Business Systems (UK) Ltd

TeleWare Mobile Call Recording & SMS Recording

Mobile call recording and SMS recording enables your organisation to record inbound and outbound calls, together with SMS communications. Providing your mobile workforces with all the benefits of office based communications.
Capture every detail with Mobile Voice and SMS Recording with Business Systems Mobile Voice recording solutions.

Features

• Records all inbound and outbound calls and texts on mobiles
• Industry-leading security safeguards, meaning your data is safe and protected
• Interactive web based portal for recording retrieval, replay and archiving
• Secure Storage - ISO27001 certification within TeleWare cloud
• Available reports on usage, administration and compliance
• Handset agnostic. Choose the handset most suitable or use existing
• Securely exported into a fixed line recorder
• Calls are recorded individually for improved analytics and post-call insight
• Choose between Sim or App based mobile call recording (BYOD)
• Multiple recording, storage and retrieval options

Benefits

• Flexible on-demand mobile call recording
• Monthly subscription option with no hidden costs
• If SIM based: Rapid deployment of MVR by replacing SIM
• Complies with all UK financial mobile call recording regulations
• Protects the organisation & eliminates risk by recording all calls
• Mobile call recording provides complete work flexibility
• Ensure customer experience and employee productivity levels are maintained
• Provide a more flexible working environment for your employees
• Increase productivity with employee mobility
• Integrates seamlessly with existing systems

£18 to £35 a user a month

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  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 13

Service ID

694437638078261

Contact

Tina Burton
07824425316
tina.coster@bslgroup.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Customers that want to use existing mobile telephone numbers will need to port back the numbers and use new SIM they are provided with.
• System requirements: None

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). Tailored support is also possible e.g. manned 24/7 help desk.
• 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: Business Systems provides five levels of support (remote access is a pre requisite) including:; ; 1. Platinum - Full support, 2 hour response for P1 faults (24 hours a day, 365 days a year). 4 hour response for P2 faults (9 - 17:30 Mon-Fri, excludes UK bank holidays) ; ; 2. Gold - Full support, 2 hour response for P1 faults (08:00 – 20:00 hours a day, 365 days a year) 8 hour response for P2 faults (9 - 17:30 Mon-Fri, excludes UK bank holidays) ; ; 3. Silver - 2 hour response for P1 faults (0800-2000 Mon - Fri, includes UK Bank Holidays) 8 hour response for P2 faults (9 - 17:30 Mon-Fri, excludes UK bank holidays) ; ; 4. Bronze - 4 hour response for P1 faults (9 - 17:30 Mon-Fri, excludes UK bank holidays) 8 hour response for P2 faults (9 - 17:30 Mon-Fri, excludes UK bank holidays) ; ; 5. Tailored Service Level based on the customer's requirements e.g. custom support hours, automated fault notification, dedicated Service delivery manager, etc
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: To correctly provision and bill new mobile call recording customers, the following Account information is required:; • Account name; • Account reference number; • Account address including post code; • Authorised contact name; • Authorised contact email address; • Authorised contact phone; ; To provision a new customer we need; • Customer name; • Updated Tenancy Capture Form; • Implementation address including post code; • Authorised implementation contact name; • Authorised implementation contact email address; • Authorised implementation contact phone
• Service documentation: Yes
• Documentation formats: PDF
• 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 Business Systems account manager assigned to the contract.
• End-of-contract process: At least 30 days before the end of the contract, the Authorised Contact informs the Support Desk if the Mobile Numbers are to be retained and rolled over to a new version of G-Cloud, ceased or ported to a new Communications Provider (CP). ; ; The timescale for porting is 28 working days. If the buyer is moving to a new CP then the new CP is responsible for the process of porting the numbers. The Support Desk will give full assistance in any port or in ceasing the service. ; ; There is no charge for porting the service to another communications provider. If large amounts of data need to be extracted there will be a charge as given in the pricing document.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: There are separate desktop applications for service administration and for access to compliance recordings.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Service interfaces available across desktop and mobile devices are intuitive and user friendly. In addition, the mobile phone recording solution delivered by this service provides a new approach that overcomes many of the challenges experienced in previous generations. Firstly, it works across any mobile telephone network providing much greater flexibility of choice and secondly, whereas all business calls and texts are automatically recorded, personal calls can be separated and excluded from the recording process.
• Accessibility standards: None or don’t know
• Description of accessibility: The mobile recording solution web interfaces are designed to be accessible from multiple browsers and devices.
• Accessibility testing: Not Applicable.
• API: No
• Customisation available: No

Scaling

• Independence of resources: The solution design allows for scale of application services horizontally by adding additional server instances. Services are monitored for performance and additional application servers are provisioned to ensure the SLA is met for each of the services.

