GCI Network Solutions Ltd

Cisco Webex Contact Centre by Nasstar

Webex Contact Center offers a next-generation omnichannel cloud platform for customer interactions. AI-powered virtual agents make it simple for customers to communicate while providing options for fast and easy 24/7 self-service, with seamless transition to live agents. This secure, scalable solution minimises upfront costs while driving innovation and flexibility.

Features

• Out-the-box ready platform, yet fully customisable.
• Unified agent desktop with complete customer interaction history.
• Omni-channel digital-first experiences via text, social, chat, email, and voice.
• Open API accessibility and integration with CRMs and other applications.
• Messaging, meetings, and calling tools for collaborating on customer engagements.
• Workforce Optimisation Suite, Call Recording with Analytics.
• Self-service IVR, Chat, AI, Bots, Web callback.
• Web-based administration, self-service to manage agents and call flows.
• Follow-up surveys via text, email, or IVR.
• Purpose-built AI anticipating customer needs, empowering agents, delivering business results.

Benefits

• Meet complex security requirements with security built in.
• Smart, proactive, and personalised customer experiences.
• Collect valuable customer feedback with experience management post-interaction surveys.
• AI assisted context driven agents.
• Complete collaboration portfolio from a single, security-focused market leader.
• Easily integrate with existing cloud/premise assets for investment protection.
• Business users can quickly manage operations, freeing up IT resources.
• Simple, engaging customer interactions across multiple touchpoints.
• Open architecture providing flexibility using new technologies.
• Easily transition agents from on-site to remote or home locations.

£80.00 a user a month

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 tenders@nasstar.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

110333665734709

Contact

Mike Ayres
03450030000
tenders@nasstar.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: None.
• System requirements:
  • Microsoft Windows 10 - Chrome V76, Firefox ESR68, Edge V42
  • Mac OSX, Chrome V76, Firefox ESR68
  • Chromebook-Chromium V73, Chrome V76

