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 telephony services like call recording via the web. Why hosted recording? With onsite call recording solutions proving in some cases to be less cost effective and challenging economic times ahead, many clients are now opting for a far more flexible and cost efficient hosted call recording platform. This trend is reinforced by a recent report from analysts IDC, which outlines moves to make cloud the default platform for business software in 2012. Security is a key component of ensuring the success of cloud based apps and the Call Craft platform is packed with features ensuring FSA compliance and incorporating ISO 27001 accreditation, contingency and disaster recovery planning, RSA tokens and detailed tamperproof activity logging. The OPEX platform can also offer some significant improvements around the security of data versus traditional onsite servers. How does it work? Login credentials are provided for a customer to logon to a secure web portal to search for, playback and download call recordings. Flexibility comes as standard, where landlines or outbound mobile handsets can be added as a company expands with minimal capital expenditure. Without investing in any additional equipment, the Call Craft platform is customised to suit business requirements, enabling it to work with any existing telephony infrastructure in the organisation. For more information about hosted call recording benefits, please email [email protected] or call 020 8326 8326. Written by: Business Systems UK
Blog 28 August, 2025 What is Conversational AI? A Beginner’s Guide to Smarter CX In today’s fast-paced digital landscape, businesses are under increasing pressure to deliver seamless and efficient customer experiences (CX). Customers expect quick responses, personalised interactions, and 24/7 availability. This is where Conversational AI comes in. By leveraging artificial intelligence (AI) and natural language processing (NLP), Conversational AI enhances customer service, automates interactions, and significantly improves operational
Blog 23 July, 2025 Mike Wardell Appointed Executive Chairman We are pleased to announce that Mike Wardell, former CEO of Business Systems Ltd, has transitioned to the role of Executive Chairman of both Business Systems and Wordwatch. This strategic move marks a significant milestone for both brands as they continue to strengthen their market-leading positions in customer contact solutions and communications governance and archiving.
Blog 16 July, 2025 Unlocking the Power of Conversation: How Interaction Analytics Is Reshaping Contact Centre Workforce Planning Contact centres are no longer just cost centres – they’re goldmines of actionable insight. And in 2025, forward-thinking customer contact leaders are discovering that the most untapped resource in their operations isn’t in headcount or tech—it’s the conversations they’re already having. Welcome to the era of interaction analytics. With the power to transform how you
Blog 8 July, 2025 From Hype to Impact: AI Strategies for Maximum ROI AI is revolutionising customer contact – but for many contact centres, the results aren’t matching the promise. Despite a surge in experimentation, too many organisations find themselves in “pilot paralysis”: high on potential, low on return. Contact centres need to adopt AI, but many are hitting the same wall: inconsistent ROI. Why? Because not all
Blog 3 June, 2025 Why Workforce Engagement is Key to Retaining Contact Centre Agents Call of Duty: Why Engaged Agents Stay in Contact Centres One repeat challenge our consultants see when we partner with new organisations is Agent retention. With increasing customer expectations, hybrid working models, and AI-driven efficiencies reshaping the contact centre industry, there is always an ongoing pressure for organisations to keep agents engaged and motivated in
Blog 15 May, 2025 How OpenAI’s o3 and o4 Mini Models are a major step forward in Conversational AI for Contact Centres The release of OpenAI’s latest large language models – o3 and o4 mini – represents a major step forward in the evolution of enterprise-grade AI for customer service. These new models are purpose-built to handle complexity, improve reasoning, and scale automation without compromising control or compliance. For contact centres looking to enhance customer experiences and
Blog 1 April, 2025 AI Agents in Contact Centres: Are You Ready for the Future? The Future of Customer Service is Here The contact centre industry is undergoing a significant transformation. Rising customer expectations, increasing operational costs, and workforce shortages are putting immense pressure on businesses to deliver seamless customer experiences while maintaining profitability. The companies that embrace AI agents today are the industry leaders of tomorrow – those that
Blog 10 February, 2025 What is Agentic AI and Why Does It Matter to You? Agentic AI is transforming contact centres by enabling systems to act autonomously, adapt to new situations, and proactively achieve goals – much like a human agent. But how does it differ from traditional automation, and why should contact centre leaders take notice? What is Agentic AI? Unlike rule-based automation, Agentic AI makes independent decisions, learns