AI & automation
Effortlessly scale, reduce inbound demand and automate routine tasks with conversational AI and intelligent automation.
CX management
Deliver seamless, omnichannel customer journeys with scaleable cloud platforms and integrated tools.
Monitoring and compliance
Record, archive and govern all communications securely to ensure compliance and reduce risk.
Workforce management
Forecast accurately, schedule efficiently and empower teams with real-time performance insights.
Conversational AI solutions
Empower your contact centre with Agentic AI. Deliver seamless, natural conversations across voice and digital channels, cut costs through large-scale automation, and provide always-on, scalable self-service.
Real-time interaction guidance
Support agents in the moment with live AI insights. From sentiment analysis and context-aware recommendations to compliance support, empower colleagues to deliver better outcomes in every interaction.
Proactive engagement
Engage customers at the right moment with AI-powered automation. Reduce inbound demand with intelligent outbound notifications, personalise journeys with smart segmentation, and increase self-service adoption.
CCaaS solutions
Modernise your contact centre with flexible, cloud-native platforms that scale with demand and customer expectations. Ensure agility, faster deployments, and seamless integration - while reducing costs and improving service quality
Compliant call recording software
Capture and secure every interaction with tamper-proof, FCA, MiFID II, PCI DSS and GDPR-compliant call recording. Ensure audit-readiness with real-time monitoring, automated policies, and rapid retrieval.
Communications governance & archiving
Eliminate risk with a single, centralised platform for all records. Ensure regulatory assurance with verified chain-of-custody, automated retention policies, and fast, scalable search.
Interview recording
Accurately capture investigative and evidential conversations with secure, tamper-evident recordings. Deploy across custody suites, mobile, or remote settings, fully integrated with case management systems.
Workforce management software
Ensure the right people are in the right place at the right time. AI-powered forecasting, real-time scheduling, and shift automation help you optimise resources and manage demand fluctuations efficiently.
Performance management software
Boost agent engagement and performance with real-time KPI tracking, automated coaching, and personalised learning dashboards. Drive continuous improvement at scale.
Interaction analytics
Unlock insights from every customer interaction with AI-powered analytics. Detect sentiment, spot compliance risks, and support agent coaching with real-time intelligence.
Blue Light
Ensure evidential integrity and resilience with secure, compliant communication for blue light.
Financial Services
Strengthen compliance, efficiency, and CX with tailored financial communication solutions.
Government
Modernise public sector services with secure, compliant, citizen-focused communication solutions.
Utilities
Optimise customer service and resilience with AI-driven communication for utilities.
Retail
Deliver seamless, omnichannel retail experiences while reducing costs with smart automation.
Housing
Transform housing services with automation and AI, supporting tenants and reducing costs.
Travel & Leisure
Enhance customer journeys with scalable, secure, and personalised travel communication solutions.
Supporting Leeds Building Society with Colleague Engagement
With a busy contact centre managing on average one million interactions every year, a growing workforce, and a commitment to maintaining a positive customer experience, the team identified a need to implement a robust system to manage team rotas, while…
Experian® drive business change and customer retention with Analytics
Prior to implementing speech analytics, business insight was derived from the telephony and IVR systems as well as anecdotal information shared by agents. It was evident to Experian that better technology could deliver these results faster and more effectively.
Interaction Analytics – Driving Service Excellence
The bank identified that they didn’t have sufficient visibility and insight into their calls. Although they could obtain information from their agents, they felt they were lacking in data regarding the customer experience.
... to improve training, increase sales and productivity The Eurotunnel Contact Centre in Folkstone, Kent, handles all customer enquiries for Eurotunnel's passenger shuttle service, the 35-minute roll-on/roll-off train service that operates through the Channel Tunnel between Folkestone and Calais. 120 full-time staff provide multi-lingual telephone support to one million callers every year from across Europe. Staff are required to deal with a variety of travel enquiries, provide telephone support to on-line customers and take sales directly over the telephone. The...
[Last Updated: August 2016] For the more information on QM, Check out our Quality Monitoring Advice Hub and our latest industry report on The state of Quality Monitoring - 2016 in the UK. In almost every contact centre agents' calls are monitored and evaluated by their supervisor or a quality specialist. But is your contact centre receiving real value from this quality monitoring process? If your agents are being evaluated just a few times a month and the results are merely...
Unfortunately, no matter how good quality documentation and training provided is, the uniqueness of individuals and the way they perceive an agent's call performance will always produce an inconsistent evaluation result amongst a large group of evaluators. Therefore, how can a contact centre ensure a certain level of consistency with quality monitoring within an inconsistent process? One way is by contact centre management conducting regular auditing and calibration processes. Calibrating and auditing quality monitoring evaluators can be done in several...
Evaluate is a cost effective call quality evaluation tool for small to medium sized telephone based sales or service environments, which need to train staff or score and report on performance. Call Quality Evaluation - Quick product overview Easy to use windows based software Provides up to 20 scoring templates Integrates with ANY call recording platform Includes Scorers Guide for consistent scoring Costs as little as £100 per seat Provides facility to capture coaching notes Enables replay of call through...