Business Systems (UK) Ltd

Teleware Cloud Contact Centre Recording

Teleware Communications Manager (TCM) helps you manage inbound and outbound communications and deliver customer service. Built in Azure, TCM is intuitive, scalable, and global. TCM is telephony system agnostic. It includes IVR, recording, reporting, and real-time analytics

Features

• Fully hosted cloud contact centre solution
• Telephony system agnostic - overlays any existing PBX
• Cost effective light touch Cloud Contact Centre
• Optional recording services
• Leverages established, cloud infrastructure
• Accessible from anywhere
• Real-time dashboards
• Call management and ready states
• In depth reporting and analytics

Benefits

• Fast to deploy instantly scalable cloud solution
• Improved performance KPI's from real time monitoring dashboards
• Increase productivity with a streamlined single user interface
• Improve customer satisfaction - calls answered anywhere
• Reduced risk - solution accessible from any device via web
• Increased flexibility - works in any environment (office, home, hybrid)
• Improve call outcomes through optional recording and monitoring
• Reduced costs - no onsite hardware or virtual environment

£34.40 a user 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

513096668977388

Contact

Tina Burton
07824425316
tina.coster@bslgroup.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Hybrid cloud
• Service constraints: Requires an underlying telephony system such as a PBX, landline, mobile device or soft phone client (e.g. Microsoft Teams).; ; Customers that want to use existing telephone numbers will need to port the numbers. Alternatively, we can provide new telephone numbers. This will be managed as part of the on-boarding process.
• System requirements: Internet Access

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: 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: Through the implementation of a tailored program and Project Management Methodology, the Project Manager will ensure the project is governed through a controlled number of stages. It will be structured, documented and accessible with defined deliverables at each stage. Project governance, as agreed with the customer will be applied. Once the solution has been built we carry out end user training; sessions for respective user roles - either call handler, supervisor, or anyone accessing reporting or recording interfaces.
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats: Video
• End-of-contract data extraction: There are a number of options available for extraction of data at the end of the contract. This will be discussed with the Account manager assigned to the contract.
• End-of-contract process: At the end of a contract the service is decommissioned on a pre-defined date, and numbers can be ported away if required via industry standard practice. Where recording has been used, we make suitable arrangements with the customer as to what they would like to do with their files - either offload from the platform, delete them or retain them which may incur additional costs.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: Yes
• Description of customisation: Users under a 'supervisor' class profile can add, edit or delete individual hunt groups or teams of users as well as manage users/call agents within each group/team. In addition they can modify the outbound presented CLI for each group, the call distribution methods and the group/team name. Supervisors can also add, edit or delete 'reason codes' (up to 99) which are used by call handlers to designate their availability for inbound calls - either 'Ready' or 'Not Ready' with an applicable reason code. Supervisors may also add, edit or delete real time dashboards that display call information relating to inbound or outbound calls or the status of agents within their respective groups/teams.

Scaling

• Independence of resources: Teleware's cloud-based environment enables resilience and scalability using a multi-tenanted infrastructure. We automatically scale up and down based on the demands of users, this is achieved by blending data centre architecture and Microsoft Azure technology capabilities. Both datacentres connect to the Azure Cloud utilising Express Route connections with full diversity and availability across both UK regions. Session Border Controllers (SBCs) reside within the Teleware datacentres and accredited by Microsoft to provide Microsoft Teams Voice. The SBCs provide multiple points of PSTN ingress and egress through multiple carrier partners connected at each datacentre

Analytics

• Service usage metrics: Yes
• Metrics types: Supervisor class users can create real time dashboards that show usage metrics relating to inbound and outbound calls including iVR call time, queue time, call handling times as a minimum, maximum or average. As well as statistics relating to quantity of calls abandoned, answered, in queue, in progress. Metrics relating to call handlers are also available such as readiness state, calls made/answered/abandoned, and phone numbers registered to. Reporting service provides call information through the callers journey at multiple contact points – such as iVR, queue time, call handling time and if any transfers took place.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

