SVL Business Solutions Ltd

NICE Nexidia by SVL

NICE Nexidia Interaction Analytics is AI-powered omnichannel analytics that identify trends and root causes across 100% of interactions. Whether it’s voice, text, or digital conversation, NICE Nexidia Interaction Analytics is designed to analyse, measure, and uncover insights to drive improvements to CX. Make next-gen insights easy with analytics everywhere.

Features

• Analytics for calls, chats, emails, surveys and other Digital interactions
• Root cause analysis independent of the customer's chosen contact method
• Integrated reporting and query building
• Fully configurable role specific interface dashboards
• Advanced linguistic and statistical text mining integration
• Speech and text analytics gaining detailed customer insights
• Integrated reporting and query building
• Advanced linguistic and statistical text mining integration
• More accurate performance criteria by using 100% of interactions

Benefits

• Deliver focused quality and coaching insights in real time
• Deliver fair treatment of customers, comply with the (FCA)
• Increase precision and automatically evaluate interactions using AI analytics.
• Automate quality processes with pre-configured workflows, using do-it-your-self visual tools
• Empowers businesses to approach customers in new and innovative ways
• Identifies trends and root cause analysis to inform business decisions
• Evaluate quality from any data or digital channel
• Improves customer engagement
• Provides customer insight to target key business drivers
• Protect your organisation from reputational, financial and compliance risks

£36 to £85 a user a month

• Free trial available

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 sales@svl.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

100555693589581

Contact

Sales Team
01355900000
sales@svl.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: None
• System requirements: System is configured for the requirements of each user.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: 30 minute response time for critical incidents. Further details can be found in our service definition.
• 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: We offer three levels of support, Silver, Gold and Platinum. More details are included in our service definition document.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: A comprehensive training programme is offered to each customer based on their needs and potential use of the system. The programme is a mix of onsite and online training and is backed by access to the Nexidia University for further learning and development. In addition, customers can buy a Managed Analytic Service that supports them in developing the analytics and reporting in the system along with the transferring the knowledge of how to get the best from Nexidia Interaction Analytics.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: The extraction of data will be performed based on the terms stated within the contract.
• End-of-contract process: This will be stated within the terms of the contract.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: Yes
• Compatible operating systems: Windows
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: WCAG 2.1 A
• API: No
• Customisation available: No

Scaling

• Independence of resources: Each system is standalone and the resources allocated independently to each customer.

Analytics

• Service usage metrics: Yes
• Metrics types: A range of metrics are available including the number and type of cases logged, SLAs and fixed time. Within the application, user actions can be audited and reported on.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

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

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

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: Complies with a recognised standard (for example CSA CCM version 3.0)
• 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 another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Nexidia has created the Data Exchange Framework (DEF) for the import and export of data.; ; The DEF is a full featured, purpose-built, distributed workflow engine that is bundled with Nexidia Interaction Analytics. It moves and transforms audio files, text interactions and related metadata throughout the Customer/Nexidia ecosystem. The DEF securely extracts information from diverse, geographically distributed data sources into the Nexidia system and pushes structured data and analytics results from Nexidia data warehouse to downstream systems/databases as required.
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats: TXT
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Text files in .TXT format
  • Speech files in any standard audio format

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • IPsec or TLS VPN gateway
  • Other
• Other protection between networks: Data will be transmitted data into Nice's data center via SFTP using AES 256 algorithm and all access to the system requires being on the Nexidia LAN or VPN Secure Tunnel.
• Data protection within supplier network: Other
• Other protection within supplier network: All data within the network is encrypted using AES 256 standard throughout the process and lifetime of the information including all media used the Nexidia Interaction Analytics and Query Builder applications.

Availability and resilience

• Guaranteed availability: SLAs are defined for each customer as part of negotiations.; Guarantee 98% availabilty
• Approach to resilience: The data room containing OnDemand UK servers is located within a third-party secured facility. Each server has dual power supplies connected to a UPS. The data centre also has a generator, keeping maximum up time.
• Outage reporting: Email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Management interfaces are control via ACL's. Only specified subnets and users can access the management interfaces.
• Access restriction testing frequency: At least once a year
• Management access authentication: 2-factor authentication

Audit information for users

• Access to user activity audit information: Users contact the support team to get 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: At least 12 months
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: CQS (Certified Quality Systems) Ltd
• ISO/IEC 27001 accreditation date: 3rd November 2021
• What the ISO/IEC 27001 doesn’t cover: All areas are covered
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Compliance point
• PCI DSS accreditation date: 18/07/2017
• What the PCI DSS doesn’t cover: All payment services are covered
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

