Nexus Open Systems Ltd

Nexus Luware Contact Centre

Luware is a cloud based contact center solution that extends Microsoft Teams with additional features and functionality allowing routing of calls and tasks to the most appropriate agent or team, based on their skills, availability, and presence. It provides self-service options, automation, reporting, and integrations with other applications.

Features

• Route calls dynamically based on skills, numbers, locations etc.
• Agents management over multiple contact centre locations
• Calls can be routed based on customer’s choices
• Timeline and relevant CRM data embedded inside your Teams client
• Advanced features for Microsoft Teams Clients
• Web Reception Attendant with Advanced Timeline and Chat
• End-to-end solution based on Microsoft Teams
• Web Chat Bot interaction and translation services
• Integrated hunting methods

Benefits

• Fully featured Contact Centre platform
• Enhancing capabilities of Microsoft Teams
• Integration into CRM systems
• Pricing model per server and domain, no per agent
• Easy Operations and (Change) Management
• Functional management by end-users
• Microsoft Gold Partner & Certified Luware Partner
• Product evolves alongside Microsoft’s intelligent communication strategy
• Native to Microsoft Teams

£89 a licence a month

• Education pricing available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  ODT

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 stuart.wilson@nexusos.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

346386843747293

Contact

Stuart Wilson
01392 205095
stuart.wilson@nexusos.co.uk

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Native to and extension of Microsoft Skype for Business; Extension to Microsoft Teams
• Cloud deployment model: Private cloud
• Service constraints: Clients should utilise hardware (e.g. headsets and handsets) that are certified for Microsoft Skype for Business or Microsoft Teams
• System requirements:
  • Customer must connect its network(s) to ATC platforms
  • Specific ports to be enabled on Firewall
  • Adequate network bandwidth must be made available
  • Windows 7 Operating System and above

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Standard SLA is for 2 hours response for Critical issues; 4 hours response for Major issues and 8 hours response for Minor issues.
• 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: 9 to 5 (UK time), Monday to Friday
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 A
• Web chat accessibility testing: None as yet
• Onsite support: Yes, at extra cost
• Support levels: Support Levels: Basic - Service Desk Facility; Incident & Problem Management; Dedicated Account Management; Third Party Liaison; Escalation Procedure; Remote Support; Access to Customer Portal. Standard - Service Desk Facility; Incident & Problem Management; Dedicated Account Management; Third Party Liaison; Escalation Procedure; Remote Support; Access to Customer Portal; Service Level Agreement; Remote Monitoring & Alerting. Advanced - Service Desk Facility; Incident & Problem Management; Dedicated Account Management; Third Party Liaison; Escalation Procedure; Remote Support; Access to Customer Portal; Service Level Agreement; Remote Monitoring & Alerting; Annual IT Strategy; Monthly Remote Health Checks; Proactive Monitoring & Alerting; On-site Support. Support cost: Pricing is dependant on customers infrastructure and environment A dedicated Technical Account Manager is assigned to each customer and our Service Desk team includes Cloud Support Engineers.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We follow a defined process for on-boarding new clients to ensure that they have the assurance of our help, whilst at the same time remain in control of the cloud services which are often at the core of their business. Through the on-boarding process Nexus will complete a detailed assessment of: • Client’s strategic vision • Organisational culture • Current and future objectives • Desire business outcomes • Potential improvements to existing business processes • Project and programme delivery resources • Current governance and programmes. We can provide onsite training to our clients as well as instruction at our own training centre. User documentation is provided by way of client portal guide
• Service documentation: No
• End-of-contract data extraction: You own your data and retain all rights, title, and interest in the data you store with Luware.; You can download a copy of all of your data at any time and for any reason, without any assistance from Luware or Nexus.
• End-of-contract process: There are no additional costs at the end of the contract.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Chrome
  • Safari
• 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: Application client and web browser
• Accessibility standards: WCAG 2.1 A
• Accessibility testing: The interface is provided by Luware and has been extensively tested with assistive technology.
• API: No
• Customisation available: No

Scaling

• Independence of resources: Highly scalable platform, built in a multi tenant model and evolving according to the number of provisioned users and customers. Guaranteed by Service Level Agreement.

Analytics

• Service usage metrics: No

Resellers

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

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: Supplier-defined controls
• 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 v3.0
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: The data centres that host our services comply with ISO27001 accreditation, therefore have the industry's security protocols in place to secure data at rest.
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: You own your data and retain all rights, title, and interest in the data you store within Luware Contact Centre. You can download a copy of all of your data at any time and for any reason, without any assistance from Luware or Nexus.
• Data export formats: CSV
• Data import formats: CSV

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)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: 99.95% availability.
• Approach to resilience: All servers are duplicated and act on an active/active basis using load balancers.
• Outage reporting: Email alerts will be issued if there are any outages.

