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 your agenda, considering the implications of this in the long term can potentially save you the hassle of having to worry about what options you have in order to facilitate the playback of historic calls when the time comes to replacing your solution. As manufacturers release new products into an ever changing marketplace, older versions of systems are discontinued; the key outcome of which is that support is no longer provided. This can be because of hardware of software being no longer supported. With retention periods for call recordings ranging anywhere from 6 months to 7+ years (depending on an organisation’s internal policies, products and the marketplace in which it operates) support capability can suddenly become a much bigger concern. How would you ensure the retrieval of your old call recordings (together with any related software and hardware) is maintained? The answer is simple – add this vital component to your evaluation and selection criteria when implementing a new call recording solution. You will be surprised at the amount of companies who overlook such a significant component when carrying out system evaluations. Business Systems can offer options such as beyond end-of-life support, long after the manufacturer support has ceased (this can be for both hardware and software). This also includes upgrades that can include data migration to a new solution or a software portal solution allowing you to combine many systems into a single user interface. With an extensive spare parts holding and a large engineering base, alternative options can be provided for your call recording software. If you’re current call recording provider has said your system has reached its end of life, don’t fret – check out our page on support for discontinued call recorders – if you still have any questions, contact our team – we’d be happy to help. Written by: Triana Atallah
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