BUSINESS SYSTEMS (U.K.) LIMITED

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

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

Framework

G-Cloud 15

Service ID

586595877644908

Contact

Dan Jagtiani
07549990806
tender.alerts@bslgroup.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Contact centre
• Multi cloud support: Yes

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: Yes
• Support response times: The BSL Group Service Desk is the central point of contact for any support issues related to the production environment, including any security related matters. This team will manage, update, and rectify issues in accordance with the Service Level Agreement. ; ; Our self-service portal is the main way to log and manage any Incidents or Service Requests. The portal allows the Service Desk and client to add updates and attachments throughout the lifecycle of an open ticket.
• 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: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: 1 Critical - System inoperable - No work can be performed, or processing capacity is so limited that the probability of a serious outage and business or revenue impact. Response Time: 20 minutes. 30 minutes OOH. Resolution Time: 4 hours. Target per month: 95%.; 2 High - System Function is inoperable / Data being corrupted – Customer contact centre function is severely limited, and the defect has significant adverse impact on the business. Response Time: 20 minutes. 30 minutes OOH. Resolution Time: 8 hours. Target per month: 95%.; 3 Moderate - Function Not Working as Specified - This includes issues with the Customer contact centre system which do not stop users from performing daily business or for which there is a reasonable workaround. Response Time: 1 hour. Resolution Time: 3 days. Target per month: N/A.; 4 Low – General Question or Request. Response Time: 8 hours. Resolution Time: 5 days. Target per month: N/A.; Price upon request.; A support engineer will be assigned and engage with the client to resolve within the SLA assigned to the issue raised.
• 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.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Provided during the implementation process. The aligned Project Manager will arrange for the documentation to be shared as required with the Client.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Other
• 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
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

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

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: 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 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by 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% up time availability for the platform. As standard we provide service and support in respect of faults relating to the cloud service, for which SLAs are documented.
• 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:
  • Username or password
  • Other
• Other user authentication: 2-factor authentication
• 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:
  • Username or password
  • Other
• Description of 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

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: We have board led Information Management Security System that is both internally and externally audited and is certified against ISO 27001.
• Software Security Code of Practice: Yes

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. 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.
• Post-quantum cryptography secure: Yes

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

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 2%
• Between £500,001 and £1,000,000: 2%
• Between £1,000,001 and £2,500,000: 5%
• Between £2,500,001 and £5,000,000: 5%
• Over £5,000,001: 5%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Socotec
• ISO/IEC 27001 accreditation date: Friday 20 December 2024
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: IMSM
• ISO 9001 accreditation date: Thursday 20 March 2025
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: D696533d-24a9-4d31-a63a-48a728c84c82
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: F7945500-da96-423f-adb5-381f1845c3b9
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Advertising of supply chain opportunities openly and to ensure they are accessible to a diverse range of businesses, including advertising all subcontracting opportunities on Contracts Finder
    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
    • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of issues relating to entering the contract workforce

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce

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