Dentsu’s existing IT service desk was reliant on a third-party organisation who were unable to provide a modern, reliable service. They needed a flexible global telephony solution. Genesys Cloud has now been in place for nearly two years for 117 countries with the ability to have 2 sites operating in different languages under separate management. SLA’s are now consistently above 94%. Share this on socials
Video 17 July, 2025 5 Ways to Transform Workforce Planning Using Interaction Analytics (On Demand Webinar) Still relying on historical reports to forecast? Watch the on-demand recording to see how live conversation data sharpens forecasts, schedules and coaching—giving planners a competitive edge for 2025. In this exclusive webinar, Business Systems CX consultant Steven Fowler reveals how to: Surface the real drivers of contact demand Blend voice & text analytics with history
Video 17 July, 2025 AI Adoption Strategies: Choosing the right path to ROI (On-Demand) Still debating where AI fits into your contact centre? Watch the on demand recording to compare assistive augmentation with automation-first models—and see which delivers measurable ROI faster. In this exclusive webinar, Head of Delivery, Barry Webb and Jamie Sullivan, our CX consultant will talk about: A practical comparison of augmentation vs automation-first strategies The truth
Video 18 March, 2025 How AI-Powered Voice Analytics Ensures Compliance and Empowers Agents With 53% of UK adults exhibiting characteristics of vulnerability, managing customer interactions ethically and efficiently is more important than ever. The Financial Conduct Authority (FCA) mandates that businesses proactively identify and support these customers – yet, many contact centres struggle with compliance, agent enablement, and ensuring a seamless customer experience. In this exclusive webinar, Customer
Video 12 March, 2025 Watch On-Demand: Proactive Contact for CX and Efficiency Discover how proactive engagement can reduce inbound contact and enhance customer experience. Proactive contact isn’t just about reaching out—it’s about delivering value. From status updates to self-service guidance and personalised offers, using the right channels at the right time can improve efficiency, drive engagement, and build long-term loyalty. In this recent CCMA online seminar, industry
Video 10 December, 2024 5 Signs Your Contact Centre Needs to Go Digital First Is your contact centre struggling with high call volumes, customer churn, and increasing operational costs? In this webinar, Business Systems and Teneo.ai explore the five critical signs that indicate your centre is ready to shift to an AI-powered, agentless model. As customer expectations evolve at an unprecedented pace, adopting AI-driven automation is no longer optional—it’s
Video 12 June, 2024 Calabrio Community Forum | June 2024 Business Systems is back with another instalment of the popular Calabrio Community Forum series, hosted by WEM Consultant Shaunna Wilson. Then join Shaunna as she: Shaunna is also joined by special guest Gavin Rogerson, Resource Planning Manager at Home Group, a leading housing association and social enterprise organisation. Gavin shares his story of how he
Video 22 May, 2024 WFM Transformation with Business Systems & Zen Internet Hamish Cliff, Head of Client Success, and Michelle Taylor, WEM Consultant, at Business Systems are joined by Kay-Leigh Butler, Resource Planning Manager, from Zen Internet, to discuss to discuss Zen’s WFM transformation journey and how the business has improved employee engagement, customer experience, efficiencies and time savings through the right partnership and Workforce Management solution.
Video 23 February, 2024 Engaging Silent Customers and Improving CX with Proactive Engagement Do you assume your quiet customers are ok? Organisations often misinterpret customer silence as satisfaction, and in doing so accept the significant price of those assumptions. Quiet can mean disengaged, or unsatisfied, leading to churn, cancellations, and increased costs. According to Gartner “By 2025, proactive engagement interactions will outnumber reactive customer engagement interactions.” In this