Business Systems (UK) Ltd

NICE CXone Cloud Contact Centre Solutions for the Government by Business Systems

Cloud Contact Centre Solutions from Business Systems helps meet public expectations without breaking the budget, unifying Omnichannel Routing, Analytics, Workforce Management, Automation and Artificial Intelligence.

With 30 years' Workforce Optimisation experience, we offer full consultancy, project management, implementation and support services helping you deliver the best possible service.

Features

• IVR - Identify callers and route to the right agents
• ACD - Service fluctuating call volumes with on-demand scalability
• Automate and optimise contact centre scheduling with Workforce Management
• Self-service that works. With AI, bots, and proactive engagement
• Flexible cloud data storage options, including long-term archiving
• Integrate with existing CRM, and billing systems
• Workforce Intelligent Contact Centre - integrate infrastructure eliminating inefficient processes
• Customer Feedback - web-based interface, flexible dashboards and customisable views.
• Screen and call recording agent self- evaluation with Quality Management
• Support 30+ digital channels

Benefits

• Improve interaction experiences through multi-channel interactions
• Enable public to communicate with you the way they want
• Improve agents’ performance with coaching and training
• Track critical metrics for smart contact centre management
• Manage your contact centre from anywhere
• Increase efficiencies and contact centre productivity
• Eliminate the capital of on premise equipment
• Eliminate mundane tasks and resolutions of customer issues
• Increase agent engagement and retention
• Lower repeat call volume by constantly identifying and resolving issues

£69.99 a person 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

831888002413965

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 i3 processor or higher at 3 GHz or better
  • 2 GB of available memory
  • Windows 7, 8, 10 supported. Other OS’s for certain features
  • Chrome 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: We provide remote support only. For break / fix support we tend to have one standard SLA which is based on: Hours of Cover: Remote 24x7x365 SLA: 2 hours response for P1 faults, 4 hours response for P2 faults. We can also offer variable managed service offerings that include the allocation of a Technical Account Manager and a number of professional services hours per month to make configuration changes as needed.
• 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: 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: 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

• 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: £69.99 a person 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.