SVL Business Solutions Ltd

NICE Nexidia by SVL

NICE Nexidia Interaction Analytics is AI-powered omnichannel analytics that identify trends and root causes across 100% of interactions. Whether it’s voice, text, or digital conversation, NICE Nexidia Interaction Analytics is designed to analyse, measure, and uncover insights to drive improvements to CX. Make next-gen insights easy with analytics everywhere.

Features

• Analytics for calls, chats, emails, surveys and other Digital interactions
• Root cause analysis independent of the customer's chosen contact method
• Integrated reporting and query building
• Fully configurable role specific interface dashboards
• Advanced linguistic and statistical text mining integration
• Speech and text analytics gaining detailed customer insights
• Integrated reporting and query building
• Advanced linguistic and statistical text mining integration
• More accurate performance criteria by using 100% of interactions

Benefits

• Deliver focused quality and coaching insights in real time
• Deliver fair treatment of customers, comply with the (FCA)
• Increase precision and automatically evaluate interactions using AI analytics.
• Automate quality processes with pre-configured workflows, using do-it-your-self visual tools
• Empowers businesses to approach customers in new and innovative ways
• Identifies trends and root cause analysis to inform business decisions
• Evaluate quality from any data or digital channel
• Improves customer engagement
• Provides customer insight to target key business drivers
• Protect your organisation from reputational, financial and compliance risks

£35 to £100 a user a month

• Free trial 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 sales@svlbusinesssolutions.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

949166133537770

Contact

Sales Team
01355900000
sales@svlbusinesssolutions.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: None
• System requirements: System is configured for the requirements of each user.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: 30 minute response time for critical incidents. Further details can be found in our service definition.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: We offer three levels of support, Silver, Gold and Platinum. More details are included in our service definition document.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: A comprehensive training programme is offered to each customer based on their needs and potential use of the system. The programme is a mix of onsite and online training and is backed by access to the Nexidia University for further learning and development. In addition, customers can buy a Managed Analytic Service that supports them in developing the analytics and reporting in the system along with the transferring the knowledge of how to get the best from Nexidia Interaction Analytics.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: The extraction of data will be performed based on the terms stated within the contract.
• End-of-contract process: This will be stated within the terms of the contract.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: Yes
• Compatible operating systems: Windows
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: WCAG 2.1 A
• API: No
• Customisation available: No

Scaling

• Independence of resources: Each system is standalone and the resources allocated independently to each customer.

Analytics

• Service usage metrics: Yes
• Metrics types: A range of metrics are available including the number and type of cases logged, SLAs and fixed time. Within the application, user actions can be audited and reported on.
• 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 Nexidia

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

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: 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: ‘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: Explicit overwriting of storage before reallocation
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Nexidia has created the Data Exchange Framework (DEF) for the import and export of data.; ; The DEF is a full featured, purpose-built, distributed workflow engine that is bundled with Nexidia Interaction Analytics. It moves and transforms audio files, text interactions and related metadata throughout the Customer/Nexidia ecosystem. The DEF securely extracts information from diverse, geographically distributed data sources into the Nexidia system and pushes structured data and analytics results from Nexidia data warehouse to downstream systems/databases as required.
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats: TXT
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Text files in .TXT format
  • Speech files in any standard audio format

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • IPsec or TLS VPN gateway
  • Other
• Other protection between networks: Data will be transmitted data into Nice's data center via SFTP using AES 256 algorithm and all access to the system requires being on the Nexidia LAN or VPN Secure Tunnel.
• Data protection within supplier network: Other
• Other protection within supplier network: All data within the network is encrypted using AES 256 standard throughout the process and lifetime of the information including all media used the Nexidia Interaction Analytics and Query Builder applications.

Availability and resilience

• Guaranteed availability: SLAs are defined for each customer as part of negotiations.; Guarantee 98% availabilty
• Approach to resilience: The data room containing OnDemand UK servers is located within a third-party secured facility. Each server has dual power supplies connected to a UPS. The data centre also has a generator, keeping maximum up time.
• Outage reporting: Email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Management interfaces are control via ACL's. Only specified subnets and users can access the management interfaces.
• Access restriction testing frequency: At least once a year
• Management access authentication: 2-factor authentication

