BUSINESS SYSTEMS (U.K.) LIMITED

Mobile Call Recording & SMS Recording

Mobile call recording and SMS recording enables your organisation to record inbound and outbound calls, together with SMS communications. Providing your mobile workforces with all the benefits of office-based communications.
Capture every detail with Mobile Voice and SMS Recording with Business Systems Mobile Voice recording solutions.

Features

• Records all inbound and outbound calls and texts on mobiles
• Industry-leading security safeguards, meaning your data is safe and protected
• GSM based; solution will work in absence of data/Wi-Fi
• Interactive web-based portal for recording retrieval, replay and archiving
• Multiple recording, secure storage and retrieval options
• Available reports on usage, administration and compliance
• Handset agnostic. Choose the handset most suitable or use existing
• Securely exported into a fixed line recorder
• Calls are recorded individually for improved analytics and post-call insight
• Choose between SIM or App based mobile call recording (BYOD)

Benefits

• Flexible on-demand mobile call recording
• Monthly subscription option with no hidden costs
• If SIM based: Rapid deployment of MVR by replacing SIM
• Complies with all UK financial mobile call recording regulations
• Protects the organisation & eliminates risk by recording all calls
• Mobile call recording provides complete work flexibility
• Ensure customer experience and employee productivity levels are maintained
• Provide a more flexible working environment for your employees
• Increase productivity with employee mobility
• Integrates seamlessly with existing systems

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at tender.alerts@bslgroup.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

211841219518103

Contact

Dan Jagtiani
07549990806
tender.alerts@bslgroup.com

About your service

• Service categories:

  Application Development and Deployment

  Application platforms

  • Model driven application platforms
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Customers that want to use existing mobile telephone numbers will need to port back the numbers and use new SIM they are provided with.
• System requirements: None

User support

• Email or online ticketing support: Yes
• Support response times: The BSL Group Service Desk is the central point of contact for any support issues related to the production environment, including any security related matters. This team will manage, update, and rectify issues in accordance with the Service Level Agreement. ; ; Our self-service portal is the main way to log and manage any Incidents or Service Requests. The portal allows the Service Desk and client to add updates and attachments throughout the lifecycle of an open ticket.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: 1 Critical - System inoperable - No work can be performed, or processing capacity is so limited that the probability of a serious outage and business or revenue impact. Response Time: 20 minutes. 30 minutes OOH. Resolution Time: 4 hours. Target per month: 95%.; 2 High - System Function is inoperable / Data being corrupted – Customer contact centre function is severely limited, and the defect has significant adverse impact on the business. Response Time: 20 minutes. 30 minutes OOH. Resolution Time: 8 hours. Target per month: 95%.; 3 Moderate - Function Not Working as Specified - This includes issues with the Customer contact centre system which do not stop users from performing daily business or for which there is a reasonable workaround. Response Time: 1 hour. Resolution Time: 3 days. Target per month: N/A.; 4 Low – General Question or Request. Response Time: 8 hours. Resolution Time: 5 days. Target per month: N/A.; Price upon request.; A support engineer will be assigned and engage with the client to resolve within the SLA assigned to the issue raised.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: To correctly provision and bill new mobile call recording customers, the following Account information is required:; • Account name; • Account reference number; • Account address including post code; • Authorised contact name; • Authorised contact email address; • Authorised contact phone; ; To provision a new customer we need:; • Customer name; • Updated Tenancy Capture Form; • Implementation address including post code; • Authorised implementation contact name; • Authorised implementation contact email address; • Authorised implementation contact phone
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: There are a number of options available for extraction of data at the end of the contract. This will be discussed with the Business Systems account manager assigned to the contract.
• End-of-contract process: At least 30 days before the end of the contract, the Authorised Contact informs the Support Desk if the Mobile Numbers are to be retained and rolled over to a new version of G-Cloud, ceased or ported to a new Communications Provider (CP).; ; The timescale for porting is 28 working days. If the buyer is moving to a new CP then the new CP is responsible for the process of porting the numbers. The Support Desk will give full assistance in any port or in ceasing the service.; ; There is no charge for porting the service to another communications provider. If large amounts of data need to be extracted there will be a charge as given in the pricing document.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Provided during the implementation process. The aligned Project Manager will arrange for the documentation to be shared as required with the Client.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Other
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: There are separate desktop applications for service administration and for access to compliance recordings.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Service interfaces available across desktop and mobile devices are intuitive and user friendly. In addition, the mobile phone recording solution delivered by this service provides a new approach that overcomes many of the challenges experienced in previous generations. Firstly, it works across any mobile telephone network providing much greater flexibility of choice and secondly, whereas all business calls and texts are automatically recorded, personal calls can be separated and excluded from the recording process.
• Accessibility standards: None or don’t know
• Description of accessibility: The mobile recording solution web interfaces are designed to be accessible from multiple browsers and devices.
• Accessibility testing: Not Applicable
• API: No
• Customisation available: No

