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Copyright Business Systems UK Limited 2010
Call Recording &
Workforce Optimisation
Copyright Business Systems UK Limited 2010
About Us
UK’s leading specialist provider of voice & speech technology
– Servic...
Copyright Business Systems UK Limited 2010
Clients Include:
SAGA
Copyright Business Systems UK Limited 2010
Why Record Calls?
Customer Experience Management
 Business intelligence
 Insi...
Copyright Business Systems UK Limited 2010
Why Record Calls?
Protection
 Verify facts
 Resolve disputes
Compliance
 Mee...
Copyright Business Systems UK Limited 2010
What else do we do?
Contact Centre Applications
 Quality Monitoring
 Workforc...
Copyright Business Systems UK Limited 2010
What else do we do?
Professional Services
 Service & Support Contracts
 Fully...
Copyright Business Systems UK Limited 2010
What do our customers say?
“The Business Systems team have been very responsive...
Copyright Business Systems UK Limited 2010
What do our customers say?
“This project was one of the most seamless I have
ex...
Copyright Business Systems UK Limited 2010
What do our customers say?
“The mentoring programme delivered by Business
Syste...
Copyright Business Systems UK Limited 2010
What do our customers say?
“Business Systems was an organisation we could
work ...
Copyright Business Systems UK Limited 2010
What do our customers say?
“We chose Business Systems because they have an
exce...
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Call recording organisation overview - Business Systems

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Business Systems specialises in voice and speech technology solutions and today ranks as the UK’s most experienced independent provider with expertise covering:- systems design, implementation and ongoing service delivery and support. Our solutions range from, basic ‘call recording’ through to 'market and trading surveillance', ‘quality monitoring’, ‘voice analytics’, and ‘workforce management’ tools. With an ever increasing degree of technical complexity comes the need for expert advice and competence to design and build systems that meet customers’ objectives and budgets. We deliver independent advice and ‘open’ systems design using on-premise equipment or hosted technology for home worker and mobile environments.

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Call recording organisation overview - Business Systems

  1. 1. Copyright Business Systems UK Limited 2010 Call Recording & Workforce Optimisation
  2. 2. Copyright Business Systems UK Limited 2010 About Us UK’s leading specialist provider of voice & speech technology – Service-led: 24x7 Support, Guaranteed SLA’s – Products: Founded in 1988 – HQ near Heathrow & Offices in London & Scotland Accredited and Certified – ISO 9001, Prince II Platform and technology expertise – Telephony, TDM & VoIP – Data/CTI – Storage: – Networks
  3. 3. Copyright Business Systems UK Limited 2010 Clients Include: SAGA
  4. 4. Copyright Business Systems UK Limited 2010 Why Record Calls? Customer Experience Management  Business intelligence  Insight to customer & process issues  Interaction analytics, service trends Quality Monitoring  Evaluate calls  Identify training needs  Improve performance
  5. 5. Copyright Business Systems UK Limited 2010 Why Record Calls? Protection  Verify facts  Resolve disputes Compliance  Meet legal requirements  Keep irrefutable records  Use voice files as client records
  6. 6. Copyright Business Systems UK Limited 2010 What else do we do? Contact Centre Applications  Quality Monitoring  Workforce Management  Performance Management  Speech & Text Analytics  Real Time Optimisation  Voice Biometrics  Customer Feedback
  7. 7. Copyright Business Systems UK Limited 2010 What else do we do? Professional Services  Service & Support Contracts  Fully Managed Services  Consultancy  Training  Health Checks & Call Outs  Overseas Support  Relocation, Expansion & Downsizing  System Upgrades
  8. 8. Copyright Business Systems UK Limited 2010 What do our customers say? “The Business Systems team have been very responsive throughout the whole process; the training given was focussed, accessible and delivered what we wanted. It is vital to us to have specialists behind us who know this technology and how to make it work for us…” Ryan Davies, Operations Contact Centre Manager, Wessex Water Quality Monitoring Speech Analytics Call Recordin g Training & Support
  9. 9. Copyright Business Systems UK Limited 2010 What do our customers say? “This project was one of the most seamless I have experienced , with no slippage, all the critical timelines met and the team at Business Systems very responsive to our needs. The training provided was a real eye opener, in terms of understanding the system’s capabilities and what it could deliver for us.” Mick Larkin, Head of Operations, Equity Insurance Group Quality Monitoring Speech Analytics Call Recordin g Training & Support
  10. 10. Copyright Business Systems UK Limited 2010 What do our customers say? “The mentoring programme delivered by Business Systems was really beneficial, providing onsite support on a regular basis and it was great to have someone who knew the system that we could bounce ideas off. The provision of an analytical framework was also useful in terms of getting our people to really understand how they approach a problem, think through it and drive positive change.” Lee Hancock, Operations Analyst, Experian Quality Monitoring Speech Analytics Call Recordin g Training & Support
  11. 11. Copyright Business Systems UK Limited 2010 What do our customers say? “Business Systems was an organisation we could work with, they weren’t restricted to selling us a single product but focussed on understanding our business and helping us choose the product which would work best for us. We wanted a capable partner with plenty of experience in complex integrations…” Julian Bond, Head of ICT, Hillarys Quality Monitoring Speech Analytics Call Recordin g Training & Support
  12. 12. Copyright Business Systems UK Limited 2010 What do our customers say? “We chose Business Systems because they have an excellent pedigree in this market; a project of this nature requires in-depth knowledge and long-term commitment from the systems integrator to be successful and this is what they provide. Their ‘managed-service’ model gives us enormous flexibility allowing us to expand and contract without huge expenditure.” Alan Linter, IT Planning & Projects Director, Capita Quality Monitoring Speech Analytics Call Recordin g Training & Support

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