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: 15 minute response time
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Customers can optimise their Webex Contact Centre experience with Nasstar's comprehensive support.; ; • Deep Implementation Knowledge: Access highly skilled engineers who understand your specific Webex Contact Centre setup, integrations, and configuration. This personalised approach is crucial for complex deployments involving multiple technologies. Cisco Vendor support is provided as a 4th line of support accessed through Nasstar.; • Multi-Tiered Support Options: Nasstar offers a 24/7/365 core support service as the foundation. This can be enhanced with additional options like change support via service credits, on-site consultancy, and more frequent service reviews.; • Dedicated Account Management: A dedicated Account Manager and Service Delivery Manager ensure a smooth and responsive support experience.; • Continuous Optimisation: In collaboration with Cisco, Nasstar conducts regular update, innovation, and roadmap sessions to maximise platform benefits and user adoption.; ; This comprehensive approach ensures customers receive the ongoing support needed to optimise their Webex Contact Centre experience and achieve maximum value.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Customers can expect a smooth onboarding experience with a dedicated success team that tailors documentation to their specific needs. This includes user communication plans, training materials, and quick start guides. Regular check-ins ensure performance is on track, with comprehensive reports provided.; ; Training is prioritised to maximise user adoption from the outset. This may include introductory sessions, success planning meetings, and quarterly reviews. Additional, customised training packages are available.; ; Cisco also offer comprehensive online resources, including user guides, videos, and other content for customers to consume at their own pace.; ; Overall, this collaborative approach ensures a seamless transition and ongoing support to empower users and maximise the value of the solution.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Upon contract termination, a comprehensive off-boarding process guarantees data security and regulatory compliance. User access is revoked, and all data is securely erased to ensure operational efficiency. Customers retain access to reports through the management portal until the official contract end date. To facilitate data preservation, they receive timely notifications and clear guidance on extracting necessary reports prior to termination. Additionally, customers have the flexibility to access, retrieve, and download authorised data before the contract expires, allowing them to retain this information for offline use after the agreement concludes. This comprehensive approach ensures a smooth transition and protects both data security and customer needs.
• End-of-contract process: In recognition of evolving business needs, customers are offered the opportunity to extend their contract term prior to its expiration. To facilitate a smooth renewal process, we kindly request that customers communicate their intent to extend the service and/or contract options at least 60 days before the scheduled termination date.; ; For customers who choose not to renew, a 30-day cancellation notice is required at the end of the contract term. Should the contract reach its natural conclusion without a prior renewal request, Nasstar will initiate our standard offboarding process, as outlined within the contract agreement. This process ensures the secure and compliant deletion of all customer data following the official contract expiration.; ; This structured approach guarantees a seamless transition for both renewing and departing customers, while prioritising data security and adhering to contractual obligations.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Cisco Webex Control Hub offers a holistic view of all your Cisco Webex services. Manage your services and users, provision devices, view detailed analytics and reporting, and configure security and compliance policies. All of this can help keep data safe and meet regulatory needs.
• Accessibility standards: None or don’t know
• Description of accessibility: Cisco provide the following product accessibility template (PAT) that is product tested against Windows 10 using JAWS screen reader. The PAT covers a number of accessibility options for the solution;; https://www.cisco.com/c/dam/en_us/about/responsibility/accessibility/downloads/vpats/VPAT_Cisco_Webex_Contact_Center_v2-0.pdf.
• Accessibility testing: N/A
• API: Yes
• What users can and can't do using the API: The Webex Contact Center open platform and APIs enable you to access the Webex Contact Center platform programmatically to customise, fine tune and build complimenting integrations. Developers can build, enhance, and customise their Customer Experience solution with the rich set of APIs, that includes Contact Centre, AI, Journey, Orchestration and Experience Management. Getting started with the APIs is easy. Cisco provide detailed API reference docs as well as the Try Out functionality which help to familiarise users with the APIs and get started quickly. All Webex APIs are documented on developer.webex.com, with specific contact centre related API at developer.webex-cx.com.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Webex Contact Center offers several customisation options to tailor the experience for agents and customers.; Agent Desktop:; • Header Widgets: Add custom tools and information directly within the agent workspace for quick access.; • Navigation (Custom Pages): Create structured layouts with specific functionalities and information relevant to different agent roles.; • Persistent Widgets: Pin frequently used applications to the agent desktop for easy reference.; Call Routing and Workflows:; • Skills-Based Routing: Direct incoming calls to agents based on expertise and availability.; • Interactive Voice Response (IVR): Create custom menus with voice prompts to guide callers to the most appropriate agent or self-service options.; Customer Interaction Channels:; • Integrations: Integrate Webex Contact Center with existing CRM, email, and social media platforms for a unified view of customer interactions.; • Chatbots: Develop or deploy pre-built chatbots to handle routine inquiries and offer 24/7 self-service options.; • Email Routing: Set up automated workflows for routing and handling inbound emails based on specific criteria.; Reporting and Analytics:; • Customisable Reports: Generate reports tailored to your specific needs, tracking agent performance, call trends, and customer satisfaction metrics.; • Real-time Dashboards: Monitor key performance indicators (KPIs) in real-time to gain insights into contact centre operations.

Scaling

• Independence of resources: The platform boasts a robust and scalable architecture, specifically designed to meet the demanding needs of large organisations. This enterprise-grade solution leverages Webex's globally recognised infrastructure, renowned for its world-class security, scalability, and reliability.

