Cinos

Omni Channel Contact Centre

Cloud Contact centre as a service (CCaaS) utilising best-of-breed Cisco and Netcall technology. Delivering secure, highly-available omni-channel and multi-channel contact centre interactions for a connected, digitised experience. Reduce queue times and improve satisfaction by adding automation, AI, self-service, email, web chat, and social channels to your contact centre.

Features

  • Work from anywhere, Omnichannel voice, email, webchat, SMS and Social
  • Self-service with customisable IVR, screen-pop to agent on handover.
  • Integral Speech-Bot and Switchboard to answer and handle calls.
  • Browser-based blended single user interface for all agent information.
  • Concurrent Agent licence structure for structured budgeting.
  • Skills based routing and agent productivity tools.
  • Real-time configurable dashboards with detailed reporting with export capabilities.
  • Simple to use roles-based Administration Interface for manager control.
  • Quality Management tools to evaluate Agent performance and survey customers
  • WFM for Agent planning and performance monitoring.

Benefits

  • Improve service and resource availability with work from anywhere.
  • Simple charging structure, with scalable implementation for easy budgeting.
  • Consistent demand and interaction management across channels improving service quality.
  • Architecture support for on-premise, cloud, or hybrid delivers rapid implementation.
  • Maximise investments, vendor neutral with API integration to back-end.
  • Supervisor independence with highly configurable simple-to-use tools.
  • Flexible roll-out with unlimited number of contact centre groups.
  • Rich reporting data for analysis, highlights opportunities for improvement.
  • Integrated Ofcom compliant call-backs reduces abandoned calls improving experience.
  • Improve visibility with statistical information and improve performance

Pricing

£0.00 a user

Service documents

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 13

Service ID

1 6 3 3 2 1 1 1 3 5 3 6 6 9 9

Contact

Cinos Jody Faulkner
Telephone: 07869370406
Email: bids@cinos.co.uk

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
Netcall Liberty Cloud offers a complete suite of customer engagement software, Liberty Converse can be used as standalone or as an add-on to following Netcall applications: Liberty Create low-code platform including Citizen and Tenant Hub Accelerators; Patient Hub; Liberty Connect multimedia conversational messaging gateway, and virtual Chat Assistant; Liberty RPA
Cloud deployment model
  • Public cloud
  • Private cloud
  • Hybrid cloud
Service constraints
The service is subject to planned maintenance which will be notified in advance.
System requirements
  • Web browser
  • Internet connectivity

User support

Email or online ticketing support
Email or online ticketing
Support response times
Target response times are subject to the contracted level of Netcall SolutionCare:
Standard - Target 90 minutes initial response
Comprehensive - Target 90 minutes initial response
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
"We will provide a Standard level of support which will be included within the cost. This includes access to the Support Online Portal, and contact by telephone or email to the remote support teams during contracted hours.

Standard Support hours are 9am-5.30pm (UK), Monday to Friday (excluding UK bank holidays).

A technical account manager will be provided.

Comprehensive Support (365 days 24 hours) can be added as a percentage uplift of the minimum monthly licence."
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Netcall will provide project management, engineering, and training support for the initial configuration of the Liberty Converse.

In addition onsite or online training will be provided to enable the customer to self-manage the service. User Training includes access to extensive e-Learning content via the Netcall Online Community.

Documentation regarding implementation and configuration of Liberty Converse will also be provided. This includes Online Help which is provided within the Liberty User Interface and Netcall Online Community.
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.

All customer data is available in reports accessed through the Converse web interface.
Users will extract data by manually downloading data in a CSV file format.
All Liberty Converse reports will enable the ability to download data using a definable date range.
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.

At the end of the contract Netcall will cease the service which will prevent the receiving and making of calls and/or other media types. All data stored including backups will be securely deleted using industry standard best practise methods.

