Business Systems (UK) Ltd

NICE inContact CXone Contact Centre Customer Satisfaction Surveys

NICE inContact CXone Customer Satisfaction surveys drive higher performance and increased customer satisfaction.

With a simple, web-based interface, flexible dashboards and customizable views, agents and supervisors can identify opportunities for improvement and self-coaching.

Features

  • Flexible dashboards and reports target survey questions/ contact center goals
  • Instant access to survey results/performance dashboards via the web
  • Simple, customizable survey design tools
  • Funnel feedback straight from customer to agent

Benefits

  • Capture customer data to improve customer experience, satisfaction, retention metrics
  • Recognize and reward agents who receive positive feedback
  • Empower agents to self-coach and identify opportunities for improvement
  • Raise customer satisfaction scores by continually improving interactions
  • Provide value across your organisation by sharing customer data

Pricing

£69.99 to £149.99 per person per month

Service documents

Framework

G-Cloud 11

Service ID

2 5 3 5 7 8 5 5 1 5 9 6 8 1 7

Contact

Business Systems (UK) Ltd

Julie Kerman

0208 326 8326

contact@businesssystemsuk.com

Service scope

Software add-on or extension
Yes, but can also be used as a standalone service
What software services is the service an extension to
The inContact CXone Customer Satisfaction Surveys Contact Centre Solution by Business Systems is a standalone solution. Providing out of the box integrations and open APIs, the solution can be integrated with other telephony systems and business applications that companies use on a daily basis e.g Salesforce.
Cloud deployment model
Public cloud
Service constraints
InContact CXone Customer Satisfaction Surveys Contact Centre Solution by Business Systems is a pure cloud solution and does not require any specific hardware.
System requirements
  • Intel i3 processor or higher at 3 GHz or better
  • 2 GB of available memory
  • Windows 7, 8, 10 supported. Other OS’s for certain features
  • Chrome default standard supported browser
  • Other SW (e.g.NET Framework may be required for features/modules

User support

Email or online ticketing support
Email or online ticketing
Support response times
Hours of Cover: Remote 24x7x365 SLA: 2 hours response for P1 faults, 4 hours response for P2 faults.
User can manage status and priority of support tickets
No
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
Web chat
Web chat support availability
24 hours, 7 days a week
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
The web interfaces are designed to be accessible from multiple browsers and devices.
Web chat accessibility testing
Not Applicable.
Onsite support
Onsite support
Support levels
We provide remote support only. For break / fix support we tend to have one standard SLA which is based on: Hours of Cover: Remote 24x7x365 SLA: 2 hours response for P1 faults, 4 hours response for P2 faults. We can also offer variable managed service offerings that include the allocation of a Technical Account Manager and a number of professional services hours per month to make configuration changes as needed.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Documentation (online or PDF) depending on features. Onsite / remote training options. Training is typically 'Train the Trainer' based, to enable additional training to be conducted internally.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
If required, data can be provided to the customer and can be deleted from the platform. This will be based on each individual customer's needs.
End-of-contract process
Where required, data extraction is charged on a time and materials basis and managed by Business Systems (see pricing document). Buyers may request the inclusion of fixed offboarding costs on their Call Off Contracts but will need to specify maximum extraction volumes, media and metadata formats and delivery methods, as audio media typically requires large electronic files.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install
Yes
Compatible operating systems
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
InContact CXone Customer Satisfaction Surveys Contact Centre Solution by Business Systems ensures a consistent experience across devices with a similar look and feel, as well as navigation and functionalities.
Service interface
Yes
Description of service interface
The service interface is based on the configuration and administration of the system. This can be accessed by customers via the browser interface or using the Studio installed application, depending on the nature of the task. Back end services are maintained by Business Systems / NICE inContact and the customer will not have access to these.
Accessibility standards
None or don’t know
Description of accessibility
The web interfaces are designed to be accessible from multiple browsers and devices.
Accessibility testing
Not Applicable.
API
Yes
What users can and can't do using the API
Business Systems and its partner NICE inContact provide an open API platform for businesses to integrate with other telephony systems as well as with business applications and systems of their choice.
API documentation
Yes
API documentation formats
  • PDF
  • Other
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
With inContact CXone Customer Satisfaction Surveys Contact Centre Solution by Business Systems users can fully customise their solution to meet their business processes as well as other needs and goals.

Scaling

Independence of resources
The inContact CXone Customer Satisfaction Surveys Contact Centre Solution by Business Systems has been designed with high availability and geo-redundancy in mind. As a cloud solution, inContact CXone is highly scalable and resilient.

