Business Systems (UK) Ltd

AI Enabled Nexidia Text and Speech Analytics

Nexidia AI Driven Speech Analytics solutions from Business Systems, to manage and analyse multi-channel interactions including audio, email and chat. With 30 years' Speech and Interaction Analytics experience, we offer full consultancy, project management, implementation and support services to deliver best fit Speech Analytics solutions.

Features

• Capture 100% of customer/agent interactions
• Easy drag and drop interface
• Innovative Analytics user-interface with word cloud navigation
• Neural phonetic Speech Analytics
• Combines the strength of sentiment, word and content analysis
• Analyse multichannel interactions from one integrated Speech Analytics solution
• Both audio and screen recording and analysis in real-time
• Patented, market-leading Analytics technology
• Analytics know-how and experience in government and public safety
• Visual Query Builder - auto-tuning ensures accuracy / ease-of-use

Benefits

• Find and quantify customer/employee behaviours to drive positive change
• Uncover root causes quickly and easily
• Monitor performance and respond to issues in real-time
• Increase compliance in regulated environments
• Increase contact centre effectiveness
• Reduce unnecessary contact centre costs through Analytics
• Ingest over 100,000 hours of audio daily
• Increase efficiency by processing thousands of queries at once
• Understand contact drivers

£70 a licence a month

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 tina.coster@bslgroup.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

272113422177207

Contact

Tina Burton
07824425316
tina.coster@bslgroup.com

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: Call recording, quality monitoring
• Cloud deployment model: Private cloud
• Service constraints: No
• System requirements:
  • Workstation Requirements: Windows 10or 11
  • Workstation Requirements: Mac OS X 10.7 or higher
  • Workstation Requirements: 8GB RAM, 50GB User Storage
  • Intel Pentium D Processor 3GHz or Higher (Dual or Quad-Core)
  • Screen Resolution: 1280 x 1024 pixels
  • Adobe Reader: Latest version
  • Microsoft.NET Framework 4.6.2 or later

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: 98% of support phone calls are answered within 30 seconds by our Customer Service centre. They will log a case and assign the priority of the query or problem. Typically Business Systems provide technical 1st response within 20 minutes for Support related issues. Response times differ outside core business hours due to the automated routing of calls. A 24 hour facility is available where cases can also be logged 24/7 (calls are routed to the Out Of Hours Team; emails would be logged and picked up the first business day).
• User can manage status and priority of support tickets: No
• 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. Premium; Full support, 2-hour response & 6-hour resolution SLA for P1 faults (24 hours a day, 365 days a year). 4-hour response & 12-hour resolution SLA for P2 faults (08:00 - 17:30 Mon-Fri, excludes UK bank holidays), 8-hour response & 3-day resolution SLA for P3 faults (08:00 - 17:30 Mon-Fri, excludes UK bank holidays), 16 hour response SLA for P4 service request/questions (08:00 - 17:30 Mon-Fri, excludes UK bank holidays). ; 2. Enhanced; 4-hour response & 8-hour resolution SLA for P1 faults (24 hours a day, 365 days a year). 8-hour response & 16-hour resolution SLA for P2 faults (08:00 - 17:30 Mon-Fri, excludes UK bank holidays), 16-hour response & 3 day resolution SLA for P3 faults (08:00 - 17:30 Mon-Fri, excludes UK bank holidays) No SLA’s provided for P4 service requests/questions (09:00 - 17:30 Mon-Fri, excludes UK bank holidays). ; 3. Core; 4-hour response P1 faults (09:00 - 17:30 Mon-Fri, excludes UK bank holidays). 8-hour response for P2 faults (09:00 - 17:30 Mon-Fri, excludes UK bank holidays), 16-hour response (09:00 - 17:30 Mon-Fri, excludes UK bank holidays) No SLA’s provided for P4 service requests/questions (09:00 - 17:30 Mon-Fri, excludes UK bank holidays).
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Training is provided on site and delivered by Business Systems Analytics Consultants. The training is consultative and promotes knowledge transfer through hands on exercises and relevant support. Training is 'Train the Trainer' based, to enable additional training to be conducted internally. Online training is also available. ; Go live and post deployment support is also provided as standard and should the customer need additional go-live support, additional days can be provided.
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats:
  • Online Quizzes
  • Videos
  • In-built Help
• End-of-contract data extraction: The solution is open in - open out. A data export utility facilitates the export of all data in CSV format. Users with appropriate permissions can export data via the application user interface. In the case of reports, these can additionally be emailed on demand or on a schedule, in line with the customer's exact requirements. Business Systems consultants would work with the customer to agree the most appropriate approach to ensure the data is captured as required.
• End-of-contract process: Access is terminated and all data securely destroyed.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Chrome
• Application to install: Yes
• Compatible operating systems:
  • MacOS
  • Windows
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Nexidia Interaction Analytics is a web-based application. Users will access Nexidia Interaction Analytics though a browser (e.g. Internet Explorer 11.0 / Google Chrome) to access the system. All service interfaces are intuitive and user friendly. This includes the (new and improved) visual query builder. Web-based query building having replaced the legacy query builder which was a separate application.
• Accessibility standards: None or don’t know
• Description of accessibility: Users will access Nexidia Interaction Analytics though a browser (e.g. Internet Explorer 11.0 / Google Chrome) to access the system.
• Accessibility testing: Not Applicable.
• API: No
• Customisation available: Yes
• Description of customisation: Standard installations include configurations which are customer specific. For example, metadata fields. Customisation at the individual user level is minimal with preferences set from a defined list. Professional services provided by Business Systems consultants, can be tailored according to the needs of its customers.

