Calabrio Quality Management

Service scope

Software add-on or extension: No
Cloud deployment model: Public cloud
Service constraints: Maintenance windows reserved once a month for patching and cloud maintenance. 14 days’ notice is provided if this is going to occur or not. Typically, the window takes no longer than 1 hour, and is used outside of the customer’s core hours.
Calabrio customers can continue using Calabrio ONE with minimal interruption. For example, recordings will continue and should resume uploading after the maintenance is completed.
System requirements: Desktop Hardware - NIC: 100 Mbit NIC

Desktop Hardware - Disk space: 20GB

Desktop Software - .NET Framework 4.5 for Analytics feature

Desktop Software - WebM Media Foundation Components

Desktop Software- Any browsers used must allow file downloads

Desktop capture requires Internet Explorer be run in Desktop mode

Calabrio Analytics browser extension/plugin enabled

Adobe Acrobat Reader required to open exported PDF files

User support

Email or online ticketing support: Email or online ticketing
Support response times: 98% of support phone calls are answered within 5 seconds by our Customer Service centre. They will log a case and assign the priority of the query or problem. Typically Business Systems provide technical 1st response within 20 minutes for Support related issues. Response times differ outside core business hours due to the automated routing of calls. A 24 hour facility is available where cases can also be logged 24/7 (calls are routed to the Out Of Hours Team; emails would be logged and picked up the first business day).
User can manage status and priority of support tickets: No
Phone support: Yes
Phone support availability: 24 hours, 7 days a week
Web chat support: No
Onsite support: Onsite support
Support levels: Business Systems provides five levels of support (remote access is a pre requisite) including: 1. Platinum - Full support, 2 hour response for P1 faults (24 hours a day, 365 days a year). 4 hour response for P2 faults (9 - 17:30 Mon-Fri, excludes UK bank holidays) 2. Gold - Full support, 2 hour response for P1 faults (08:00 – 20:00 hours a day, 365 days a year) 8 hour response for P2 faults (9 - 17:30 Mon-Fri, excludes UK bank holidays) 3. Silver - 2 hour response for P1 faults (0800-2000 Mon - Fri, includes UK Bank Holidays) 8 hour response for P2 faults (9 - 17:30 Mon-Fri, excludes UK bank holidays) 4. Bronze - 4 hour response for P1 faults (9 - 17:30 Mon-Fri, excludes UK bank holidays) 8 hour response for P2 faults (9 - 17:30 Mon-Fri, excludes UK bank holidays) 5. Tailored Service Level based on the customer's requirements e.g. custom support hours, automated fault notification, dedicated Service delivery manager, etc. Costs are bespoke to each customer and each project.
Support available to third parties: Yes

Onboarding and offboarding

Getting started: Training is provided on site and delivered by Business Systems Consultants. The training is consultative and promotes knowledge transfer through hands-on exercises and relevant support. Training is 'Train the Trainer' based, to enable additional training to be conducted internally. Go live and post-deployment support is also provided as standard and should the customer need additional go-live support, additional days can be provided.
Service documentation: Yes
Documentation formats: HTML

PDF

Other
Other documentation formats: Word
End-of-contract data extraction: This can be done through SQL server exports or Report model runs.
End-of-contract process: Customer data is exported, System is shut down , database wiped , Backups deleted.

Using the service

Web browser interface: Yes
Supported browsers: Internet Explorer 11

Microsoft Edge

Firefox

Chrome

Safari
Application to install: Yes
Compatible operating systems: Android

IOS

Linux or Unix

Windows
Designed for use on mobile devices: Yes
Differences between the mobile and desktop service: None
Service interface: Yes
User support accessibility: None or don’t know
Description of service interface: Smart, personalised and easy-to-use the service interface is modern and can be customised in many ways / places to best serve customers.
Accessibility standards: None or don’t know
Description of accessibility: The Calabrio ONE Cloud Contact Centre Workforce Optimisation service is accessible 24/7/365, with 99.9% uptime guaranteed (excluding planned maintenance). Customers access the solution user either application logons or SSO (e.g. ADFS).
Accessibility testing: Not applicable
API: Yes
What users can and can't do using the API: Users can make changes (e.g. to forecasts & schedules within WFM). Users can also extract data for their needs. APIs can also be utilised for the purposes
API documentation: Yes
API documentation formats: Open API (also known as Swagger)
API sandbox or test environment: No
Customisation available: Yes
Description of customisation: Calabrio provide widgets which allow customers to create dashboards to maximise value. Many parts of the solution also allow customisation in terms of colour changes and branding.

Scaling

Independence of resources: The infrastructure within AWS supports customers of all sizes. 
Data centres are built in clusters in various global regions. All data centres are online; no data centre is “cold.” In case of failure, automated processes move customer data traffic away from the affected area. 
 
Core applications are deployed in an N+1 configuration. In the event of a data centre failure, there is sufficient capacity to enable traffic load balanced to the remaining sites, maintaining system uptime during updates. 
 
AWS provides the flexibility to place instances and store data within multiple geographic regions and across multiple availability zones within each region.

Analytics

Service usage metrics: Yes
Metrics types: Sentiment, phonetic, speech-to-text, desktop, speech energy (silent time, cross-talk etc)
Reporting types: Reports on request

Resellers

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

Staff security

Staff security clearance: Conforms to BS7858:2019
Government security clearance: Up to Security Clearance (SC)

Asset protection

Knowledge of data storage and processing locations: Yes
Data storage and processing locations: European Economic Area (EEA)

Other locations
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: 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: 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 can be exported from the application in MS Excel, MS Word or PDF formats. Users can also retrieve dating through open APIs.
Data export formats: CSV

Other
Other data export formats: Calls exported in different formats (e.g WAV)

Data provided in MS Excel, MS Word or PDF
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: 99.0%
Approach to resilience: Multi-tenant platforms have built-in fault-tolerance— failover with backup in the event of a system malfunction—that multi-instance platforms do not have. 
 
