BUSINESS SYSTEMS (U.K.) LIMITED

Calabrio ONE Cloud Contact Centre Analytics

Calabrio Analytics is integrated within the Calabrio ONE suite, providing voice-of-the-customer and an interaction analytics solution that transforms contact centre interactions into actionable insights. By analysing conversations across voice / digital channels, it uncovers customer sentiment, trends, and root causes impacting performance by providing data-driven insights supporting continuous operational improvement.

Features

• Speech and interaction analytics across voice and digital channels
• Voice-of-the-customer analysis including sentiment, keyword, and trend detection
• AI-driven topic discovery to identify emerging issues and customer drivers
• Configurable categories, rules, and scorecards for tailored analysis
• Omnichannel interaction capture and analysis within a single platform
• Real-time and historical analytics dashboards and reports
• Root cause analysis tools linking customer issues to operational drivers
• Secure data handling with role-based access controls and retention policies
• Seamless integration with other Calabrio ONE modules

Benefits

• Improved customer experience through insight-driven service improvements
• Faster, more informed decision making using actionable insights
• Reduced compliance risk with audit-ready data and reporting
• Greater visibility into customer behaviour and contact centre performance
• Customer insights across the organisation to drive innovation and growth
• Adapt quickly to changing customer demand and business needs

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

865983114751066

Contact

Dan Jagtiani
07549990806
tender.alerts@bslgroup.com

About your service

• Service categories:

  Application Development and Deployment

  Analytics and business intelligence

  • Business Intelligence
  • Advanced and predictive analytics
• Multi cloud support: Yes

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Calabrio ONE Suite
• Cloud deployment model: Public cloud
• Service constraints: Maintenance windows are reserved once a week for patching and cloud maintenance. Typically, the window takes no longer than 1 hour, and is used outside of the customer’s core hours. The hosted environment uses active replication, meaning that at any one time there are multiple instances of a customer's environment available in separate locations. Should one become unavailable the solution will automatically and seamlessly switch over to another so as to safeguard against any disruption for the customer. ; ; Customers continue using Calabrio ONE with minimal interruption. For example, recordings will continue and should resume uploading after the maintenance is completed.
• System requirements:
  • Desktop Hardware - NIC: 100 Mbit NIC
  • Desktop Hardware - Disk space: 20GB
  • Desktop Software - .NET Framework 4.5 for Analytics feature
  • Desktop Software - WebM Media Foundation Components
  • Desktop Software- Any browsers used must allow file downloads
  • Desktop capture requires Internet Explorer be run in Desktop mode
  • Calabrio Analytics browser extension/plugin enabled
  • Adobe Acrobat Reader required to open exported PDF files

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: Training can be delivered either onsite or remotely by Business Systems Consultants with strong resource planning expertise. Our consultative approach focuses on effective knowledge transfer through hands-on exercises and practical activities, such as building hierarchies and creating schedules. Training is delivered using a “Train the Trainer” model, enabling customers to conduct additional training internally.; Typically, two structured workshops are provided, during which customers are guided through configuring the product. Go-live and post-deployment support are included as standard, with the option to provide additional support days if required.; An online help guide is also available, offering a comprehensive range of resources for end users, including context-sensitive help, process overviews, and troubleshooting guides. End users additionally have access to the customer portal, which includes forums, FAQs, and full product documentation.; Business Systems also provides training materials covering the core modules, with each guide offering an overview of key functionality within the agreed scope.
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats:
  • Online help guide
  • Video tutorials
  • Word
• End-of-contract data extraction: Any call records of data that is available in storage can be made available. Data is accessible a bulk extract tool, via reporting and/or APIs.
• End-of-contract process: Services can be extended through renewal or the service can be stopped. In the event of the latter we work closely with customers to ensure any data / recordings are exported to be placed in to storage.
• 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
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The desktop service is used by administrators and includes forecasting and scheduling functions. All agent based interaction is web based. Functionality is common across desktop or mobile browsers, display scales with some change to display for mobile devices. This is optimised.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Smart, peronalised and easy-to-use the service interface is modern and can be customised in many ways / places to best serve customers.
• Accessibility standards: None or don’t know
• Description of accessibility: The Calabrio ONE Cloud Contact Centre Workforce Optimisation service is accessible 24/7/365, with 99.9% uptime guaranteed (excluding planned maintenance). Customers access the solution user either application logons or SSO (e.g. ADFS).
• Accessibility testing: Not Applicable.
• API: Yes
• What users can and can't do using the API: The API functions are comprehensive. Many user, schedule and forecast based actions can be executed using the API. It is the main interface for integrations with 3rd party applications.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Calabrio One can be customised to align with an organisation’s operational, performance, and governance requirements. Calabrio allows configuration of organisational hierarchies, workforce management rules, quality evaluation forms, performance metrics, and AI-driven analytics to reflect specific business processes and objectives. Role-based access controls ensure users see only the data and functionality relevant to their responsibilities, while dashboards and reports can be tailored to provide meaningful insights at agent, team, and enterprise levels.

Scaling

• Independence of resources: Segregation of customer services in AWS

Analytics

• Service usage metrics: Yes
• Metrics types: Sentiment, phonetic, speech-to-text, desktop, speech energy (silent time, cross-talk etc)
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Calabrio

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: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • 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: Data can be exported from Insights for external access and analysis.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Calls exported in different formats (e.g WAV)
  • Data provided in MS Excel, MS Word or PDF
• 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: 99.50%
• Approach to resilience: Multi-tenant platforms have built-in fault-tolerance— failover with backup in the event of a system malfunction—that multi-instance platforms do not have.; ; With Amazon Web Services (AWS) at the core of the platform, you’re assured access to your systems, data remains secure and available, and you have access to the resources you need to serve your customers. AWS offers server redundancies, ensuring that if one server goes down, a system is up and running on another server within four seconds.; ; Calabrio ONE Cloud Contact Centre Workforce Optimisation defines availability through our 99.50% uptime guarantee, as stated in the Calabrio Cloud MSA. Infrastructure that has been mentioned above, with technologies such as AWS availability zones and S3 storage ensure high availability.
• Outage reporting: System audit triggers notifications which will advise customers of any outages. In the event this should happen the team will ensure this time is kept to an absolute minimum as we guarantee up time of 99.50%.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Username or password
  • Other
• Other user authentication: SSO
• Access restrictions in management interfaces and support channels: A super administrator can assign permissions / roles to individuals to ensure that they can only access / see the modules /data that the business wishes them to be able to see. ; ; Each role is associated with application functions (screens or features within screens) and with a set of teams from the organisational structure. The users of the system can belong to one or more roles. ; There is a set of detailed Global Functions which regulate exactly what a user may or may not do within the system, such as make changes to absences, or see unpublished schedules.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Identity federation with existing provider (for example Google Apps)
  • 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: User-defined
• Access to supplier activity audit information: Users have access to real-time 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: To ensure the confidentiality, integrity and availability of the customer’s data Calabio will apply proper security controls within all information processing centres. 4.1. Calabrio have a formal change management process. Calabrio separates environments for development, testing and production. Calabrio have controls in place to back up the customer’s data. Backup and restore procedures are included in the Disaster and Recovery Plan (DRP).
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Calabrio have controls in place to detect and prevent malicious code from being executed on any system. These controls are regularly updated, e.g. the most recent versions of antivirus signatures are distributed as soon as they are available, to ensure detection and prevention of malicious attacks.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: In line with ISO 27001 accredited governance procedures.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: In line with ISO 27001 accredited governance procedures.
• Post-quantum cryptography secure: Yes

Secure development

• Approach to secure software development best practice: Supplier-defined process

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.