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.
See our solutions in action and hear directly from the experts. From product walkthroughs to customer success stories and industry insights, our video content brings complex topics to life.
Watch the on-demand webinar hosted in partnership with The Forum, featuring IGLU, Calabrio and Business Systems. In this customer-led session, IGLU shares how they are using Quality Management and Analytics to move beyond reporting and take a more proactive, insight-led approach to operational performance. You’ll hear practical insight into: How quality is evolving from compliance to performance enablement How analytics is helping surface actionable operational insight How coaching and visibility are improving across teams The role of AI in enhancing...
As customer demand grew, IGLU needed greater visibility across its contact centre operation, stronger forecasting and planning capability, and deeper insight into customer interactions. Working with Business Systems and Calabrio, IGLU has evolved its use of Workforce Management, Quality Management and Analytics to support better planning, more effective coaching and more data-led operational decision-making. In this two-part video case study, hear directly from IGLU on their transformation journey, then learn how Business Systems supported the implementation, adoption and ongoing optimisation...
Operational efficiency is more than just cutting costs. It’s about enabling smarter, faster, and more effective engagement at scale. Manual outreach often struggles to keep up, leaving organisations juggling efficiency with quality of experience. Proactive AI provides a better way forward. By combining automation with intelligence, it not only streamlines multi-channel engagement but also ensures customers get exactly what they need, when they need it. In this webinar with Business Systems and NiCE, you’ll see how Proactive AI helps organisations...
Still relying on historical reports to forecast? Watch the on-demand recording to see how live conversation data sharpens forecasts, schedules and coaching—giving planners a competitive edge for 2025. In this exclusive webinar, Business Systems CX consultant Steven Fowler reveals how to: Surface the real drivers of contact demand Blend voice & text analytics with history for reliable forecasts Cut AHT outliers by spotting time-drain queries Schedule the right skills when complex or emotional cases spike Target coaching precisely where it...
Still debating where AI fits into your contact centre? Watch the on demand recording to compare assistive augmentation with automation-first models—and see which delivers measurable ROI faster. In this exclusive webinar, Head of Delivery, Barry Webb and Jamie Sullivan, our CX consultant will talk about: A practical comparison of augmentation vs automation-first strategies The truth behind why most organisations fail to realise ROI How to build a roadmap focused on outcomes, not just tech Crucial considerations around risk, compliance, and...
With 53% of UK adults exhibiting characteristics of vulnerability, managing customer interactions ethically and efficiently is more important than ever. The Financial Conduct Authority (FCA) mandates that businesses proactively identify and support these customers – yet, many contact centres struggle with compliance, agent enablement, and ensuring a seamless customer experience. In this exclusive webinar, Customer Experience Experts, Hamish Cliff and Malcolm Elliot, will explore how AI-powered voice mining solutions are transforming customer service. Learn how businesses can leverage voice mining...
Discover how proactive engagement can reduce inbound contact and enhance customer experience. Proactive contact isn’t just about reaching out—it’s about delivering value. From status updates to self-service guidance and personalised offers, using the right channels at the right time can improve efficiency, drive engagement, and build long-term loyalty. In this recent CCMA online seminar, industry leaders from AXA Health, Cadent, and Business Systems explore: Where proactive engagement delivers the most impact How it supports vulnerable customers The best channels for...
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...
Business Systems is back with another instalment of the popular Calabrio Community Forum series, hosted by WEM Consultant 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 as she: Explores the latest Calabrio One features Highlights important but often missed capabilities Shares her top tips for maximising...
Hamish Cliff, Head of Client Success, and Michelle Taylor, WEM Consultant, at Business Systems are joined by Kay-Leigh Butler, Resource Planning Manager, from Zen Internet, to discuss to discuss Zen's WFM transformation journey and how the business has improved employee engagement, customer experience, efficiencies and time savings through the right partnership and Workforce Management solution. Watch the on-demand session by filling out the form below:
Do you assume your quiet customers are ok? 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. According to Gartner “By 2025, proactive engagement interactions will outnumber reactive customer engagement interactions.” In this on demand webinar, Hamish Cliff, Head of Client Success at Business Systems, Barry Webb, Business Systems' Senior Digital Transformation Strategist and Mark Smith, Founder & CEO...
Business Systems’ expert Workforce Engagement Management (WEM) consultancy team are back with another Calabrio Community Forum. In the latest Calabrio Community Forum, WEM Consultant - Shaunna Wilson, discusses how businesses can transform and empower their workforce and optimise planning operations with the Calabrio One Workforce Management solution. Back by popular demand, attendees of the Calabrio Community Forum will: Discover the latest Calabrio One Workforce Management features, including automated forecasting. See Calabrio’s latest Workforce Engagement roadmap Shaunna will also be joined...
What are good ways to increase employee engagement? Creating a ‘people-first philosophy’ is now key to an organisations success. Our journey with Zen Internet, who were voted the Sunday Times’ Top 100 Companies to work for, has highlighted how important it is to become an employee focused organisation. With the ‘Great Resignation’ now sweeping the contact centre workforce, leaders need to take charge with innovative and fresh ways to increase employee engagement. In addition to the ‘Great Resignation’, the contact...