NICE SYSTEMS UK LIMITED

Nexidia Speech and Text Analytics. Customer Insights. Customer Journey

NICE Nexidia provides customer interaction analytics that will accurately search, identify, provide insight from audio, chat, e-mail, social and text interactions. The solution offers common metrics and soft skills behaviour analysis in a single interface that enables users to seamlessly organise, analyse and operationalise this data.

Features

• Analytics for phone calls, chats, emails, surveys and other interactions
• System agnostic data importing using proprietary Data Exchange Framework
• Comprehensive suite of out of the box, pre built reports
• Role-specific interface dashboards, configurable at enterprise, supervisor and agent level
• Comprehensive data source integration with 3rd party applications
• Auto Topic Categorisation, trend analysis and query coverage
• AI/Machine learning driven Customer Satisfaction and agent behaviour analysis
• Enhanced sentiment analysis across all interactions
• Real Time Agent Guidance using agent behavioural analysis

Benefits

• Categorise and quantify customer contact drivers
• Identify, drive and optimise digital contact strategy and adoption
• 100% of customer interactions analysed
• Comprehensive, actionable insight across full OMNI Channel estate
• Insight to drive process improvement and operational efficiency
• Understand and influence customer satisfaction and sentiment
• Vulnerable Customer identification, supporting FCA reqirements
• Complaint flagging and identification, reporting model
• Sales and retention and improvement model

£36.00 a licence 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 richard.perkins@nice.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

247010249715683

Contact

Richard Perkins
07785503405
richard.perkins@nice.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: Each system is designed for the requirements of the user - whether hosted or on-premise. The system design is dependent on a number of variables such as, the volume of interactions, number of agents and data retention.
• System requirements: Named agent software licenses

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: 4 hours is typical, but it depends upon the contracted response times (NICE offers a range of support / response options)
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: No
• Web chat support: No
• Onsite support: No
• Support levels: Nexidia's provides a comprehensive support service to all users, via the Nexidia Client Portal that is available 24x7. ; ; Nexidia also offers comprehensive user training and a Managed Analytic Service to provide business analytics services and support.
• 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 suppports them in developing the analytics and reporting in the system along with the transfering 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 stated within the terms of the contract.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • 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 AA or EN 301 549
• API: Yes
• What users can and can't do using the API: Nexidia Analytics provides a RESTAPI for the purpose of facilitating customers pulling data that they want, when they want it from the Analytics system for consumption by another application. ; ; Users with specific privilege access a page within Nexidia > Administration wherein they will be able to generate ID/Password combinations, plus security token. These will be sent via the requesting application as part of the API / query request. The Nexidia application will use this information to validate the request and, if valid, execute the query and send the reply.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: 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: Metrics (KPIs) can be built based on any Analysis event identified by Nexidia in correlation with Sentiment data, Cross-talk ratio, Share of voice ratio, Silence ratio and any additional meta-data provided per Interaction. ; Nexidia Metrics can also cross-correlate different event types within its Metric calculation, as an example attribute a positive score to a Metric when an Interaction has both exceeded a max silence (non-talk) duration and has identified a specific Topic of discussion within the call.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• 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: Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• 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
  • Other
• Other data export formats:
  • PDF
  • TXT
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Speech files in any standard audio format
  • Text files in .TXT 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: Service Level Agreements (SLAs) are defined for each customer during negotiations.
• 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 center also has a generator, keeping maximum up time.
• Outage reporting: Email alerts.

Identity and authentication

• User authentication needed: Yes
• User authentication: 2-factor authentication
• 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: SII-QCD
• ISO/IEC 27001 accreditation date: 29/03/2017
• What the ISO/IEC 27001 doesn’t cover: The Internal company domain is not covered by the ISO 27001 certification. The Hosted environment is covered.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: CompliancePoint
• PCI DSS accreditation date: 18/07/2019
• What the PCI DSS doesn’t cover: The Hosted environment is cover, while the Internal company domain is not covered by the PCI DSS certification.
• Cyber essentials: No
• Cyber essentials plus: No
• 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
  • Other
• Other security governance standards: PCI/DSS; HiTrust
• Information security policies and processes: Security policies are based around the PCI standards.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: See section 4.4 of the security policy.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: See section 4.6 of the security policy.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: All Nexidia 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.; ; Nexidia 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

  We believe that maintaining market leadership cannot preclude our commitment to a cleaner and safer world. A major part of this commitment is compliance with the standards, regulations and requirements concerning the environmental aspects of our operations and products.
• Covid-19 recovery:

  Covid-19 recovery

  We at NICE Technologies take very seriously the challenges imposed by the Covid-19 coronavirus. To minimize the impact of Covid-19 coronavirus, we are closely monitoring and following the recommendations from the World Health Organization (WHO) as well as the local Public Health Authorities, ensuring that our business operations consider all known risks. NICE has a solid Business Continuity Plan supported by operational procedures and means. In addition to the activation of the Business Continuity Plan, and in order to meet the specific risks of the Covid-19 coronavirus, we have imposed ongoing measures across the organization. Steps taken by NICE to mitigate the risk of spreading ▪ Implement social distancing. ▪ Non-essential business travel has been restrictions across various regions. ▪ Digital/phone meetings conducted in place of physical meetings using WebEx, Skpe, Microsoft Teams, etc. ▪ As a part of NICE’s active Business Continuity Plan, employees are remote. Exceptions are in place for approved critical functions. Operational mitigation activities carried out by NICE ▪ Critical employees and functions have been mapped, and backup options have been defined. ▪ Employees have laptops and secure network connections enabling them to work from home. ▪ IT infrastructure has been fully tested and supports remote secure access. ▪ Customer Support teams are remotely separated and provide support cross region. ▪ Logistics is in continuous contact with suppliers and partners to ensure a steady supply chain. ▪ Data Centers are globally dispersed with redundancies applied. ▪ Taskforce conducing daily check-ins and continuous monitoring of the situation. ▪ Updates to all employees published regularly.
• Tackling economic inequality:

  Tackling economic inequality

  We are committed to conducting business in an ethical and transparent manner by the promotion and education of honest conduct of our employees, consultants and contractors representing the company. We ensure that our infrastructure, operating cadences, facilities and supply chain are upheld by ethical business practice and strictly managed company-wide policy.
• Equal opportunity:

  Equal opportunity

  At NICE we are dedicated to respecting human rights, ensuring equality and preventing discrimination in the workplace. We devote our time to creating a rich and innovative work environment that encourages diverse perspectives and healthy dialogue around what makes each of us unique. It is our commitment to a safe and healthy work environment for our employees while providing them with efficient resources enabling them to grow professionally and personally.
• Wellbeing:

  Wellbeing

  We believe that the strength and leadership of our business and core values should be leveraged for the benefit of our local communities, whether through charitable activities that give back to the communities we live in or by shaping the next generation of young women to lead the way on closing the gender gap in technology and be the future of our industry.

Pricing

• Price: £36.00 a licence a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Subject to qualification, Nexidia offer 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 richard.perkins@nice.com. Tell them what format you need. It will help if you say what assistive technology you use.