Analytics

Service usage metrics
Yes
Metrics types
InContact CXone Contact Centre Solution by Business Systems provides a full range of metrics that can be used in standard and customer reports or on wallboards. Data can be exported for use in other reporting tool.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Reseller providing extra support
Organisation whose services are being resold
NICE inContact CXone

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Security Clearance (SC)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • European Economic Area (EEA)
  • Other locations
User control over data storage and processing locations
No
Datacentre security standards
Managed by a third party
Penetration testing frequency
At least once a year
Penetration testing approach
‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with another standard
  • Encryption of all physical media
Data sanitisation process
Yes
Data sanitisation type
Explicit overwriting of storage before reallocation
Equipment disposal approach
Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach
Business Systems Contact Centre users are able to export their data from the online portal easily.
Data export formats
CSV
Data import formats
CSV

Data-in-transit protection

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

Availability and resilience

Guaranteed availability
The Contact Centre platform provides 99.99% uptime.
All data is stored and processed in highly secure datacentres.
Approach to resilience
The Contact Centre platform's architecture has multiple levels of redundancy built into it. Typically we run in active / active mode to ensure service failover is as seamless as possible without causing disruption.
Outage reporting
Email Alerts are sent to the authorised contacts for each customer.
There are 3 levels of priority support cases:

- Priority One - Critical or Major impact on business processes and no workaround. Maintainer will provide a response as soon as possible, and a qualified member of its staff will begin to diagnose and correct a Priority 1 case as soon as reasonably possible but in any event, work will commence on the resolution within agreed SLA response times.

- Priority two - Any other problem which is not classified as a priority 1. Maintainer will provide a response as soon as possible, and a qualified member of its staff will begin to diagnose and correct a Priority 2 case as soon as reasonably possible but in any event, work will commence on the resolution within SLA.

- Priority three - Request for information or non-service affecting issue. Maintainer will provide a response as soon as possible.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels
Business Systems has complex password requirements in order to restrict access to its services. If incorrect details are entered, the user's account will be blocked.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

Access to user activity audit information
You control when users can access audit information
How long user audit data is stored for
Between 6 months and 12 months
Access to supplier activity audit information
You control when users can access audit information
How long supplier audit data is stored for
Between 6 months and 12 months
How long system logs are stored for
Between 6 months and 12 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
UKAS
ISO/IEC 27001 accreditation date
06/11/2017
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
Other security certifications
Yes
Any other security certifications
Cyber Essentials Certificate

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
Other
Other security governance standards
European data security regulations
Information security policies and processes
Business Systems's ISO 27001 certification covers the full scope of the business including all systems, operations and personnel. All security incidents posing a threat to the information storage and processing facilities are reported and documented. For each reported incident it is required that a thorough investigation is conducted and remedial action taken leading to a satisfactory closure. All employees and contractors are made aware of what constitutes an information security incident and are familiar with the reporting procedures. It is the responsibility of all employees and subcontractors to report any information security incident or suspicion to the ISO Security Officer and ensure that the incident is duly recorded on the Information Security Incident form. It is the responsibility of the Security Incident Management to take appropriate action to provide a prompt response to the incident and to facilitate normal operation as soon as safely possible. This is overseen by the Board.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
All configuration and change management processes are fully covered by ISO27001 certification and ISMS. All change is approved via a Change Advisory Board where all change requests are assessed via a number of security impact criteria. All changes are pre-configured and tested, with automated deployment to ensure consistency of production releases with pre-production testing.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
A Continuous Systems Improvements team meets monthly to evaluate and mitigate risks and vulnerabilities. There is in addition, subscription to vendor and independent vulnerability forums and newsfeeds. Critical patches are often performed as zero-day fixes, following testing.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
All servers and computers utilise anti-virus and anti-malware protection. Intrusion Detection Systems are also utilised at the network edge. Consolidated logging and alerting are used to ensure notification and rapid response to potential incidents.
Incident management type
Supplier-defined controls
Incident management approach
Incident management processes are in line with ISO 27001 accredited governance procedures. Users can report incidents by telephone and email. System alerts also notify of incidents. Critical outages or other significant incidents are immediately notified by telephone, with non critical incidents initially notified by email. All incidents are reported in document format by email following root cause investigation.

Secure development

Approach to secure software development best practice
Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Connection to public sector networks
No

Pricing

Price
£69.99 to £149.99 per person per month
Discount for educational organisations
No
Free trial available
No

Service documents

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