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.
Join us at industry events, roundtables, and networking sessions where we share insights, explore emerging trends, and connect with CX, operations, and compliance professionals. Whether we’re hosting or attending, our events are designed to spark meaningful conversations and help you stay ahead in a rapidly evolving landscape.
Ready to adopt AI in your contact centre—but not sure where to start, or how to prove the value? In this strategy-focused webinar, we break down two core approaches to AI adoption—the “assistive” hybrid model that augments your existing workforce, and the “digital-first” automation-led model that reimagines service delivery. Whether you're planning your first investment or scaling existing tools, we'll explore the steps to maximise ROI, manage innovation risk, and unlock the true potential of AI—from agent-assist tools to full-scale...
Empowering CX leaders to innovate, automate and elevate. We’re excited to join the Customer Experience Strategy Forum 2025 — an exclusive, invite-only event uniting CX, marketing and digital transformation leaders to explore the future of customer experience. Why Attend? ✔ Connect with Senior CX Decision-MakersJoin a hand-picked community of CX leaders, Chief Marketing Officers, and transformation experts from top-tier organisations. ✔ Discover What’s Next in CXFrom real-time customer engagement and loyalty strategies to the role of AI in delivering consistent,...
Driving innovation in social housing through automation and AI. We’re excited to share that we will be attending the Social Housing Strategy Forum 2025—an exclusive, invite-only event bringing together senior leaders from across the sector to tackle the biggest challenges in housing services with NICE. Why Attend? ✔ Meet Housing Leaders & InnovatorsConnect with senior decision-makers through one-to-one meetings, roundtable discussions, and speed networking. ✔ Explore Cutting-Edge SolutionsDiscover how Conversational AI and AI Agents are helping housing providers reduce costs,...
We’re excited to share that Business Systems will be sponsoring NICE Interactions International 2025, the biggest in-person customer experience event of the year. Join us at the world-renowned Twickenham Stadium as we connect with over 800 decision makers from leading industries including banking, insurance, telecommunications, utilities, hospitality, and travel. Why Attend? ✔ Discover Best Practices & Innovations – Learn from NICE industry experts and analysts✔ Network with Key Decision Makers – Connect with C-level executives and Contact Centre Managers✔ Explore...
Take Control of Your Contact Centre Demand New CCMA research shows that consumers welcome proactive engagement—when it benefits them. Whether it's status updates, resolving queries, or offering self-serve guidance, the key lies in using insights to engage through the right channels, at the right time. In today’s contact centres, where cost efficiency and customer experience (CX) must go hand in hand, a structured approach to proactive contact can reduce inbound demand, improve customer satisfaction, and build long-term loyalty. But where...
Customer expectations are evolving, and businesses must adapt with next-level AI, automation, and personalisation to deliver seamless, high-impact customer experiences. Join Business Systems at the 10th Annual Customer Experience Conference, where CX leaders from across industries will share insights on how to leverage AI, automation, and data-driven strategies to transform customer engagement. What’s on the Agenda? ✔ AI, Automation & Emerging Tech – Real-world use cases and their impact on CX✔ The Future of Customer Expectations – Stay ahead of...
The Spring Customer Strategy & Planning Conference is The Forum’s flagship event, bringing together industry leaders to explore best practices, innovation, and practical strategies for enhancing customer operations. Meet Business Systems at The Forum Conference We’ll be on hand to discuss how our Workforce Engagement and AI and automation solutions can help contact centres: Optimise customer interactions across digital and voice channels Reduce operational costs while enhancing service quality Empower workforce planning and engagement with intelligent solutions Schedule a 1:1...
This event has now taken place. To access the on-demand recording of this webinar, enter your email address below. Do you assume your quiet customers are okay? Organisations often misinterpret customer silence as satisfaction, and in doing so accept the significant price of those assumptions. Quiet can mean disengaged, or unsatisfied, leading to churn, cancellations, and increased costs Customer expectations are evolving rapidly – increasingly demanding seamless and personalised interactions. Businesses must proactively keep consumers engaged in conversation and learn...
This event has now taken place. Click here to visit our resource hub. Join Business Systems at the Police Strategy Forum 2024, a three-day event bringing together the finest thought leaders from across the UK and providing a professional networking platform to share ideas, benchmark best practice, discuss allocation of resources to enhance policing methods and look at how to deliver a better service to citizens. The Police Strategy Forum 2024 includes one-to-one business meetings, speed networking and group discussions....
Wordwatch will be exhibiting at The Broker Club Conference 2024 in London on 2nd May. This event has now taken place. Click here to visit our resource hub.
Is your contact centre struggling with high call volumes, customer churn, and increasing operational costs? In this webinar, Business Systems and Teneo.ai explore the five critical signs that indicate your centre is ready to shift to an AI-powered, agentless model. As customer expectations evolve at an unprecedented pace, adopting AI-driven automation is no longer optional—it's a necessity for contact centres looking to improve customer satisfaction, reduce churn, and scale efficiently. This webinar outlines the practical steps required to recognise when...
This event has now taken place. Click here to watch the on-demand session. In a rapidly evolving landscape, how can Housing Associations leverage technology to optimise resource allocation, improve response times to calls, and significantly boost tenant satisfaction? Join us for an insightful webinar featuring L&Q’s Head of Operational Support Services, Kim Baker, Michelle Taylor, CX Consultant at Business Systems and Nick Brook, WFM Consultant and Project Manager at Calabrio, as they delve into L&Q’s Workforce Management transformation journey. Discover...
This event has now taken place. Click here to visit our resource hub. Join Business Systems at the Local Government Procurement Expo. Bringing together buyers, suppliers and procurement leaders from across local government, LGPE provides extensive skills development, networking, collaboration and product showcase opportunities for organisations working within or exploring ways to enter the UK’s local government procurement marketplace, worth more than £63 billion a year. Learn more here. This event has now taken place. Click here to visit our...