Business Systems (UK) Ltd

Speech Analytics for Police

Speech Analytics solutions from Business Systems, to manage and analyse multi-channel interactions including audio, email and chat. With 30 years' Speech and Interaction Analytics experience, we offer full consultancy, project management, implementation and support services to deliver best fit Speech Analytics solutions to police forces.

Features

  • Capture 100% of control room interactions
  • Real time monitoring of content, word and sentiment
  • Innovative Speech Analytics user-interface with word cloud navigation
  • Neural phonetic Speech Analytics
  • Easy drag and drop interface
  • Analyse multichannel interactions from one integrated Speech Analytics solution
  • Both audio and screen recording and analysis in real-time
  • Patented, market-leading Speech Analytics technology
  • Speech Analytics know-how and experience in police and public safety
  • Market-leading Speech Analytics solutions e.g. NICE, Nexidia, Vocal

Benefits

  • Improve identification of threat, risk and harm
  • Supervisor visibility of contacts including high risk cases
  • Improved compliance, for example risk assessment questioning
  • Fast Identification of key phrases to highlight risk to operators
  • Speech Analytics find and quantify behaviours to drive positive change
  • Speech Analytics solution optimised for the police market
  • Ingest over 100,000 hours of audio daily
  • Increase efficiency by processing thousands of queries at once
  • Reduce unnecessary control room costs through Speech Analytics

Pricing

£55 to £60 per licence per month

Service documents

G-Cloud 11

348345621014912

Business Systems (UK) Ltd

Julie Kerman

0208 326 8326

contact@businesssystemsuk.com

Service scope

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 Call recording, quality monitoring
Cloud deployment model Private cloud
Service constraints No
System requirements
  • Microsoft SQL Server TDS (port 1433)
  • Microsoft Windows Server 2008 R2 (64-Bit)
  • Microsoft.NET 2.0, 3.5, and 4 Frameworks
  • PostgreSQL v9. x Database Engine

User support

User support
Email or online ticketing support Email or online ticketing
Support response times 98% of support phone calls are answered within 5 seconds by our Customer Service centre. They will log a case and assign the priority of the query or problem. Typically Business Systems provide technical 1st response within 20 minutes for Support related issues. Response times differ outside core business hours due to the automated routing of calls. A 24 hour facility is available where cases can also be logged 24/7 (calls are routed to the Out Of Hours Team; emails would be logged and picked up the first business day).
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 No
Onsite support Onsite support
Support levels Business Systems provides five levels of support (remote access is a pre requisite) including:

1. Platinum - Full support, 2 hour response for P1 faults (24 hours a day, 365 days a year). 4 hour response for P2 faults (9 - 17:30 Mon-Fri, excludes UK bank holidays)

2. Gold - Full support, 2 hour response for P1 faults (08:00 – 20:00 hours a day, 365 days a year) 8 hour response for P2 faults (9 - 17:30 Mon-Fri, excludes UK bank holidays)

3. Silver - 2 hour response for P1 faults (0800-2000 Mon - Fri, includes UK Bank Holidays) 8 hour response for P2 faults (9 - 17:30 Mon-Fri, excludes UK bank holidays)

4. Bronze - Basic on-site support 4 hour response for P1 faults (9 - 17:30 Mon-Fri, excludes UK bank holidays) 8 hour response for P2 faults (9 - 17:30 Mon-Fri, excludes UK bank holidays)

5. Tailored Service Level based on the customer's requirements e.g. custom support hours, on-site support, technical account manager etc.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Training is provided on site and delivered by Business Systems Analytics Consultants. The training is consultative and promotes knowledge transfer through hands on exercises and relevant support. Training is 'Train the Trainer' based, to enable additional training to be conducted internally. Online training is also available.
Go live and post deployment support is also provided as standard and should the customer need additional go-live support, additional days can be provided.
Service documentation Yes
Documentation formats
  • PDF
  • Other
Other documentation formats
  • Online Quizzes
  • Videos
  • In-built Help
End-of-contract data extraction The solution is open in - open out. A data export utility facilitates the export of all data in CSV format. Users with appropriate permissions can export data via the application user interface. In the case of reports, these can additionally be emailed on demand or on a schedule, in line with the customer's exact requirements. Business Systems consultants would work with the customer to agree the most appropriate approach to ensure the data is captured as required.
End-of-contract process Access is terminated and all data securely destroyed.

