BELL MICROSYSTEMS LIMITED

Intelligent Customer Experience (CX) Services

Bell Integration’s Intelligent Customer Experience Services help organisations improve service quality, increase efficiency, and reduce risk by applying AI across customer and employee interactions using NICE CXone Mpower. We support the full CX lifecycle, from strategy and implementation through training, support, and managed services, delivering sustained value and operational confidence.

Features

• CX strategy and advisory services defining AI-enabled customer experience approaches
• CX delivery and implementation services configuring NICE CXone Mpower platforms
• CX training and enablement services supporting operational platform adoption teams
• CX support services maintaining stability across live CXone environments operations
• CX managed services providing governance optimisation and ongoing operational management
• NICE CXone Mpower enables AI-powered omnichannel customer employee interactions management
• NICE CXone Mpower provides intelligent automation across customer service workflows
• NICE CXone Mpower delivers Workforce Engagement Management WEM capabilities tools
• NICE CXone Mpower includes real-time agent assistance and guidance capabilities
• NICE CXone Mpower offers analytics performance insights and reporting tools

Benefits

• Faster time to value from intelligent CX investments
• Reduced delivery and operational risk across service lifecycle
• Improved customer satisfaction through faster consistent service experiences
• Increased agent productivity and confidence using AI assistance
• Lower customer effort and improved first contact resolution rates
• Consistent service experiences across channels and teams
• Better workforce performance through Workforce Engagement Management WEM
• Scalable CX operations supporting growth without increased complexity
• Sustained service performance through proactive optimisation and governance
• Measurable business outcomes from AI-enabled CX services

• Education pricing available

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 cto@bell-integration.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

864611736184158

Contact

cto@bell-integration.com
02392825925
cto@bell-integration.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Contact centre
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Services are delivered using the NiCE CXone Mpower platform. Scope, timelines, and outcomes depend on agreed serivces packages and statements of work. CXOne mpower is delivered exclusively through the cloud and is not offered in an on-premise environment.
• System requirements:
  • Stable high speed internet connectivity
  • Computer web browser configured with javascript enabled, cookies enabled
  • Computer web browser configured with local storage enabled
  • Supports TLS v1.2 or higher security protocol
  • Computer device is running compatible windows/mac OS

User support

• Email or online ticketing support: Yes
• Support response times: 24/7 or during standard office hours depending on the chosen options and the severity of the issue
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: TBC
• Onsite support: Yes, at extra cost
• Support levels: User support is provided in line with the agreed support service level. Bell Integration offers flexible support options to align with service criticality and operational requirements, including standard business-hours support and 24x7x365 coverage. Support services provide access to experienced NICE CXone engineers and are delivered in accordance with defined service levels, response targets, and escalation procedures. (Additional information is provided in the Service Description.); ; There is also the option to engage Bell Integration Managed Services, where ongoing operational responsibility, proactive service management, and optimisation are provided.
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: Service onboarding begins with confirmation of scope, service objectives, and governance arrangements. Access to required NICE CXone Mpower environments, integrations, and tools is established, and roles, responsibilities, service levels, and escalation paths are agreed. Delivery, support, or managed service activities then commence in line with the contracted service model, supported by appropriate training, knowledge transfer and documentation.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Upon contract termination, Bell Integration, as an authorised NICE partner, can support the secure and structured extraction of relevant data from the NICE CXone environment in accordance with applicable data protection and security requirements. Alternatively, customers may perform data extraction independently using available NICE CXone REST APIs or CSV and XML export functionality.
• End-of-contract process: At the end of the service contract, Bell Integration services are concluded in line with the agreed transition and exit approach, without impacting the customer’s NICE CXone platform unless requested. Access rights related to Bell Integration services are securely removed or transferred, and relevant service documentation, configurations, and operational artefacts are handed over. A final service review is completed to confirm service closure and ensure an orderly transition.
• Documentation accessibility standard: WCAG 2.2 AA

