NICE SYSTEMS UK LIMITED

Quality Central QM,Enterprise OmniChannel Compliance Recording, Real Time Authentication&Fraud

This platform delivers omni channel recording & quality management that ensures processes and agents’ performance align with business initiatives. The platform can ingest any data from 3rd party solutions data, automate all your quality processes, including front and back-office, delivers greater efficiency, agent performance. Real Time Voice Biometrics/Fraud options.

Features

• Enterprise grade omni channel recording
• Automated Workflows with AI and Analytics
• Quality Forms, Dashboard and KPIs adherence
• Automate and Customize Coaching
• Advanced Reporting and Insights
• Vendor Agnostic QM & Biometrics
• Recording Consolidation
• Automate Compliance & Recording Assurance
• High Availability & DR with no single piont of failure
• Real Time Voice Biometrics for Authentication and Pro Active Fraud

Benefits

• Holistic view of Quality across organisation,team and agent level.
• Helps with flexible Quality Plans, Work distribution and Case management
• Secure your accounts with voice biometrics and reduce fraud
• Closed loop Coaching process, tracks agent review and coaching effectiveness.
• Engage and Empower evaluators,reporting on Quality processes \organisation\team\Agent effectiveness
• Quality for any recording vendor , any media ,both front&backoffice.
• Move legacy recordings to Quality Central for single-point of access.
• Improved operational efficiency & compliance to contracts
• Consolidate and unify the quality assurance process call\ email\claim
• Solve all your omni channel compliance recording needs

£5 to £20 a licence a month

• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 richard.perkins@nice.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

633808134683199

Contact

Richard Perkins
07785503405
richard.perkins@nice.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: None
• System requirements: Detailed service requirements are confirmed per system design

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: 4 hours, depending upon the contract details
• 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: Standard- Monday to Friday, 0830-1730; Enhanced- 24 x 7
• Support available to third parties: No

Onboarding and offboarding

• Getting started: A full range of installation, training, consulting and support services are coordinated and focused on establishing an environment that creates results for our customers. Training can be provided as remote or onsite. Full user documentation is available as soft or hard copy and also embedded into the system software for ease of access.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Our platform allows data to be exported from the system.
• End-of-contract process: Customer may, at least sixty (60) days prior to the conclusion of the then-current Subscription Term, advise NICE in writing that either: (a) Customer does not wish to renew the Subscription Term (a “Non-Renewal Notice”); or (b) Customer desires to renew the Subscription Term for a different length of time than the expiring Subscription Term. A Non-Renewal Notice for any Cloud Service in the NICE CXone or NICE CXone Integrated Solution families products must be sent to Contract-Unsubscribe@NICEinContact.com, and for any Cloud Services within the NICE WCX Solution family must be sent to CloudServicesUnsubscribe@nice.com; notice sent by any other method shall not constitute a Non-Renewal Notice. Customer understands that, if Customer fails to provide a Non-Renewal Notice, Customer shall be responsible for payment in full for the fees associated with the next Renewal Term regardless of whether Customer has issued a purchase order.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Chrome
• Application to install: Yes
• Compatible operating systems: Windows
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: APIs are supplied to allow customers to integrate other solutions with our platform for example integration with CRMs, to be able to update meta data and call tagging, user admin, real time listening and alerts etc
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: NICE solution is highly configurable, the system allows users dependent on their permissions, to adapt it to their particular needs through a wide range of operating parameters, rules, and feature enablement. This allows the system to meet a wide variety of operational needs, labor rules, and site-specific parameters, while maintaining stability and scalability.The data within the database can also be enriched by adding data from external datasources .

Scaling

• Independence of resources: The solutions are designed to ensure the optimal performance based on the maximum users using / managed by each solution design. We have been providing solutions at an Enterprise grade for 33 years and have countless examples.

Analytics

• Service usage metrics: Yes
• Metrics types: The solution has a full comprehensive suite of service metrics and reporting including Evaluation Scorecard Reports ,Evaluations Reports,Workflow Analysis Reports ,Case Management Analysis Reports,Audit Reports and many more.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• 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: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• 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: The solution offers a number of ways for exporting data. Using Data Exchange Framework, Extraction/deletion policies for example or using the reporting tool embedded in the product. Data exchange framework uses custom scripts to export data and media.; The in built report type can be exported as : PDF, Excel with plain text /with formatting,HTML,Plain text and CSV formats.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • EXCEL
  • HTML
  • PDF
  • Plain text
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Email: .msg and .eml
  • Chat: .nxtgchat and .json
  • General Text: the file extension does not matter
  • Audio:aac\aif\aifc\aiff\alaw\asf\au\aud\avi\g722\g729a\gsm\mov\mp2\mp3\mp4\mpeg\mpg\mpg4\mulaw\
  • Audio:nmf\pcm\qt\vox\vx8\wav\wm\wma\ wmv

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
  • Other
• Other protection within supplier network: All data is encrypted in transit and at rest, database are separated from applications. All unused ports are disable. Access to systems is authorized by active directory privileges only for authorize people. Customers needs and requirements are always reviewed and the most secure solution is delivered.

