CINOS LIMITED

Omnichannel Contact Centre

Revolutionise customer service with Webex Contact Centre, Liberty Converse, and Teleware. These AI-powered, omnichannel solutions deliver seamless engagement across voice, chat, email, SMS, and social channels. From advanced analytics and workforce optimisation to Microsoft Teams integration, they provide flexible, scalable platforms for exceptional customer experiences and operational efficiency.

Features

• Omnichannel communication support for seamless customer interactions.
• Advanced call routing and queuing capabilities for efficient handling.
• Integrated workforce optimisation features, including call recording and quality management.
• Workforce management tools for scheduling and resource allocation.
• Workforce management tools for scheduling and resource allocation.
• Customisable wallboards and reporting dashboards for real-time insights.
• Communications Platform as a Service (CPaaS) for enhanced digital engagement.
• AI-driven chatbots and virtual assistants for automated customer support.
• Scalable architecture to accommodate growing contact center needs.
• Compliance with industry regulations and security standards for data protection.

Benefits

• Improved citizen engagement with omnichannel communication capabilities.
• Enhanced customer service through efficient call routing and queuing.
• Compliance with data protection regulations for secure citizen interactions.
• Increased efficiency and effectiveness with workforce optimisation features.
• Enhanced workforce productivity through streamlined scheduling and resource management.
• Real-time insights for informed decision-making and performance improvement.
• Customisable reporting dashboards for tailored analysis and reporting.
• Seamless integration with existing CPaaS and digital engagement solutions.
• Scalable solutions to meet evolving needs
• Reduce SMS costs through digital-first chat and social engagement

• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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 bids@cinos.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

551197998236313

Contact

Jody Faulkner
07869370406
bids@cinos.co.uk

About your service

• Service categories:

  Applications

  Customer relationship management

  • Customer service
  • Contact centre
• Multi cloud support: Yes

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: The Contact Center service can be considered an add-on, or supporting service to, Cisco Webex Calling or Cisco Unified Communications Manager. ; Microsoft Teams Direct Routing; Cinos Cloud UC/Telephony; Existing/third party calling platforms; CRM systems such as Salesforce
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: API integration to existing Line of Business systems is dependent on engagement with the incumbent provider of that system.; The service is subject to planned maintenance which will be notified in advance.
• System requirements:
  • Relevant available API's available in system to integrate with
  • Sufficient bandwidth availability for Cloud Services
  • Firewall considerations for cloud traffic
  • Endpoint running Windows 10,Mac OS X, Chromebook
  • Compatible web browser
  • Internet connectivity
  • Suitably specified PC/laptop for agents

