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.
Unlock insights, strengthen compliance, and improve experience from every conversation – live and post-call.
Spot friction and distress as it happens to protect customer outcomes.
Emotion cues
Analyse tone, pace, and language patterns in real time
Live alerts
Detect frustration, confusion, or vulnerability early
Supervisor flags
Alert agents and supervisors to intervene or adapt the conversation
CSAT uplift
Improve CSAT and reduce complaint escalation
Stay audit-ready with full coverage of customer interactions.
Disclosure checks
Monitor every call for required disclosures and script adherence
Policy alignment
Track FCA, Ofgem, PCI DSS, and GDPR alignment automatically
Risk alerts
Reduce the risk of non-compliance with real-time alerts
Audit logs
Generate detailed, auditable logs for QA and regulatory reporting
Drive quality improvements through data-backed coaching.
Behaviour insights
Identify coaching opportunities through interaction analytics
Targeted training
Benchmark agent performance across key behaviours and KPIs
Faster onboarding
Deliver targeted training plans with real-world call examples
Quality Assurance
Enrichment Reduce onboarding time and improve quality assurance
Understand what’s driving customer contact—and how to fix it.
Intent discovery
Identify recurring reasons for calls and repeat contact
Outcome analysis
Analyse outcomes and keyword trends across thousands of calls
Outcome linkage
Link interaction data to outcomes like churn, NPS, or complaints
Cross-team alignment
Align cross-team initiatives based on customer voice insights
Cut repeat contacts and reduce handling times.
Spot issues early and deliver more consistent experiences.
Detect hidden risks before they escalate.
Give leaders clear evidence to guide strategy and investment.
We partner with the world’s leading technology providers, ensuring unbiased recommendations tailored to your needs.
With decades of industry experience and expertise, we deliver measurable ROI and transformational results.
We align every solution with your business objectives, ensuring a seamless experience.
Our solutions are built to meet the highest regulatory standards.
Speak to our specialists today and discover how Business Systems’ Interaction Analytics software can help you unlock the value of every conversation and turn insight into action.
Speech Analytics is used to analyse and interpret voice calls in contact centres to extract insights on customer sentiment, compliance, agent performance, and service trends.
By identifying the root causes of contact, coaching opportunities, and emerging service issues, Speech Analytics helps contact centres improve resolution rates, customer satisfaction, and compliance adherence.
Yes. Speech Analytics software uses emotion detection to monitor tone, pace, and keywords—helping to identify frustration, confusion, or potential vulnerability in real time.
Absolutely. Our solutions support industry standards including FCA, Ofgem, PCI DSS, GDPR, and ISO 27001, with secure data handling and auditable logs.
Ready to enhance efficiency, drive customer satisfaction, and future-proof your operations?
Get in touch with our expert consultants to discover how Business Systems can help your organisation thrive.