Using the service

Using the service
Web browser interface Yes
Supported browsers Internet Explorer 10
Application to install Yes
Compatible operating systems
  • MacOS
  • Windows
Designed for use on mobile devices No
Accessibility standards None or don’t know
Description of accessibility Users will access Nexidia Interaction Analytics though a browser (e.g. Internet Explorer 10.0/11.0 (32-Bit) or Google Chrome) to access the system.
Accessibility testing Not Applicable.
API No
Customisation available Yes
Description of customisation Standard installations include configurations which are customer specific. For example, metadata fields. Customisation at the individual user level is minimal with preferences set from a defined list. Professional services provided by Business Systems consultants, can be tailored according to the needs of its customers.

Scaling

Scaling
Independence of resources Each installation of the solution is via its own private cloud and is sized and resourced for the number of users agreed at contract.

Analytics

Analytics
Service usage metrics Yes
Metrics types Business Systems can provide a range of metrics including the number and type of cases logged, SLA's, fixed times/closure summaries etc.
These are tailored to suit the needs of the customer. Within the application, user actions can be audited and reported on. Ingest reports (volume of interactions per day) are also available.
Reporting types
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold Nexidia Interaction Analytics

Staff security

Staff security
Staff security clearance Other security clearance
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 another standard
  • Encryption of all physical media
Data sanitisation process Yes
Data sanitisation type Explicit overwriting of storage before reallocation
Equipment disposal approach In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach Users with appropriate permissions can export data via the application user interface. In the case of reports, these can additionally be emailed on demand or on a schedule. Again, the customer can work with Business Systems consultants to agree the exact data requirements.
Data export formats
  • CSV
  • Other
Other data export formats
  • PDF
  • Excel
  • HTML
  • Text (delimiter chosen by user)
  • Metadata (XML)
  • Phonetic Index File (PAT)
  • Transcript (Text)
  • Media File (native format or transcoded to mp4)
Data import formats Other
Other data import formats
  • Users do not import or upload data.
  • This is managed through the manufacturer's Data Exchange Framework.

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • IPsec or TLS VPN gateway
  • Other
Other protection between networks AES-256 encryption is implemented for data in transit and at rest in the manufacturer's PCI hosted environment using the Vormetric encryption solution (www.vormetric.com).
Data protection within supplier network
  • IPsec or TLS VPN gateway
  • Other
Other protection within supplier network The solution uses encryption throughout the data life cycle. The extractor can use secure network protocols such as SSH, SFTP, or IPSEC for moving files from the recorder to the Interaction Analytics application servers. User access is setup over site-to-site VPN. Also each customer has a dedicated environment and network segment.

Availability and resilience

Availability and resilience
Guaranteed availability Service level agreements (SLA's) are negotiated as part of the contract. Hosted deployments are architected and implemented in line with the required SLA's of the customer.
Approach to resilience The solution can support redundancy in a single datacentre if required. This assumes that the deployment is architected to be resilient by using Microsoft clustering for SQL and windows services, Network Load Balancing for the Web applications, a resilient storage configuration, redundant network connections and grid replica functionality. Maintenance is completed by built-in application processes in addition to scheduled SQL stored procedures included with the application deployment.
Outage reporting In the event of an incident, Business Systems will notify the impacted customer based on the agreed notification process in the contract.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels Within the solution there are:
Privileges (defined by profiles) which determine which functions a user has access to,
Access Rights which determine the objects a user has access to (queries, workflows, sessions etc.), and,
Data Restrictions (metadata driven) which determine the types of data the user can see.
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

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 receive audit information on a regular basis
How long supplier audit data is stored for At least 12 months
How long system logs are stored for User-defined

Standards and certifications

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

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 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

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach To ensure the most secure environment and best practices, the solution is 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.

Several types of change require formal sign off by 1-2 change management committee members including user maintenance (access request), Windows updates, service restarts and re-boot of devices, data destruction and re-do of network architecture, firewall configuration (firewall policy or rule set changes require vulnerability scans for impact analysis).
Vulnerability management type Undisclosed
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 Undisclosed
Protective monitoring approach In line with ISO 27001 accredited governance procedures.

This includes (but is not limited to):
- Site security measures and access points
- Strong passwords and 2 factor authentication for data access
- Full back up of critical data
- Media destruction
- PAN management encryption
Incident management type Undisclosed
Incident management approach A defined escalation and response process is in place to determine the appropriate communication mechanisms, the potential need to notify customers and the timing of these events concerning the hosting of the solution. As for all support queries, these will be logged with Business Systems.

An incident classification determines the priority for handling the incident and scope of the impact. All alerts are responded to within 48 hours of receipt.

Status notifications are provided to the customer.

Secure development

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

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £55 to £60 per licence per month
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Service definition document pdf document: Terms and conditions
Service documents
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