Scaling

• Independence of resources: Each installation of the solution is via its own private cloud and is sized and resourced for the number of users agreed at contract.

Analytics

• Service usage metrics: Yes
• Metrics types: Business Systems can provide a range of metrics including the number and type of cases logged, SLA's, fixed times/closure summaries etc.; These are tailored to suit the needs of the customer. Within the application, user actions can be audited and reported on. Ingest reports (volume of interactions per day) are also available.
• Reporting types:
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: NICE - Nexidia Interaction Analytics

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
• User control over data storage and processing locations: No
• 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: Another external penetration testing organisation
• 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: In-house destruction process

Data importing and exporting

• Data export approach: Users with appropriate permissions can export data via the application user interface. In the case of reports, these can additionally be emailed on demand or on a schedule. Again, the customer can work with Business Systems consultants to agree the exact data requirements.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • Excel
  • HTML
  • Text (delimiter chosen by user)
  • Metadata (XML)
  • Phonetic Index File (PAT)
  • Transcript (Text)
  • Media File (native format or transcoded to mp4)
• Data import formats: Other
• Other data import formats:
  • Users do not import or upload data.
  • This is managed through the manufacturer's Data Exchange Framework.

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • IPsec or TLS VPN gateway
  • Other
• Other protection between networks: AES-256 encryption is implemented for data in transit and at rest in the manufacturer's PCI hosted environment using the Vormetric encryption solution (www.vormetric.com).
• Data protection within supplier network:
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: The solution uses encryption throughout the data life cycle. The extractor can use secure network protocols such as SSH, SFTP, or IPSEC for moving files from the recorder to the Interaction Analytics application servers. User access is setup over site-to-site VPN. Also each customer has a dedicated environment and network segment.