Identity and authentication

• User authentication needed: Yes
• User authentication: 2-factor authentication
• Access restrictions in management interfaces and support channels: Nexus manage access to management interfaces and support channels through the use of Named Contacts. Those users who require access to management interfaces and support channels such as the client portal must apply for access through their organisation to the Nexus Service Desk. These user applications are then reviewed and approved or rejected with the individual recorded as a Named Contact for the particular service and appropriate credentials provided.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Username or password

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: 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: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: NQA
• ISO/IEC 27001 accreditation date: 29/04/2021
• What the ISO/IEC 27001 doesn’t cover: Our ISO 27001 certification relates to the information security management system and not to the products or services of our organisation. The certificate reference number, the mark of the Certification Body and/or the accreditation mark may not be shown on products or stated in documents regarding products or services.
• 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:
  • CSA CCM version 3.0
  • ISO/IEC 27001
• Information security policies and processes: Nexus hold and maintain an Information Security Policy. We have an Information Security Office (ISO) who is responsible for the development, management and enforcement of the policy across our organisation.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Nexus have a configuration management process for tracking changes in the specification of our services and products, this is managed centrally. Nexus also implement a full change management process for assessing and if appropriate executing any changes to services and products.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We run vulnerability testing on a monthly basis or following a platform release. Patches are deployed on severity basis.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Our platform is monitored by our dedicated engineers on our Service Desk and through a proactive monitoring system. Any incidents identified are resolved within the agreed Service Level Agreements.
• Incident management type: Supplier-defined controls
• Incident management approach: All Incident tickets will be recorded in the Nexus Service Desk system under the Incident Management workflow. All new Incident tickets will undergo an initial impact assessment. Nexus will further look to determine the number of users/systems affected and establish the commercial impact to the customer’s environment. We have a knowledge base to be able to check for common events. Users can report incidents by phone, email or through their client portal. Incidents are included in any appropriate service monthly ticket summary reports.

Secure development

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

Public sector networks

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  The environmental benefits of our G-Cloud Service provision are substantiated by Microsoft’s own studies and commitments towards climate change.; A 2018 study found that using the Microsoft Azure and 365 cloud platforms can be up to 93% more energy efficient and up to 98% more carbon efficient than on-premises solutions.; Microsoft has committed to focus on four key areas of environmental impact to local communities; carbon, water, waste, and ecosystems by way of; using 100% renewable energy by 2025 by partnering with renewable energy projects, replenishing more water than they consume by 2030, achieving zero-waste certification by 2030 and achieving net-zero deforestation from new construction and re-forestation initiatives by greening communities with native woodlands.; Real sustainability requires solutions that address wastefulness at every level of a business. Hosting on the cloud is more environmentally friendly and results in less of a carbon footprint.; Cloud infrastructures support environmental proactivity, powering virtual services rather than physical products and hardware, and cutting down on paper waste, improving energy efficiency, and (given that it allows employees access from anywhere with an internet connection) reducing commuter-related emissions. Reports predict that data centre energy consumption would drop by 31% from based on the adoption of cloud computing and other virtual data options.
• Covid-19 recovery:

  Covid-19 recovery

  As a member of the COVID-19 High Performance Computing Consortium, Microsoft is helping researchers accelerate their understanding of the virus and the development of treatments and vaccines through two major initiatives; HPC Consortium and AI for Health.; The COVID-19 HPC Consortium encompasses computing capabilities from some of the most powerful and advanced computers in the world. Microsoft hope to empower researchers around the world to accelerate understanding of the COVID-19 virus and the development of treatments and vaccines to help address infections. Consortium members manage a range of computing capabilities that span from small clusters to some of the very largest supercomputers in the world.; AI for Health is a new $60 million, five-year philanthropic program from Microsoft, created to empower non-profits, researchers, and organizations tackling some of the toughest challenges in global health. Microsoft are providing access to AI and expertise in these areas; Accelerating medical research to advance the prevention, diagnoses, and treatment of diseases, increasing our shared understanding of health and longevity to protect against global health crises, reducing health inequity and improving access to care for underserved populations and supporting fundamental research capabilities, including data collaboratives and differential privacy.
• Wellbeing:

  Wellbeing

  The primary benefits of Microsoft's cloud services are the transfer of ownership of compliance and maintenance of cloud infrastructure and its security and that IT Managers and business owners no longer need to be concerned about those elements of their IT systems once in a Microsoft cloud platform. This has a massive positive impact on wellbeing of employees within organisations across the world.

Pricing

• Price: £89 a licence a month
• Discount for educational organisations: Yes
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  ODT

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 stuart.wilson@nexusos.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.