NICE SYSTEMS UK LIMITED

Nexidia Speech and Text Analytics. Customer Insights. Customer Journey

NICE Nexidia provides customer interaction analytics that will accurately search, identify, provide insight from audio, chat, e-mail, social and text interactions. The solution offers common metrics and soft skills behaviour analysis in a single interface that enables users to seamlessly organise, analyse and operationalise this data.

Features

• Analytics for phone calls, chats, emails, surveys and other interactions
• System agnostic data importing using proprietary Data Exchange Framework
• Comprehensive suite of out of the box, pre built reports
• Role-specific interface dashboards, configurable at enterprise, supervisor and agent level
• Comprehensive data source integration with 3rd party applications
• Auto Topic Categorisation, trend analysis and query coverage
• AI/Machine learning driven Customer Satisfaction and agent behaviour analysis
• Enhanced sentiment analysis across all interactions
• Real Time Agent Guidance using agent behavioural analysis

Benefits

• Categorise and quantify customer contact drivers
• Identify, drive and optimise digital contact strategy and adoption
• 100% of customer interactions analysed
• Comprehensive, actionable insight across full OMNI Channel estate
• Insight to drive process improvement and operational efficiency
• Understand and influence customer satisfaction and sentiment
• Vulnerable Customer identification, supporting FCA reqirements
• Complaint flagging and identification, reporting model
• Sales and retention and improvement model

£50 to £70 a licence 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 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

680750960619223

Contact

Richard Perkins
07785503405
richard.perkins@nice.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: Each system is designed for the requirements of the user - whether hosted or on-premise. The system design is dependent on a number of variables such as, the volume of interactions, number of agents and data retention.
• System requirements: Named agent software licenses

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: 4 hours is typical, but it depends upon the contracted response times (NICE offers a range of support / response options)
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: No
• Web chat support: No
• Onsite support: No
• Support levels: Nexidia's provides a comprehensive support service to all users, via the Nexidia Client Portal that is available 24x7. ; ; Nexidia also offers comprehensive user training and a Managed Analytic Service to provide business analytics services and support.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: A comprehensive training programme is offered to each customer based on their needs and potential use of the system. The programme is a mix of onsite and online training and is backed by access to the Nexidia University for further learning and development. In addition, customers can buy a Managed Analytic Service that suppports them in developing the analytics and reporting in the system along with the transfering the knowledge of how to get the best from Nexidia Interaction Analytics.; NICE are also able to offer a Value Realisation Service (VRS) which offers comprehensive, targeted business outcomes.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: The extraction of data will be performed based on the terms stated within the contract.
• End-of-contract process: This will stated within the terms of the contract.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
• Application to install: Yes
• Compatible operating systems:
  • MacOS
  • Windows
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: No
• Customisation available: No

Scaling

• Independence of resources: Each system is standalone and the resources allocated independently to each customer.

Analytics

• Service usage metrics: Yes
• Metrics types: Metrics (KPIs) can be built based on any Analysis event identified by Nexidia in correlation with Sentiment data, Cross-talk ratio, Share of voice ratio, Silence ratio and any additional meta-data provided per Interaction. ; Nexidia Metrics can also cross-correlate different event types within its Metric calculation, as an example attribute a positive score to a Metric when an Interaction has both exceeded a max silence (non-talk) duration and has identified a specific Topic of discussion within the call.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

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)
  • Other locations
• 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: Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Nexidia has created the Data Exchange Framework (DEF) for the import and export of data. ; ; The DEF is a full featured, purpose-built, distributed workflow engine that is bundled with Nexidia Interaction Analytics. It moves and transforms audio files, text interactions and related metadata throughout the Customer/Nexidia ecosystem. The DEF securely extracts information from diverse, geographically distributed data sources into the Nexidia system and pushes structured data and analytics results from Nexidia data warehouse to downstream systems/databases as required.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • TXT
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Speech files in any standard audio format
  • Text files in .TXT format

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • IPsec or TLS VPN gateway
  • Other
• Other protection between networks: Data will be transmitted data into Nice's data center via SFTP using AES 256 algorithm and all access to the system requires being on the Nexidia LAN or VPN Secure Tunnel.
• Data protection within supplier network: Other
• Other protection within supplier network: All data within the network is encrypted using AES 256 standard throughout the process and lifetime of the information including all media used the Nexidia Interaction Analytics and Query Builder applications.

Availability and resilience

• Guaranteed availability: Service Level Agreements (SLAs) are defined for each customer during negotiations.
• Approach to resilience: Available on request
• Outage reporting: Email alerts.

Identity and authentication

• User authentication needed: Yes
• User authentication: 2-factor authentication
• Access restrictions in management interfaces and support channels: Management interfaces are control via ACL's. Only specified subnets and users can access the management interfaces.; All users are limited by pre-agreed roles based access permissions.
• Access restriction testing frequency: At least once a year
• Management access authentication: 2-factor authentication

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: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 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: 29/03/2017
• What the ISO/IEC 27001 doesn’t cover: The Internal company domain is not covered by the ISO 27001 certification. The Hosted environment is covered.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: CompliancePoint
• PCI DSS accreditation date: 18/07/2019
• What the PCI DSS doesn’t cover: The Hosted environment is cover, while the Internal company domain is not covered by the PCI DSS certification.
• Cyber essentials: No
• 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:
  • ISO/IEC 27001
  • Other
• Other security governance standards: PCI/DSS; HiTrust
• Information security policies and processes: Security policies are based around the PCI standards.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: See section 4.4 of the security policy.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: See section 4.6 of the security policy.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: All Nexidia personnel are qualified and required to act as the initiator for alerting in the event of any significant threat to the organization or its Customers and the entrusted data. Initiation of alerting requires the immediate notification to Nexidia Support, via e-mail, and phone. Notification should occur within 20 minutes of discovery.; ; Nexidia Support conducts proactive review and notification procedures as well. Every twenty-four (24) hours, the monitoring solution reviews and alerts Nexidia Support of any potential threats originating within the systems or other monitored devices.
• Incident management type: Supplier-defined controls
• Incident management approach: Nexidia has developed and maintains incident response procedures that is reviewed and updated at least annually.; ; Nexidia ensures a consistent and effective approach to the management of information security incidents, including communication on security events and weaknesses. ; Management responsibilities and procedures are established to ensure a quick, effective and orderly response to information security incidents. ; The objectives for information security incident management is agreed upon with management, and it should be ensured that those responsible for information security incident management understand Nexidia’s priorities for handling information security incidents.

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: £50 to £70 a licence 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 richard.perkins@nice.com. Tell them what format you need. It will help if you say what assistive technology you use.