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.
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.
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.
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.
Workforce management software
Ensure the right people are in the right place at the right time. AI-powered forecasting, real-time scheduling, and shift automation help you optimise resources and manage demand fluctuations efficiently.
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.
Supporting Leeds Building Society with Colleague 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…
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.
Interaction Analytics – Driving Service Excellence
The bank identified that they didn’t have sufficient visibility and insight into their calls. Although they could obtain information from their agents, they felt they were lacking in data regarding the customer experience.
Dive deeper into the challenges and opportunities shaping customer experience, compliance and operational efficiency. Our expert-written whitepapers and practical guides offer strategic insight, real-world examples, and actionable advice to help you make informed decisions and drive meaningful change across your organisation.
A Practical Guide to Compliance and Customer Care Ensuring fair treatment for vulnerable customers is not just a best practice—it’s a regulatory requirement. With 53% of UK adults exhibiting characteristics of vulnerability, contact centres must proactively identify and support these customers while ensuring compliance with FCA guidelines. Failing to meet these standards can result in financial penalties, reputational damage, and lost customer trust. What You’ll Learn: How to define and identify vulnerable customers in a contact centre environment The latest...
Insights from the CCMA Leadership Series – Energy & Utilities The energy and utilities sector is evolving rapidly. With increasing regulatory pressure, growing customer expectations, and the push towards AI and automation, how can contact centres stay ahead? This exclusive report, developed in partnership with CCMA, captures key insights from industry leaders on how to build a future-ready contact centre. What You’ll Learn: The biggest CX challenges facing energy and utility firms today How AI and automation are reshaping customer...
Traditional risk management approaches are no longer adequate: The upheaval and instability brought about by the global pandemic and recent geopolitical events have made this evident. Instead, business leaders and their teams need to adopt a more comprehensive and adaptable approach. Download the full report to uncover the emerging non-financial risks organisations facing organisations. Download the Full Report
For Banks and other financial organisations, running and maintaining multiple legacy & live voice platforms is a costly burden with hidden risks. This in-depth report, sponsored by Wordwatch, outlines how these organisations can, by consolidating their view of legacy voice data: Improve Compliance Mitigate Disparate Data Risks Protect Their Reputation Cut Costs Download the full report now to find out more.
WFM Trends & Challenges in 2024 2024 is bringing waves of changes for contact centres. From advanced technologies to evolving customer needs, staying ahead of the curve is crucial. Explore the key trends and challenges we are seeing in 2024: Harnessing AI and Machine Learning Boosting Employee Engagement Optimising with Data-Driven Insights Supporting Vulnerable Customers Effectively Building a Mobile-First Customer Experience Download the guide to discover how to deliver exceptional customer service, optimise your contact centre operations and prepare for...
Crafted in collaboration with 1LoD’s Leaders’ Network, this survey reflects thousands of conversations and consultations with industry leaders. It serves as an essential benchmarking tool for financial institutions worldwide, enabling them to gauge their surveillance practices against industry peers and navigate the evolving regulatory and technological landscape. The report has been compiled with insights provided by 30 banks. 74% of the banks who participated in the survey monitor a population of 1000+. Wordwatch is proud to be a lead sponsor...
Rapid advancements in technology are redefining the ways in which customers and organisations interact. In this whitepaper, we explore seven key digital trends in the contact centre that present opportunities to enhance customer experience. The importance of providing good quality digital conversations - 94% of consumers are frustrated by disjointed encounters with organisations. The power of Instant Messaging as a primary service channel - 70% of UK consumers feel more connected to businesses they can message. How Service Simplification is...
At its core, the Consumer Duty aims to meet customers' needs and wellbeing, making it a top priority in every decision with the industry. In this short guide, we explore the criteria in more detail, listing ways organisations can help address these needs. Our guide explores: A detailed understanding of the principle How to oversee compliance within an organisation Information on conducting a thorough gap analysis Tips on re-assessing the customer journey What a Consumer Duty Triage Review would include...
Only 37% of CX leaders believe they have a well-developed enterprise data architecture that enables high-quality, data-driven and personalised CX (CX Today). Contact centre reporting is suffering, with organisations being left without a single consolidated view of how the contact centre is performing. Leaders looking to deliver a personalised and proactive customer experience need to ensure they have a clear data and insights strategy. Download our guide to gain insights into: Common challenges with reporting processes within the contact centre...
Consumers are now looking for more digital and self-service options when getting in touch with a business. But before addressing this need, carrying out a successful automation and self-serve customer service strategy is key, and is something which many organisations fail to do. In fact, at our last CX Transformation event, we discovered that 40% of CX leaders are still unsure as to how to deliver customer satisfaction, as the primary contact moves away from voice, to self-service and digital....
At our last CX Transformation event, we uncovered a popular challenge organisations are struggling with - failing to deliver a seamless omnichannel customer experience (CX). Our client success team have delved deeper into this challenge in part 2 of our Leader's Guide to CX - 'How to Deliver a Consistent Omnichannel Customer Experience'. Download our guide to gain insights into: Delivering consistent, seamless customer journeys Embedding omnichannel and 'customer-centricity' into your business Tips & tricks in developing a winning CX...
At our last CX Transformation event, we met with and listened to over 20 companies uncover the biggest challenges they are facing. Our client success team have now delved deeper into the top 4 challenges. In this short guide, we explore the first challenge, as voted for by our audience - 'How Legacy Systems Prohibit Great Customer Experience'. Our guide explores: The challenge organisations face with legacy systems and how they impact CX The importance of this challenge and the...
The importance behind understanding customer intent is anything but new. Its been a topic of discussion for the last 10-15 years. But brands are still grappling with the 'why'. 'Why' are my customers getting in touch in the first place? By truly understanding customer intent, organisations can delve deeper into the customer journey and personalise the customer experience. In this short guide we explore the importance of customer intent and the risks associated with overlooking it. Our guide explores: Benefits...