AI & automation
Effortlessly scale, reduce inbound demand and automate routine tasks with conversational AI and intelligent automation.
CX management
Deliver seamless, omnichannel customer journeys with scaleable cloud platforms and integrated tools.
Monitoring and compliance
Record, archive and govern all communications securely to ensure compliance and reduce risk.
Workforce management
Forecast accurately, schedule efficiently and empower teams with real-time performance insights.
Conversational AI solutions
Empower your contact centre with Agentic AI. Deliver seamless, natural conversations across voice and digital channels, cut costs through large-scale automation, and provide always-on, scalable self-service.
Real-time interaction guidance
Support agents in the moment with live AI insights. From sentiment analysis and context-aware recommendations to compliance support, empower colleagues to deliver better outcomes in every interaction.
Proactive engagement
Engage customers at the right moment with AI-powered automation. Reduce inbound demand with intelligent outbound notifications, personalise journeys with smart segmentation, and increase self-service adoption.
CCaaS solutions
Modernise your contact centre with flexible, cloud-native platforms that scale with demand and customer expectations. Ensure agility, faster deployments, and seamless integration - while reducing costs and improving service quality
Compliant call recording software
Capture and secure every interaction with tamper-proof, FCA, MiFID II, PCI DSS and GDPR-compliant call recording. Ensure audit-readiness with real-time monitoring, automated policies, and rapid retrieval.
Communications governance & archiving
Eliminate risk with a single, centralised platform for all records. Ensure regulatory assurance with verified chain-of-custody, automated retention policies, and fast, scalable search.
Interview recording
Accurately capture investigative and evidential conversations with secure, tamper-evident recordings. Deploy across custody suites, mobile, or remote settings, fully integrated with case management systems.
Workforce management software
Ensure the right people are in the right place at the right time. AI-powered forecasting, real-time scheduling, and shift automation help you optimise resources and manage demand fluctuations efficiently.
Performance management software
Boost agent engagement and performance with real-time KPI tracking, automated coaching, and personalised learning dashboards. Drive continuous improvement at scale.
Interaction analytics
Unlock insights from every customer interaction with AI-powered analytics. Detect sentiment, spot compliance risks, and support agent coaching with real-time intelligence.
Blue Light
Ensure evidential integrity and resilience with secure, compliant communication for blue light.
Financial Services
Strengthen compliance, efficiency, and CX with tailored financial communication solutions.
Government
Modernise public sector services with secure, compliant, citizen-focused communication solutions.
Utilities
Optimise customer service and resilience with AI-driven communication for utilities.
Retail
Deliver seamless, omnichannel retail experiences while reducing costs with smart automation.
Housing
Transform housing services with automation and AI, supporting tenants and reducing costs.
Travel & Leisure
Enhance customer journeys with scalable, secure, and personalised travel communication solutions.
Supporting Leeds Building Society with Colleague Engagement
With a busy contact centre managing on average one million interactions every year, a growing workforce, and a commitment to maintaining a positive customer experience, the team identified a need to implement a robust system to manage team rotas, while…
Experian® drive business change and customer retention with Analytics
Prior to implementing speech analytics, business insight was derived from the telephony and IVR systems as well as anecdotal information shared by agents. It was evident to Experian that better technology could deliver these results faster and more effectively.
Interaction Analytics – Driving Service Excellence
The bank identified that they didn’t have sufficient visibility and insight into their calls. Although they could obtain information from their agents, they felt they were lacking in data regarding the customer experience.
We believe in delivering more than just technology.
Business Systems provides outcome-driven solutions that empower businesses to transform customer experience and compliance. Our approach to partnership ensures that every engagement is tailored to your organisation’s goals, driving operational efficiency, customer satisfaction, and long-term value.
With decades of expertise and a vendor-neutral stance, we guide you through every step of transformation, from discovery to ongoing improvement. Our engagement model is built upon five core stages.
Discover
We immerse ourselves in your business to understand your operations, culture, and goals. Through workshops, reviews, and feedback, we identify quick wins and long-term strategies that deliver measurable ROI.
Stakeholder engagement
Engage key stakeholders through in-depth discovery workshops to understand challenges and objectives.
Operational analysis
Review current workflows, customer journeys, and existing technology infrastructure for optimisation opportunities.
Benchmarking and best practices
Identify quick wins for immediate impact
Strategic roadmap
Define success metrics and develop a tailored outcome driven transformation plan.
Design
We create bespoke technology roadmaps using automation, AI, and customer experience strategies, leveraging partnerships with top vendors. This ensures scalable, efficient solutions that evolve with your business.
Strategic solution design
Craft tailored solutions to optimise workflows and drive cost efficiencies.
Omnichannel engagement
Develop seamless, customer-centric engagement strategies across all touchpoints.
Effortless systems integration
Ensure seamless integration with existing technology stack.
Robust compliance and security
Conduct comprehensive security and regulatory assessments to safeguard operations.
Deliver
We ensure smooth implementation and adoption with expert project management and minimal disruption, enabling value from day one.
Expert-led implementation
Provide hands-on project management and training for seamless deployment.
Best-practice execution
Implement solutions using proven methodologies to maximise efficiency.
Data-driven performance
Monitoring Offer real-time reporting and analytics to track success and optimise outcomes.
Regulatory compliance assurance
Ensure adherence to industry standards.
Perform
Beyond deployment, we continuously monitor and refine to sustain success, driving ROI and customer satisfaction.
Dedicated account management
Conduct regular check-ins to ensure alignment with evolving business needs.
Continuous performance monitoring
Leverage real-time insights to track solution effectiveness and drive improvements.
Managed Services
We deliver outcome-driven services that outperform in-house teams. Our experts continuously improve performance, boosting efficiency, and scalability.
Scalability and Future Readiness
Identify opportunities for growth, ensuring solutions evolve alongside your business.
Transform
We help businesses future-proof their customer experience and compliance operations through continuous improvement and innovation strategies.
Our goal is to empower scalable, future-ready operations that deepen customer relationships, while reducing costs.
AI-powered efficiency
Identify opportunities to streamline operations and enhance productivity with AI-driven solutions.
Future-ready technology adoption
Recommend emerging technologies that align with evolving customer expectations.
Seamless transformation
Data-driven innovation
Leverage analytics and insights to refine strategies.
From strategy to execution and beyond, we are an extension of your team, guiding you towards long-term transformation and success.
Outcome-focused, not technology-led
We don’t push technology for the sake of it – we create the right solutions for your business needs, ensuring measurable success.
Vendor-neutral expertise
As an independent partner, we offer unbiased, best-in-class solutions tailored to your contact centre’s requirements.
Proven results in operational efficiency
We have helped businesses reduce costs by up to 50%, improve CSAT, and achieve seamless technology integrations.
Compliance at the core
With expertise in GDPR, PCI DSS, and industry regulations, we ensure that all solutions meet the highest compliance standards.
Our solutions are designed to enhance customer experience, streamline operations, and ensure compliance.
Ready to enhance efficiency, drive customer satisfaction, and future-proof your operations? Get in touch with our expert consultants to discover how Business Systems can help your organisation thrive.