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 are not familiar with campaign management tools here is what they do. The software assists agent productivity and competency by ensuring that they respond correctly to customer requirements both quickly and efficiently. Designed to improve staff performance by using consistent messaging and customer focus, it automates the process with dynamic call flow and customer information which is particularly beneficial for those organisations subject to compliance and FSA regulation. The software has great flexibility and agents can capture any information relevant to the campaign from each interaction along with comments and call outcomes. Where necessary, call backs can be automatically scheduled and these can be set up for specific dates or times with the use of a simple scheduling tool. Agents can also indicate when they are on breaks, assisting campaign managers with workforce planning, rostering and optimisation at any given time. There are also powerful reporting capabilities with an extensive range of ready-made templates covering the majority of needs; alternatively, bespoke reports can be created using a wizard. The depth of information captured, quickly defines activity patterns which can be corrected where necessary or replicated when excellent, thereby maximising campaigns and providing real financial gain. The OPEX campaign management module provides an open platform from which campaign managers can very easily create new campaigns. Using a simple Page Editor with the same look and feel as Microsoft Powerpoint™, a user can quickly drag and drop pages and data capture fields and determine the route and flow of a campaign. Complementing this, the Flow Designer feature provides managers with a visual representation of how information is channelled during an interaction, making it easier to understand the campaign flow from start to finish. Leading the way in support, this is one of the first products of its kind to provide an online community for users as part of the service, this provides the added ability to discuss issues, and share best practice methods. For further information on this product please email [email protected] or call 020 8326 8326. Written by: Business Systems UK
Blog 22 July, 2026 The Cost of Attrition: Why Workforce Engagement Management is a Self-Funding Strategy Contact centre attrition remains one of the most expensive challenges facing customer support leaders. CX Today reports annual turnover rates of 35-45% remain common across the industry, with each departure costing between £10,000 and £15,000 in recruitment, onboarding and lost productivity. For a 200-seat operation, that equates to roughly £700,000-£1.35 million in annual attrition costs
Blog 30 April, 2026 Customer Experience Tools: How to Choose (and Implement) the Right CX Platform for Your Business Choosing the right customer experience platform is a major decision for many businesses. The platform you choose shapes how customers interact with your business across every channel, determines what insights you can extract from those customer interactions, and influences whether or not your teams can deliver consistently excellent service. Yet many organisations approach this decision
Blog 16 April, 2026 Conversational AI in UK Contact Centres: Moving Beyond Basic Chatbots Many contact centres in the UK have implemented chatbot technology in some form or another, but with varying degrees of success. Recent industry research reveals that nearly 70% of customers become frustrated with chatbots and prefer speaking to human agents, and abandonment rates for basic chatbot interactions continue to remain stubbornly high. The problem isn’t
Blog 10 April, 2026 Proactive Customer Service: How Contact Centres Can Use Proactive AI to Anticipate Customer Needs The traditional model of customer service is almost entirely reactive: a customer discovers a problem, contacts your organisation, and waits for a solution. This approach places the burden squarely on the customer, requiring them to identify issues, navigate your contact channels, and often endure multiple interactions before their problem is solved. Proactive customer service powered
Blog 29 January, 2026 Microsoft Teams Recording Without the Risk: A Practical Guide for Regulated Organisations Microsoft Teams has become the backbone of collaboration across financial services, insurance, the public sector and other regulated industries. Trading conversations, client discussions, internal decisions and approvals are now happening daily across voice, video, chat and shared files. That shift brings opportunity, but it also introduces risk. For organisations operating under regulations such as FCA,
Blog 5 December, 2025 The clock is ticking: Why end-of-life recording systems are a critical compliance risk Outdated recording technology isn’t just an inconvenience, it’s a ticking time bomb for regulated firms. For financial services and other heavily regulated industries, end-of-life (EoL) voice recording systems can create dangerous blind spots. When vendors withdraw support, these unsupported platforms become vulnerable, exposing your firm to major compliance penalties under frameworks like MiFID II, FCA,
Blog 20 November, 2025 Proactive AI vs Reactive AI: Understanding the Difference Artificial intelligence is changing the way organisations across the UK engage with customers, but all AI solutions aren’t created equal. Many still rely on reactive models that respond only once a customer makes contact. Proactive AI takes a more advanced approach, identifying needs and acting before the customer does. Understanding the key differences between proactive
Blog 20 November, 2025 5 Ways Proactive AI Can Reduce Manual Workload in Contact Centres Contact centres today face a familiar challenge: maintaining exceptional service while managing high volumes, rising costs, and limited resources. Agents are spending valuable time on repetitive, manual work instead of focusing on complex, high-value interactions that truly build customer loyalty. This is where Proactive AI makes a measurable difference. By combining automation with intelligence, it