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
Liberty Converse provides a browser based service interface. This interface has been design to be intuitive and simple to use, whilst enabling full access to the user and administrative features provided by the Converse application. User access to the service interface is secure, with roles and permissions assigned on log-in, controlling access to application features. An interface is also provided to support end customer access to the contact centre from digital channels including web, SMS and Social Media. The virtual assistant chat bot presented to the customer can be customised and deployed across any supported channel.
Accessibility standards
None or don’t know
Description of accessibility
As a browser based interface, 3rd party tools deployed on the user's desktop or browser can be used to support user accessibility.
Accessibility testing
Testing for specific 3rd party assistive technology is carried by users and based on the individual needs of their staff.
API
No
Customisation available
Yes
Description of customisation
Users have full access to customise the Liberty Converse service. There is no limits to the number of contact centre Groups, Queues or Skills that can be defined. Changes are made in real-time, and the end user application uses a simple graphical interface that does not require users to have any specialist ICT knowledge. The customisation includes: IVR - Creation and amendment of any number of configurable IVRs; Routing Rules - Definition of the Contact Centre routing for all media channels; Queue Configuration - Queue management including queue breakout, capacity controls, and prompts; Group Settings - ACD group configuration including media allocation, busy and activity codes, wrap up timers, and skill and priority assignment; Skills Based Routing - Definition of the skills names, Agent proficiency, and Skills templates; User Profiles - Customisation of the supported Agent features, applying roles and permissions, Agent media and skills allocation, and group assignment; Dashboard Configuration - Creation of customisable dashboards using drag and drop widgets; Chat Bot Flows - Definition of the Bot Flows for use across digital channels; Access to the Converse Administration and Supervisor user interface is controlled by the assigned roles and permissions.

Scaling

Independence of resources
Deployments of Liberty Converse are provided with dedicated resources for the Users based upon the licencing subscription obtained.

Analytics

Service usage metrics
Yes
Metrics types
Liberty Converse provides a range of system real time and historical reports including:

Real Time Dashboards - Real time graphical display of key metrics including service performance, queue data, and agent information. Dashboards are configurable and shared with users, by name, role or Agent Group.

Supervisor Reports - Historical reports covering all metrics of the contact centre. Reports are displayed graphically and tailored by a range of filters including date and time. Tailored reports can be saved for instant retrieval.

Historic reports can be manually downloaded in a csv file format. Alternatively an API is available to get Report data.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Cisco, Netcall

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
  • United Kingdom
  • Other locations
User control over data storage and processing locations
No
Datacentre security standards
Supplier-defined controls
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 CSA CCM v3.0
  • Physical access control, complying with another standard
  • Other
Other data at rest protection approach
Cinos enforces encryption of data at rest at the virtual machine level.
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
Users can extract data by manually downloading report data in a CSV file format. All Liberty Converse reports will enable the ability to download data using a definable date range.

If required, reporting data can extracted using the Liberty Converse Reporting API. This REST API gets report data in XML or JSON format from the Interactions Report, Agent Audit Report, or from a Supervisor Saved Report.

Full documentation of Converse API will be provided as part of the deployment project.
Data export formats
CSV
Data import formats
CSV

Data-in-transit protection

Data protection between buyer and supplier networks
  • Private network or public sector network
  • 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
  • Other
Other protection within supplier network
Static data is securely protected behind a series of firewalls/access control lists and 2 factor end user authentication plus anti-virus and native monitoring tools.

Availability and resilience

Guaranteed availability
Netcall’s Service aims to achieve the below Service Level Availability (SLA). If it does not the Customer’s sole remedy is payment of Service Credits. The SLA = 99.5% in any calendar month. Downtime is a period during which the services are unavailable resulting in all users being unable to use all aspects of the service. Downtime does not include time when the services are unavailable as a result of planned maintenance, or problems with related equipment, services, software or other components not supplied by Netcall as part of the services. Core Hours: 24x7. The Actual Service Level (ASL) achieved is calculated as: the total number of hours during the Core Hours in the relevant calendar month minus the total number of hours of Downtime during the Core Hours in the relevant calendar month, divided by the total number of hours in Core Hours in the relevant calendar month, with the resulting fraction expressed as a percentage. If ASL falls below 99.5% the Credit is 10% of the Monthly Fee, which can be claimed by request in writing to Netcall.
Approach to resilience
Full details are available on request.
Outage reporting
All outages will be reported via email. Outages are identified as Planned maintenance, Emergency maintenance, and platform issues. In addition, the designated Technical Account Manager will proactively contact customers as appropriate.
Netcall’s Cloud systems and services are proactively monitored for availability and system health by the event management process. System events and alerts of threshold breaches are detected by system management tools and these alert our Customer Support team of state changes, including service outages in any of Netcall Cloud service offerings. Customer Support are responsible for informing service affecting outages to customers and these are tailored to match the business needs of the customer. The form of the communication can be either email or telephone to the customer’s service desk or preferred service contacts. The alert to the customer contains information on which service has failed, the likely effect it will have on customers IT service along with reference information for follow up. Netcall Customer Support then maintain regular updates to affected customers on the expected service restore time until de-escalation.