Availability and resilience

• Guaranteed availability: Service level agreements (SLA's) are negotiated as part of the contract. Hosted deployments are architected and implemented in line with the required SLA's of the customer.
• Approach to resilience: The solution can support redundancy in a single datacentre if required. This assumes that the deployment is architected to be resilient by using Microsoft clustering for SQL and windows services, Network Load Balancing for the Web applications, a resilient storage configuration, redundant network connections and grid replica functionality. Maintenance is completed by built-in application processes in addition to scheduled SQL stored procedures included with the application deployment.
• Outage reporting: In the event of an incident, Business Systems will notify the impacted customer based on the agreed notification process in the contract.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Within the solution there are:; Privileges (defined by profiles) which determine which functions a user has access to,; Access Rights which determine the objects a user has access to (queries, workflows, sessions etc.), and,; Data Restrictions (metadata driven) which determine the types of data the user can see.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • 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 receive audit information on a regular basis
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: SOCOTEC
• ISO/IEC 27001 accreditation date: 08/11/2023
• What the ISO/IEC 27001 doesn’t cover: All operational areas are covered.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• 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
• Information security policies and processes: All security incidents posing a threat to the information storage and processing facilities are reported and documented. For each reported incident it is required that a thorough investigation is conducted and remedial action taken leading to a satisfactory closure. All employees and contractors are made aware of what constitutes an information security incident and are familiar with the reporting procedures.; ; It is the responsibility of all employees and subcontractors to report any information security incident or suspicion to the ISO Security Officer and ensure that the incident is duly recorded on the Information Security Incident form. It is the responsibility of the Security Incident Management to take appropriate action to provide a prompt response to the incident and to facilitate normal operation as soon as safely possible. This is overseen by the Board.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: To ensure the most secure environment and best practices, the solution is 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.; ; Several types of change require formal sign off by 1-2 change management committee members including user maintenance (access request), Windows updates, service restarts and re-boot of devices, data destruction and re-do of network architecture, firewall configuration (firewall policy or rule set changes require vulnerability scans for impact analysis).
• Vulnerability management type: Undisclosed
• 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: Undisclosed
• Protective monitoring approach: In line with ISO 27001 accredited governance procedures.; ; This includes (but is not limited to):; - Site security measures and access points; - Strong passwords and 2 factor authentication for data access; - Full back up of critical data; - Media destruction; - PAN management encryption
• Incident management type: Undisclosed
• Incident management approach: A defined escalation and response process is in place to determine the appropriate communication mechanisms, the potential need to notify customers and the timing of these events concerning the hosting of the solution. As for all support queries, these will be logged with Business Systems. ; ; An incident classification determines the priority for handling the incident and scope of the impact. All alerts are responded to within 48 hours of receipt.; ; Status notifications are provided to the customer.

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

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Business Systems are a recognised Carbon Neutral Organisation reducing our footprint from 27 tonnes of carbon emitted in 2022 to circa <0.19 tonne in 2023. Business Systems holds an ISO 14001 certification, and we monitor and measure our environmental performance and compliance through regular Environment, Sustainability, and Governance (ESG) audits.; ; By communicating environmental best practice and offering comprehensive staff training, Business Systems promote sustainable behaviours across our workforce and encourage improved environmental performance across the work we deliver for our customers. ; ; We are committed to supporting the areas we work in, making every effort to enhance the lives of individuals by supporting environmental projects and volunteering our time to help communities. We actively encourage all of our employees to get involved in a wide range of local community initiatives. ; ; We expect our supply chain partners to mirror our continued commitment to environmental practice. Our supplier selection process requires all prospective suppliers to demonstrate how they operate in alignment with the principles of ISO 14001.

  Covid-19 recovery

  Business Systems prioritises the safety and wellbeing of its employees, customers, and third-party suppliers above all else. In line with guidelines regularly published by the Government and applicable health authorities, we have completed COVID-19 risk assessments of all business activities and locations. ; ; We have identified risk mitigations which continue to improve workplace conditions and support the COVID-19 recovery effort, whilst helping to reduce the spread of COVID-19. This includes migrating the organisation to a home-working business model throughout the pandemic, holding workshops on running remote teams effectively, and on fostering “virtual” collaboration. ; ; Supporting and positively influencing the physical/mental health and wellbeing of our staff is at the core of our business culture, with additional support available to employees affected by COVID-19. In addition, we run a range of team-building exercises and will include voluntary work in the local community (related to Covid-19). We already offer workshops to educate the local community in areas relating to voice/speech technology, and raising awareness on health and wellbeing for the contract workforce, including around loneliness and isolation caused by COVID-19. Any identified issues will be acted upon swiftly.

