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.
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...
Dentsu’s existing IT service desk was reliant on a third-party organisation who were unable to provide a modern, reliable service. They needed a flexible global telephony solution. Genesys Cloud has now been in place for nearly two years for 117 countries with the ability to have 2 sites operating in different languages under separate management. SLA’s are now consistently above 94%. https://www.youtube.com/watch?v=WrSZIib-lkE
Wooo! turned to BSL when one of their clients had to move quickly to deal with a surge in customer demand resulting from the Covid crisis. Genesys Cloud was the only platform on the market capable of achieving the clients expectations. Watch our video case study to see how Business Systems eased the pressure and balanced the demand coming into the Contact Centre. https://www.youtube.com/watch?v=EkJJzflkK4E
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
OPX gives you visibility and control of your workforce and processes, making sure all resources are working together in perfect harmony! https://www.youtube.com/watch?v=ZjPOq9c4QwU
Find out how to improve Contact Centre efficiency with NICE inContact CXone. https://youtu.be/zfSjDYOXsg4
Find out how OPX helped design a unique proposition for outsourcing organisation HCL. https://youtu.be/Bn8_Dp7nE00
Award winning Back-Office Workforce Management Optimisation Solution (BOWFO) designed to support the digital transformation and workforce optimisation of the back office. https://youtu.be/bQ-UkDpSIFE
Watch this session on-demand where discuss the different ways you can inspire your employees to promote engagement and drive impressive ROI. Packed full of best practice tips and real-life examples! https://www.youtube.com/watch?v=zXj6r9CUCc0&feature=emb_logo