When selecting a new voice recording solution most companies will follow a ‘due diligence’ process. This will generally cover areas such as specification, suitability, price, manufacturer pedigree and support credentials, etc. Meshed into this will be the manufacturer’s policy for end-of-life. Whilst not top of the list when purchasing the latest and greatest product offering it is important to remember that most manufacturers will want to keep you running as close to the latest release as possible. This trend of ‘software maintenance’ has slowly filtered its way into the voice recording arena with all major manufacturers now sporting their own offerings. Supported versions generally run at N – 1 or N – 2 (where N is the latest major release). Whilst maintaining this upgrade policy makes good sense it does beg the question, ‘What happens to the equipment I may need to retain for the playback of historic audio (archived calls) when I finally replace my solution?’. With many organisations looking to keep their voice recordings for 2 years or more (and 7 is no longer uncommon) the support question suddenly becomes a bigger issue. The manufacturer will not maintain old versions that are end-of-life and are unlikely to offer T+M (Time & Materials). How do you ensure that the retrieval of your old recordings (and any associated hardware and software) are maintained? The answer is you must add this important question to your selection criteria when adopting a new voice recording solution. You will be amazed at the number of companies that overlook this point. Business Systems offers an innovative alternative to this problem by offering ‘beyond end-of-life support’ for many of its existing customers and has been doing so for many years. We are able to continue supporting the product long after the manufacturers support has ceased and with our extensive spare parts holding, engineering excellence and lifetime approach to our customers you can be confident in your decision and your ability to playback old calls! For further information contact us now or call 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.
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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
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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