Business Systems (UK) Ltd

AI Enabled NICE CXone Omnichannel Cloud Contact Centre

AI enabled Nice CXone Cloud Contact Centre Solution unifies best-in-class Omnichannel Routing, Analytics, Workforce Management, Automation and Artificial Intelligence built on an open Cloud foundation to protect previous investments. Products are tailored to offer flexible solutions for inbound, outbound, and blended contact centre environments.

Features

• Cloud based omnichannel contact centre (CCaaS)
• 30+ Digital Channels Facebook, WhatsApp, Twitter(X), email, live chat, Webchat
• Natural Language IVR, Conversational IVR capability
• Co-pilot, RTIG (automated Knowledge surfacing, next best action)
• Auto summarisation of calls written in CRM
• WFM, Speech & Text Analytics, Quality Management, Coaching, Gamification
• Customer facing FAQ Knowledgebase, Agent based Knowledgebase.
• Digital Automation through BOT’s & Virtual Agents
• Customer Feedback (Surveys VOC) - web-based interface, flexible dashboards
• Automated Quality Management scoring with Analytics

Benefits

• Auto-Scaling contact centre solution provides ability to accommodate demand fluctuations
• Features are granular to allow transformation at your pace
• PCI payment compliant platform
• Reduce AHT, Wrap time, improve CSAT, PCI Compliant
• Consistent customer Omnichannel journey
• Improve contact centre agents performance with inbuilt coaching and training
• Provide knowledge to agents and customers based on the conversation
• Provide digital enablement for customers with automation using virtual agents
• Integrate with Teams to allow interactions with back office functions
• Integrate with existing CRM’s, and billing systems through open API’s

£49 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

693636505056103

Contact

Tina Burton
07824425316
tina.coster@bslgroup.com

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: The CXone Contact Centre Solution by Business Systems is a standalone solution. Providing out of the box integrations and open APIs, the solution can be integrated with other telephony systems and business applications that companies use on a daily basis e.g Salesforce.
• Cloud deployment model: Public cloud
• Service constraints: CXone Contact Centre Solution by Business Systems is a pure cloud solution and does not require any specific hardware.
• System requirements:
  • Intel i5 processor or higher at 3 GHz or better
  • 8 GB of available memory
  • Windows 10 or 11 supported. Other OS’s for certain features
  • Chrome\ Edge default standard supported browser
  • Other SW (e.g.NET Framework may be required for features/modules

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Hours of Cover: Remote 24x7x365 SLA: 2 hours response for P1 faults, 4 hours response for P2 faults.
• 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: No
• 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: Documentation (online or PDF) depending on features. Onsite / remote training options. Training is typically 'Train the Trainer' based, to enable additional training to be conducted internally.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: If required, data can be provided to the customer and can be deleted from the platform. This will be based on each individual customer's needs.
• End-of-contract process: Where required, data extraction is charged on a time and materials basis and managed by Business Systems (see pricing document). Buyers may request the inclusion of fixed offboarding costs on their Call Off Contracts but will need to specify maximum extraction volumes, media and metadata formats and delivery methods, as audio media typically requires large electronic files.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
• Application to install: Yes
• Compatible operating systems:
  • MacOS
  • Windows
  • Other
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: CXone Contact Centre Solution by Business Systems ensures a consistent experience across devices with a similar look and feel, as well as navigation and functionalities. Available via a 3rd party and Native client in roadmap.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The service interface is based on the configuration and administration of the system. This can be accessed by customers via the browser interface or using the Studio installed application, depending on the nature of the task. Back end services are maintained by Business Systems / NICE and the customer will not have access to these.
• Accessibility standards: None or don’t know
• Description of accessibility: The web interfaces are designed to be accessible from multiple browsers and devices.
• Accessibility testing: Not Applicable.
• API: Yes
• What users can and can't do using the API: Business Systems and its partner NICE provide an open API platform for businesses to integrate with other telephony systems as well as with business applications and systems of their choice.
• API documentation: Yes
• API documentation formats:
  • PDF
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: With CXone Contact Centre Solution by Business Systems users can fully customise their solution to meet their business processes as well as other needs and goals.

Scaling

• Independence of resources: The CXone Contact Centre Solution by Business Systems has been designed with high availability and geo-redundancy in mind. As a cloud solution, CXone is highly scalable and resilient.

Analytics

• Service usage metrics: Yes
• Metrics types: CXone Contact Centre Solution by Business Systems provides a full range of metrics that can be used in standard and customer reports or on wallboards. Data can be exported for use in other reporting tool.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

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

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: No
• Datacentre security standards: Managed by a third party
• 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 CSA CCM v3.0
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• 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: Business Systems Contact Centre users are able to export their data from the online portal easily.
• 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)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: The Contact Centre platform provides 99.99% uptime. ; All data is stored and processed in highly secure datacentres.
• Approach to resilience: The Contact Centre platform's architecture has multiple levels of redundancy built into it. Typically we run in active / active mode to ensure service failover is as seamless as possible without causing disruption.
• Outage reporting: Email Alerts are sent to the authorised contacts for each customer.; There are 3 levels of priority support cases: ; ; - Priority One - Critical or Major impact on business processes and no workaround. Maintainer will provide a response as soon as possible, and a qualified member of its staff will begin to diagnose and correct a Priority 1 case as soon as reasonably possible but in any event, work will commence on the resolution within agreed SLA response times.; ; - Priority two - Any other problem which is not classified as a priority 1. Maintainer will provide a response as soon as possible, and a qualified member of its staff will begin to diagnose and correct a Priority 2 case as soon as reasonably possible but in any event, work will commence on the resolution within SLA.; ; - Priority three - Request for information or non-service affecting issue. Maintainer will provide a response as soon as possible.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Business Systems has complex password requirements in order to restrict access to its services. If incorrect details are entered, the user's account will be blocked.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: You control when users can access audit information
• How long user audit data is stored for: Between 6 months and 12 months
• Access to supplier activity audit information: You control when users can access audit information
• How long supplier audit data is stored for: Between 6 months and 12 months
• How long system logs are stored for: Between 6 months and 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: SOCOTEC
• ISO/IEC 27001 accreditation date: 08/11/2023
• 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: No
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: European data security regulations
• Information security policies and processes: Business Systems's ISO 27001 certification covers the full scope of the business including all systems, operations and personnel. 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: All configuration and change management processes are fully covered by ISO27001 certification and ISMS. All change is approved via a Change Advisory Board where all change requests are assessed via a number of security impact criteria. All changes are pre-configured and tested, with automated deployment to ensure consistency of production releases with pre-production testing.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: A Continuous Systems Improvements team meets monthly to evaluate and mitigate risks and vulnerabilities. There is in addition, subscription to vendor and independent vulnerability forums and newsfeeds. Critical patches are often performed as zero-day fixes, following testing.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: All servers and computers utilise anti-virus and anti-malware protection. Intrusion Detection Systems are also utilised at the network edge. Consolidated logging and alerting are used to ensure notification and rapid response to potential incidents.
• Incident management type: Supplier-defined controls
• Incident management approach: Incident management processes are in line with ISO 27001 accredited governance procedures. Users can report incidents by telephone and email. System alerts also notify of incidents. Critical outages or other significant incidents are immediately notified by telephone, with non critical incidents initially notified by email. All incidents are reported in document format by email following root cause investigation.

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
  • 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: £49 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.