Business Systems (UK) Ltd

OPEX Hosting Cloud Call Recording

Cloud Call Recording from Business Systems specialises in delivering hosted telephony applications and contact centre solutions.

With 30 years' worth of experience, we are the UK's leading providers in Call Recording solutions offering consultation, implementation and support.

Features

  • Inbound/outbound calls recorded from any telephone: landline, mobile and VoIP
  • Reporting tool & wallboard functionality: real-time accurate view of operation
  • Intelligent cloud call routing
  • Call storage and archiving options to suit your specific requirements

Benefits

  • ‘Pay-As-You-Go’ cloud call recording: additional phones recorded as needs dictate
  • No specific hardware requirements, scales quickly without capital expenditure
  • Supports pilots,  homeworking initiatives, one-off and disaster recovery projects
  • Support: dedicated team of cloud call recording specialists available 24/7

Pricing

£30 per person

Service documents

Framework

G-Cloud 11

Service ID

4 5 1 1 0 3 0 4 3 3 4 6 0 0 8

Contact

Business Systems (UK) Ltd

Julie Kerman

0208 326 8326

contact@businesssystemsuk.com

Service scope

Software add-on or extension
No
Cloud deployment model
Private cloud
Service constraints
There are no service constraints to report.
System requirements
  • Internet Connection
  • Browser

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

Getting started
Users begin using our service and become familiar with the technology through on-premise or webex training.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
Business Systems provide professional services to extract data.
End-of-contract process
Account and associated log-ins are disabled. Data is extracted to client server or encrypted flash drive.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install
No
Designed for use on mobile devices
No
Service interface
Yes
Description of service interface
The service interface is user friendly and intuative. The desktop service is used by agents to log into the platform and make themselves available for customer calls, Team Leaders log in to see realtime views of their Team including wallboards and management information. A web based Portal is then used to replay or download recordings, manage call flows and run reports.
Accessibility standards
None or don’t know
Description of accessibility
None.
Accessibility testing
Not Applicable.
API
No
Customisation available
No

Scaling

Independence of resources
Each tenant is provisioned with resource allocation and cannot consume more than is configured.

Analytics

Service usage metrics
Yes
Metrics types
Some examples include Call Voulmes, Call Durations, Calls answered within SLA and a huge range of other service metrics. The service metrics are provided through reports, wallboards and dashboards.
Reporting types
  • Real-time dashboards
  • Regular reports

Resellers

Supplier type
Not a reseller

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
United Kingdom
User control over data storage and processing locations
No
Datacentre security standards
Supplier-defined controls
Penetration testing frequency
At least once a year
Penetration testing approach
In-house
Protecting data at rest
  • Physical access control, complying with another standard
  • Encryption of all physical media
Data sanitisation process
Yes
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
In-house destruction process

Data importing and exporting

Data export approach
Recordings are downloadable in MP3 Format, Reports are provided in CSV Format.
Data export formats
  • CSV
  • Other
Other data export formats
MP3
Data import formats
Other
Other data import formats
We do not import data

Data-in-transit protection

Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
99.741% Tier 2 Data Centre.
Approach to resilience
The system is architected to have multiple nodes with diverse connectivity routes.
Outage reporting
Email Alerts.

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
Users are assigned permissions specific to their role.

Service administration requires VPN access and a separate set of credentials with associated permissions (multi-factor authentication)
Access restriction testing frequency
At least once a year
Management access authentication
Username or password

Audit information for users

Access to user activity audit information
No audit information available
Access to supplier activity audit information
No audit information available
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
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

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

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
To ensure the confidentiality, integrity and availability of the customer’s data Business Systems will apply proper security controls within all information processing centers. 4.1. Business Systems have a formal change management process. Business Systems separates environments for development, testing and production. Business Systems have controls in place to back up the customer’s data. Backup and restore procedures are included in Business Systems Disaster and Recovery Plan (DRP).
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
We patch monthly, and where significant threats arise we patch immediately under change control.

We receive information from NCSC, our AV/Security vendors and IT vendors which is assessed monthly within our ISO27001
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
In line with ISO 27001 accredited governance procedures.
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
In line with ISO 27001 accredited governance procedures.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Pricing

Price
£30 per person
Discount for educational organisations
No
Free trial available
No

Service documents

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