Infinity Group

Omnichannel Contact Centre

Omnichannel Contact Centre, utilising Microsoft Digital Contact Centre Platform (DCCP),provides a seamless,consistent experience throughout the entire customer journey. Integrating multiple communication channels to deliver a unified customer experience and first-class customer service. Customers can interact with your business through multiple channels including telephone, email, webchat, web portals, Teams, WhatsApp,social media.

Features

• Unified Data: understand customer journeys, preferences, interactions across multiple channels
• Omnichannel Communication: connecting communication channels, managing multiple channel interactions
• Productivity Tools: knowledge base, agent scripts, quick replies, case creation
• Embedded AI: Out-of-the-box AI tools including Microsoft Copilot
• Real-time analytics: customer behaviour insights, sentiment analysis, dashboards
• Intelligent Routing: directs inquiries to agent by skills, availability, context
• Automation of routine tasks: ticket routing, prioritisation, and escalation
• Workforce Management: optimises agent schedules, workload distribution, and performance
• Native Integration: to Dynamics 365, Microsoft Teams, Outlook and SharePoint
• Further Integration: to CRM, ERP, and marketing automation tools

Benefits

• Scalability: handling large volumes of customer queries across multiple channels
• Consistent Customer Experience: same support level across all channels
• Personalisation: support reflects customer's preferences, sentiment and interaction history
• Agent Efficiency: automated tasks free agents to tackle complex issues
• Collaborative Agent Experiences: by automated, intelligent query routing and escalation
• Enhanced Customer Satisfaction: reducing response time and personalised customer experience
• Improved Customer Engagement: communication channels available 24/7 from multiple devices
• Intelligent Self Service: by leveraging best-in-class AI and Copilot
• Data-driven Decisions: real-time analytics and insights into customer service operations
• Quick Adoption: Easy to use and productive work experience

£900 a unit a day

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

Framework

G-Cloud 14

Service ID

110342757038693

Contact

Bid Management
03301913473
bidmanagement@infinitygroup.co.uk

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Microsoft Dynamics 365 Customer Services
• Cloud deployment model: Hybrid cloud
• Service constraints: None
• System requirements:
  • Dynamics 365 Customer Service Enterprise (licence)
  • Voice Channel Add-in (licence) - optional
  • Digital Messaging Add-in (licence) - optional
  • Chat Add-in (licence) - optional
  • Digital Messaging and Voice Add-in (licence) - optional

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: Priority 1 - Immediate telephone response, 1st response within 10 minutes; Priority 2 - Immediate telephone response, 1st response within 1 business hour; Priority 3 - Immediate telephone response, 1st response within 4 business hours; Priority 4 - Immediate telephone response, 1st response within 8 business hours
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: At an extra cost, we provide the following:; First Line Support: In managed IT outsourcing, first line support handles basic customer queries and common technical issues, acting as the initial point of contact.; Second Line Support: Second line support tackles more complex technical issues that first line support couldn't resolve, requiring a deeper level of technical expertise; Third Line Support: Third line support manages high-level, complex issues, often collaborating directly with software or hardware vendors to find solutions.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: As part of our implementation service we design an appropriate training plan that may include on-site training, online training and user documentation
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Data is available to customers via the API or via an export of the underlying SQL Server database if required. Data is owned by the customer.
• End-of-contract process: The buyer retains configuration, support and evergreening process ceases.

Using the service

• Web browser interface: No
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: There are policies designed specifically for mobile devices
• Service interface: Yes
• User support accessibility: WCAG 2.1 AAA
• Description of service interface: Dynamics 365 has a user friendly interface designed to allow agents to have multiple sessions on the go at any one time.
• Accessibility standards: WCAG 2.1 AAA
• Accessibility testing: Dynamics 365 is provided as a software as a service and is accessible via all popular web browsers. There is also an android and IOS mobile application.
• API: Yes
• What users can and can't do using the API: Dynamics 365 has a comprehensive REST API which facilitates all CRUD operations to the platform, respecting the underlying security model. Anything that can be achieved using the user interface can be done via the API.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Dynamics 365 can be customised by any user with the appropriate user role and permissions. These users would have access to the Power Platform Maker Portal allowing them to customised the system.; ; Dynamics 365 is highly customisable and is designed for organisations to tailor it to their specific needs.

