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Business Systems (UK) Ltd

Hosted Microsoft Teams Recording

Microsoft Teams recording service from Business Systems is cost effective and easy to use supporting capture of voice and instant messaging from your Teams interactions. The service covers capture, archive, search and replay capabilities from your Teams voice, meeting, and collaboration streams.

Features

  • Hosted capture, storage, search, replay of Teams voice and IM
  • Capture interactions directly in the cloud
  • Fully integrated and secure compliance recording solution
  • Resilient and available configurations - supports service levels
  • Regular service monitoring to provide quality & performance
  • GDPR compliant and secure storage and recording

Benefits

  • Easily provision recorded users from your Teams tenant
  • Easy deployment as no addition client software or scheduling required
  • Scalable to provide required concurrent capture
  • User friendly interface
  • Interaction search, playback, sampling, and monitoring
  • Ideal for Public Cloud environments.
  • Direct integration into your Microsoft Teams tenant
  • GDPR Compliant, ISO27001 and Cyber Essentials Plus accredited

Pricing

£15 a user a month

Service documents

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

8 3 9 0 0 9 1 0 7 9 1 7 7 2 6

Contact

Business Systems (UK) Ltd Tina Burton
Telephone: 07824425316
Email: tina.coster@bslgroup.com

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
O365/Teams licensing required
System requirements
  • Existing O365 license
  • Microsoft Teams tenant

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
Consultancy services are provided and delivered by Business Systems Consultants.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
On end of contract, Business Systems can extract the interactions and provide these to the customer. Additional options can be provided around data management at the end of contract.
End-of-contract process
30 days before end of Contract, there will be client engagement to confirm the Requirements, agree a plan, determine any additional services needed, and the Quality Criteria for the delivery of those services to meet the Requirements.

Using the service

Web browser interface
Yes
Supported browsers
  • Microsoft Edge
  • Firefox
  • Chrome
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
None
Service interface
Yes
User support accessibility
WCAG 2.1 A
Description of service interface
Web browser
Accessibility standards
WCAG 2.1 A
Accessibility testing
Not applicable
API
No
Customisation available
Yes
Description of customisation
Reporting capabilities are configurable.

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

Resellers

Supplier type
Reseller providing extra support
Organisation whose services are being resold
NICE, Redbox, Recordsure, TeleWare, Calabrio, Verint etc

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
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
‘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 BSL account manager. User setup data could be provided as CSV. Calls and associated metadata provided through a browser-based export application.
Data export formats
  • CSV
  • Other
Other data export formats
XML
Data import formats
CSV

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
Level of availability is 99.50%
Approach to resilience
There are no single points of failure in the cloud infrastructure. All services are hosted across 3 geographically resilient datacentres within the UK with call recording information being stored in a secure EU datacentre.
Outage reporting
Email Alerts are sent to the authorised contacts for each customer.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels
Users are assigned permissions specific to their role.

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 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
  • 2-factor 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 have access to real-time 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
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 Business Systems will apply proper security controls within all information processing centers. Business Systems have a formal change management process. Business Systems separates environments for development, testing and production. Business Systems have controls in place to back up the customer’s data. Backup and restore procedures are included in Business Systems
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
We patch monthly, and where significant threats arise we patch immediately under change control.

We receive information from NCSC, our AV/Security vendors and IT vendors which is assessed monthly within our ISO27001.
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
Incident management processes are in line with ISO 27001 accredited governance procedures.

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
£15 a user a month
Discount for educational organisations
No
Free trial available
No

Service documents

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.