Analytics

• Service usage metrics: Yes
• Metrics types: WxCC provides standard out-of-the-box and fully customisable real-time and historical metrics through its built-in web-based Analyzer tool, mining real-time and historical data from multiple data sources and systems to generate specific business views of the data.; ; WxCC Analyzer provides metrics displayed in a number of formats, including traditional tabular layouts, graphs and charts, through to visualisations that can be tied in to business performance indicators providing detailed stats or visual trends, in a single consolidated view.; ; WxCC Analyzer can easily be customised by creating dashboards that display an array of visualisations, as well as emailing reports on a schedule.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

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

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to 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: Yes
• Datacentre security standards: Managed by a third party
• 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 another standard
  • Encryption of all physical media
• 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: There are several ways enterprise customers and consumer users may export their personal data from the Cisco platform including CSV reports and API's.
• 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)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: 99.99%
• Approach to resilience: Available upon request.
• Outage reporting: Real time information concerning the Cisco Webex Service can be found at https://status.webex.com

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Webex Contact Center provides multi-layer access permissions through the deployment of user roles, managed by administrators.
• Access restriction testing frequency: At least once a year
• 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: Yes
• Who accredited the ISO/IEC 27001: United Registrar of Systems
• ISO/IEC 27001 accreditation date: 14/06/2021
• What the ISO/IEC 27001 doesn’t cover: The Registered Scope is as follows: Information security management system for the delivery of communications and associated technologies, products and services provided by the Group. The scope also covers the supporting functions within Nasstar Group Services and activities carried out at Data Centres and Switch Sites throughout the UK including Hull, Reading, Bristol and Leeds in accordance with the Group Statement of Applicability Issue 7, dated December 2014.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: SAQ-D self assessment
• PCI DSS accreditation date: 12/05/2023
• What the PCI DSS doesn’t cover: Nasstar’s PCI self-assessment covers all aspects of its Live Agent and IVR payment solution used by our customer to transit card payments from their customer to their merchant banks / payment service providers in a PCI compliant manner.; ; Only the Live Agent and IVR Payment solutions, which are run on dedicated infrastructure is in scope of the PCI compliance.
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • ISO27018
  • PSN
  • ISO20000
  • ISO27017
  • CISPE Code of Conduct Certification

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: Nasstar's approach to Security forms part of our overall Integrated Business Systems Management scheme. The Company Secretary is responsible at Board level for Information Security and ensuring that our ISO/IEC 27001 accreditation is maintained and enforced. The Information Security policy is a top down approach within Nasstar with Business Areas having responsibilities for Information, Network and Customer Data relating to their operational areas. The policies and procedures define access restrictions to all of our IT systems, networks and stored data. The practical policies and processes start with our Integrated Business Management Systems Manual which defines the Information Security Management system as a key part of our business. The Information Security Awareness process requires that all staff and contractors are periodically trained and assessed on their familiarity with Nasstar's ISO27001 Information Security policies and processes. Individual contracts and services will have a specific Security Plan defining the specific measures which will apply to the contract or service. All employees are responsible for Information Security and are trained in reporting suspected breaches to our IMS team who will identify risks and actions to minimise any such breaches.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Customers may raise a service change request via the support process, this will then be tracked via ticket number for visibility. Either Nasstar, or the customer will prepare a change request document, describing the nature of the change, the reason for the change, and the effect of the change on the solution.; If both parties agree to implement the change request, and subject to commercial agreement, the change will be accepted via the sign off of the change request form.; Nasstar will engage with the customers change process where required in order to schedule and manage the change.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Cisco takes a proactive approach to vulnerability management for its cloud software and services. Leveraging its industry-leading position in cybersecurity, Cisco directly manages and controls all aspects of vulnerability management within its cloud offerings. This ensures the highest level of security and protection for customer data.; ; Cisco's commitment to vulnerability management is further underscored by the capabilities of its globally recognized Security Intelligence and Research Group (TALOS). TALOS plays a pivotal role in identifying, researching, and mitigating potential security threats. Furthermore, Cisco's Product Security Incident Response Team (PSIRT) operates on a 24/7 basis to actively respond to security incidents.; ; https://tools.cisco.com/security/center/resources/security_vulnerability_policy.html
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Cisco employs a wide range of security management practices to provide a secure and reliable service to customers. All traffic passes through industry-leading infrastructure to protect against a suite of application attack vectors. Predefined processes & procedures can be obtained upon request.
• Incident management type: Supplier-defined controls
• Incident management approach: All incidents and service requests are raised through Nasstar’s support team, where a unique ticket reference is provided and the incident is tracked with a full audit trail from initial contact through to resolution.; ; Customers can report incidents through email or telephone, with telephone recommended for urgent or high-priority incidents, enabling the most effective response.

