Steering your agents in the right direction Imagine you could apply the principles of a sat nav system in the context of a contact centre to ensure your agents travel from point ‘a’ to ‘b’ taking the most direct possible route, without error and in the shortest time possible. This is essentially what real time impact (RTI) delivers by capturing interactions across multiple channels, analysing past interactions, identifying the root causes, applying workflows and business rules and consolidating that output to provide real time guidance at the point of interaction. Customer interactions are effectively streamlined with agent guidance and process automation. It all sounds great in theory, but how does it actually work? RTI takes data from multiple applications and sources such as call recordings, customer data from your CRM, real time speech analytics and contextual data from previous customer interactions. It then processes this data through a real time decisioning engine and applies specific business rules unique to your contact centre and in line with your business objectives and in a matter of seconds offers real time guidance to agents during calls. As well as navigating agents through the complexities of live calls the technology can provide further automation during the updating and retrieval of customer information across different sources. Many contact centres have multiple systems in place including billing, CRM and campaign management systems, which means that information has to be updated individually across each application. Using RTI technology, agents can consolidate all data updates using just one application to input and extract relevant information, this then automatically updates that information across all systems. Providing even further guidance, RTI can also be set up to prompt agents with questions and best offers tailored uniquely to that individual customer, turning a mundane service call into a sales opportunity and bringing back that ‘small merchant intimacy’ level of service. Ultimately RTI is a solution which can direct agents on the best route to take to achieve the best possible outcome during a live call. To find out more about how your organisation could benefit from RTI, please email[email protected] or call 0800 458 2988 for further details 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