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

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: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Users with appropriate permissions may access and run standard usage reports via a web based interface, optionally they can save the output of the reports to their local machine
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • DOC
  • XLS
  • PPT
  • TIFF
  • HTML
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: We commit to a 99.99% uptime availability for the platform. As standard we provide service and support in respect of faults relating to the cloud service, for which the SLA is as follows: Severity/Priority Level 1 (Complete loss of all Services to all Identities) - covered 24x7 has a 2 hour response target and a 4 hour fix target. Severity/Priority Level 2 (Loss of all services to a group of Identities) - covered 24x7 has a 4 hour response target and a 8 hour fix target. Severity/Priority Level 3 (Minor cloud service faults not included in the above) - covered 09:00 – 17:30 Monday to Friday, excluding Bank Holidays. Has a 8 hour response target and a 20 working days fix target
• Approach to resilience: Teleware software is built on a cloud based environment. This enables resilience and scalability using a multi-tenanted infrastructure. Using this architecture model allows the Teleware system to automatically scale; up and down based on the demands of the users, this is achieved by blending data centre architecture and Microsoft Azure technology capabilities. Both the Teleware datacentres connect to the Azure Cloud utilising Express Route connections with full diversity and availability across both UK regions. Teleware South connects to the Azure UK South region and Teleware West connects to the Azure UK West region utilising dual resilient gigabit connections at each datacentre. The SBCs provide multiple points of direct PSTN ingress and egress through multiple carrier partners connected at each datacentre. The replication of SBC and interconnectivity at both datacentres, as well as diversity between carriers ensures that the failure of any component or interconnect will not affect service availability
• Outage reporting: Email Alerts are sent to the authorised contacts for each customer.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Management interfaces are not supported for end users, internal support access is governed by ISMS policy which restricts access based on job role and job requirements.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: 2-factor authentication

Audit information for users

• Access to user activity audit information: No audit information available
• Access to supplier activity audit information: No audit information available
• 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: LRQA
• ISO/IEC 27001 accreditation date: 09/02/2024
• 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: Yes
• Other security certifications: Yes
• Any other security certifications: ISO9001

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 confidentiality, integrity and availability of the customer’s data Business Systems will apply proper security controls within all information processing centers. 4.1. Business Systems have a formal change management process. Business Systems separates environments for development, testing and production. Business Systems have controls in place to back up the customer’s data. Backup and restore procedures are included in Business Systems Disaster and Recovery Plan (DRP).
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Teleware employ external vulnerability scanner services to scan their platforms. The NOC conducts monthly tests using Qualsys SSL labs server test. All scans are maintained and initiated by the NOC according to the maintenance calendar. Scan results are compared to established baseline and where differences and issues are identified, raised as risks. Risks are prioritized as High, Medium, and Low status as indicated by the; tool that has identified it (Intruder, SSL Labs, or PEN testing). We receive information from NCSC, our AV/Security vendors and IT vendors which is assessed monthly within our ISO27001
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Teleware services are managed by the NOC. The NOC utilise multiple monitoring systems to maintain the confidentiality, availability and integrity of the service, these include Pager Duty, to alert operatives; of critical and alert situations. PRTG network monitor to measure capacity and alerts for all servers, virtual servers, routers, switches, LANs and WANs. OCOM SIP monitor to measure call performance. Automated; diallers to ensure the integrity of end-to-end call routes, Azure security centre to ensure that security baselines are adhered to, and Intruder, a vulnerability scanner which monitors the external surface of the platform; for security vulnerabilities.
• Incident management type: Supplier-defined controls
• Incident management approach: All incidents are managed within Teleware's ISO 27001 compliant ISMS. All service incidents are managed and communicated through the service desk through agreed SLAs and priorities. Major; incidents affecting confidentiality, integrity or availability are managed within the incident register. At the commencement of an incident, an incident owner is assigned who is responsible for assessing,; containing and communicating the incident as well as the resolution of the incident. All corrective actions and lessons learned are recorded and managed within our ISMS which which is reviewed by senior management and audited annually by LR

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: £34.40 a user 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.