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

Pricing

£89 a licence a month

  • Education pricing available

Service documents

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

3 4 6 3 8 6 8 4 3 7 4 7 2 9 3

Contact

Nexus Open Systems Ltd Stuart Wilson
Telephone: 01392 205095
Email: 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

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.