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Contact Centre Technology

Contact Centre Remote Working Solutions

Business Systems offers a range of Cloud Contact Centre Remote Working solutions from leading manufacturers such as NICE, Red Box and Verint, ensuring business continuity and disaster recovery.

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Helping Contact Centres Operate Remotely

With one of the largest Workforce Optimisation (WFO) team of consultants, Business Systems recommends and delivers the most suited Remote Working solution for a contact centre’s specific needs.  Our advanced Remote Working solutions are currently globally deployed across some of the largest contact centres, including Principality Building Society, where our Back-Office Workforce Optimisation software helped utilise spare capacity in the Branch Network and provided real-time management information (MI), to ensure KPI’s were being met.

Many of our Contact Centre Remote Working solutions are fast to deploy, solving challenges around customer support, re-optimising workforce schedules, notifying agents when making changes to schedules, ensuring productivity whilst working-from-home and ensuring contact centres are continuing to deliver the expected quality of service.

Workforce Management Solutions

An innovative range of Workforce Management technologies providing powerful forecasting and scheduling tools for all resource planning needs.

Back-Office Workforce Optimisation

Powerful Back-Office Workforce Optimisation software that ensures customer demands are met with intelligent work allocation and detailed real-time insight.

Call Recording Solutions

A comprehensive range of Call Recording solutions which can be implemented on-premise or in the cloud, to ensure compliance, improve customer experience and improve employee performance.

Robotic Process Automation

Intuitive Robotic Process Automation solutions that automate repetitive, admin driven processes facing the human workforce, driving greater operational and cost efficiencies.

Call Quality Monitoring

A broad range of Quality Monitoring solutions which evaluate and report on agent calls and interactions to monitor performance,identify training needs and increase customer satisfaction.

Speech Analytics

Powerful Speech Analytics software which allows organisations to uncover valuable business insights to improve customer satisfaction, operational efficiency, and proactive risk management.

Business Intelligence

Advanced Business Intelligence (BI) technology, encompassing dashboard reporting, real-time reports, visual analytics, and performance management tools.

Real-Time Customer Feedback

Powerful software enabling organisations to gather real-time feedback from customers across any contact channel including phone, text, web, email, and social media.

Cloud Communications

Integrated ecosystem of Cloud Communications solutions incorporating Cloud Contact Centre platforms, Contact Centre as a Service (CCaaS), Unified Communications as a Service (UCaaS) and SD-WAN offerings.
Call Recording Technology
"OPX was a game-changer for our business. We now manage work with workflows and effective queue management, we have integrated MI, extremely powerful performance management functionality, integrated QA and complaints management – altogether giving us a holistic view of all transactions "

Paul Barrow, HCL IBS Ltd Back-Office Workforce Optimisation

View Case Study

Why Choose Business Systems?

With over 30 years’ worth of knowledge and expertise within the contact centre market, we are passionate about ensuring organisations are well equipped to deal with business continuity, disaster recovery and productivity challenges when working remotely.  

  1. Over 30 years’ of specialisation in workforce optimisation technology, representing leading manufacturers such as NICE inContact, Calabrio, Red Box, NICE and Verint 
  2. Proven experience of helping contact centres overcome remote working challenges during the COVID-19 pandemic 
  3. Global support capabilities in over 28 countries 
  4. Contact centre solutions are provided on a securely hosted platform that conforms to ISO27001:2013 
  5. Managed service options for Workforce Management for those requiring a more hands-on approach when working remotely  
  6. Average response time of 24 minutes
"OPX was a game-changer for our business. We now manage work with workflows and effective queue management, we have integrated MI, extremely powerful performance management functionality, integrated QA and complaints management – altogether giving us a holistic view of all transactions "

Paul Barrow, HCL IBS Ltd Back-Office Workforce Optimisation

View Case Study

Contact Centre Remote Working Insights

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