CINOS LIMITED

Webex Connect Communications Platform as a Service (CPaaS)

Adopt digital-first engagement with our Communications Platform as a Service (CPaaS) solution. Seamlessly integrate communication channels, SMS, voice, digital and video into your applications. Empowers public sector organisations with scalable, secure, and API-driven digital engagement tools. Enhance citizen experience and streamline operations with Enterprise-class orchestration of your communications.

Features

• Support for 16+ channels including SMS, WhatsApp, voice, and social-media
• No-code/low-code drag-and-drop flow builder for rapid automation
• AI-powered conversational bots with NLP and NLU for intelligent responses
• Deep integrations with backend systems like CRM, EHR, Contact Centre
• Fully managed implementation and migration support by Cinos
• Proactive automated notifications and two-way messaging to reduce Did-Not-Attend
• Enterprise-grade security with GDPR compliance, end-to-end encryption
• Real-time analytics and dashboards for monitoring
• Scalable cloud platform with high availability
• Seamless escalation to live agents Contact Centers

Benefits

• Reduces no-show rates through automated, two-way appointment reminders
• Achieves significant cost savings by moving communications from traditional voice/SMS
• Enables fast creation and deployment of omni-channel customer journeys
• Provides fully managed, UK-based implementation and support from Cinos
• Boosts customer engagement with personalised, proactive notifications
• Ensures full compliance with GDPR and enterprise security standards
• Integrates seamlessly with existing CRM, backend systems, and Contact Centre
• Delivers real-time analytics and actionable insights to measure engagement
• Scales automatically in the cloud to handle peak demand.
• Supports seamless escalation from automated bots to live agents

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

918109283005263

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: Unified Communications services such as Cinos Cloud UC, Webex Calling, Contact Centre Services such as Cinos Cloud Omnichannel Contact Centres or Webex Contact Center, Existing customer engagement services, SMS services.
• Cloud deployment model: Public cloud
• Service constraints: Key constraints buyers should note: channel availability varies by region and regulatory approvals (e.g., WhatsApp/RCS delays); restricted in sanctioned countries; sandbox limits full channel testing; usage-based pricing risks overages; complex custom integrations may need developer/partner expertise; occasional performance glitches reported; enterprise-focused with higher setup costs; brand/campaign approvals required for messaging channels; optimal features tied to Cisco ecosystem; and potential delays in support for certain actions. These are typical for secure, compliant enterprise platforms
• System requirements:
  • Relevant available API's available in system to integrate with
  • Sufficient bandwidth availability for Cloud Services
  • Registrations and setup of digital channels - Facebook, WhatsApp etc.

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: Our response times are based upon priority of the incident:; ; 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 provide our clients with 24/7 telephone and email support provided by our Support Desk. Training and onsite project support can be provided if and when required.; ; 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
• 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
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: All functionality is still available, with lay out different to support device variance.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Data can be transferred via a range of secure APIs, Webhooks, or as a fat file transferred via sFTP. A web-based interface provides user s with reporting tools for monitoring activity. For builders we provide a secure web-accessed flow builder.
• Accessibility standards: None or don’t know
• Description of accessibility: Webex CPaaS meets:; WCAG 2.0 Level A; WCAG 2.0 Level AA
• Accessibility testing: All public facing web tools are supported through the use of browser embedded technologies, enabling translation, reading tools and audio Accessibility testing
• API: Yes
• What users can and can't do using the API: They can connect to the service
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: In line with data held and client specified requirements. Hierarchy, templates, placeholders and modes of communication. Service configuration and engagement based upon demographic rules. All provided as a managed service. Changes will be made via the Service Desk.

Scaling

• Independence of resources: The service will allocate a fixed capacity that is agreed with each Buyer. Allocation is controlled automatically by the service platform to guarantee that users aren't affected by the demand other users are placing on the service.

Analytics

• Service usage metrics: Yes
• Metrics types: Webex Connect offers access to Dashboard and reports, which contain aggregate data across all services, assets, and channels. The following types of reports can be generated. Summary of incoming and outgoing messages across all channels and services; Service-wise reports; App-wise reports; Number-wise reports; Workflow-wise reports. The following data is available for each channel: Requests; Messages submitted; Messages Rejected; Messages delivered; Messages read; Messages failed. Customised reports can also be provided.
• Reporting types:
  • Real-time dashboards
  • Regular reports
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

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

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
  • European Economic Area (EEA)
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• 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
  • Scale, obfuscating techniques, or data storage sharding
  • Other
• Other data at rest protection approach: Webex Connect is hosted in AWS cloud and supports multi-tenancy. The data of each customer is virtually segregated based on the client id. The data at rest is encrypted and encryption keys are stored separately, and only authorized users will have access to the keys. - All confidential data are encrypted using strong encryption algorithms such as AES 256 - All customer transaction data is encrypted using encryption keys - The encryption key is generated at the client level and are rotated at frequent intervals - Regular backups of all transaction data and logs done using cloud storage are encrypted.
• 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

