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

G-Cloud 11

451103043346008

Business Systems (UK) Ltd

Julie Kerman

0208 326 8326

contact@businesssystemsuk.com

Service scope

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

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 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

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

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

Analytics

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

Resellers
Supplier type Not a reseller

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 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 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-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

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

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

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

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

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 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

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £30 per person
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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