Scaling

• Independence of resources: The solution design allows for scale of application services horizontally by adding additional server instances. Services are monitored for performance and additional application servers are provisioned to ensure the SLA is met for each of the services.

Analytics

• Service usage metrics: Yes
• Metrics types: Cases logged, SLAs, fixed times/closure summaries etc.; This can be tailored to the customer's needs.
• Reporting types:
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Teleware

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: No
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: Customers contact the support desk or their Business Systems account manager. User setup data could be provided as CSV. Calls/SMS provided through an on premise export application.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: 99.8% uptime.
• Approach to resilience: Datacentres have dual power and network diversity and all other infrastructure utilises have dual power and dual LAN. The core databases are delivered using a SQL Always On cluster. All application and server configurations are at least N+1.
• Outage reporting: Outages are detected and managed by the NOC, alerts are sent to nominated customer contacts by email.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: At the time of ordering, user and privileged user details are captured on a tenancy capture form by the designated customer contact. These include users, change requests, personnel with access to the portal etc. These users are created within the user registry with the correct permissions and a temporary password which the user must reset on first use. Password complexity standards are set at the time of order in the TCF process and are usually 8 characters, one capital, one numeric and one special character. Passwords are not stored in plain text within the database.
• Access restriction testing frequency: At least once a year
• Management access authentication: Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: At least 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: We have board led Information Management Security System that is both internally and externally audited and is certified against ISO 27001.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: The solution architecture and source code are version controlled using various version control systems. Changes to the solution undergo a formal peer review for functional and non functional aspects, which include safety and security of the system. Implementation of these changes on to the production platform undergoes a further formal review through the Change Approval Board. Both of the peer reviews are tracked using an auditable change management system.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Our platform uses Microsoft OMS which monitors the entire platform for suspicious or abnormal behaviour against a pre-set security baseline. OMS is able to notify our Network Operations Centre where investigation is required. We have governing procedures within our ISMS which ensure such incidents are escalated to, formally reviewed by and where required investigated by our internal audit group.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Governed by an ISO27001 compliance ISMS, all company processes and procedures are reviewed and audited by an internal audit group (information security forum) the ISF ensure that adequate protections and controls are in place for the business which include availability and security monitoring of the platform via the NOC.
• Incident management type: Supplier-defined controls
• Incident management approach: We have a defined process for managing incidents as part of our ISO27001. The ISMS management team are responsible for responding to and managing incidents. The plan includes strategies for managing the media, ensuring all response during an incident are documented and minimising risk. The plan is tested every 6 months.
• Post-quantum cryptography secure: Yes

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 2%
• Between £500,001 and £1,000,000: 2%
• Between £1,000,001 and £2,500,000: 5%
• Between £2,500,001 and £5,000,000: 5%
• Over £5,000,001: 5%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Socotec
• ISO/IEC 27001 accreditation date: Friday 20 December 2024
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: IMSM
• ISO 9001 accreditation date: Thursday 20 March 2025
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: D696533d-24a9-4d31-a63a-48a728c84c82
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: F7945500-da96-423f-adb5-381f1845c3b9
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Advertising of supply chain opportunities openly and to ensure they are accessible to a diverse range of businesses, including advertising all subcontracting opportunities on Contracts Finder
    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
    • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of issues relating to entering the contract workforce

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at tender.alerts@bslgroup.com. Tell them what format you need. It will help if you say what assistive technology you use.