Availability and resilience

• Guaranteed availability: This is specified in the Cloud contract between customer and NICE. Our 12 month trend on availability is currently over 99.9% so we do not include refunds as a part of the contract.
• Approach to resilience: Infrastructure is designed from ground up to make sure that we have resiliency for everything in the Geo Graphic Data centre, starting from the customer instances that are being spread across different servers, switches and racks, making sure we have redundant power supplies, multiple network paths and much more. In addition using the latest virtualisation technologies for HA to make sure it covers physical failures as well. All of this comes in addition to the solution resiliency and HA options. Further data is available on request.
• Outage reporting: In the event of an outage or service issue, a notification is sent to the clients by the NICE Proactive Monitoring Team.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Firewall detailed configuration and the infrastructure management is performed by the NICE Cloud Services team. Global management of the firewall infrastructure is performed by NICE Cloud Services using a dedicated interface. Firewalls separate the internal network from the internet. Firewall settings are configured for authorised traffic only, defined in NICE Cloud’ Security Policy. ; ; NICE manages and delivers services using a variety of systems and environments. Information security controls and procedures are implemented, to prevent unauthorised access. Resources are protected through a combination of firewalls, VPNs, native operating system access controls, database management security, application controls, intrusion detection monitoring software.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Dedicated link (for example VPN)

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: At least 12 months
• Access to supplier activity audit information: Users receive audit information on a regular basis
• How long supplier audit data is stored for: Between 1 month and 6 months
• 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: SII-QCD
• ISO/IEC 27001 accreditation date: 20/02/2016
• What the ISO/IEC 27001 doesn’t cover: Additional Cloud Services not covered under the ISO 27001 are covered by SSAE16 SOC certification.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: N/A
• PCI DSS accreditation date: N/A
• What the PCI DSS doesn’t cover: N/A
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: ISO 27001 which is relevant for the services management organisation

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: NICE recognises the significance of physical security controls as a key component in its overall security program. Physical access methods, procedures and controls have been implemented to help prevent unauthorised access to data, assets and restricted areas. Physical access to NICE office is restricted to authorised personnel using personal electronic identification cards. These access cards are issued to NICE's employees by the administrative manager. Permissions to issue cards and grant access are restricted to the administrative manager and the authorised designees. In addition, visitors to the NICE office are accompanied while on premises.; ; Formal written policies for the principles and processes within the organisation are developed and communicated so that personnel understand NICE's objectives. The assigned policy owner updates the policy annually and the policy is reviewed and approved by designated members of management. In addition, Responsibility and accountability for developing and maintaining the policies are assigned to the NICE relevant teams and are reviewed and approved on an annual basis by the management team.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: NICE have an Asset Management policy and Configuration Management Database (CMDB) and the Security Team has to sign off on all changes.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Vulnerability Management proactively prevents the exploitation of known vulnerabilities that exist within the NICE Systems – Cloud Services network and infrastructure. The expected result of the vulnerability and threat management program is to reduce time, resources, and money spent addressing vulnerabilities and any exploitation of those vulnerabilities. As soon as any vulnerability is validated and approved by the Application Development R&D team, patches are deployed. Information for potential threats are gathered from cloud security subscriptions.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Global Hosting Operations and the Manager Security and Compliance Cloud Services must be alerted to suspected information and system component compromises through cloud security subscription. The aim is to handle the situation in a way that limits damage and reduces recovery time and costs. Once notified and validated by the Application Development, patches are deployed.
• 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: NICE has a predefined Incident Management Process. Responsibilities and procedures are established to ensure a quick, effective and orderly response to information security incidents. Incident reporting includes alerts from intrusion detection, intrusion prevention and file integrity monitoring systems. Reporting procedures follow a legal and regulatory compliance requirements. Users are made aware of malicious code issues and also receive guidance on what they should do if an infection occurs.

