TTL Automotive are specialist advisors to the automotive industry, delivering a number of performance improvement programmes to customers including Honda, SAAB, Renault and Fiat Group, TTL are committed to adding value to their customers’ bottom line by deploying technology solutions designed to increase sales conversion, whilst up-skilling customers’ sales teams. To achieve this TTL Automotive have invested in OPEX Hosting’s Call Craft platform. This technology platform provides them with a hosted call recording application and state-of-the-art reporting suite accessible via the web, which enables TTL to very easily, remotely implement call recording on any of their customers’ sites. The technology solution deployed provides TTL customers with several key business advantages. It provides a crystal clear picture of their marketing effectiveness. Through the allocation of specific numbers to campaigns, budgets can be cut and proven returns from financial investments can be measured. One TTL customer for example, achieved a 66% saving in advertising spend, as money was redirected to the campaigns which were proven to generate the best response. The technology also provides real insight and accountability into how sales staff deal with customers on the telephone. For the first time ever TTL customers are getting to hear their customer’s side of a conversation and can evaluate how professionally the call was handled and whether rapport was built, a significant factor in minimising missed appointments. Alex Underwood, Operations Director at TTL Automotive commented, “This product is a great way to demonstrate just what impact individuals are having on their sales team by empowering them to share best practice and celebrate the successes.” Implemented as a stand alone product which can be deployed rapidly with a brief telephone instruction, OPEX Hosting worked with TTL to understand and develop the product to meet the reporting needs of TTL and their customers. This also involved providing a TTL automotive branded front-end interface to the software. Written by: Business Systems UK
Blog 28 August, 2025 What is Conversational AI? A Beginner’s Guide to Smarter CX In today’s fast-paced digital landscape, businesses are under increasing pressure to deliver seamless and efficient customer experiences (CX). Customers expect quick responses, personalised interactions, and 24/7 availability. This is where Conversational AI comes in. By leveraging artificial intelligence (AI) and natural language processing (NLP), Conversational AI enhances customer service, automates interactions, and significantly improves operational
Blog 23 July, 2025 Mike Wardell Appointed Executive Chairman We are pleased to announce that Mike Wardell, former CEO of Business Systems Ltd, has transitioned to the role of Executive Chairman of both Business Systems and Wordwatch. This strategic move marks a significant milestone for both brands as they continue to strengthen their market-leading positions in customer contact solutions and communications governance and archiving.
Blog 16 July, 2025 Unlocking the Power of Conversation: How Interaction Analytics Is Reshaping Contact Centre Workforce Planning Contact centres are no longer just cost centres – they’re goldmines of actionable insight. And in 2025, forward-thinking customer contact leaders are discovering that the most untapped resource in their operations isn’t in headcount or tech—it’s the conversations they’re already having. Welcome to the era of interaction analytics. With the power to transform how you
Blog 8 July, 2025 From Hype to Impact: AI Strategies for Maximum ROI AI is revolutionising customer contact – but for many contact centres, the results aren’t matching the promise. Despite a surge in experimentation, too many organisations find themselves in “pilot paralysis”: high on potential, low on return. Contact centres need to adopt AI, but many are hitting the same wall: inconsistent ROI. Why? Because not all
Blog 3 June, 2025 Why Workforce Engagement is Key to Retaining Contact Centre Agents Call of Duty: Why Engaged Agents Stay in Contact Centres One repeat challenge our consultants see when we partner with new organisations is Agent retention. With increasing customer expectations, hybrid working models, and AI-driven efficiencies reshaping the contact centre industry, there is always an ongoing pressure for organisations to keep agents engaged and motivated in
Blog 15 May, 2025 How OpenAI’s o3 and o4 Mini Models are a major step forward in Conversational AI for Contact Centres The release of OpenAI’s latest large language models – o3 and o4 mini – represents a major step forward in the evolution of enterprise-grade AI for customer service. These new models are purpose-built to handle complexity, improve reasoning, and scale automation without compromising control or compliance. For contact centres looking to enhance customer experiences and
Blog 1 April, 2025 AI Agents in Contact Centres: Are You Ready for the Future? The Future of Customer Service is Here The contact centre industry is undergoing a significant transformation. Rising customer expectations, increasing operational costs, and workforce shortages are putting immense pressure on businesses to deliver seamless customer experiences while maintaining profitability. The companies that embrace AI agents today are the industry leaders of tomorrow – those that
Blog 10 February, 2025 What is Agentic AI and Why Does It Matter to You? Agentic AI is transforming contact centres by enabling systems to act autonomously, adapt to new situations, and proactively achieve goals – much like a human agent. But how does it differ from traditional automation, and why should contact centre leaders take notice? What is Agentic AI? Unlike rule-based automation, Agentic AI makes independent decisions, learns