Solutions

CX Management Solutions

Customer experience solutions that enhance satisfaction

We don’t just optimise contact centres—we offer outcome-focused CX management solutions that unify customer journeys, improve responsiveness, and deliver results.

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As your digital transformation partner, Business Systems ensures that every CX strategy is aligned to your customer needs, business goals, and compliance requirements. Our omnichannel contact centre solutions help you elevate customer satisfaction while reducing service costs.

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Our CX management solutions

Omnichannel Experience Orchestration

Deliver seamless, connected customer journeys across every channel—voice, chat, email, SMS, and social.

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Interaction management

Centralised platform to manage all digital and voice interactions

Accurate resolutions

Intelligent routing for faster, more accurate resolutions

Consistent experiences

Unified customer profiles for consistent service experiences

Enhanced customer support

Supports vulnerable customers

Our CX management solutions

Customer and Interaction Analytics

Gain a complete view of customer behaviour to spot pain points and improve service outcomes.

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Journey mapping

Visual journey mapping across multiple channels

Identifying root causes

Root cause identification for repeat contact and service friction

Proactive engagement

Predictive insights to guide proactive engagement

Data-driven personalisation

Data-driven personalisation to enhance satisfaction and loyalty

Centralised platform

Voice of the customer & feedback management

Capture customer sentiment in real-time and turn insight into action.

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Integrated feedback tools

Integrated CSAT, NPS and post-interaction feedback tools

Real-time sentiment analysis

Speech and text analytics for real-time sentiment analysis

Risk flagging

Dashboards that flag risks, friction points, or dissatisfaction

Customer & agent alignment

Aligns customer feedback with agent performance for continuous improvement

Our CX management solutions

Contact centre as a service

Modernise your contact centre with agile, cloud-native platforms that scale and evolve with your customer expectations.

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Remote and hybrid support

Flexible cloud architecture to support remote and hybrid operations

Seamless integration

Fast deployment, low overhead, and vendor-agnostic integration

Customer service control

Real-time visibility and control over service levels and customer journeys

AI-ready infrastructure

AI-ready infrastructure to embed automation, analytics, and personalisation

Features and benefits

How CX management benefits your business

Empower agents when they need it most with AI-driven insights and live coaching to optimise every customer interaction.

Improve customer satisfaction

Deliver faster, more consistent, and personalised experiences.

Drive operational efficiency

Reduce handling time and simplify workflows with integrated platforms.

Increase efficiency

Anticipate needs, resolve issues faster, and build loyalty at scale.

Enable data-driven decision-making

Unlock actionable insights from every customer interaction.

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Our Proven Process for CX Transformation

We partner with you at every stage to ensure your CX strategy delivers long-term business value.

01

Discover

We work with stakeholders across your organisation to understand service challenges, customer pain points, and existing CX infrastructure.

02

Design

We develop a tailored customer experience roadmap, integrating omnichannel strategies, data sources, and performance metrics.

03

Deliver

We handle full implementation and integration—working closely with your teams to minimise disruption and ensure rapid adoption.

04

Perform

We continuously monitor CX performance and customer feedback, using insights to optimise journeys and elevate experience delivery.

05

Transform

We help future-proof your CX by scaling capabilities, introducing innovation, and evolving strategies with your business goals.

Why we do it

Our solutions

Our solutions are designed to enhance customer experience, streamline operations, and ensure compliance. our solutions deliver measurable impact.

AI & automation

Effortlessly scale, reduce inbound demand and automate routine tasks with conversational AI and intelligent automation.

Workforce engagement management

Forecast accurately, schedule efficiently and empower teams with real-time performance insights.

Monitoring & compliance

Record, archive and govern all communications securely to ensure compliance and reduce risk.

Supporting Leeds Building Society with Colleague Engagement

"The Business Systems team really work in partnership with you, as an extension of your team, and they go the extra mile to make sure we are happy and everything fits the brief"

Erweena Humpherson

Operational Optimisation Manager @ Leeds Building Society

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Experian® drive business change and customer retention with Analytics

"Business Systems helped us get the implementation right which was all important because this is not a one-off project; it’s a sustainable step-change to our business process."

Chris Barkataki

Strategy Manager, Experian

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Tier One Bank

Interaction Analytics – Driving Service Excellence

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Equiniti

Equiniti Speech Analytics

"Using Nexidia Speech Analytics has really helped us gain insight into the way our customers interact with us. It has enabled us to really listen to our customers, gain feedback from their calls and enhance our ability to deliver a positive memorable experience."

Gareth Wallis

Continuous Improvement and Insight Manager, Equiniti

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Home Group’s WFM Transformation

"We feel that we have been fully supported by the team at Business Systems. It wasn’t a case of ‘Here you go, plug it in’, I was supported throughout in the implementation phase, and beyond. The whole process has been absolutely fantastic."

Gavin Rogerson

Resource Planning Manager

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Hastings Direct – NICE CXone Cloud Contact Centre Solution

"Business Systems played a vital role in helping Hastings Direct deliver the platform. No other NICE partner could have helped us do what they did."

Lisa Irons

Head of Operational Transformation

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Best in class

We partner with the world’s leading technology providers, ensuring unbiased recommendations tailored to your needs.

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Expert partner

With decades of industry experience and expertise, we deliver measurable ROI and transformational results.

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Customer-centric

We align every solution with your business objectives, ensuring a seamless experience.

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Compliance first

Our solutions are built to meet the highest regulatory standards.

Frequently asked questions

Customer experience (CX) management is the practice of designing, overseeing, and improving every interaction a customer has with your organisation—across all channels and touchpoints.

Effective CX management drives higher satisfaction, improves loyalty, reduces churn, and boosts business performance by meeting customer expectations more consistently.

CX solutions include omnichannel platforms, customer journey analytics, feedback tools, contact centre infrastructure (like CCaaS), and AI-driven optimisation.

CX management improves resolution rates, customer satisfaction, team productivity, and operational insight—while reducing service costs and increasing competitive advantage.

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Unlock the power of unified customer experience management

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