Analytics

• Service usage metrics: Yes
• Metrics types: Cases logged, SLAs, fixed times/closure summaries etc.; This can be tailored to the customer's needs.
• Reporting types:
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra features and 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: Supplier-defined controls
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: 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: Customers contact the support desk or their Business Systems account manager. User setup data could be provided as CSV. Calls/SMS provided through an on premise export application.
• 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)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: 99.8% uptime
• Approach to resilience: Datacentres have dual power and network diversity and all other infrastructure utilises have dual power and dual LAN. The core databases are delivered using a SQL Always On cluster. All application and server configurations are at least N+1
• Outage reporting: Outages are detected and managed by the NOC, alerts are sent to nominated customer contacts by email.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: At the time of ordering, user and privileged user details are captured on a tenancy capture form by the designated customer contact. These include users, change requests, personnel with access to the portal etc. These users are created within the user registry with the correct permissions and a temporary password which the user must reset on first use. Password complexity standards are set at the time of order in the TCF process and are usually 8 characters, one capital, one numeric and one special character. Passwords are not stored in plain text within the database.
• Access restriction testing frequency: At least once a year
• Management access authentication: Username or password

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 contact the support team to get audit information
• How long supplier audit data is stored for: User-defined
• 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: SOCOTEC
• ISO/IEC 27001 accreditation date: 10/03/2021
• 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: ISO/IEC 27001
• Information security policies and processes: Business Systems is ISO 27001 accredited. We have a public published 'Group Information Security Policy' which describes our approach to security. All other policies follow on from this and are classified as 'internal'. We have policies for all areas of the business including IT, HR, Access control, physical security, data retention and destruction. The management system is driven via our Continual Service Improvement Plan (CSIP) which also contains the company risk register (and risk assessments).

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: The solution architecture and source code are version controlled using various version control systems. Changes to the solution undergo a formal peer review for functional and non functional aspects, which include safety and security of the system. Implementation of these changes on to the production platform undergoes a further formal review through the Change Approval Board. Both of the peer reviews are tracked using an auditable change management system.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Our platform uses Microsoft OMS which monitors the entire platform for suspicious or abnormal behaviour against a pre-set security baseline. OMS is able to notify our Network Operations Centre where investigation is required. We have governing procedures within our ISMS which ensure such incidents are escalated to, formally reviewed by and where required investigated by our internal audit group.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Governed by an ISO27001 compliance ISMS, all company processes and procedures are reviewed and audited by an internal audit group (information security forum) the ISF ensure that adequate protections and controls are in place for the business which include availability and security monitoring of the platform via the NOC.
• Incident management type: Supplier-defined controls
• Incident management approach: We have a defined process for managing incidents as part of our ISO27001. The ISMS management team are responsible for responding to and managing incidents. The plan includes strategies for managing the media, ensuring all response during an incident are documented and minimising risk. The plan is tested every 6 months.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  BSL Group are acutely aware of the increasing urgency of the climate emergency. We encourage staff to work from home where possible to reduce the carbon generated through commuting, and we ask staff to take the most eco-friendly travel option when they must travel. We offer a Cycle to Work scheme and encourage all staff to share even the most seemingly incidental ideas for how we can improve our carbon footprint.
• Covid-19 recovery:

  Covid-19 recovery

  Members of the BSL Group community, like so many in the wider community, have been deeply affected by COVID-19 and its aftereffects. We are committed to investing in modern tools and workspaces to ensure our staff are able to work effectively wherever they are. Our deeply embedded remote working capability (that predates COVID) means that we are able to recruit staff from around the UK, including in deprived areas.
• Equal opportunity:

  Equal opportunity

  BSL Group is committed to creating opportunities for staff and prospective candidates, whatever their background. We are building a culture-add recruitment model to reduce in-group bias, and our deeply embedded remote and flexible working capability allows us to offer opportunities to carers, working parents, those with disabilities, and those from deprived areas.
• Wellbeing:

  Wellbeing

  To demonstrate how we support the health and wellbeing, including physical and mental health to our employees we have implemented an EAP for all employees which also allows them to invite up to 5 family members to access wellbeing content and our EAP. It provides 24/7, 365 days a year support with a confidential employee assistance programme (EAP). It also provides a wide range of wellbeing articles, podcasts, tools and resources to help employees manage their reactions when the world around them gets stressful. We have also implemented a Cyclescheme which promotes wellbeing and offer all employees Private Medical Insurance. As a company we promote wellbeing by creating different challenges for employees through the EAP App Lifeworks.

Pricing

• Price: £18 to £35 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

• Modern Slavery statement

  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.