Business Systems (UK) Ltd

Calabrio ONE Cloud Contact Centre Quality & Analytics

Calabrio ONE Cloud Contact Centre Quality & Analytics Solution from Business Systems enables you to capture 100% of your customer interactions, provides detailed actionable insights into contact centre performance and efficiencies, an automated approach to QA, as well as a proven record of benefit realisation.

Features

• Search for contact centre call recordings using specific metadata fields
• Query and category creation for quality, targeted searches
• Sentiment detection to pinpoint changes in customer journey
• Screen capture to monitor updates and process flow efficiencies
• Analytics – speech, desktop & text analytics combined
• Identify speech patterns and adherence
• Predictive evaluation scoring based on advanced machine learning (ML)
• In-depth reporting to understand form-, section- and question-level analysis
• Targeted agent data for holistic view of contact centre performance
• Evaluator performance reporting and Evaluator calibration capabilities

Benefits

• Capture 100% of contact centre interactions for actionable data insights
• Identify root cause analysis for call drivers and non-FCR calls
• Proactive identification of high-risk calls and vulnerable customers
• Improve agent engagement through in-depth efficiency metrics
• Automated contact queue for quality assurance
• Identify inefficiencies from call metrics such as hold, silence, cross-talk
• Create contact queues through rule-based modelling
• Playback, evaluation, feedback from one platform
• Simplify contact centre quality management
• Proactive Identification for monitoring high-risk contact centre calls

£70 to £70 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

819144229151817

Contact

Tina Burton
07824425316
tina.coster@bslgroup.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Maintenance windows reserved once a week for patching and cloud maintenance. Typically, the window takes no longer than 1 hour, and is used outside of the customer’s core hours. ; ; Calabrio customers can continue using Calabrio ONE with minimal interruption. For example, recordings will continue and should resume uploading after the maintenance is completed.
• System requirements:
  • Desktop Hardware - NIC: 100 Mbit NIC
  • Desktop Hardware - Disk space: 20GB
  • Desktop Software - .NET Framework 4.5 for Analytics feature
  • Desktop Software - WebM Media Foundation Components
  • Desktop Software- Any browsers used must allow file downloads
  • Desktop capture requires Internet Explorer be run in Desktop mode
  • Calabrio Analytics browser extension/plugin enabled
  • Adobe Acrobat Reader required to open exported PDF files

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).
• 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: Onsite support
• 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: Training can be provided on site or virtual and delivered by Business Systems Consultants. ; ; Business Systems also offer a unique to the market Managed Service package whereby an experience consultant who has worked with the technology will run the end to end analytical service from inception to insight and reporting linked to ROI attainment.; ; The training is consultative and promotes knowledge transfer through hands-on exercises and relevant support. Training is 'Train the Trainer' based, to enable additional training to be conducted internally. Go live and post-deployment support is also provided as standard and should the customer need additional go-live support, additional days can be provided.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats: Word
• End-of-contract data extraction: This can be done through SQL server exports or Report model runs.
• End-of-contract process: Customer data is exported, System is shut down , database wiped , Backups deleted.

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
  • Linux or Unix
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: None
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Smart, personalised and easy-to-use the service interface is modern and can be customised in many ways / places to best serve customers.
• Accessibility standards: None or don’t know
• Description of accessibility: The Calabrio ONE Cloud Contact Centre Workforce Optimisation service is accessible 24/7/365, with 99.9% uptime guaranteed (excluding planned maintenance). Customers access the solution user either application logons or SSO (e.g. ADFS).
• Accessibility testing: Not Applicable
• API: Yes
• What users can and can't do using the API: Users can make changes (e.g. to forecasts & schedules within WFM). Users can also extract data for their needs. APIs can also be utilised for the purposes of integration.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Calabrio provide widgets which allow customers to create dashboards to maximise value. Many parts of the solution also allow customisation in terms of colour changes and branding.

Scaling

• Independence of resources: The infrastructure within AWS supports customers of all sizes. ; Data centres are built in clusters in various global regions. All data centres are online; no data centre is “cold.” In case of failure, automated processes move customer data traffic away from the affected area. ; ; Core applications are deployed in an N+1 configuration. In the event of a data centre failure, there is sufficient capacity to enable traffic load balanced to the remaining sites, maintaining system uptime during updates. ; ; AWS provides the flexibility to place instances and store data within multiple geographic regions and across multiple availability zones within each region.

Analytics

• Service usage metrics: Yes
• Metrics types: Sentiment, phonetic, speech-to-text, desktop, speech energy (silent time, cross-talk etc)
• Reporting types: Reports on request

Resellers

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

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:
  • 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 every 6 months
• Penetration testing approach: Another external penetration testing organisation
• 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: Data can be exported from the application in MS Excel, MS Word or PDF formats. Users can also retrieve data through open APIs.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Calls exported in different formats (e.g WAV)
  • Data provided in MS Excel, MS Word or PDF
• 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: 99.9%
• Approach to resilience: Multi-tenant platforms have built-in fault-tolerance— failover with backup in the event of a system malfunction—that multi-instance platforms do not have. ; ; With Amazon Web Services (AWS) at the core of the platform, you’re assured access to your systems, data remains secure and available, and you have access to the resources you need to serve your customers. AWS offers server redundancies, ensuring that if one server goes down, a system is up and running on another server within four seconds. ; ; Calabrio ONE defines availability through our 99.9% uptime guarantee, as stated in the Calabrio Cloud MSA. Infrastructure that has been mentioned above, with technologies such as AWS availability zones and S3 storage ensure high availability.
• Outage reporting: System audit triggers notifications which will advise customers of any outages. In the event this should happen the team will ensure this time is kept to an absolute minimum as we guarantee up time of 99.9%.

Identity and authentication

• User authentication needed: Yes
• User authentication: Public key authentication (including by TLS client certificate)
• Access restrictions in management interfaces and support channels: Within all pillars of the Calabrio ONE Cloud Contact Centre suite, a super administrator can assign permissions / roles to individuals to ensure that they can only access / see the modules /data that the business wishes them to be able to see.
• Access restriction testing frequency: At least once a year
• Management access authentication: Public key authentication (including by TLS client certificate)

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 have access to real-time 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: Yes
• Any other security certifications: ISO2700: Assessed by Socotec

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: To ensure the confidentiality, integrity and availability of the customer’s data Calabrio will apply proper security controls within all information processing centers. 4.1. Teleopti have a formal change management process. Teleopti separates environments for development, testing and production. Teleopti have controls in place to back up the customer’s data. Backup and restore procedures are included in Teleopti’s Disaster and Recovery Plan (DRP).
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Calabrio have controls in place to detect and prevent malicious code from being executed on any system. These controls are regularly updated, e.g. the most recent versions of antivirus signatures are distributed as soon as they are available, to ensure detection and prevention of malicious attacks.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: In line with ISO 27001 accredited governance procedures.
• 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: In line with ISO 27001 accredited governance procedures.

Secure development

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

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: £70 to £70 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.