NICE SYSTEMS UK LIMITED

Cloud Customer Experience Platform, Cloud Contact Centre Platform, Omnichannel Routing

Through the ability to capture metadata along with audio files, the application allows customers to query and search that data, then filter it by the various fields. The application provides reporting that can be used to help the businesses understand what is happening in their call center.

Features

  • Filtering data based on business needs.

Benefits

  • Call center reporting

Pricing

£10 to £700 per person per month

Service documents

G-Cloud 10

338903367269827

NICE SYSTEMS UK LIMITED

Stephen Ware

07802313181

gcloud@nice.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints There are not any constraints.
System requirements Windows Server OS

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Response times will be stated within the terms of the agreement.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
Phone support No
Web chat support No
Onsite support No
Support levels Support is provided 24/7 and SLA's will be stated within the terms of the agreement between parties.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started There is onsite training which can be offered at an additional cost. There is also documentation material which is provided.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Data extraction will be stated within the terms of the agreement between the parties.
End-of-contract process At the end on the contract data will be returned to the client and all information is secure wiped from the Nice system's

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Chrome
Application to install Yes
Compatible operating systems Windows
Designed for use on mobile devices No
Accessibility standards None or don’t know
Description of accessibility The application is accessed over a VPN. Systems are not internet facing.
Accessibility testing Interface testing is performed with Windows OS systems.
API No
Customisation available No

Scaling

Scaling
Independence of resources All systems are built to provide maximum use of resources and scalability. Each Hosted customer has a dedicated environment isolated from other customers. The environment is designed to allow users to perform their needed task without affecting other task.

Analytics

Analytics
Service usage metrics Yes
Metrics types Service metrics includes Uptime, Response Times, and Problem Resolution times.
Reporting types
  • Real-time dashboards
  • Regular reports

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Security Clearance (SC)

Asset protection

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 No
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 SSAE-16 / ISAE 3402
  • 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
  • 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 importing and exporting
Data export approach Data exportation will stated within the terms of the contract.
Data export formats
  • CSV
  • Other
Other data export formats
  • Wav files
  • PDF
Data import formats
  • CSV
  • Other
Other data import formats Wav files.

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks IPsec or TLS VPN gateway
Data protection within supplier network Other
Other protection within supplier network All data is stored and processed within the server environment. The data is stored encrypted using AES 256 standard. The servers do not have access to public networks. Nice has deployed an industry standard network based UTM system that is kept up to date on a regular basis. The systems in place provide protection against vulnerabilities, spyware, virus, URL filtering and detects traffic abnormalities within the environment.

Availability and resilience

Availability and resilience
Guaranteed availability All SLA's will be stated within the terms of the contract.
Approach to resilience This can be available on request.
Outage reporting Email alerts are performed.

Identity and authentication

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 restricted by ACL's which limit access to specified subnets and only users within certain job functions will have access.
Access restriction testing frequency At least once a year
Management access authentication Username or password

Audit information for users

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

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 SII-QCD
ISO/IEC 27001 accreditation date 29/03/2018
What the ISO/IEC 27001 doesn’t cover The Internal company domain is not covered by the ISO 27001 certification.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification Yes
Who accredited the PCI DSS certification CompliancePoint
PCI DSS accreditation date 18/07/2017
What the PCI DSS doesn’t cover The Internal company domain is not covered by the PCI DSS certification.
Other security certifications No

Security governance

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 PCI DSS
Information security policies and processes Security policies and processes are based on the PCI DSS standards and are attached.

Operational security

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 Change management processes are covered in section 4.4 of the security policy.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Vulnerability management processes are covered in section 4.6 of the security policy.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Auditing and monitoring processes are covered in section 2.8 of the security policy.
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 See section 4.7 of the security policy for the processes of Incident Response.

Secure development

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

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £10 to £700 per person per month
Discount for educational organisations No
Free trial available No

Documents

Documents
Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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