DAVIES GROUP LIMITED

Managed Interaction Analytics & Reporting

Provision of speech and text interaction analytics technology, reporting solutions and professional services as a managed service. Specialisms include insights into operational efficiency, automated quality assurance, regulatory compliance, customer experience, demand analysis and operational reporting. Platform independent with accredited methodology and significant business experience delivering strong return on investment.

Features

• Scalable analysis of interactions (calls, emails, webchats and others)
• Provide training & support to existing client teams if required
• Supplement existing teams with additional analysts as required
• Support to implement changes and drive development as required
• Deploy new technology or use existing platforms
• Real-Time (in-contact) or Near-Time (post-contact) analysis
• Partly or fully managed service
• Accredited methodology & working practices
• Reporting templates and designs for operational use
• BI building service in your chosen technology

Benefits

• Automate quality checks on interactions, to increase coverage & accuracy
• Understand reasons for contact
• Flag vulnerable customers
• Identify opportunities for operational efficiencies
• Implement changes supported by trackable data
• Reduce operational costs
• Provide insight and root cause analysis at scale and speed
• Adapt capacity to reflect operational demands
• Upskill existing analyst teams
• Easy access to the latest industry leading technology

£0.30 to £1 a unit an hour

• 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 bids@davies-group.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

911252981313537

Contact

Gill Gange
01554 700371
bids@davies-group.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: Hosted solution so not available for on premises use. Requires internet connection with good speeds to access the software.
• System requirements:
  • Modern web browser
  • Internet connection

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Standard support hours are Monday to Friday 0900 to 1700, excluding UK Public holidays. We aim to respond to all Priority 1 issues within 2 business hours during these times. Other response times are detailed in the Service Definition Document
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Davies provide support to Managed Analytics clients to ensure continued access to and value from the platform. First line support is handled by Davies, and we escalate to our speech platform providers as required. As a managed service, we handle this interaction for our clients. We primarily offer one service tier in terms of support, which provides support during standard UK office hours (Monday to Friday, 0900-1700, excluding public holidays). We are able to increase the level of support offered if required. More detail on support response times is included in the Service Definiton document.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide training to meet the client needs, including on-site training, remote training and the provision of key documentation and supporting methodologies. In addition to End-user training, we can also provide "Train-the-trainer" support if buyers have established in-house resources they wish to use.
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats:
  • XLSX
  • DOCX
  • PPTX
• End-of-contract data extraction: Users are able to export data at the end of the contract through the user interface or the API. Data is available for no more than 60 days following the end of a contract before it is securely deleted.
• End-of-contract process: There is no additional cost at the end of the contract. The entitlement to use the software ends once the contract term expires.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The interface allows authorised users to access the results of analysis. There are different interfaces available, these are targeted at different users. Operational users typically have access to dashboards, Analyst users are able to access advanced reporting and search interfaces.
• Accessibility standards: None or don’t know
• Description of accessibility: The cloud service includes accessibility methods that enable its UX optimization to be in line with the recommendations of the Web Content Accessibility Guidelines (WCAG) organization.
• Accessibility testing: The application has been developed in a manner to support accessibility and address Section 508 compliance in that, when used via a Section 508 complaint web browser, people with disabilities using the application are able to complete the core tasks of the application and the application as a whole produces an accessible experience
• API: Yes
• What users can and can't do using the API: The API gives users role-appropriate control to almost all functions in the platform. It is possible to add and remove users and perform other administrative tasks. Content can be uploaded to and downloaded from the platform through the API, enabling direct data feeds from and to other systems if required. There is no additional charge for access to the API.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: No
• Customisation available: No

Scaling

• Independence of resources: The platform works on a multi-tenant principle and data segregation is ensured. This multi-tenant model only shares the processing capacity and allows more easily for bursting in the case of time periods of higher than expected volume, providing an 'economy of scale' over a single-tenant model.

