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.
Artificial Intelligence (AI) is a huge buzzword for a broad range of technology and functions. Many organaisations may already be using AI. Or they are already aware of the common contact centre use cases for AI. But how much do organisations really know about this term? Demystify how AI works in the contact centre by downloading this guide.
Upgrading to a cloud contact centre is becoming a crucial way forward in how businesses operate. Ensuring effortless customer experiences that exceed expectations is critical to a contact centres success. But call centre software that manages systems and customer channels separately can make this extremely difficult to do. Is your current contact centre setup making your job harder than it should be? If so, download this guide to see if now is the right time to level up to a...
Social customer service is complicated. What may begin as a single tweet can escalate into a battle of voices. For each customer query that requires a response, this complicated social thread must be understood, deconstructed and assigned to agents with clear intent. Technology, with support from a fantastic customer service team, is the only way to achieve this.
The pandemic has accelerated digital transformation across the business world. Contact centres in particular have had to adjust and become more agile in their operations. In order to find out more, download the recent survey on ‘The State of Contact Centres in 2021’ This report has uncovered many insights, one of them being that 3-in-4 contact centres have moved to the Cloud. This report covers the following topics: Accelerated Cloud Migration: How the pandemic has accelerated cloud adoptionMaking AI...
We've teamed up with Contact Babel in their latest report: “The Inner Circle Guide to Cloud-based Contact Centre Solutions (4th edition)". This guide aims to provide a detailed and definitive view of: the reality of implementing Cloud-based Contact Centre Solutionsvendors and products available for Cloud-based Contact Centre Solutionswhat the future holds for the Cloud Contact Centres It's a must read guide regardless of what stage of the cloud journey you are on. Here are some of the topics our in-depth guide delves deeper into:...
Contact Centre adoption and support for first generation digital channels such as Email and Web Chat, including video chat and co-browsing is growing rapidly. However, customers today are rapidly moving beyond first-generation channels to next generation digital channels (social platforms such as Facebook, LinkedIn, Twitter etc). These are well on their way to become mainstream Contact Centre channels. How can and should Contact Centres adapt?
Disasters and their effects on contact centres can come without warning and impact your company's image and bottom line. If you haven't implemented a disaster recovery or business continuity plan, your contact centre platform might not have the scalability and flexibility needed to respond to the situation. As your organisation navigates potential emergency situations, Business Systems and NICE inContact have your contact centre technology needs covered. Our guide covers the following topics: What is Business Continuity and Disaster Recovery?What is the operational and financial impact...
Making customers happy in today’s environment is not just a good idea - it’s a necessity. A good customer experience means customers are likely to spend more, be loyal and make recommendations to their friends and family. And with the right digital customer service platform, every organisation can offer faster, results-driven service to cut costs and increase revenue by making more customers happy. To help you excel in customer service, download our guide for top tips and research on the importance of...