This is NICE’s 3rd generation of the Nicecall and they have put a lot of effort into giving the market a useable product, which competes well against other comparable mid range solutions such as the VocalPro. In the past NICE have been in a dilemma as to how many features to put into their smaller system and how many to leave out so that it does not detract from its big brother the Nicelog; with the NiceCall Focus III it looks like they got it just about right. NiceCall Focus III is ideal for branch of?ces or smaller subsidiaries as it can be used in conjunction with its big brother Nicelog. Calls from the NiceCall Focus III and the Nicelog can be held in a central database. The beauty of this is that there can now be one centralised point for administration and access to calls from different recorders, at different locations. This compatibility will help many organisations that are struggling to manage disparate sites. NiceCall Focus III also offers increased capacity taking it to exactly what you would expect as the industry average for mid range recorders: – it records up to 48 channels and contains 50,000 hours of on-line capacity. Unlike Versions I and II of this product, the NiceCall Focus III can offer (on particular switches), D Channel and CDR integration; this gives users more advanced search parameters that can determine whether a call is either incoming / outgoing and also identify the CLI. For contact centre environments NiceCall Focus III also offers CTI integration, which allows users to search for calls by call ?ow information searching on information such as ‘transfers’. NiceCall Focus III also offers full integration with NICE quality monitoring software, making it an ideal proposition for mid-sized contact centres. 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.
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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
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