Nexus Open Systems Ltd

Nexus Anywhere365 Contact Centre

The Nexus Anywhere365 Universal Contact Centre can be fully integrated into Microsoft Teams and Skype for Business, enabling you to manage all your interactions across all your channels, helping to make your organisation more productive whilst providing a seamless customer experience.

Features

  • Route calls dynamically based on skills, numbers, locations etc.
  • Agents management over multiple contact centre locations
  • Calls can be routed based on customer’s choices
  • Timeline and relevant CRM data embedded inside your Skype client
  • Advanced features for Microsoft Skype for Business Clients
  • Web Reception Attendant with Advanced Timeline and Chat
  • End-to-end solution based on Microsoft Teams
  • Web Chat Bot interaction and translation services
  • Integrated hunting methods
  • Call and Chat recording for in/outbound calls and chats

Benefits

  • Fully featured Contact Centre platform
  • Enhancing capabilities of Microsoft Skype for Business
  • Integration into CRM systems
  • Pricing model per server and domain, no per agent
  • Easy Operations and (Change) Management
  • Functional management by end-users
  • Microsoft Gold Partner & Certified Anywhere365 Partner
  • Product evolves alongside Microsoft’s intelligent communication strategy
  • Native to Microsoft Skype for Business
  • Certified for Microsoft for Skype for Business and Teams

Pricing

£1,260 a server a month

  • Education pricing available

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at stuart.wilson@nexusos.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

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

Contact

Nexus Open Systems Ltd Stuart Wilson
Telephone: 01392 205095
Email: stuart.wilson@nexusos.co.uk

Service scope

Software add-on or extension
Yes
What software services is the service an extension to
Native to and extension of Microsoft Skype for Business
Extension to Microsoft Teams
Cloud deployment model
Private cloud
Service constraints
Clients should utilise hardware (e.g. headsets and handsets) that are certified for Microsoft Skype for Business or Microsoft Teams
System requirements
  • Customer must connect its network(s) to ATC platforms
  • Specific ports to be enabled on Firewall
  • Adequate network bandwidth must be made available
  • Windows 7 Operating System and above

User support

Email or online ticketing support
Email or online ticketing
Support response times
Standard SLA is for 2 hours response for Critical issues; 4 hours response for Major issues and 8 hours response for Minor issues.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Web chat
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
WCAG 2.1 A
Web chat accessibility testing
None as yet
Onsite support
Yes, at extra cost
Support levels
Support Levels: Basic - Service Desk Facility; Incident & Problem Management; Dedicated Account Management; Third Party Liaison; Escalation Procedure; Remote Support; Access to Customer Portal. Standard - Service Desk Facility; Incident & Problem Management; Dedicated Account Management; Third Party Liaison; Escalation Procedure; Remote Support; Access to Customer Portal; Service Level Agreement; Remote Monitoring & Alerting. Advanced - Service Desk Facility; Incident & Problem Management; Dedicated Account Management; Third Party Liaison; Escalation Procedure; Remote Support; Access to Customer Portal; Service Level Agreement; Remote Monitoring & Alerting; Annual IT Strategy; Monthly Remote Health Checks; Proactive Monitoring & Alerting; On-site Support. Support cost: Pricing is dependant on customers infrastructure and environment A dedicated Technical Account Manager is assigned to each customer and our Service Desk team includes Cloud Support Engineers.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
We follow a defined process for on-boarding new clients to ensure that they have the assurance of our help, whilst at the same time remain in control of the cloud services which are often at the core of their business. Through the on-boarding process Nexus will complete a detailed assessment of: • Client’s strategic vision • Organisational culture • Current and future objectives • Desire business outcomes • Potential improvements to existing business processes • Project and programme delivery resources • Current governance and programmes. We can provide onsite training to our clients as well as instruction at our own training centre. User documentation is provided by way of client portal guide
Service documentation
No
End-of-contract data extraction
You own your data and retain all rights, title, and interest in the data you store with Anywhere365.
You can download a copy of all of your data at any time and for any reason, without any assistance from workstreampeople or Nexus.
End-of-contract process
There are no additional costs at the end of the contract.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install
No
Designed for use on mobile devices
No
Service interface
Yes
Description of service interface
Application client and web browser
Accessibility standards
WCAG 2.1 A
Accessibility testing
The interface is provided by Workstreampeople and has been extensively tested with assistive technology.
API
No
Customisation available
No

Scaling

Independence of resources
Highly scalable platform, built in a multi tenant model and evolving according to the number of provisioned users and customers. Guaranteed by Service Level Agreement.

Analytics

Service usage metrics
No

Resellers

Supplier type
Reseller providing extra support
Organisation whose services are being resold
Workstreampeople

Staff security

Staff security clearance
Conforms to BS7858:2012
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
  • European Economic Area (EEA)
User control over data storage and processing locations
Yes
Datacentre security standards
Supplier-defined controls
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 CSA CCM v3.0
  • Encryption of all physical media
  • Other
Other data at rest protection approach
The data centres that host our services comply with ISO27001 accreditation, therefore have the industry's security protocols in place to secure data at rest.
Data sanitisation process
Yes
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
You own your data and retain all rights, title, and interest in the data you store within Anywhere365 Contact Centre.
You can download a copy of all of your data at any time and for any reason, without any assistance from workstreampeople or Nexus.
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)
  • 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
99.95% availability.
Approach to resilience
All servers are duplicated and act on an active/active basis using load balancers.
Outage reporting
Email alerts will be issued if there are any outages.

Identity and authentication

User authentication needed
Yes
User authentication
2-factor authentication
Access restrictions in management interfaces and support channels
Nexus manage access to management interfaces and support channels through the use of Named Contacts. Those users who require access to management interfaces and support channels such as the client portal must apply for access through their organisation to the Nexus Service Desk. These user applications are then reviewed and approved or rejected with the individual recorded as a Named Contact for the particular service and appropriate credentials provided.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Username or password

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
User-defined
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
User-defined
How long system logs are stored for
User-defined

Standards and certifications

ISO/IEC 27001 certification
No
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
  • CSA CCM version 3.0
  • ISO/IEC 27001
Information security policies and processes
Nexus hold and maintain an Information Security Policy. We have an Information Security Office (ISO) who is responsible for the development, management and enforcement of the policy across our organisation.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Nexus have a configuration management process for tracking changes in the specification of our services and products, this is managed centrally. Nexus also implement a full change management process for assessing and if appropriate executing any changes to services and products.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
We run vulnerability testing on a monthly basis or following a platform release. Patches are deployed on severity basis.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Our platform is monitored by our dedicated engineers on our Service Desk and through a proactive monitoring system. Any incidents identified are resolved within the agreed Service Level Agreements.
Incident management type
Supplier-defined controls
Incident management approach
All Incident tickets will be recorded in the Nexus Service Desk system under the Incident Management workflow. All new Incident tickets will undergo an initial impact assessment. Nexus will further look to determine the number of users/systems affected and establish the commercial impact to the customer’s environment. We have a knowledge base to be able to check for common events. Users can report incidents by phone, email or through their client portal. Incidents are included in any appropriate service monthly ticket summary reports.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Pricing

Price
£1,260 a server a month
Discount for educational organisations
Yes
Free trial available
No

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at stuart.wilson@nexusos.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.