Hosted tools like Campaign Management & Process Control at the desk top are a source of much interest in the contact centre world right now for both inbound and outbound operations and here’s why… Contact Centres today need to have fluid processes in place to ensure they constantly provide the right performance levels, as failure to do so can quickly see costs rise and profits drop. Having the right process in place and keeping it current is key to good performance and in many instances this control is lacking. The OPEX Liquid Suite delivers both campaign management and process control but most importantly it provides a fluid development environment that enables the quick and easy build of Customer Interaction screens and workflows. This flexibility enables the contact centre to quickly understand and deploy the best processes to meets its business needs and can be regularly fine tuned for maximum benefit. The Liquid suite also works well in the branch office environment where the goal of many large organisations is to create a virtual call centre by tapping into the unproductive time of branch staff across multiple offices. This is a highly profitable model but requires a hosted model like the Liquid Suite to develop, control and manage the process as a single entity. Clearly all businesses are different but the common gains in deploying the Liquid Suite can see a significant reduction in ‘average handling time’ or ‘first/single call resolution’ where access to relevant customer data or the transfer of knowledge between both parties is a necessity. Another significant benefit is the reduction in training time required for new staff because there is controlled adherence to the best processes. For more information on Liquid Contact Suite please call us 020 8326 8326 or email [email protected]. For more information about hosted solutions – including cases studies, white papers and brochures – please visit: www.opexhosting.co.uk. 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