Analytics

• Service usage metrics: Yes
• Metrics types: As part of our managed service, we provide regular client updates on the extent of platform use in terms of processed content. We also track user logins and the amount of engagement with the platform.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: CallMiner, Avoira and other market leading solutions

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

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 once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • 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: With the appropriate permissions, users are able to export data directly from the User Interface into CSV, XLSX or PDF formats. Data can also be extracted through the API.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • XLSX
  • JSON
  • MP3
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XLSX
  • JSON
  • XML
  • WAV
  • OGG
  • VOX
  • MP3
  • WMA
  • MP4
  • PCM

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 Data Centre has recorded availability of over 99.7% for the last year
• Approach to resilience: Only accredited datacentres are used for hosting, all of which include standard resiliance measures such as backup power and fire suppression systems. Systems are configured with significant redundancy and monthly vulnerability scans are undertaken. More details are available on reqest.
• Outage reporting: Automated systems at our suppliers are used to track system availability and we are alerted of any issues. These alerts are passed on to clients via email as required.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Username or password
  • Other
• Other user authentication: We can link to Microsoft Active Directory for a Single-Sign-on experience if required. We can also restrict access to the system through IP Whitelisting.
• Access restrictions in management interfaces and support channels: Users are given role-appropriate access rights restricting their access rights and permissions to the actions required for their role. Roles are granular and are configured in consultation with clients to ensure the right access is given.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Username or password
  • Other
• Description of management access authentication: Management access can be further restricted with IP whitelisting and/or a link to Active Directory for a Single-Sign-On experience if required.

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: User-defined
• Access to supplier activity audit information: You control when users can access audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Perry Johnson Registars, Inc.
• ISO/IEC 27001 accreditation date: 20/03/2023
• What the ISO/IEC 27001 doesn’t cover: All controls are included in the scope of the certification.
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 12/04/2023
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: Not Applicable
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: We are a regulated business by the FCA and operate to ISO27001 standards. All policies are managed by an internal InfoSec and Governance team under our CISO. Staff training is conducted bi-annually or in the event of policy change. Training is delivered via online courses and assessments and is mandatory for every employee as a part of their employment contracts.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: Our platform provider has a dedicated Release Management team, and they manage the continuous integration processes, environments, and deployment. There is a dedicated QA staff that develops automated tests using a variety of tools to ensure that no bugs were introduced during a development cycle. Automated regression testing is done nightly on automated builds and in the release environment prior to a release. UAT is performed by testing personnel with a business understanding of the product with an eye towards customer usage patterns and requirements.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Detailed threat identification and response plans are in place. Internal and external vulnerability assessments are performed at least monthly. Patches are fully assessed for applicability and potential risk, and deployed to systems within 30 days. Where patches are unavailable, additional compensating controls will be put in place. Both US Computer Emergency Readiness Team and the NIST Computer Security Division are monitored for security alerts.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Several proactive processes are in place. Firewall reports are reviewed daily for evidence of intrusion attempts and the the Cloud Services team monitor the integrity of the file systems. Staff are available on a 24/7 basis to respond to alerts
• 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: There are policies and processes in place to handle security incidents which can be reported by email or phone as well as through automatic monitoring systems. In the unlikely event of a data breach, the Incident Response Team includes representation from, among others, IT-Security, IT-infrastructure, Communications, Legal and Human Resources. Development of communications plan is a key step in this response.

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
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  As a Group, we have committed to cut our carbon emissions in half by 2030 and to reach carbon net-zero by 2050. This target is aligned with the Science-Based Targets initiative (SBTi) - a globally-recognised framework that provides companies with a clear pathway to support the Paris Agreement’s goal of limiting global warming to 1.5°C above pre-industrial levels. Our targets are due to be verified by SBTi in 2024. Our environmental impact does not stop at GHG emissions. From the raw materials used in our services, equipment and technology, to the water consumption in our offices and the lifecycle of operational waste, we are taking steps to reduce our impact. This year, we implemented a new global procurement system with a focus on building sustainability into the supply chain, with improved tracking and the capability for sustainability reviews of products and suppliers. Our fully-digitised claims management system has reduced printing by 90%, and we already recycle the vast majority of our operational waste. Legal Solutions uses local and ethical suppliers for office equipment with full traceability, and we promote “green parts” within our auto claims. We are aiming to develop and launch Davies’ global waste strategy in the coming year. Several of our offices have already moved to 100% renewable energy. Our ultimate goal is for all of the energy used in our offices to come from renewable sources