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get 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: CQS (Certified Quality Systems) Ltd
• ISO/IEC 27001 accreditation date: 3rd November 2024
• What the ISO/IEC 27001 doesn’t cover: All areas are covered
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• 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: Security policies are based around PCI standards.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Subject to a formal change management process. Firewall logs are reviewed weekly by network administrators to monitor any changes based on client requirements. Quarterly reviews of change logs also take place and stored in a change management system.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Monthly internal and external vulnerability scans are performed using industry standard tools. All vulnerabilities are evaluated based on a risk rating and assigned to the appropriate team.; ; The solution is then subject to a 6 week patching cycle (unless the patch requires immediate attention) and investigative actions are ticketed and documented within 48 hours of notification.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: All personnel are qualified and required to act as the initiator for alerting in the event of any significant threat to the organization or its Customers and the entrusted data. Initiation of alerting requires the immediate notification to Nexidia Support, via e-mail, and phone. Notification should occur within 20 minutes of discovery.; ; Support conducts proactive review and notification procedures as well. Every twenty-four (24) hours, the monitoring solution reviews and alerts Nexidia Support of any potential threats originating within the systems or other monitored devices.
• Incident management type: Supplier-defined controls
• Incident management approach: Nexidia has developed and maintains incident response procedures that is reviewed and updated at least annually.; ; Nexidia ensures a consistent and effective approach to the management of information security incidents, including communication on security events and weaknesses.; Management responsibilities and procedures are established to ensure a quick, effective and orderly response to information security incidents.; The objectives for information security incident management is agreed upon with management, and it should be ensured that those responsible for information security incident management understand Nexidia’s priorities for handling information security incidents.

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: Yes
• Connected networks:
  • Public Services Network (PSN)
  • Police National Network (PNN)
  • NHS Network (N3)
  • Scottish Wide Area Network (SWAN)
  • Health and Social Care Network (HSCN)

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Highlighting our proactive approach to reducing emissions and fighting climate change, we have put in place a tangible Carbon Reduction Plan. Through a measurable plan, we are fully committed to achieving net zero carbon by 2050 at the latest and reducing our environmental impacts year-on-year. ; As we continue to work towards net zero greenhouse gas emissions, we have moved our full fleet of company cars from diesel to electric. Aligned to our zero-carbon pledge, we have implemented a ‘Electric First, Diesel Last’ policy. This policy states that for all new vehicles we purchase the preferred option will be the purchase of an electric vehicle. If this is not a viable option, our second option will be to purchase a hybrid vehicle. Diesel cars will be last resort only.; Reducing the physical usage of on-site electricity, we are moving as many clients as possible from on-premises, server-based software to cloud-based servers and storage. This not only extends environmental benefits but also reduces the creation and distribution of significant amounts of hardware.; In our own building, we have environmental measures in place to reduce the use of electricity, gas and water. For example, to promote energy efficiency, we have introduced a “switch it off” policy at our offices. Our staff are instructed to turn off all lights and electrical appliances when they are not in use to minimise electricity use. In addition, in our offices we incorporate energy-saving features such as:; -Low-energy lighting; -Thermostat-controlled heating; -Insulation; Further evidencing our commitment to fighting climate change and reducing carbon emissions, we have continued our policy of hybrid working post-pandemic. Our flexible working policy allows all staff to work from home 3 days a week. Supporting this, we minimise business travel by advocating the use of conference calls instead of in-person visits.

  Covid-19 recovery

  We are committed to supporting organisations and businesses to manage/recover from the impacts of COVID-19. Demonstrating our commitment to supporting businesses/organisations, we have implemented several initiatives: ; ; -We have extended our terms to accommodate clients with short-term cash flow issues; -To alleviate financial burdens, we have enabled our clients to pay only for what they used the previous month. As part of this, we have helped organisations transition from hugely expensive up-front licence-based models of expenditure to a consumption-based (or usage-based) payment model ; ; Further evidencing our commitment, we offer 24/7 support to our clients who are still working on the front-line against COVID-19. This includes Blue Light, Community Care and our NHS clients. For example: ; ; -To facilitate better social distancing/new ways of working, we are providing extra call lines to NHS call-centres; -To ensure service resilience, we are providing continuous support/technical expertise to essential 24/7 helplines and emergency control rooms (111 and 999) across the UK and Ireland; ; We are also committed to improving the working conditions within our own operations to further support COVID-19 recovery. To continue facilitating social distancing, we have maintained the office layout designed for social distancing. To mitigate overcrowding and ensure our office is never too busy, we promote flexible working arrangements. This includes empowering our staff to work-from-home for up to 3 days a week.