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  At NICE we have an ongoing commitment to improving our operations in order to help cut energy use, reduce the use of plastic and generation of waste, encourage recycling, and lower our carbon footprint. Our goal is to increase the awareness of the need to preserve the environments in which we operate and to minimize any environmental impact from our activities and products. Complying with ISO14001, applicable environmental legislation, regulations and the majority of customer requirements; Striving towards prevention and continual reduction of any adverse environmental effects from our activities and products; Demonstrating continual improvement of environmental objectives and fostering environmental awareness among NICE personnel and promoting internal communication of this policy. Monitoring of energy use through BMS (Building Management System), in addition to monitoring of energy efficiency on an ad-hock basis through an external auditor; Environmental Training: All New hires are provided environmental training; All Electric and Electronic equipment is disposed of by complying with WEEE Directive in the EU and local directives in all other jurisdictions, in addition to waste management and monitoring in our facilities; The majority of data centers we currently use have reported on using renewable energy and applicable target setting. We have also received an exemption from reporting our electronic waste under Israeli regulation due to minimal amounts of e-waste (below 1 ton). Suppliers are contractually obligated to comply with our Supplier Code of Conduct which includes environmental related commitments. Critical suppliers undergo an initial due diligence questionnaire, annual monitoring and audits. Although the manufacture of hardware in our products is now minimal, we have adopted responsible End-of-Life policies for the applicable products to ensure ease of dismantling, removal of hazardous materials and our participation in take-back schemes of hardware manufacturers.

  Equal opportunity

  NICE focuses on recruiting top talent globally, placing an emphasis on hiring the best without any prejudice. The recruitment process itself concentrates on the person behind the skills and capabilities, ensuring that candidates from all sectors of society, including minority groups, have a fair and equal chance at being employed at NICE. We provide an inclusive workspace, a safe environment for women and men of different religions, nationalities, and gender orientations. We celebrate these differences throughout the year, joining each other in marking festivals and holidays such as Chinese New Year, Diwali, Thanksgiving, Pioneer Day, Jewish New Year, International Women’s Day, Pride Day and more. NICE boasts great diversity, with offices across the world, and substantial representation from many different population sectors and groups globally. We encourage our employees to bring their individual identities to the table and to work in teams that foster inter-cultural communication and ultimately, innovation. The age range of our employees is particularly wide, from Gen Z-students and interns who are in their tertiary studies through to those who have already passed retirement age and have chosen to continue working at NICE. People of different ages work together in tight-knit teams, each bringing their perspective and enabling the healthy exchange of ideas and opinions. Within our efforts to decrease the gender gap in technology, our best and brightest female engineers are leading an initiative to inspire and mentor young girls and drive them into technology careers. We empower young girls with coding skills, in the hope of increasing female representation in the technology space, where women are under-represented today. Indeed, by encouraging more girls to pursue science and technology studies, we can contribute to laying the foundations for greater gender equality.

  Wellbeing

  At NICE we believe in leveraging our strengths to benefit our local communities: sharing our knowledge, expertise, capabilities, and investing time in giving back to the communities in which we operate. The best way to contribute is through a close alignment between our business and community relationship strategies. For over a decade, NICE has made community involvement an integral part of its corporate culture, supporting and encouraging thousands of its employees to volunteer at a wide range of organisations worldwide. Support of the community is also expressed in donations to social and welfare services (food, medicine, hygiene products) and in financial support of different institutions (educational, sports, and institutions for the elderly). To address this topic, we employ a community manager specialist to manage community programs. a We believe in the power of volunteering and encouraging our employees to engage in regular volunteer work for different causes. NICE is dedicated to mental health and wellbeing and offers all employees support through a number of initiatives which run each month including shining a spotlight on trailblazing campaigns which raise awareness for Mental Health and those affected. We have Mental First Aiders who have trained internal professionals to support staff if they are finding things difficult. There are Mental Health and Wellbeing quick links available to all staff, such as the Mental Health Foundation, MIND, SANE and YoungMinds/Mental Health for Children & Youth. Also the health of our employees is important and we offer many opportunities for staff to join in health talks, have access to relevant podcasts, yoga and mindfulness sessions to improve the overall wellbeing and health of our staff all through a dedicated site for NICE employees around Health and Wellbeing.

Pricing

• Price: £5 to £20 a licence a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: NICE will work with the Department to provide a limited number of free trial licenses for the purpose of a time bound Proof Of Concept (maximum loan period 12 weeks per project)

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 richard.perkins@nice.com. Tell them what format you need. It will help if you say what assistive technology you use.