Business Systems (UK) Ltd

Live & Legacy Call Recording & Retrieval Portal - Wordwatch

Simplify communications compliance and consolidate records for a single pane of glass view of your data. Unify interaction data and unlock value with leading Record Keeping and Call Recording Management solution, Wordwatch. Engineered to streamline highly regulated organisations’ approach to managing, accessing, and extracting value from interaction recordings.

Features

• Simplify your interaction/call recording landscape, reduce complexity and costs
• Scalable data exports in original formats for verifiable authenticity
• Consolidate separate silos of interaction data from multiple systems
• Call recordings kept in original format ensuring integrity and validity
• Create automation rules to avoid over-retention
• Seamlessly transition to cloud or hybrid data storage when needed
• Meta Data Enrichment: transcription, translation, biometric identification and AI
• Access, replay and manage all data in one single portal
• Central data management for interactions/call recordings
• Compliance workflows, authentication and authorisation, insights and audits

Benefits

• Manage Compliance: meet jurisdiction requirements to safeguard global regulatory compliance
• Scalable Searches at Speed: Rapidly locate/retrieve specific call recordings
• Cost Savings: Decommission legacy systems to streamline infrastructure and costs
• Remove risk of challenges maintaining legacy support capabilities
• Preserve original call recording formats with a verified Chain-of-Custody
• Optimise server resources with cloud deployment and modernisation
• Provides your compliance team with the ability to self-serve
• Monetise by leveraging voice and interaction data insights
• Stay ahead with adaptability to future capture systems and applications

£3,042 an instance 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

332501002615747

Contact

Tina Burton
07824425316
tina.coster@bslgroup.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Not Applicable.
• System requirements:
  • Accessed through web browser: access hosted platforms through organisations firewalls
  • Customer to provide access to Voice Recording platforms
  • Operating System: Windows 7 Pro or higher
  • Intel Core i3 or higher
  • 4 GB RAM
  • 50GB Free Space and access to the C: drive
  • Sound card (for audio playback)
  • Windows Internet Explorer 11+ or Google Chrome

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: 98% of support phone calls are answered within 5 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: Onsite support
• 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: Consultancy services are provided and delivered by Business Systems Consultants.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Database exports or Report model runs.
• End-of-contract process: Customer data is exported, System is shut down , database wiped , Backups deleted.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Chrome
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Configuration is done via an administration portal.
• Accessibility standards: None or don’t know
• Description of accessibility: Via an application or the web depending on the service.
• Accessibility testing: Not Applicable.
• API: Yes
• What users can and can't do using the API: The Wordwatch Service provides Users access through a Web Portal that itself uses the underlying API to interact with the system. Customers are able to carry out all functions that they could through the Web Interface using the API should they wish to do so. This includes Search and Replay of recordings, User and Authorisation Management, alongside Compliance tasks such as placing calls on Hold (overriding retention periods) and Exporting in bulk to supply to regulatory bodies or for use in other systems.
• API documentation: Yes
• API documentation formats: Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Customisation is possible in terms of which modules a Customer wishes to licence and in particular flexibility around the Dashboards and Reporting Module where Customers may find they have specific requirements and the service allows for great flexibility in this area.

Scaling

• Independence of resources: Each customer is on a separate virtual environment.

Analytics

• Service usage metrics: Yes
• Metrics types: The Service includes Dashboards to show system utilisation in terms of recordings stored and User interactions. These can be scheduled to be sent out as emails or can be accessed through the Web Portal in real time.

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
• 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: Another external penetration testing organisation
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: No
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Database exports or report model exports
• Data export formats:
  • CSV
  • Other
• Other data export formats: DB exports
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Xls (Excel)
  • Database connections

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Other
• Other protection within supplier network: Disk encryption, strong secure passwords.

Availability and resilience

• Guaranteed availability: The hosting service offers a guaranteed uptime of 99.6%, excluding any planned maintenance within the Operational Time, scheduled and agreed downtime, and the occurrence of any Force Majeure Event.
• Approach to resilience: Multiple High availability nodes.
• Outage reporting: This is done through email alerts.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Customer controls, user accounts and role configuration. There is full granularity in user role configuration.; ; 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.
• Access restriction testing frequency: At least once a year
• Management access authentication: 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 contact the support team to get audit information
• How long supplier audit data is stored for: User-defined
• 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: SOCOTEC
• ISO/IEC 27001 accreditation date: 10/03/2021
• 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: In line with ISO 27001 accredited governance procedures.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: In line with ISO 27001 accredited governance procedures.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: In line with ISO 27001 accredited governance procedures.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: In line with ISO 27001 accredited governance procedures.

Secure development

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

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: £3,042 an instance 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.