NICE inContact Empowers Companies in Europe to Provide Exceptional Customer Experience with CXone

inContact Business Systems CXOne

Business Systems (UK) Ltd are pleased to announce their partnership with NICE inContact, presenting CXone – a unified cloud customer experience platform allowing organisations to act smarter and respond faster to ever-changing consumer expectations.

To find out more about the Business Systems offering for CXone, please talk to our team on 0800 458 2988 or visit our page.

Salt Lake City, March 22, 2018 – NICE inContact, a NICE (Nasdaq: NICE) business, today announced the availability of NICE inContact CXone in Europe, with redundant data centers in Frankfurt and Munich, Germany to give organizations regional access to a complete suite of cloud applications that serves local needs and enables organizations to comply with new European GDPR data security regulations effective May 25, 2018. CXone—the world’s #1 cloud customer experience platform—is built on a global Open Cloud Foundation that powers customer experience innovation in the contact center with Omnichannel Routing, Workforce Optimization (WFO), Analytics, Automation and Artificial Intelligence.

Continue reading

Posted in Cloud Solutions, Contact Centre Optimisation | Tagged , | Leave a comment

Speech Analytics and Compliance

Speech Analytics & Compliance

It has become apparent that customers interact with organisations in more ways than ever before – email, social media, instant messaging and mobile are just a few in an increasingly growing list. On average, almost six different channels are used during the lifecycle of each customer relationship. With evolving technologies, these channels are bound to increase even more.

The financial services industry is no different. Communications between traders and their clients inevitably span across multiple channels, with voice (fixed or mobile) remaining the most popular means of communication.

What does this mean for compliance?

The rest of this article can be found exclusively on Bobs Guide. Check out the rest of the article ‘Entry Level Analytics and Compliance‘.

Posted in Speech and Interaction Analytics | Tagged | Leave a comment

How to reduce cost in the Contact Centre

4 Technologies to reduce cost in your contact centre
Continue reading

Posted in Contact Centre Optimisation, Robotic Process Automation, Speech and Interaction Analytics, Workforce Management | Tagged , , | Leave a comment

5 things you should know about Business Systems’ Workforce Management offering

Workforce Management

The company you choose to implement your Workforce Management solution can impact how quickly you see a return on investment as well as the quality of service you deliver to your customers.

At Business Systems (UK) Ltd we work with all major Workforce Management (WFM) manufacturers (Teleopti, NICE and Verint) and boast an outstanding Workforce Optimisation team of experts.

With over 50 years of Workforce Optimisation experience combined, our team have seen it all.

If you are considering implementing a new Workforce Management solution or upgrading your current system, here are 5 things you need to know about work with Business Systems (UK) Ltd.

Let’s bring this to life.

Scenario: Our charming and knowledgeable Sales Executives have booked a meeting to discuss how Workforce Management can help simplify your life and increase your workforce productivity.

Here is what happens next:

Continue reading

Posted in Uncategorized | Leave a comment

What is entry level speech analytics and why it’s a must for MiFID II compliance

Entry level speech analytics and why it's a must for MiFID II compliance

In an effort to comply with ever-tightening regulations such as MiFID II, Financial Institutions have re-focused their efforts on expanding their compliance teams as well as investigating already established technologies, such as Speech and Text Analytics.

This technology has proven to be extremely useful in:

  • Preventing issues from escalating by providing the necessary means to search proactively through recordings for ‘high risk’ keywords and phrases
  • Supporting compliance by quickly finding and retrieving calls requested by regulatory bodies

In light of MiFID II, entry level analytics solutions have gained popularity, with packages now available on a competitively priced license, which can be easily and effectively budgeted for.

Continue reading

Posted in Compliance, Speech and Interaction Analytics | Tagged , | Leave a comment

Black Friday – is your contact centre ready?

Black Friday and Workforce Management

Winter is here, and with it comes a group eager to devour all that may lie in their path.

Luckily, it’s not the white walkers from the hit show Game of Thrones, but a whole other type of army – shoppers waiting to grab the latest bargains in the lead up to the festive season.

Black Friday takes place this year on November 24th  and if it’s anything like 2016 which saw an estimated spend of 2.9 billion* (with savvy shoppers also browsing online in order to avoid the high street chaos), contact centres handling inbound customer contacts will need to be ready to handle the repercussions of online as well as offline customer purchases.

Continue reading

Posted in Workforce Management | Tagged , | Leave a comment

6 technologies driving recording compliance in 2018

As the New Year slowly creeps in, we thought it timely to update our article ‘Top 6 technologies that will drive recording compliance in 2017’, and look at it from a 2018 perspective.

We’re excited about 2018. The FIFA football world cup is happening and, according to experts, Mars will be making its closest approach to Earth since 2003. Some exciting events to look forward to.

And, let’s not forget MiFID II in January.

As regulatory frameworks within the financial industry tighten, here is our updated take on top technologies that will be driving recording compliance in 2018.

Technologies driving recording compliance Interaction Analytics

Continue reading

Posted in Business Intelligence, Call Recording Compliance, Call Recording Products, Call Recording Technology, Compliance, Financial Call Recording, Legacy Call Recording Products, Mobile Phone Recording, Speech and Interaction Analytics | Tagged | Leave a comment

MiFID ll countdown: Everything you need to know about call recording retention and retrieval

MiFID II countdown everything you need to know about call recording retention and retrieval

With regulators across different markets demanding for increased trade transparency and longer retention periods for call recordings; how can financial firms keep on top of their call recording estate?

Not to state the obvious but, it won’t be long before MiFID II comes into effect in January 2018. It’s practically Christmas already.

Data sits at the heart of these regulations. MiFID II aims to improve quality of advice and investor protections, and in doing so requires extensive data recording.

Call recording and retention of calls is no longer a ‘nice to have’, but a serious FCA requirement extended under the financial legislation of the Markets in Financial Instruments Directive (MiFID II).

The rest of this article can be found exclusively on Bobs Guide. Check out the rest of the article ‘MiFID ll countdown: Everything you need to know about call recording retention and retrieval.

Posted in Call Recording Advice, Call Recording Compliance, Financial Call Recording, Legacy Call Recording Products | Leave a comment

Increased Demand for GDPR and MiFID II Compliance Solutions

Resilient plc and Business Systems have announced a strategic partnership to enable compliance with both GDPR and MiFID ll compliance solutions.

These forthcoming regulations, due to come into UK law in January 2018 and May 2018 respectively, place great demands on organisations that need to record their business telephone calls, with significant penalties for firms that are non-compliant.smartnumbers mobile call recording
Continue reading

Posted in Call Recording Compliance, Compliance, Financial Call Recording, Mobile Phone Recording | Tagged , | Leave a comment

The State of Quality Monitoring in 2017 – how do you compare?

This year, we have teamed up once again with The Forum to find out if and how contact centres in the UK have improved in streamlining their Quality Monitoring.
With the help of our expert ‘Quality Management and Training consultant’ – Brent Bischoff, we’ve handpicked a selection of some of the most interesting results drawn from our annual survey – ‘The State of Quality Monitoring – 2017’.

What types of customer contact does your contact centre currently manage and monitor for Quality Monitoring?

Continue reading

Posted in Quality Monitoring | Tagged , | Leave a comment