  Tackling economic inequality

  Business Systems values its employees and is committed to recruiting, training, retaining, and supporting them. Our first core value is ‘People First’, and we strive to be an outstanding employer. We believe in providing a safe, diverse, and inclusive work environment that fosters personal and professional growth. To achieve this, we offer competitive salaries and benefits packages, and a robust platform of training, development, and career progression. We have invested in industry-leading tools to support our managers to hold productive conversations with their team members, and to collect weekly actionable engagement data through pulse surveys.; ; Many of our team members have been developed through the organisation, from entry level to senior management (including C-Suite). We are continuing to invest in training and development to create further opportunities to develop our team, as well as creating entry-level opportunities across all areas of the UK. By working closely with universities and internship schemes, we are able to provide work experience and summer internships and have a successful apprenticeship scheme in place.; ; We track staff turnover rates and conduct exit interviews to understand how we can continue to be a better employer. We also engage regularly with review platforms including Glassdoor to allow candidates to gain genuine insight into how our people experience life at Business Systems.

  Equal opportunity

  Business Systems is committed to promoting a gender pay balance and creating an inclusive workplace that values diversity. We understand women are disproportionately represented in low-paid occupations and are proud to have attained Living Wage Employer status. As part of this, we undertook a supply chain audit and remediations to ensure all employees and suppliers are paid a fair and liveable wage. We measure and monitor our success by tracking the representation of women in leadership roles, and by conducting regular engagement surveys. We assess the engagement data by gender, allowing us to identify deltas between men and women and create appropriate resolution plans.; ; Our modern approach to hybrid/flexible working supports underrepresented groups who have traditionally found it difficult to attend an office, including those with disabilities/long-term illnesses. We support our teams to work in locations that enable safety and productivity, whether at home, on site with clients, or in an office. Our office in the City of London is fully accessible and is adjacent to the step free entrances to Bank Station. We provide support to all employees through our Employee Assistance Programme, including a 24x7 support line as well as numerous resources and wellbeing plans. We monitor and measure our success by conducting regular engagement surveys. ; ; We are also committed to increasing the representation of LGBTi+, BAME, and other protected characteristic groups in the workforce. To achieve this, we provide an inclusive work environment that values diversity and promotes equality. We monitor and measure our success by tracking the representation of diverse groups in our workforce and conducting regular engagement surveys, including questions specifically related to diversity and inclusion. This data is segmented by self-reported gender, sexuality, and ethnicity, allowing us to draw insights into deltas between these groups and target specific interventions to improve the employee experience.

  Wellbeing

  Business Systems values the mental health of our employees and is committed to promoting a healthy work-life balance. To ensure staff mental health is promoted, we provide an Employee Assistance Programme which includes mental health resources and support programs. We conduct regular employee engagement surveys which specifically include questions related to mental health, stress, anxiety, and burnout to ensure that we can identify and proactively manage these concerns.; ; We have signed up to the Mental Health at Work Commitment, demonstrating our commitment to the health and wellbeing of our team, and have implemented a Mental Health First Aider programme. We also encourage our team to regularly share wellbeing content and articles on our dedicated Wellbeing Teams channel. We encourage an open dialogue around workload, stressors, and other challenges so that we can make changes to support any team member who needs it. We include wellbeing as a regular topic at town halls and workshops throughout the year. ; ; We have invested in enhanced data analytics to enable team members and managers to proactively schedule time to focus, to learn, and to take a break. Our team can use this data to identify interruptions out of hours, longer or less productive meetings, or other insights that help bring meaning to their work. We monitor and measure our success by conducting regular employee engagement surveys that feature targeted questions related to mental health.

Pricing

• Price: £70 a licence a month
• Discount for educational organisations: No
• Free trial available: No

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 tina.coster@bslgroup.com. Tell them what format you need. It will help if you say what assistive technology you use.