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: P1 - 15 mins; P2 - 30 mins; P3 & P4 - 4 hours; P5 - N/A
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: We offer varied Service Level Agreements based on deployment model: ; ; • The Service Level Agreement (SLA) for Standard Private or Community Cloud is 99.9% ; • The Service Level Agreement (SLA) for Cloud HA Private or Community Cloud is 99.99% ; • The Service Level Agreement (SLA) for Hybrid Cloud is 99.99%. ; ; There is no cost implication for the differing support levels; the support level is derived from the deployment model chosen.; ; We provide a named Technical Account Manager for all of our customers, providing a point of escalation, a named contact for service queries and technical update / roadmap workshop sessions.; ; Webex Contact Center includes basic support from the vendor as part of the software subscription. Enhanced and Premium support is available for an extra cost.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: In order to fully understand your business objectives and produce an appropriate design to fully meet requirements, we offer a number of workshops to gain a comprehensive understanding of your organisation. This information, combined with detailed benefits analysis enables Cinos to provide the perfect solution to meet your business need.; ; While we have industrialised and standardised our approach as far as possible, we appreciate that each of our customers and their requirements are unique. Our typical on-boarding process follows a closely aligned PRINCE2 methodology which incorporates the following key stages:; ; • Initiate and Assess; ; • Plan and Design; ; • Procure; ; • Implement; ; • Prepare; ; • Handover and Transition; ; • Benefits Realisation
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: In the event you wish to leave our service, we will meet all necessary obligations in order to enable a smooth transition of service, including the release of any software licenses to you.; Service cessation should be initiated by request in writing, where we will be happy to work with you define a service cessation plan.
• End-of-contract process: In the event you wish to leave our service, we will meet all necessary obligations in order to enable a smooth transition of service, including the release of any software licenses to you.; ; Service cessation should be initiated by request in writing, where we will be happy to work with you define a service cessation plan.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Our onboarding and offboarding documentation is stored in a centralised digital platform accessible via our company intranet. It is available 24/7 to all Buyers provided with secure login credentials. The documents are provided in PDF and HTML formats, optimised for mobile and desktop use, and are fully searchable. Additionally, we maintain version control to ensure Buyers always have the latest information.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • IOS
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: None
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: The solution is a web-based Agent and Supervisor Desktop client, and users are not required to install any application software to operate the solution. Upon login, users enter the phone number at which they are to be reached to receive inbound voice interactions. This is available to run within Webex or MS Teams applications as a tabbed application.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Cinos will carry out interface testing based on the customer requirement as these solutions will often involve custom integration with business applications for day-to-day use.; As a browser-based interface, third-party tools deployed on the users desktop or browser can be used to support user accessibility, for example, increased font size. The user interface also provides a high contrast theme and keyboard shortcuts. This enables support for WCAG 2.2 AA standards
• API: Yes
• What users can and can't do using the API: Open APIs allow for customisation of AI, data, media and desktop capabilities for ultimate flexibility. The Contact Centers offer REST APIs for reporting, contact data, integration with CRM applications (there are built-in connectors for common CRMs such as SFDC, Dynamics), WFM integration and third-party systems. The Contact Center API gateway covers Agents (embed third-party gadgets and customise the agent desktop), Data (retrieve tasks, agent activities, queue details and reporting statistics), UI/Platform (customise notifications and shortcuts), Media (retrieve media captures for a specific interaction e.g. voice/email/chat), AI (real-time speech-to-text transcription.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • PDF
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The service is designed to be customisable. The service essentially provides a common omnichannel platform upon which customers can build their customer contact strategy. This can be customisation of the communications channels which you offer to customers (e.g. begin with voice and email, with a view to later expand to digital channels). This can also mean customisation of the customer experience, e.g. the call flows and journey the customer takes when they make contact. This can also mean customisation of the agent experience, from layout of the agent/supervisor dashboard to fully integrated business applications to launch customer records or allow agents to initiate contact from within CRM. Further customisation is possible in terms of add-on services such as Compliance recording, Quality Management and Workforce Management. The supporting service from Cinos can also be customised to suit the needs of the customer.

Scaling

• Independence of resources: The Contact Center is a fully cloud-based solution and as such can leverage cloud infrastructure to easily scale with your business. Customers can now scale up to 8,000 agents per tenant with unlimited tenants per system, meeting the needs of mid to large size contact centers in the cloud. Improved capacity allows customers to flexibly scale up and down as their business demands, while optimising resources and overall performance.

Analytics

• Service usage metrics: Yes
• Metrics types: The platform provides a range of system real time and historical reports including:; Real-Time Dashboards - Real-time graphical display of key metrics including service performance, queue data and agent information. Dashboards are configurable and shared with users by name, role or Agent Group.; Supervisor Reports - Historical reports covering all metrics of the contact centre. Displayed graphically and tailored by a range of filters, including date and time. Tailored reports can be saved for instant retrieval.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Cisco, Netcall, Teleware, Eleveo

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Developed Vetting (DV)

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 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: NCSC approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
  • Other
• Other data at rest protection approach: Webex - Customers are encouraged to protect their own data using encryption technologies where only they have the decryption key. In this way, our customers are assured that their data can never be accessed by a third party.
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Authorised users may export end user and configuration data from the service administrative interface. Exported data is typically downloaded as .CSV
• Data export formats: CSV
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Wav
  • SCIM

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
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection within supplier network: Data is encrypted in transit and at rest. Static data is securely protected behind a series of firewalls/access control lists plus anti-virus and native monitoring tools.