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Nasstar is committed to creating innovative Technology with a positive impact. From March 2020 – 2021 we delivered 323,582 virtual consultations, significantly reducing travel emissions and admin that comes alongside this. We encourage the adoption of Microsoft Teams, making remote-first working the norm. We actively promote Cloud-based software – serverless software that ensures less heat and noise pollution.; ; Nasstar encourages re-use and recycle programmes, we ensure all equipment is fixed, re-used or ethically recycled, ensuring longer-lasting technology amongst our people.; ; Nasstar also promotes Greener Offices, including paperless working, LED lighting, energy-efficient computer savings, no single-use plastics.; ; In reducing our Environmental impact, Nasstar is committed to becoming Net Zero in accordance with government guidelines.; ; Working from home is actively encouraged across our employee base.; ; We maintain a formal Environmental Policy and operate an Environmental Management System (EMS) aligned to the ISO14001 - and compliant with SECR (Streamlined Energy Carbon Reporting) and ESOS (Energy Savings Optimisation Scheme). Based on our EMS policy we routinely fulfil the key aims within the social value agenda (MAC 4.2- Influence environmental protection and improvement). As part of our Social Value Commitment, this product offering will also be integrated into the company's Continuous Improvement Plan and will be scrutinised to identify, monitor, measure and achieve the MAC 4.2 measures. We are targeting a further reduction in emissions of greenhouse gases arising from the performance of the company, measured in metric tonnes carbon dioxide equivalents (MTCDE), by at least 2.5% during the life of this contract. In addition, our EMS governs our approach to the way we continue to mandate staff, suppliers, customers and communities in this regard - and we monitor performance on supporting environmental protection and continuous improvement.

  Covid-19 recovery

  As a remote working solutions communications provider, Nasstar has assisted customers in enabling thousands of employees to operate safely, securely and reliably from their home premises during COVID-19 lockdowns. Furthermore, we have continued to advise and enable thousands of end-users to adopt a hybrid model of work, taking advantage of both COVID-secure office workspaces and the benefits of remote operations.; ; We have evolved our hybrid working policy to improve conditions and productivity for our own employees. Our policy continues to guide the minimising of transmission by managing attendance in physical office spaces. Our office spaces provide assurance that Nasstar has put in place specific measures to mitigate the transmission of COVID-19 in accordance with government guidelines and continue to implement social distancing arrangements, improved sanitising/cleaning of workspaces and have included strict testing regimes to ensure the risk of spreading infection was well mitigated.; ; Within our workforce we are committed to protecting the most vulnerable from COVID-19, with support to both those who are personally shielding and those whose family members/close contacts require shielding. Enhanced sick pay and flexibility for care arrangements enable our team to deal with some of the practical challenges COVID-19 present and continue to pose to us all, without undue fear of financial penalty or other restrictive situations. Employees have access to mental health first aiders and an Employee Assistance Programme, to further reduce reliance on public services.