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: Desktop Primary Users: Agents, Supervisors, Admins. Full contact center operations, handling interactions. Interaction Handling: Full omnichannel support (voice, chat, email, social). Full scheduling, forecasting, adherence tools. Comprehensive dashboards, analytics, and historical reports. Customization & Integrations: Full integration with CRM, knowledge bases, and business apps. Optimized for multiple simultaneous interactions and workflows. Mobile Primary Users - Supervisors, Managers (light use for agents). On-the-go visibility, alerts, and performance oversight. Interactive handling Limited or none. Workforce Management Limited or monitoring only; Real-time KPIs, alerts on dashboard. Customization & Integrations very limited. Multitasking - Not practical due to screen limitations
• Service interface: Yes
• User support accessibility: EN 301 549
• Description of service interface: The CXone Agent is a browser-based application that enables personnel to manage and respond to various contact channels that includes telephone calls, chats, emails, SMS, social media interactions, voicemails, and WhatsApp messages. The platform supports simultaneous handling of multiple interactions. Depending on organisational configuration, users may utilise either a physical telephone device or the Integrated Softphone for voice communications. The Integrated Softphone leverages the browser’s voice capabilities to facilitate call handling directly within the application.
• Accessibility standards: EN 301 549
• Accessibility testing: Tbc
• API: Yes
• What users can and can't do using the API: What users can do with the API:; Access Control: Users must authenticate using their CXone Mpower credentials, which are validated against their assigned roles and permissions. ; - Role-Based Permissions: The permissions granted to a user's role dictate their ability to perform actions via the API. For instance, a user with the user:view permission can retrieve user information, while a user with user:create can add new users. ; - Data Access: Permissions also control data visibility. For example, a user with access to a specific business unit can interact with data related to that unit through the API. ; ; What users can't do with API:; Unauthorized Access: Users cannot access data or perform actions outside the scope of their assigned permissions. Attempting to do so will result in authorisation errors.; - Role Modification: Users cannot alter their own roles or permissions. Only administrators with appropriate privileges can modify user roles.; - Restricted Data: Users cannot retrieve or manipulate data they are not authorized to access, as defined by their role and business unit permissions.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The NICE CXone platform allows authorised personnel to adjust the user interface, including the arrangement and visibility of specific features. The Workforce Management (WFM) application allows for configuration of user schedules and calendar elements. Call flow and routing are fully configurable, incorporating parameters such as skill groups, languages, high-priority customers, and other operational criteria. Bell can offer professional services to facilitate enhanced system customisation.

Scaling

• Independence of resources: The NICE CXone platform supports dynamic scaling to meet organisational demand. Resources can be increased within existing instances or by adding additional instances to handle higher contact volumes, more users, or expanded business units. The cloud-native architecture ensures high availability, consistent performance, and elastic storage and reporting capacity, supporting growth without extensive manual intervention. Additonal cost may apply if the platform maximum concurrent usages exceeds whats stated in contract agreement.

Analytics

• Service usage metrics: Yes
• Metrics types: '- Service Metrics – Average handle time, first contact resolution, service level, abandonment rate.; - Agent Metrics – Utilisation, occupancy, adherence, performance scores.; - Contact Metrics – Volume by channel, interaction outcomes, customer satisfaction scores.; - Operational Metrics – Queue performance, response times, SLA compliance.
• Reporting types:
  • API access
  • Real-time dashboards
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Developed Vetting (DV)

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: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: NCSC approved service provider
• Protecting data at rest:
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase
  • Physical Destruction / Hardware containing data is completely destroyed

Data importing and exporting

• Data export approach: Data can be exported through secure and structured methods, including built-in platform tools, REST APIs for automated access, and authorised partner-assisted extraction for bulk or transitional data. Scheduled and automated exports support operational reporting, regulatory compliance, and continued access to critical information is possible. Customer can request the data extracts are automated/managed via a partner like Bell.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XML
  • JSON
  • XLS/XLSX
  • PDF
  • TXT/Flat files
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XML
  • JSON

