In this article 01. Support for discontinued recorders When a salesman tells you his proposed system upgrade is a “forklift job” you know what he’s really saying is, “throw away what you’ve got and buy new”, yeah right! So what is the commercially astute thing to do and just where is the smart money being spent? In this article, the BSL Monitor shows you there’s a Nice alternative at a lower cost; so read on to find out more about Nicelog…. Nicelog users really score because there is a raft of Nicelog modules and add-ons that transform the basic systems into real operational powerhouses, providing their owners with bigger and better paybacks without the need or cost of a ‘forklift’ replacement. We strongly recommend all our Nicelog users to look at these additional modules to help improve the functionality of their call recording systems. An excellent case study can be read under ‘Applications That Rock’ which shows how BPO provider iResponse, achieved real benefits with ongoing savings and didn’t have to sell the farm to finance it. What happens if you own a Nicelog system but you’re not a Business Systems customer? No problem; our support department have a well-established procedure which accommodates rebuilding and maintaining Nicelog systems previously supplied under telco-agreements or via other sources. There is no denying the fact that since we introduced Nice back in1994, BSL has made Nicelog the system of choice for many organisations across the UK – over 450 customer sites is a pretty good vote of confidence by anyone’s standards. The reason is simple; in 1994 Nice were the only company to really offer a call recorder with an upgrade path that protected the customers’ investment. Thereby, allowing the customer to achieve greater financial payback year on year and today that same general rule still applies; so we say, let’s hear a big “well done” for the Nicelog development team. Support for discontinued recorders As manufacturers release new products into the market, older versions become discontinued with spare parts and support also being phased out accordingly. Business Systems continues to provide support on these products – for more information check out our webpage on support for discontinued recorders or get in touch on 0800 458 2988. Written by: Andy Mahoney
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