  Tackling economic inequality

  To positively influence economic equality, we firstly ensure we deliver quality services to a growing customer base. This puts us in a strong position to grow our employee base, extending opportunities and enhancing economic equality through job creation and additional training opportunities.; ; We take an active interest in our customer’s end customer and local community, seeking to help add value where we can. We are able to share value beyond the contract’s prescribed services by offering our technical/commercial insights through lectures, talks, webinars, roundtables etc to the community. In particular, members of Nasstar are able and experienced in running community education sessions on topics ranging from career guidance to technology-specific workshops including IT adoption/education.; ; We are keen to support early career development and access within the IT/Telecoms space and utilise apprenticeships, work placements, internships and graduate opportunities in order to encourage future growth within the industry.; ; We can partner locally to do this by:; • Linking with local schools and colleges to enable interested young people to attend our sites and undertake work experience either in our offices or by shadowing technical field staff.; ; • Offering graduate/internship opportunities to local university students to experience technical projects, enabling them to put theory into practice and to gain vital work experience to gain permanent positions post-graduation.; ; • Providing apprenticeship opportunities, both administrative and technical and at varying entry skill/experience levels.; ; • Undertaking to increase these placements when large contracts are won, aligned to the public sector social value guidelines, in order to share and improve our social contribution to local communities.; ; In contrast to an industry where profit maximisation is traditionally motive (the private obligation), Nasstar believes that driving and fulfilling social value (the public obligation) is an integral part of any modern contractual relationship.

  Equal opportunity

  Nasstar actively promotes a culture of fair and equal treatment. Our ethos values people’s differences and how they help everyone achieve more at work as well as in their personal lives. Our desire is to operate a business every person in society can feel proud to be an important part of. We are committed to providing a working environment that is responsive to different cultures and groups, where everyone has an equal chance to succeed and in which all employees are treated with respect and dignity.; ; In 2021, Nasstar sponsored the ‘Agile Angel’ category at the DevelopHER awards. The DevelopHER awards are designed to raise the profile of women in technology, creating role models to inspire the next generation to become developers, technicians, project managers, testers and digital experts. Organised by SyncDevelopHER, the awards aim to promote gender equality in the technology industry through celebrating success.; ; In 2022 we are committed to implementing a variety of pledges and covenants that demonstrate our objective of widening opportunity and representation in our business. These include the Disability Confident Scheme, Mental Health at Work Commitment, Armed Forces Covenant and the Equality and Human Rights Commission’s Working Forward community.; ; In 2022 we are seeking to expand representation across our business by adding recruitment advertising in equal opportunities-specific resources such as Women in Technology.; ; Our aim is to employ and retain individuals who embrace our inclusive culture, positive work ethic and have enthusiasm to join Nasstar on our journey of growth. Our goal is to create a workforce of the future within our sector, full of a genuine cross-section of society and all protected characteristics.

  Wellbeing

  Nasstar’s Wellbeing policies are aligned to the UK Government’s Good Work Plan (satisfaction, fair pay, participation and progression, well-being, safety and security, voice and autonomy). We believe these work together to provide a healthy and engaging work environment. A selection of relevant commitments/policy positions are provided below:; ; • Our Health and Safety, Stress Management and Mental Health strategies include giving access to an Employee Assistance Programme, and in having trained Mental Health First Aiders who run a virtual community where employees are able to discuss any concerns with a trained individual. We proactively promote this, to demonstrate there is no stigma in our business around this subject.; ; • We believe in providing a working environment where our people can do their best work and feel positive about the contribution they make to our success. We implement multiple initiatives that help provide a motivating workplace including regular performance reviews, setting/achieving personal objectives and being recognised by managers for delivering good work.; ; • Our Personal Development and Training Policy and Procedure outlines our commitment to providing job and career development for all employees, including opportunity to have a Personal Development Plan (PDP) and access to external courses/training.; ; • We provide our team with opportunity to give back to their communities, recognising the importance of personal interests in and recognising wider ethical causes in supporting the wellbeing of our team and local communities. This includes an annual charity elected by employees for donations and sponsorship events and donations of volunteer days for employees to be able to contribute working hours to worthy community / charitable causes.; ; • We provide awareness training for our managers on a variety of topics that help to develop a motivating and safe environment where all employees can thrive and succeed.

Pricing

• Price: £80.00 a user a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: 30 day free trial available with full functionality with limited number of licences.

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 tenders@nasstar.com. Tell them what format you need. It will help if you say what assistive technology you use.