  Tackling economic inequality

  Our people are at the heart of our business. They are critical to our business success and an integral part of our sustainability ambitions. The variety of skills and perspectives within our workforce drives innovation. We provide a nurturing environment where every employee can develop their professional experience and reach their career ambitions, helping Davies to grow its capabilities from within and retain our brilliant talent. During the year, 345 people were promoted internally.; ; We believe in lifelong learning and are proud to align with UN SDGs 4 and 8: Quality Education and Decent Work. Positive contributions made by employees are recognised through frequent performance reviews and rewarded through the Davies Incentive Plan. These reviews also explore areas for career and skill growth, with our training opportunities delivered by the Thrive at Davies L&D platform, as well as leadership development programmes and even funding for professional qualifications and memberships.; also offers technical apprenticeships, and our Legal Solutions unit was one of the first UK law firms to place aspiring solicitors on the Graduate Solicitor Apprenticeship. In FY23, we offered 169 apprenticeships within Davies Group, and our Learning Solutions unit placed a further 1760 apprentices across the UK.; Our Targets: ; Undertake regular performance and career development reviews with all our colleagues.; Offer career- or skills related training to all colleagues.; Advertise all job vacancies internally, where possible.; Continue to ensure fair pay across the business.; A quarter of Davies’ job vacancies were filled internally in 2023.

  Equal opportunity

  As a group we believe in lifelong learning and are proud to align with UN SDGs 4 and 8: Quality Education and Decent Work. Positive contributions made by employees are recognised through frequent performance reviews and rewarded through the Davies Incentive Plan. These reviews also explore areas for career and skill growth, with our training opportunities delivered by the Thrive at Davies L&D platform, as well as leadership development programmes and even funding for professional qualifications and memberships. We offer professional training to all our colleagues. Davies also offers technical apprenticeships, and our Legal Solutions unit was one of the first UK law firms to place aspiring solicitors on the Graduate Solicitor Apprenticeship. In FY23, we offered 169 apprenticeships within Davies Group, and our Learning Solutions unit placed a further 1760 apprentices across the UK. At Davies, we welcome different perspectives, support each other’s ambitions, and grow together to create a welcoming and inclusive environment that reflects the diversity of our local communities. In 2023, we continued to develop our Diversity, Equity, and Inclusion (DEI) strategy and add to our progressive policies. Working with expert partners, we have delivered webinars on anti-racism and domestic abuse, grown our employee action groups and introduced enhanced inclusive hiring practices, such as the mandatory inclusion of multiple gender candidates in talent selection for senior leadership hires, and using Multiverse and Reach Out to source apprenticeship candidates from diverse backgrounds.

  Wellbeing

  The safety and wellbeing of our colleagues is paramount. Our leading policies and support services around working practices were recognised as a major strength by the EcoVadis ESG framework. In the year, we launched our Global Guiding Principles with progressive new local policies around supporting colleagues and their families.; Davies offers both global and local benefits to improve physical, mental and financial wellbeing. For example, employee assistance programs (EAP), life assurance, enhanced maternity, adoption, paternity and baby loss leave and support, cycle-to-work and electric car salary sacrifice schemes, generous holiday allowances, the Davies Incentive Plan, and access to My Choices at Davies, our wellbeing and discount platform. Our Health and Wellbeing Action Group continues to ensure we’re meeting and exceeding the needs of our people. We monitor employee perceptions and seek feedback throughout the year. We also maintain stringent health and safety standards and ensure ongoing mandatory training. Our Targets: ; • Undertake regular performance and career development reviews with all our colleagues.; • Offer career- or skills related training to all colleagues.; • Advertise all job vacancies internally, where possible.; • Continue to ensure fair pay across the business

Pricing

• Price: £0.30 to £1 a unit an hour
• Discount for educational organisations: Yes
• 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 bids@davies-group.com. Tell them what format you need. It will help if you say what assistive technology you use.