BUSINESS SYSTEMS (U.K.) LIMITED

Conversational AI

Proactive AI starts and runs intelligent conversations with your customers, transforming operational efficiency and costs. Remove assumptions about the needs, wants, and actions of the customers that don't contact you. Engage customers in long-duration conversations, through multiple milestones and channels, delivering 90% success (aka containment).

Features

• AI-driven proactive outreach engaging customers with timely personalized reminders follow-ups
• Event and behavior triggered engagement identifying opportunities from customer data
• Intelligent timing and channel selection delivering message via preferred channel
• Automated conversation containment for proactive interactions (90% of initiated conversations)
• Fast deployment options with 30+ out of the box
• Journey automation at scale, positioned as an AI agent
• Long-lived, context-aware conversations that can persist across days/weeks/years
• Transaction-oriented automation that can “handle transactions directly”
• Capability to keep customers engaged

Benefits

• Lower inbound demand and reduced agent workload deflecting routine contacts
• Removing repetitive outbound tasks from human teams
• Fewer missed appointments and delayed customer actions through automated reminders
• Earlier issue prevention by proactively resolving problems before they escalate
• Reduced operational cost and process leakage via automation of tasks
• Improved customer experience and lower effort through proactive support
• Higher loyalty, reduced churn, and stronger lifetime value driven
• Revenue uplift potential by guiding customers to complete high-value journeys

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

845232423210067

Contact

Dan Jagtiani
07549990806
tender.alerts@bslgroup.com

About your service

• Service categories:

  Application Development and Deployment

  AI platforms

  AI software services

  • Conversational AI Software Services
• Multi cloud support: Yes

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: The Proactive AI solution by Business Systems is a standalone solution. Providing out of the box integrations and open APIs, the solution can be integrated with other telephony and dialler systems and business applications that companies use on a daily basis e.g. CRM
• Cloud deployment model: Public cloud
• Service constraints: Proactive AI by Business Systems is a pure cloud solution and does not require any specific hardware.
• System requirements:
  • Latest version of Edge, Chrome, Firefox, Safari, or IE 11
  • All devices supported, only displays in landscape

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: Documentation (online or PDF) depending on features. Onsite / remote training options. Training is typically 'Train the Trainer' based, to enable additional training to be conducted internally.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: If required, an export of all journey/conversation data can be provided. This can be transferred by API or SFTP. This will be based on each individual customer's needs
• End-of-contract process: Where required, data extraction is charged on a time and materials basis and managed by Business Systems (see pricing document). Buyers may request the inclusion of fixed offboarding costs on their Call Off Contracts but will need to specify requirements.
• 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:
  • MacOS
  • Windows
  • Other
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The service interface is based on the configuration and administration of the system. This can be accessed by customers via the browser interface or using the Studio installed application, depending on the nature of the task. Back end services are maintained by Business Systems / NICE and the customer will not have access to these.
• Accessibility standards: None or don’t know
• Description of accessibility: The web interfaces are designed to be accessible from multiple browsers and devices.
• Accessibility testing: Not Applicable.
• API: Yes
• What users can and can't do using the API: Proactive AI secure Client API is based on the industry standard REST APIs and can be used to send, retrieve, extract, and transform data from the Proactive AI system. This is used for on-demand data requests and removes the need for custom code / bespoke code. The Client APIs allow more generic integrations with Proactive AI without needing to set up special data connectors with the client systems. The Client API data connector for each client increases the speed of delivery, allows for improved testing and validation, and a scalable solution. Client API utilization requires some development by the client but allows real-time data transactions in standard JSON format. The authentication is secured with industry standard OAuth2 protocol.
• API documentation: Yes
• API documentation formats:
  • PDF
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: This is entirely dependent on the complexity of the requirements. The integration between Proactive AI and client systems can be customised, the journey can be customised, interface customisations can be made such as different dashboards and reporting.

Scaling

• Independence of resources: The Proactive AI Solution by Business Systems has been designed with high availability and geo-redundancy in mind. As a cloud solution, Proactive AI is highly scalable and resilient.

Analytics

• Service usage metrics: Yes
• Metrics types: The Proactive AI platform has a configurable reporting suite to ensure visibility both of performance and platform availability. Access to a monitoring dashboard will be provided.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: NICE CXone as well as others

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
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • 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
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Business Systems Contact Engine users are able to export their data from the online portal easily.
• 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)

Availability and resilience

• Guaranteed availability: We aim to achieve a Proactive AI e service availability (“Uptime”) of 99.5% as a minimum in terms of the percentage time available over a calendar year, subject to connectivity issues outside our control and excluding scheduled maintenance.
• Approach to resilience: 1.1. The solution is hosted in AWS cloud infrastructure within the geographical location of the client.; 1.2. The solution is split across multiple availability zones in the geographical region of the client. Proactive AI also maintains a disaster recovery process to restore availability in the event of an incident.; 1.3. All resources running on the production network are backed up to prevent loss of data. Backups are performed as full volume snapshots, performed nightly. Backups are managed through AWS (Amazon Web Services) Proactive AI has a Business Continuity Plan which also includes a Disaster Recovery plan.
• Outage reporting: Email Alerts are sent to the authorised contacts for each customer.; There are 4 levels of severity support cases:; ; Severity 1 – Critical - An issue has stopped or is severely impacting Proactive AI.; ; Severity 2 – High - An issue is impacting the full operation of Proactive AI; ; Severity 3 – Medium - An issue exists that is impacting the full operation of Proactive AI, but no workaround is in place; ; Severity 4 – Low - An issue exists that is impacting the full operation of Proactive AI, but a suitable workaround is in place

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Username or password
  • Other
• Other user authentication: 2-factor authentication; Identity federation with existing provider (for example Google Apps); Username or password
• Access restrictions in management interfaces and support channels: Business Systems has complex password requirements in order to restrict access to its services. If incorrect details are entered, the user's account will be blocked.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Description of management access authentication: 2-factor authentication

Audit information for users

• Access to user activity audit information: You control when users can access audit information
• How long user audit data is stored for: Between 6 months and 12 months
• Access to supplier activity audit information: You control when users can access audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

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: All configuration and change management processes are fully covered by ISO27001 certification and ISMS. All change is approved via a Change Advisory Board where all change requests are assessed via a number of security impact criteria. All changes are pre-configured and tested, with automated deployment to ensure consistency of production releases with pre-production testing.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: A Continuous Systems Improvements team meets monthly to evaluate and mitigate risks and vulnerabilities. There is in addition, subscription to vendor and independent vulnerability forums and newsfeeds. Critical patches are often performed as zero-day fixes, following testing.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: All servers and computers utilise anti-virus and anti-malware protection. Intrusion Detection Systems are also utilised at the network edge. Consolidated logging and alerting are used to ensure notification and rapid response to potential incidents.
• Incident management type: Supplier-defined controls
• Incident management approach: Incident management processes are in line with ISO 27001 accredited governance procedures. Users can report incidents by telephone and email. System alerts also notify of incidents. Critical outages or other significant incidents are immediately notified by telephone, with non critical incidents initially notified by email. All incidents are reported in document format by email following root cause investigation.
• Post-quantum cryptography secure: Yes

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v4.0)

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.