEX Hosting Ltd. OPEX is a provider of network-based telecommunication services, which are hosted and maintained on behalf of customers. This complements Business Systems' core business of the provision of Call Recording services by offering customers a totally flexible and reliable alternative to the traditional single-site CPE (customer premises equipment) installations. Many of today's business methods...

Business Systems has recently been accepted as an NHS approved supplier for voice and data recording and quality monitoring solutions, after a thorough evaluation process, by the NHS Purchasing and Supply Agency. The contract awarded to Business Systems under the NHS purchasing framework makes the company a preferred supplier until 31st August 2008. We were chosen to supply the NHS throughout the UK, because of the high quality of our professional services, our stability within the market place, and because...

'Domain Secure' Call Recording In response to a clear market need for flexible recording services, Business Systems has introduced 'Pay-As-You-Go' Call Recording. This specialist service ensures complete control over your recorded calls remains with you. A bespoke call recorder is implemented at your site, configured to your telephony system and network. Any type of telephony can be captured, including VoIP. An agreed billing period is settled with usage-only charging from 0.75 pence per recorded minute, which means no capital expenditure...