Scaling

• Independence of resources: Dynamics 365 is provided as a software as a service hosted by Microsoft in Microsoft Azure. Microsoft Azure is one of the world's leading cloud infrastructures and is highly scalable to accommodate fluctuations in demand.

Analytics

• Service usage metrics: Yes
• Metrics types: Metrics include active users, API calls, system jobs, plug-in data, mail box usage and much more.
• Reporting types: Real-time dashboards

Resellers

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

Staff security

• Staff security clearance: Other security clearance
• 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: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Other
• Other data at rest protection approach: Data at rest uses Azure Storage Encryption and Transparent Data Encryption.
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Data is available to customers via the API or via an export of the underlying SQL Server database if required. Data is owned by the customer.
• 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
  • Other
• Other protection between networks: Data is encrypted at rest and in transit.
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: We work within Microsoft's Partner Agreement and therefore work within their 99.9% uptime SLA across the Dynamics 365 platform.
• Approach to resilience: Microsoft Azure is one of the world's largest and leading providers of cloud infrastructure. It has been designed to be highly resilient to ensure unexpected outages have minimal impact on their customers. Broadly speaking this is achieved through infrastructure comprising of multiple regions, availability zones, independent power, cooling and networking infrastructure, as well as policies and procedures in place to redirect traffic if required.; ; Microsoft also provides disaster recovery for production environments of Dynamics 365 for business continuity if there's an Azure region-wide outage.; ; In the event of an unanticipated region-wide outage, such as a natural disaster that affects the entire Azure region, and Microsoft has determined that the region won't become available within a reasonable amount of time, Microsoft will notify customers and switch over the traffic to route to a secondary environment.
• Outage reporting: Phone call or email to client informing of Microsoft outage.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Unique username and password, with MFA required from untrusted locations, periodically, and when unusual sign-in attempts have occurred.
• 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: Between 6 months and 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: Between 6 months and 12 months
• How long system logs are stored for: Between 6 months and 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Assessment Bureau
• ISO/IEC 27001 accreditation date: 08/03/2024
• What the ISO/IEC 27001 doesn’t cover: Please see all the security related certificates as part of this application which are not covered by our ISO/IEC 27001 certification
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • IASME Cyber Assurance Level One
  • ISO 14001: 2015
  • ISO 9001: 2015
  • Data Protection Registration Certificate

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: We have an integrated management system that incorporates ISO27001, ISO9001, and ISO14001. The owner of the IMS is our Managing Director, with all subordinate roles defined and assigned to individual owners. e.g., Data Protection Owner, Information Security Owner, etc. ISMS policies are available on request.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: We have a robust and mature change management process and a supplier due diligence process. Configuration changes within our infrastructure, including new suppliers / service providers undergo these processes to assess risk, impact, and security implications.; Suppliers / Service Providers / 3rd party data processors are listed in a data processing index.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Microsoft Defender for Enterprise, Defender for Identity, and Sentinel: Deployed to all machines, these next-generation behavioral XDR solutions identify vulnerabilities, potential data breaches, and more. Email Alerts: Critical vulnerabilities in applications and operating systems trigger email alerts. If severe, they automatically create SOC board tickets, proactively addressed during office hours. Patching: Endpoint Applications and OS: Daily patching via ConnectWise Automate RMM. Devices reboot after 4 days if left on continuously. Servers: Fortnightly patching. Boundary Firewalls: Patched within 2 weeks of new firmware releases (including security updates)
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: We employ a SIEM solution, which is monitored by SOC. P1 (Critical) 10 minute response time: Incidents that have a severe impact on business operations, affecting multiple users or critical systems. P2 (High) 1 hour response time: Incidents have a significant impact on business operations, affecting a large number of users or important systems. P3 (Medium) 4 hour response time: Incidents have a moderate impact on business operations, affecting individual users or non-critical systems. P4 (Low) 8 hour response time: Incidents have a minor impact on business operations, causing inconvenience to individual users but not affecting critical systems or services.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: Incident Reporting: Users report incidents via Phone, Portal, and Email. Process Overview: Identification: Incidents are recognised by users or automated systems. Logging: Details are recorded in ITSM software. Categorisation: Incidents are prioritised (P1 to P4) based on impact and urgency. Assignment/Escalation: Incidents are assigned to engineers or escalated as needed. Investigation/Diagnosis: Engineers determine root causes and impacts. Resolution: Incidents are resolved through fixes or workarounds. Communication: Ongoing updates are provided to clients. Closure/Documentation: Incidents are documented and closed; P1 incidents include a Root Cause Analysis. SOC Incidents: Follow similar steps with additional focus on preparation, containment, eradication, recovery, and assessment.

