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.
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...
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...
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...
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...
With Contact Centres all over the globe facing the reality of home working for the foreseeable future, how can you manage remote agents? https://www.youtube.com/watch?v=CUKI7_fQAa4