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Lot 2: Cloud software

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- Lot 2: Cloud software
  - Customer relationship management (CRM)
    - Call centre (1100)
    - Constituent engagement (427)
    - Contact management (1203)
    - CRM system (1504)
    - Customer helpdesk (service desk) (985)
    - Customer service and support (1562)
    - Feedback and reviews management (700)
    - Forms and surveys (1764)
    - Live chat (746)
    - Partner relationship management (PRM) (356)
    - Virtual agents (725)
    - Other CRM services (804)

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Multi cloud support

Cloud deployment model

Public cloud

Private cloud

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Supplier type

Not a reseller

Reseller providing extra features and support

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User support

Email or online ticketing

Phone

Web chat

Onsite support

User support accessibility

WCAG 2.1 AAA

WCAG 2.1 AA or EN 301 549

WCAG 2.1 A

None or don’t know

Service interface accessibility

WCAG 2.1 AAA

WCAG 2.1 AA or EN 301 549

WCAG 2.1 A

None or don’t know

Using the service

Web browser interface

Application to install

Mobile devices

API

Metrics reporting

API access

Real-time dashboards

Regular reports

Reports on request

Connected public sector networks

Public Services Network (PSN)

Police National Network (PNN)

Joint Academic Network (JANET)

Scottish Wide Area Network (SWAN)

Health and Social Care Network (HSCN)

Data protection between buyer and supplier networks

Private network or public sector network

TLS (version 1.2 or above)

IPsec or TLS VPN gateway

Bonded fibre optic connections

Data protection within supplier network

TLS (version 1.2 or above)

IPsec or TLS VPN gateway

Data storage and processing locations

United Kingdom

European Economic Area (EEA)

User authentication

2-factor authentication

Public key authentication (including by TLS client certificate)

Identity federation with existing provider (for example Google Apps)

Limited access network (for example PSN)

Dedicated link (for example VPN)

Username or password

Management access authentication

2-factor authentication

Public key authentication (including by TLS client certificate)

Identity federation with existing provider (for example Google Apps)

Limited access network (for example PSN)

Dedicated link (for example VPN)

Username or password

Security certification

ISO/IEC 27001 (service security)

ISO 28000:2007 (supply chain security)

CSA STAR (service security)

PCI DSS (payment card security)

Cyber essentials

Cyber essentials plus

Security governance standards

CSA CCM version 3.0

ISO/IEC 27001

Datacentre security standard

Complies with a recognised standard (for example CSA CCM version 3.0)

Staff security clearance

Conforms to BS7858:2019

Minimum government security clearance

Developed Vetting (DV)

Security Clearance (SC)

Baseline Personnel Security Standard (BPSS)

Pricing options

Discount for educational organisations

Free trial

1562 results found

1562 results found in Lot 2: Cloud software in the category Customer service and support

Malcolm!

ACKNOWLEDGEMENT LIMITED

Use Malcolm! to create an online self-service system that you can use with your own customers, staff, stakeholders etc
- Cloud software
- G-Cloud 14
NICE Nexidia by SVL

SVL BUSINESS SOLUTIONS LIMITED

NICE Nexidia Interaction Analytics is AI-powered omnichannel analytics that identify trends and root causes across 100% of interactions. Whether it’s voice, text, or digital conversation, NICE Nexidia Interaction Analytics is designed to analyse, measure, and uncover insights to drive improvements to CX. Make next-gen insights easy with analytics everywhere.
- Cloud software
- G-Cloud 14

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