Availability and resilience

• Guaranteed availability: Target availability of Webex Contact Center is 99.99%; Target availability of UCCX is 99.999%; Liberty Converse CX has an agreed Service Availability Target of 99.9%. ; Teleware target availability is 99.9%
• Approach to resilience: The solution is built using a microservices architecture split across georedundant datacentres. The microservices architecture also provides virtually unlimited scalability across thousands of servers across multiple, geographically diverse data centres.; ; Instead of using several tightly coupled components, the solution divides its functionality into services, each of which handles a given type of request. Each service uses Elastic Load Balancers (ELBs) to distribute work; each grouping contains multiple servers, which dynamically scale based on load. We continuously monitor service-level traffic and optimise the microservices based on usage levels and types of requests.
• Outage reporting: Webex; As a public cloud service, The Contact Center provides a web-based dashboard and the ability to enable email alerts to any service issues/outages.; From a Cinos service perspective all outages will be reported via email. Outages are identified as Planned maintenance, Emergency maintenance, and platform issues. In addition, the designated Technical Account Manager will proactively contact customers as appropriate.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Other user authentication: SAML SSO
• Access restrictions in management interfaces and support channels: For online systems (e.g. Customer Portal & API interfaces), all users are required to have a unique username, password and memorable word combination. Role-based access is provided to interfaces ensuring people only have access to the features/information they are required to.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • 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: Between 1 month and 6 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: Between 1 month and 6 months
• How long system logs are stored for: Between 1 month and 6 months

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: Cinos is also accredited to the NHS DSP Toolkit and CyberEssentials+
• Information security policies and processes: The Company is governed by an integrated suite of information security policies. Under the top-level Information Security Policy itself are second-level documents with specific focus on Acceptable Use, Antivirus Protection, Asset Management, Business Continuity Management, Data Protection, Password Management, Personnel Management, Supply Chain Management and many others.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: Cinos has documented configuration and change management policies and processes, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 standard.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Cinos has a documented vulnerability management policy and process, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 and ISO27001 standards. Where technically possible, real-time updates and status reports are identified and sourced from credible vendor sources, which cover a significant proportion of our asset population. For other systems and software, assigned personnel have responsibility for regularly reviewing technical forums and specialist groups to promptly identify and evaluate any emerging patches or updates which require our attention.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Cinos has continuous monitoring, validation, and alerting mechanisms in place for our contact centre platforms.; ; Continuous Monitoring & Alerting - Internal and External Probes for Services and Infrastructure components, which on failure trigger alerts. Metrics captured from services and infrastructure components and processed through a rule engine which detects matching rules and trigger alerts.; ; Continuous Validation & Alerting - Periodic Tests are run and any failures results in triggering alerts. These alerts create proactive incidents and are handled as a real incident that impacts customer. This pre-empts impacts to customer and contributes towards system availability and reliability.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: Cinos has a documented incident management policy and process, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 and ISO27001 standards. This activity is responsible for the progression of alerts generated by automated monitoring systems, issues identified by personnel, and incidents identified and reported. All incidents are promptly reported into a central ticketing system, which ensures that each is promptly assigned to an appropriate resource, and its progress tracked (and escalated, as required) to resolution.
• Post-quantum cryptography secure: No

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 v4.0)

Public sector networks

• Connection to public sector networks: Yes
• Connected networks:
  • Joint Academic Network (JANET)
  • Health and Social Care Network (HSCN)

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Webex: Customers can have a full trial of Webex Contact Center. Costs may apply to AI/Chatbot, digital channel usage, and PSTN calling (subject to fair usage policy). Trials can last for 30, 60, or 90 days. If you need more time, you may extend the trial.

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Bmtrada
• ISO/IEC 27001 accreditation date: Monday 3 March 2025
• What the ISO/IEC 27001 doesn’t cover: Clause 14.2.8 - Secure Systems ; Justification for Exclusions: Cinos does not develop secure systems.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Bmtrada
• ISO 9001 accreditation date: Monday 27 March 2023
• What the ISO 9001 doesn’t cover: The integrated management system complies with all applicable requirements contained in ISO 9001, and there are no requirements not covered.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber Essentials Alternative: None of the criteria
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: Beb3bb33-9615-41da-a9ae-ffa5c5a03d50
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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 bids@cinos.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.