With Amazon Web Services (AWS) at the core of the platform, you’re assured access to your systems, data remains secure and available, and you have access to the resources you need to serve your customers. AWS offers server redundancies, ensuring that if one server goes down, a system is up and running on another server within four seconds. 
 
Calabrio ONE Cloud Contact Centre Workforce Optimisation defines availability through our 99.9% uptime guarantee, as stated in the Calabrio Cloud MSA. Infrastructure that has been mentioned above, with technologies such as AWS availability zones and S3 storage ensure high availability.
Outage reporting: System audit triggers notifications which will advise customers of any outages. In the event this should happen the team will ensure this time is kept to an absolute minimum as we guarantee up time of 99.9%.

Identity and authentication

User authentication needed: Yes
User authentication: Public key authentication (including by TLS client certificate)
Access restrictions in management interfaces and support channels: Within all pillars of the Calabrio ONE Cloud Contact Centre Workforce Optimisation suite, a super administrator can assign permissions / roles to individuals to ensure that they can only access / see the modules /data that the business wishes them to be able to see.
Access restriction testing frequency: At least once a year
Management access authentication: Public key authentication (including by TLS client certificate)

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: Users have access to real-time audit information
How long supplier audit data is stored for: User-defined
How long system logs are stored for: At least 12 months

Standards and certifications

ISO/IEC 27001 certification: Yes
Who accredited the ISO/IEC 27001: SOCOTEC
ISO/IEC 27001 accreditation date: 10/03/2021
What the ISO/IEC 27001 doesn’t cover: All operational areas are covered.
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: ISO2700: Assessed by Socotec

Security governance

Named board-level person responsible for service security: Yes
Security governance certified: Yes
Security governance standards: Other
Other security governance standards: European data security regulations
Information security policies and processes: Business Systems's ISO 27001 certification covers the full scope of the business including all systems, operations and personnel. All security incidents posing a threat to the information storage and processing facilities are reported and documented. For each reported incident it is required that a thorough investigation is conducted and remedial action taken leading to a satisfactory closure. All employees and contractors are made aware of what constitutes an information security incident and are familiar with the reporting procedures. It is the responsibility of all employees and subcontractors to report any information security incident or suspicion to the ISO Security Officer and ensure that the incident is duly recorded on the Information Security Incident form. It is the responsibility of the Security Incident Management to take appropriate action to provide a prompt response to the incident and to facilitate normal operation as soon as safely possible. This is overseen by the Board.

Operational security

Configuration and change management standard: Supplier-defined controls
Configuration and change management approach: To ensure the confidentiality, integrity and availability of the customer’s data Teleopti will apply proper security controls within all information processing centers. 4.1. Teleopti have a formal change management process. Teleopti separates environments for development, testing and production. Teleopti have controls in place to back up the customer’s data. Backup and restore procedures are included in Teleopti’s Disaster and Recovery Plan (DRP).
Vulnerability management type: Supplier-defined controls
Vulnerability management approach: Teleopti have controls in place to detect and prevent malicious code from being executed on any system. These controls are regularly updated, e.g. the most recent versions of antivirus signatures are distributed as soon as they are available, to ensure detection and prevention of malicious attacks.
Protective monitoring type: Supplier-defined controls
Protective monitoring approach: In line with ISO 27001 accredited governance procedures.
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: In line with ISO 27001 accredited governance procedures.

Secure development

Approach to secure software development best practice: Supplier-defined process

Public sector networks

Connection to public sector networks: No

Fighting climate change: Fighting climate change

BSL Group are acutely aware of the increasing urgency of the climate emergency. We encourage staff to work from home where possible to reduce the carbon generated through commuting, and we ask staff to take the most eco-friendly travel option when they must travel. We offer a Cycle to Work scheme and encourage all staff to share even the most seemingly incidental ideas for how we can improve our carbon footprint.
Covid-19 recovery: Covid-19 recovery

Members of the BSL Group community, like so many in the wider community, have been deeply affected by COVID-19 and its aftereffects. We are committed to investing in modern tools and workspaces to ensure our staff are able to work effectively wherever they are. Our deeply embedded remote working capability (that predates COVID) means that we are able to recruit staff from around the UK, including in deprived areas.
Equal opportunity: Equal opportunity

BSL Group is committed to creating opportunities for staff and prospective candidates, whatever their background. We are building a culture-add recruitment model to reduce in-group bias, and our deeply embedded remote and flexible working capability allows us to offer opportunities to carers, working parents, those with disabilities, and those from deprived areas.
Wellbeing: Wellbeing

To demonstrate how we support the health and wellbeing, including physical and mental health to our employees we have implemented an EAP for all employees which also allows them to invite up to 5 family members to access wellbeing content and our EAP. It provides 24/7, 365 days a year support with a confidential employee assistance programme (EAP). It also provides a wide range of wellbeing articles, podcasts, tools and resources to help employees manage their reactions when the world around them gets stressful. We have also implemented a Cyclescheme which promotes wellbeing and offer all employees Private Medical Insurance. As a company we promote wellbeing by creating different challenges for employees through the EAP App Lifeworks.

Pricing

Price: £5 to £99 a user a month
Discount for educational organisations: No
Free trial available: No

Features

Benefits

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Pricing

Service documents

Cookies on Digital Marketplace

Calabrio Quality Management

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents