How AI is changing call monitoring and QA in regulated environments
Call monitoring and quality assurance have traditionally been labor-intensive processes. Teams of supervisors would randomly review a fraction of calls, score them against compliance and service standards, and provide feedback to agents. While this approach works, it is time-consuming, inconsistent, and limited in scope. Today, AI is reshaping this landscape, making call monitoring faster, more […]
Getting call recording right: systems, risks, FCA guidelines and common findings
Call recording is no longer just a compliance checkbox. It sits at the intersection of customer protection, regulatory accountability, operational efficiency, and risk management. Get it right, and it quietly protects your business every day. Get it wrong, and it can expose you to regulatory findings, customer complaints, and reputational damage. In FCA-regulated environments, call […]
Safeguarding call recordings, VoIP and your sensitive call data.
As enterprises increasingly adopt cloud-based communication solutions, cloud telephony security has become a critical concern for IT leaders. Cloud telephony systems, including VoIP and UCaaS platforms, provide flexibility, cost efficiency, and scalability. However, they also expand the attack surface, introducing risks that demand robust VoIP cybersecurity strategies, particularly for sensitive data like call recordings or […]
How to seamlessly integrate your company’s phones with HubSpot
Seamless communication and data integration are key to building stronger customer relationships and boosting productivity. One of the most impactful ways to enhance both is by integrating your company’s phone system with your CRM platform—specifically, HubSpot. HubSpot, with its comprehensive sales, marketing, and service tools, becomes even more powerful when paired with real-time communication data. […]
Why Your Phone Number Might Show as SPAM
Have you ever wondered why your calls aren’t getting through or why your number might be showing up as “Spam Likely” on someone’s phone? There are several reasons why phone numbers get flagged, and it often comes down to how your number is perceived by both carriers and call recipients. Once flagged, your calls can […]
Improving Voice Quality in VoIP Calls
As VoIP technology continues to grow in popularity, many clients have raised concerns about call quality. To address this, I’ve compiled a detailed guide on how to enhance the quality of your VoIP calls. Prioritise Wired Connections Over Wireless Whenever possible, use a wired connection to connect your VoIP phone. While wireless connections offer convenience, […]
How legal firms use call recording
Discover why call recording is essential for legal firms. From ensuring SRA and FCA compliance to improving training, dispute resolution, and client service, recordings provide transparency and risk protection. They also support GDPR compliance, accurate billing, and clear client communication—helping law firms maintain high professional standards and build lasting client trust.
Improve Customer Experience & drive growth
One reason to improve your Customer Experience is that happy customers generate new business. Find out how we can help with CRM integration, AI and more.
A gradual approach to engage with your customer
A gradual approach to establish a growing engagement with a new client will generate better results than a cold approach. Voice should always be in the mix of course, because people like speaking to people and we would recommend using VOIspeed as it is feature rich and cost effective. In addition, a Conversational AI tool […]
How RPA in Banking Transforms Operations and CX
Banks and financial institutions need to gather more information about prospects to make better decisions on loans, as well as reducing their financial risk. Also, customers want to be educated on the product beforehand so there are no surprises when decision-time comes. Below is the process that many businesses in the banking and financial services […]
