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.
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.
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.
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.
Calabrio Workforce Management (WFM)
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.
How Reed Wellbeing Transformed Diabetes Prevention with AI-Powered Proactive 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…
Supporting Leeds Building Society with Colleague Engagement
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.
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...
With the fourth industrial revolution in full swing and current trends towards automation, cyber-physical systems, IoT, and cognitive computing on the rise, customer experience has become a top priority for global companies. The way businesses interact with customers is evolving, and real-time two-way dialogue is now expected. Previously, this communication was one-way, but the prevalence of social media, mobile technologies, and artificial intelligence has significantly transformed this relationship. The responsibility for optimising this engagement falls on the shoulders of customer...
Business Systems is back with another instalment of the popular Calabrio Community Forum series, hosted by WEM Consultant and Calabrio Expert, Shaunna Wilson. Are you interested in learning what Calabrio could do for your business? Have you implemented Calabrio already and want to get more out of the solution? Are you curious about how AI can transform your planning strategy? Then join Shaunna on Thursday 6th June at 10am where she will: Explore the latest Calabrio WFM features and why...
This event has now taken place. To watch the on-demand session, please click on the banner below. Vulnerable customers are at greater risk of harm due to financial, health or capability constraints. It is vital organisations understand how to identify vulnerable customers and tailor their services to provide additional support. Join Shaunna Wilson at Business Systems, Scott Budding at Calabrio, and Jamie Airey at UK Power Networks to understand how UK Power Networks became leaders in their field in terms...
This event has now taken place - if you wish to register your interest for future CX events, please complete the form below. About our events Our exclusive and complimentary client events are held each quarter, and explore a central theme within the CX landscape. Open discussion is encouraged using Chatham house rules to enable attendees to get the most out of the event. Previous events have been held at The Shard. London and The Edwardian, Manchester exploring CX post-Covid,...
This event has now taken place - if you wish to register your interest for future CX events, please complete the form below. Register your interest for future events below Join like minded individuals at this invitation-only event where we encourage key decision makers and influencers within the contact centre space to explore the increasing challenges presented by capturing, analysing and understanding customer intent across technology, people and process. Have a light lunch on us, at our exclusive London venue...
About the Webinar With the rise of smartphones and the emergence of multi-channel communications within the contact centres, the digital space is expanding at an increasing speed. Learning about the the latest digital trends, contact centre strategies and the future of omnichannel within this webinar can help propel your contact centre into the 21st century. So join Business Systems and Call Centre Helper in an interactive webinar, as we share with you the 5 tips to help design a great...
About the Webinar We all want to do more with less, benefiting from a more efficient and productive operating model. Unfortunately, there is no one magic formula or quick fix to achieve this. However, with slight incremental changes, contact centres can formulate a powerful workforce engagement management strategy to reduce costs across the board. So, join Business Systems and Calabrio in an interactive webinar as we share with you our top 9 ways contact centres can reduce costs (with real-life...
It’s time to evaluate what has been a difficult year and plan for 2021. So we teamed up with The Forum to discuss agent engagement, staff productivity and the customer journey in 2020 and beyond... Watch the recording for this webinar! Webinar Replay: Navigating and Adapting Your Contact Centre For The Future Setting clear metrics and measuring staff productivity to drive the right outcomes and behavioursFinding ways to become more efficient and drive continuous improvementCreating a culture of coaching and productivity for...
Unlock the Intelligence Buried in Your Contact Centre with Analytics Are you getting the insights you need to make decisions in your Contact Centre? In the era of big data, data is everywhere! But accessing and using this data can be tricky. Watch the recording for this webinar! Topics Covered: Three types of contact centre analytics and how they work in a multi-channel contact centreIdentifying trends & risks around customer experience and employee engagement10 real-life stories of how Analytics improved areas such...