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.
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...
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 Forum Community Connection 2022 The Forum National Customer Strategy and Planning Community Connection is a Face-to-face discussion, group collaboration, networking and supplier exhibition at the Grand Hotel, Newcastle. The days agenda is based around open collaboration groups, with tables hosted by senior industry practitioners, each bringing specialist experience in a range of topics or industries. Business Systems Stand If this event has already been marked in your diary, then visit the Business Systems stand, where we will be...
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 Forum National Conference 2021 The Forum National Conference is a Face-to-face discussion, group collaboration, networking and supplier exhibition at the Crewe Hall in Crewe. The days agenda is based around open collaboration groups, with tables hosted by senior industry practitioners, each bringing specialist experience in a range of topics or industries. Business Systems Stand If this event has already been marked in your diary, then visit the Business Systems stand, where we will be showcasing a selection of...