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: Yes
• Connected networks:
  • Public Services Network (PSN)
  • Police National Network (PNN)
  • NHS Network (N3)
  • Joint Academic Network (JANET)
  • Scottish Wide Area Network (SWAN)
  • Health and Social Care Network (HSCN)

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  Infinity Group is fully committed to fighting climate change, including sustainability and UK net zero carbon strategy. All Directors, management and employees are responsible for adhering to our Environmental Policy, ensuring consideration is given to environmental issues and our aim of net zero carbon throughout our day-to-day working activities. Measures taken to reduce our carbon emissions and fight climate change include: ISO 14001 - fully committed to implementing and maintaining an environmental management system in compliance with ISO 14001. Adhering to this standard minimises our environmental footprint, achieves the company environmental objectives and ensures compliance with relevant legal requirements. BCORP certification - committed to achieving BCORP certification by end of financial year 2024. Cloud solutions and Software as a Service (SaaS) - Infinity Group only delivers cloud and SaaS solutions. Partnering with Microsoft - Our primary partner, Microsoft, is committed to net zero, operating as carbon-neutral since 2012 and a commitment to be carbon-negative by 2030. Further, Microsoft has launched the Microsoft Cloud for Sustainability, a SaaS solution leveraging the Sustainability Common Data Model to help organisations measure, manage, and reduce carbon emissions. Infinity Group has employees awarded the Microsoft Cloud for Sustainability Certification. Electric Car Scheme - Infinity Group recently implemented a salary sacrifice electric car scheme. Minimum Waste Policy - We promote this policy by taking care during our normal duties to avoid unnecessary or extravagant use of services, time and energy. Cloud-first solutions - we promote a policy of Cloud-first solutions. Implementation with environmental considerations - In initial phases of implementation, face-to-face meetings are essential in ensuring the relationship is developed with the joint team of client and Infinity. As the implementation advances, we utilise Teams if preferred by the client and provided there is no impact on the successful delivery of the project.

  Covid-19 recovery

  Infinity Group is steadfast in its commitment to aiding the UK’s recovery from the COVID-19 pandemic. We urge our customers, suppliers, and other stakeholders to join us in these efforts. Here are some examples of our initiatives: 1. Flexible Work Arrangements: To limit the virus’s spread during the pandemic’s peak and support work-life balance post-pandemic, Infinity provides flexible work options, including remote working and flexible hours. 2. Support for Local Businesses: We strive to support local businesses adversely affected by the pandemic. In addition, we actively contribute to the local community near our head office in Tunbridge Wells, Kent, by partnering with various local charities and community organisations. We offer complimentary IT services and highly discounted IT, Telecoms, and software products. 3. Adherence to Safe Practices: We persistently enforce safety measures, such as regular sanitisation within our premises, to ensure a safe working environment. 4. Investment in Digital Transformation: We assist companies in expediting their digital transformation efforts, fostering a resilient business model capable of withstanding future crises. Our customers support this initiative by embracing these digital changes. 5. Charitable Contributions and Volunteering: Infinity and our employees regularly donate to relevant causes and organise volunteering initiatives. We welcome our customers to participate in these initiatives or contribute to these causes independently. 6. Promotion of Mental Health: Recognising the significant impact of the pandemic on mental health, Infinity provides free mental health support to our employees. 7. Assistance for Job Seekers: Infinity offers apprenticeship schemes for those interested in pursuing a career in IT. By implementing these measures, Infinity Group continues to play a pivotal role in the UK’s recovery from the COVID-19 pandemic.