  Tackling economic inequality

  Reflecting our dedication to tackling economic inequality, we prioritise increasing the resilience and capacity of supply chains. One way we are doing this is by bringing Contact Centre as a Service (CCAAS) products such as Amazon Connect to SMEs across the UK. Traditionally and up until the last 18 months, this type of software has been too expensive for SMEs and required a heavy up-front investment. However, by introducing a simple usage-based pricing model, this allows smaller businesses to receive all the benefits of a high-quality Contact Centre. These benefits include but is not limited to:; ; -Enhanced customer experience: Providing customers with a seamless, digital-centric service environment with multiple channels for interaction ; -Advanced analytics: Leveraging smart, AI-based business insights to stay ahead of customers needs and preferences ; -Cost-effectiveness and flexible: Transitioning from expensive hardware and maintenance to more-cost effective, flexible and scalable cloud solution ; ; By enabling SMEs to gain access to these benefits, we promote the competitiveness and sustainable growth within the SME sector. ; ; As part of increasing supply chain resilience/capacity we take proactive measures to identify and manage cyber security risks. As a business, we have achieved our Cyber Essentials Plus Certificate of Assurance. Highlighting our commitment to upholding cyber security for our clients, this is the highest level of certification offered under the Cyber Essentials scheme.; ; We will further minimise economic inequality through ongoing innovation and the development of new future-proofed methods for our clients. For example, to enhance delivery and efficiency, we have invested in a new card fraud and digital payments products. This effectively eliminates risks associated with payments via phone calls, digital, social or video channels. By embracing these innovative solutions, we empower our clients to navigate the digital landscape with confidence while advancing economic equality

  Equal opportunity

  We are committed to fostering inclusivity and diversity across our workforce, our supply chain and customer base. We have Equality & Diversity and Health & Wellbeing policies that articulate our commitment to equal opportunity and inclusion. ; ; Preventing discrimination in our recruitment process, we are an Equal Opportunities employer. Maintaining a diverse workforce, applicants will not be discriminated against based on race, colour, nationality, ethnic or national origin, religious beliefs, sexual orientation, gender, disability or any other reason. ; ; As part of our commitment to equal opportunity and as a disability-positive employer, we proactively encourage our staff, suppliers, customers to increase the representation of disabled people within contract roles. As part of this, we are dedicated to tackling inequality and ensuring that every role within our organisation is accessible. ; ; With advancements of technology, the traditional requirement for physical presence, especially for Engineers working in difficult to access server rooms has significantly reduced. Alleviating previous restrictions on these roles and allowing for an increase equal opportunity/representation, technical/engineering support can now take place via accessible computers from any venue. ; ; Moreover, to gain insights into the unique needs/challenges faced by disabled people, we collaborate with suppliers who operate within the care community. By partnering with like-minded suppliers, we create meaningful employment opportunities for disabled individuals and gain insights in how to support them in their homes/work. ; ; To provide further skills and employment opportunities for our employees including those from disadvantaged/minority backgrounds, we look to advertise positions internally and promote from within. Those who promote our values and lead by example are identified for pay raises, annual bonuses or promotions in line with our progression pathways and reward mechanisms.

  Wellbeing

  To support employee health and wellbeing, we invest in an Employee Assistance Programme (EAP). Designed to provide compassionate support to our staff through any challenges they may face, this programme offers: ; ; -24/7, 365 support: Our EAP ensures that out staff have access to assistance round-the-clock every day of the year. This includes a 24-hour helpline and telephone counselling service; -Comprehensive resource library: Tailored to the individuals wellbeing journey, our EAP provides a comprehensive library of resources, including articles, self-help tools and videos; -Accessible App and portal format: Recognising the importance of accessibility and allowing employees to access support/resources whenever they need it, our EAP is available in both app and portal format; ; In addition to the Employee Assistance Programme, we also offer support to our staff through: ; ; -Open-door policy with Directors: To address issues relating to physical and mental health, all staff are encouraged to have confidential discussions with our Directors and receive full support; -Mental health awareness sessions: To raise awareness and educate our employees in managing their mental wellbeing effectively, we conduct regular mental health awareness sessions ; -Flexible work arrangements: To accommodate employees with long-term health conditions, we offer flexible work arrangements. This enables our staff to balance their health needs with their work responsibilities. ; -Work-life balance: Aligned to the above policy, we actively promote a health work-life balance and encourage employees to take the time they need to properly manage their heath (and health conditions) ; -Free private health and dental insurance: To ensure our staff have swift access to healthcare treatments/services, we offer free private health/dental insurance to our staff

Pricing

• Price: £35 to £100 a user a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Subject to qualification, SVL offers a free proof of concept service.

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 sales@svlbusinesssolutions.com. Tell them what format you need. It will help if you say what assistive technology you use.