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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– 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
Copyright Business Systems UK Limited 2010
Clients Include:
SAGA
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
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
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
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
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 Monitori
ng
Speech
Analytics
Call Record
ing
Training &
Support
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 Monitori
ng
Speech
Analytics
Call Record
ing
Training &
Support
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 Monitori
ng
Speech
Analytics
Call Record
ing
Training &
Support
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 Monitori
ng
Speech
Analytics
Call Record
ing
Training &
Support
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 Monitori
ng
Speech
Analytics
Call Record
ing
Training &
Support