  Tackling economic inequality

  Economic inequality is a pressing concern in the UK. At Infinity, we are committed to playing a pivotal role in mitigating this issue. We invite our customers, suppliers, and other stakeholders to join us in this endeavour. Here are some ways Infinity contributes: 1. Fair Wages and Benefits: We ensure our employees receive fair wages, supplemented with comprehensive benefits such as unlimited holiday, private healthcare, and pension contributions. We also provide avenues for career advancement. These measures help alleviate income disparity and enhance our employees quality of life. 2. Supporting Local and Small Businesses: We are dedicated to supporting local and small businesses. Our active contributions to the local community around our head office in Tunbridge Wells, Kent, include partnerships with various local charities and community organisations. We provide complimentary IT services and offer significant discounts on IT, Telecoms, and software products. 3. Inclusive Recruitment: We uphold inclusive recruitment practices, creating opportunities for individuals from diverse backgrounds. 4. Ethical Business Practices: We choose to collaborate with ethical businesses. We refrain from associating with companies in the gambling industry or those that exploit economic inequality. 5. Charitable Contributions and Volunteering: We actively support and donate to charities. We provide all staff with volunteering days, which can be utilised to assist charities combating economic inequality. Through these initiatives, Infinity aims to make a meaningful contribution towards reducing economic inequality in the UK.

  Equal opportunity

  Our vision is for Infinity Group to be a successful, caring and welcoming place for staff and clients. We create a supportive and inclusive environment where our staff can reach their full potential without prejudice or discrimination. We are committed to a culture where respect and understanding is fostered and the diversity of people's backgrounds and circumstances is positively valued. Our Equal Opportunity and Diversity Policy sets out how Infinity Group promotes diversity at every stage of the employee lifecycle and how it ensures that employees are treated fairly and equally. We aim to achieve equality by removing any potential discrimination in the way that potential applicant, employees and workers are treated by the company, including: · people with disabilities · people of different sexual orientations · transgendered and transsexual people · people of different races · people on the grounds of their sex · people of faith and of no faith · people in relation to their age · people in relation to their social class or medical condition · people who work part-time · people who are married or in a civil partnership · women who are pregnant, have recently given birth or are breastfeeding We maintain a neutral working environment in which no employee or worker feels under threat or intimidated. We maintain and review the employment records of all employees in order to monitor the progress of our Equal Opportunity and Diversity Policy. We consider discrimination as unacceptable. Any behaviour that may be perceived as discriminatory, including bullying, harassment or victimisation, or shown to go against the intent and spirit of this policy, will lead to disciplinary proceedings and, if appropriate, disciplinary action.

  Wellbeing

  Our vision is for Infinity Group to be a successful, caring and welcoming place, prioritising the wellbeing of staff and clients. Infinity prioritises staff wellbeing through a number of strategies and activities including: • Flexible Working – as client projects allow, staff can choose to work from home, an Infinity office or from client offices, during hours suited to their circumstances. • Unlimited Holiday – staff take advantage of unlimited holiday provided no impact to customer project. All staff must take statutory minimum holiday. • Shared Values – Infinity Group follows core values within our business and encourage staff and contractors to adopt these values. We strive to work with companies who share a similar values structure. These values are: o Empathy - We value kindness, compassion and working together to create a supportive, inclusive atmosphere. o Creativity - Our creativity drives innovation, achieves sustainability, and helps us do more with less. o Ambition - We encourage a thirst for learning, pursuit of mastery and the drive to amaze our clients. o Authenticity - We celebrate diversity, encourage inclusivity, and always do the right thing for each other and our clients. o Confidence - Confident people aren’t afraid to fail, and they take pride in making others look great. • Share Option Scheme – all staff are eligible for the scheme. • Quarterly Companywide Events – including a Spring Social, Family Day, and Awards. • Learning and Development – Employees are encouraged to continue professional development with Microsoft certifications and relevant training. • Clear Career Pathways – Career progression within Infinity is encouraged, as confirmed in our staff retention rate which is higher than the industry national average. • Charitable Workdays – Each member of staff is allowed time away from work to volunteer for a charity of their choice.

Pricing

• Price: £900 a unit a day
• Discount for educational organisations: No
• Free trial available: No

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