Data importing and exporting

• Data export approach: Webex Connect has functionality within the UI that allows users to export transactional data for an agreed period. Any additional requirements should be raised with your Customer Success Manager.
• Data export formats:
  • CSV
  • Other
• Other data export formats: Txt
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • REST API
  • Fhir
  • Txt

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: Cisco guarantee a service availability of 99.95% with our historical performance exceeding this guarantee. As such no service credit or refund process has been necessary or is offered.
• Approach to resilience: The service is deployed over two availability zones (AZ). Each of the AZs can work independently and with full capacity. However, to support High Availability (HA), both the AZs work in Hybrid mode. Therefore, in the case of a failure the service traffic would still be processed. All components are designed with N+1 redundancy (Database with N+N redundancy- master-master or master-slave configuration; storage with 1+1 redundancy). The service is deployed in active-active mode across two availability zones, so deployment on one zone acts as a disaster recovery for the deployment on the other zone. Proactive monitoring is achieved with traps and alerts setup in various modules not just within applications but also Cisco gateways, application servers, databases and our middleware. Alerts are automatically sent to the Cisco NOC which is available 24x7. Technical support looks into these alerts to mitigate issues at an early stage. Cisco also monitor system capacity and analyse traffic to identify any anomalies and identify potential issues.
• Outage reporting: Cisco proactively monitor the service with traps and alerts setup in various modules not just within applications but also Cisco gateways, application servers, databases and our middleware. Alerts are automatically sent to the Cisco NOC which is available 24x7. Technical support looks into these alerts to mitigate issues at an early stage. Cisco also monitor system capacity and analyse traffic to identify any anomalies and identify potential issues. Support tickets are created in the Cisco ticketing tool (ServiceNow) with service affecting issues reported to users via email.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Every user has a unique username and password that they need to enter to login and access the service. We also support integration with Single Sign on (SSO) over SAML. Each user is configured with a set of permissions that restrict access to management information and support channels as required.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: Username or password

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: You control when users can access audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 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: Cyber Essentials Plus, NHS Data Security and Protection Toolkit
• Information security policies and processes: Cinos and Cisco are registered with the UK Data Protection/Information Commission registrar and compliant to GDPR regulation. Cisco have worked to ISO 27001 standards since accreditation in 2001 and relevant NHS Information Governance Toolkit ( Data Security and Protection Toolkit) requirements and NHS Cyber Essentials. Cinos operate a comprehensive IMS (Information Management System) to ensure that all customer data is protected by strong controls against unauthorised access, theft, interception or compromise. This system is implemented as part of ISO/IEC 27001:2022 processes and operated in-line with PCI-DSS requirements and UK data protection requirements. Cisco confirm that they will comply with Local and other territorial legislation and regulatory controls as required. Cisco understand the risks of storing and processing data in territories with extra-territorial reach (such as the US Patriot Act) and take all measures to ensure the security, availability and integrity of all customer data. Clear controls, roles and responsibilities are defined with respect to storage, processing, encryption and transmission of customer data.
• 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: Changes are implemented only after review and authorisation from relevant team members. Assessment is made for security and performance impacts. Cisco provide services to clients with scheduled quarterly upgrade cycles. All upgrades go through a defined change management process including a Change Advisory Board (CAB) that comprises technical and business stakeholders. The CAB assesses proposed changes to the service platform which includes the impact on service availability, performance and security. The lifetime tracking of changes to the components of the service is managed and documented within the Cisco ISO9001 accredited process.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Cisco vulnerability management process assesses potential threats to the service based the following test schedule: monthly internal vulnerability scans, quarterly internal penetration tests and annual external penetration tests carried out by certified third party. Identified threats are impact assessed and prioritised based on severity with patches applied appropriately which could be immediately for severe threats. Information about potential threats comes directly from Cisco testing activity, from Cisco customers and suppliers and the Cisco security team who are trained and supported by SANS Cyber Security.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Cisco identify potential compromises using high industry standards such as ASVS and CIS. Cisco utilise a continuous monitoring and analysing Security Operations Centre (SOC) team. Along with this Cisco regularly orchestrate up to date CREST approved penetrations tests and run regular vulnerability scans across our platforms to ensure they have no known exploitable areas. Cisco have a defined incident management process compliant with ISO 27001 requirements. Responsibilities and procedures are in place to handle information security events and weaknesses effectively once they have been reported. Logs and security events are monitored and acted upon by a 24 hour SOC team.
• 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: Cisco identify potential compromises using high industry standards such as ASVS and CIS. Cisco utilise a continuous monitoring and analysing Security Operations Centre (SOC) team. Along with this Cisco regularly orchestrate up-to-date CREST approved penetrations tests and run regular vulnerability scans across our platforms to ensure they have no known exploitable areas. Cisco have a defined incident management process compliant with ISO 27001 requirements. Responsibilities and procedures are in place to handle information security events and weaknesses effectively once they have been reported. Logs and security events are monitored and acted upon by the 24 hour SOC team.
• 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: No

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.