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: Security policies are based around PCI standards.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Subject to a formal change management process. Firewall logs are reviewed weekly by network administrators to monitor any changes based on client requirements. Quarterly reviews of change logs also take place and stored in a change management system.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Monthly internal and external vulnerability scans are performed using industry standard tools. All vulnerabilities are evaluated based on a risk rating and assigned to the appropriate team.; ; The solution is then subject to a 6 week patching cycle (unless the patch requires immediate attention) and investigative actions are ticketed and documented within 48 hours of notification.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: All personnel are qualified and required to act as the initiator for alerting in the event of any significant threat to the organization or its Customers and the entrusted data. Initiation of alerting requires the immediate notification to Nexidia Support, via e-mail, and phone. Notification should occur within 20 minutes of discovery.; ; Support conducts proactive review and notification procedures as well. Every twenty-four (24) hours, the monitoring solution reviews and alerts Nexidia Support of any potential threats originating within the systems or other monitored devices.
• Incident management type: Supplier-defined controls
• Incident management approach: Nexidia has developed and maintains incident response procedures that is reviewed and updated at least annually.; ; Nexidia ensures a consistent and effective approach to the management of information security incidents, including communication on security events and weaknesses.; Management responsibilities and procedures are established to ensure a quick, effective and orderly response to information security incidents.; The objectives for information security incident management is agreed upon with management, and it should be ensured that those responsible for information security incident management understand Nexidia’s priorities for handling information security incidents.

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 v3.0)

Public sector networks

• Connection to public sector networks: Yes
• Connected networks:
  • Public Services Network (PSN)
  • Police National Network (PNN)
  • NHS Network (N3)
  • Scottish Wide Area Network (SWAN)
  • Health and Social Care Network (HSCN)

Social Value

• Fighting climate change:

  Fighting climate change

  As we continue to work towards net zero greenhouse gas emissions, SVL has gone through a process of moving its full fleet of company cars from diesel to electric vehicles. ; We have continued our policy of hybrid working post-pandemic to further reduce our carbon footprint, allowing all staff to work from home for up to 3 days a week. Business travel is also hugely reduced with staff advocating conferences call in place of in-person visits. ; As a business, we are moving as many clients as possible from on-premise, server-based software to cloud-based servers and storage. This hugely reduces the physical usage of on-site electricity across a huge range of organisations and also the creation and distribution of significant amounts of hardware, all of which has a positive environmental impact.; In our own building, we have environmental measures in place to reduce the use of electricity, gas and water.
• Covid-19 recovery:

  Covid-19 recovery

  We at SVL have worked very hard to support organisations and businesses to manage and recover from the impacts of COVID. From extending our terms to accommodate clients with short-term cash flow issues, to helping organisations transition from hugely expensive up-front licence-based models of expenditure, previously common-place in our Contact Centre industry, to a consumption-based (or usage-based) payment model which allows clients to pay only for what they used the previous month. ; We have rearranged our office to continue to allow for social distancing, but key to our success is the fact that all staff can work-from-home for up to 3 days a week, ensuring our office is never a busy or potentially intimidating place to work. ; Our support for our Blue Light, Community Care and NHS clients offers 24/7 support for those still working in the front-line against Covid-19. From providing extra call lines to NHS call-centres for better social distancing, to offering constant support for 24/7 helplines, 111 and 999 control rooms across the UK and Ireland.
• Tackling economic inequality:

  Tackling economic inequality

  Our main area of work has been to increase supply chain resilience and capacity, by bringing CCAAS products such as Amazon Connect to SME’s in the UK. This type of product allows smaller businesses to finally have all the benefits of a high quality Contact Centre (better customer experience, Analytics, better staff desktop) for a simple usage-based price. This type of software was far to expensive for the SME until the last 18 months as it required heavy up-front investment.; Cyber security within the supply chain is another difficulty we have met using two different methods. As a business, we have achieved our Cyber Essentials Plus Certificate of Assurance, the highest level of certification offered under the Cyber Essentials scheme.; For our clients, we have invested in a new card fraud and digital payments products that removes all risk from payments via phone calls, digital, social or video channels.
• Equal opportunity:

  Equal opportunity

  SVL encourages our staff, suppliers, customers and the Contact Centre community to support disabled people in the workplace. As the technology we sell has evolved, the need for the physical presence of Engineers to work in difficult to access server rooms has reduced dramatically.; Previous restrictions and limitations on these roles have all-but disappeared, allowing technical and engineering support to take place via accessible computers from any venue.; As a disability-positive employer, this allows us to make every role in our business available to a wide variety of applicant and also allows us to partner other suppliers who work in the care community to ensure that we understand the needs of the disabled person in their homes, at work, and when working from home.
• Wellbeing:

  Wellbeing

  Staff welfare and well-being has always been at the core of our business. We invest in an Employee Assistance Programme (EAP) that gives 24/7, 365 compassionate support to our people, whatever challenges they face. This includes an app and online portal: a comprehensive library of resources to get through life’s challenges, 24 hour helpline and telephone counselling service.; We have a system of regular team meetings for all staff as well as company-wide events and activities. Our Directors have and open-door policy to allow anyone to have confidential discussions and receive full support.; SVL offers staff free private health and dental insurance.

Pricing

• Price: £36 to £85 a user a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Subject to qualification, SVL offers a free proof of concept service.

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 sales@svl.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.