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: NICE CXone offers a 99.99% availability guarantee of each calendar month, excluding scheduled maintenance periods. The platform is monitored 24/7 by dedicated Network Operations Centers and includes tested disaster recovery processes.
• Approach to resilience: NICE CXone employs a cloud-native, multi-region architecture with geographically diverse data centers, redundant infrastructure, and automatic failover to ensure continuous service. The platform is monitored 24/7 by dedicated Network Operations Centers and includes tested disaster recovery processes. Designed for 99.99% uptime, this approach supports operational continuity, fault tolerance, and regulatory compliance.
• Outage reporting: '- Customer Notification: Authorised partners like Bell can provide prompt notification to customers in the event of service disruptions, including updates via official system status pages.; - Monitoring Status of Outages: Customers can be provided access to official status pages to track real-time system health and availability.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Username or password
  • Other
• Other user authentication: - API and system integrations require authentication via secure tokens or API keys.; - Role-based access controls ensure users and integrations only access permitted functions and data.
• Access restrictions in management interfaces and support channels: - Administrative and management interfaces are restricted to authorised personnel. ; - Support channel access (e.g., partner-assisted administration) is limited and monitored.; ; Bell certified resources could act as an advisory or configurator for the above if required by the customer
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • 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

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: Cyber Essentials Plus
• Information security policies and processes: Bell Integration has an ISO27001: 2013 accredited Information Security Management System. The scope of the accreditation covers: 'Provision of IT services and solutions of hardware and software technology with asset lifecycle management and disposal, consulting, project services, flexible resourcing, cloud infrastructure, managed services, Microsoft 365 and 24/7 end-user support’, which spans the entire remit of our software and service portfolio. Bell Integration is also Cyber Essentials Plus accredited, as well as being subscribed to the National Cyber Security Centre's Early Warning service, which proactively alerts us to any malware communications, vulnerabilities or network abuse associated with any of our assets.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: Bell Integration collaborates closely with NiCE to follow structured and documented change control procedures for all production configuration changes. This process applies both to customer-requested changes managed by Bell Integration and to those requiring coordination with NiCE, such as system upgrades, updates, and vendor fixes. All changes undergo impact assessment, scoping, review, and approval by all relevant parties. They are then tested, scheduled, and implemented in a manner designed to avoid service disruption wherever possible. Comprehensive documentation and records are maintained for audit purposes.; Managed in line with ISO27001 certification
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Bell Integration work closely with NiCE to continually monitor the CXone Mpower platform for vulnerabilities using Enterprise-level vulnerability management tools and perform regular penetration tests and vulnerability scans to assess potential threats to environments. Any vulnerabilities discovered are acted upon in accordance with a severity-based prioritisation process, which assesses impact and risk amongst other factors. Retests are performed to certify vulnerability remediation.; Managed in line with ISO27001 certification
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Bell Integration work with NiCE Based on NIST SP 800-137 (Information Security Continuous Monitoring) and apply a range of approaches to identifying potential compromises, including code and network scans, penetration tests, threat intelligence, quality assurance testing and more. Any compromises discovered are acted upon in accordance with a severity-based prioritisation process, which assesses impact and risk amongst other factors.; Managed in line with ISO27001 certification
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: Bell Integration's Customer Service Desk is available 24x7x365. Incidents are managed in line with a clear Incident Management process to appropriate agreed SLAs. Issues can be reported by phone, email or online. Bell work closely with NiCE regarding Major Incidents, to ensure timely resolution and to minimise any platform service impacting issues. Once resolved, we will conduct root cause analysis and provide an incident report to provide an explanation of why an issue occurred and what can be done to mitigate (prevent) it reoccurring.
• Post-quantum cryptography secure: Yes

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 20%
• Between £250,000 and £500,000: 20%
• Between £500,001 and £1,000,000: 20%
• Between £1,000,001 and £2,500,000: 20%
• Between £2,500,001 and £5,000,000: 20%
• Over £5,000,001: 20%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: LRQA
• ISO/IEC 27001 accreditation date: Tuesday 24 June 2025
• What the ISO/IEC 27001 doesn’t cover: Not Applicable
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: LRQA
• ISO 9001 accreditation date: Tuesday 24 June 2025
• What the ISO 9001 doesn’t cover: Not Applicable
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 090a9312-d093-49c7-87ef-b265b14da894
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 2f22978e-f447-4ed2-bbdc-a841cca0beb3
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
    • How the supplier will work with NGOs, trade unions or other businesses to address modern slavery risk
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering
    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
    • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the issues affecting the development of new skills by target cohort
    • Understanding of issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

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 cto@bell-integration.com. Tell them what format you need. It will help if you say what assistive technology you use.