Identity and authentication

User authentication needed
Yes
User 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
Access restrictions in management interfaces and support channels
For online systems (e.g. Customer Portal & API interfaces), all users are required to have a unique username, password and memorable word combination. Customers may also use 2FA authentication tokens.
Liberty Cloud applications including Converse uses assigned roles and permissions to control user access. Liberty Cloud applications are accessed via a browser based user interface; on sign on the assigned roles and permissions are applied.
Access restriction testing frequency
At least every 6 months
Management access 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

Audit information for users

Access to user activity audit information
Users receive audit information on a regular basis
How long user audit data is stored for
At least 12 months
Access to supplier activity audit information
Users receive audit information on a regular basis
How long supplier audit data is stored for
At least 12 months
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
Bmtrada
ISO/IEC 27001 accreditation date
11th March 2016
What the ISO/IEC 27001 doesn’t cover
No exclusions.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
Yes
Other security certifications
Yes
Any other security certifications
NHS DSP Toolkit

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
accredited to the NHS DSP Toolkit
Information security policies and processes
The Company is governed by an integrated suite of information security policies. Under the top level Information Security Policy itself are second-level documents with specific focus on Acceptable Use, Antivirus Protection, Asset Management, Business Continuity Management, Data Protection, Password Management, Personnel Management, Supply Chain Management and many others.

All Information Security Policies and processes are documented and audited into the ISO27001:2013 Info Sec Statement of Applicability. It lists the Netcall controls, policies and work instructions documented and recorded for the standard. These were reviewed as part of the external Audit in January 2022 and deemed compliant. The SOA in PDF form can be shared on request. All process owners are internally and externally audited for compliance with the policies set out in the SOA and listed below. • Quality Policy. • Security Guiding Principles. • Information Security Policy. • Clear Desk Policy. • Keyholder Policy. • Access Control Policy. • Information Classification Policy. • Data Protection Policy. • Network Access Control Policy. • Information Exchange Policy. • Password Policy. • Cryptographic Policy. • External Parties Access Control Policy. All the policies are reviewed throughout the year and recorded in the Audit Calendar.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Cinos has documented configuration and change management policies and processes, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v4 and the current ISO 20000 standard.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Cinos has a documented vulnerability management policy and process, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v4 and the current ISO 20000 and ISO 27001 standards. Where technically possible, real-time updates and status reports are identified and sourced from credible vendor sources, which cover a significant proportion of our asset population. For other systems and software, assigned personnel have responsibility for regularly reviewing technical forums and specialist groups to promptly identify and evaluate any emerging patches or updates which require our attention.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Following best practice from the National Cyber Security Centre, we protect platforms with enhanced protective monitoring services (SIEM), at the hypervisor level and below. The approach to protective monitoring continues to align with the Protective Monitoring Controls (PMC 1-12) outlined in CESG document GPG13 (Protective Monitoring for HMG ICT Systems). It includes checks on time sources, cross-boundary traffic, suspicious activities at a boundary, network connections and the status of backups, amongst many others. All alerts are immediately notified to the NOC for prompt investigation.
Incident management type
Supplier-defined controls
Incident management approach
Cinos has a documented incident management policy and process, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v4 and the current ISO 20000 and ISO 27001 standards. This activity is responsible for the progression of alerts generated by automated monitoring systems, issues identified by personnel, and incidents identified and reported. All incidents are promptly reported into a centralised ticketing system, which ensures that each is promptly assigned to an appropriate resource, and its progress tracked (and escalated, as required) through to resolution.

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 v3.0)

Public sector networks

Connection to public sector networks
Yes
Connected networks
  • Public Services Network (PSN)
  • NHS Network (N3)
  • Joint Academic Network (JANET)
  • Health and Social Care Network (HSCN)

Social Value

Fighting climate change

Fighting climate change

In the delivery of this Service, Cinos are committed to fighting the climate catastrophe. Our Environmental Management System (EMS) is accredited to ISO14001 aligning to processes and procedures managing the impact of business activities to increase sustainability including measure and management of carbon footprint and carbon reduction. To achieve net-zero carbon and decarbonisation of our supply-chain we are;
Only obtaining services, equipment and power from providers, manufacturers and vendors committed to environmental protection - Removing use of substances and processes that adversely affect the environment - Offsetting carbon emissions through Earthly which offsets carbon impact of the business through tree planting and forest protection - Using collaboration technologies to reduce physical travel and offset carbon emissions - Encouraging staff to cycle to work through, Cycle-to-Work scheme and secure storage - Recruiting locally and sourcing of local suppliers to reduce business travel requirements - Providing environmental training to influence behaviour in reducing waste and using resources efficiently - Designing and operating offices for maximum energy efficiency - Upgrading offices to HVAC, insulation, and other systems to reduce energy consumption and emissions - Removing diesel-powered vehicles, increasing use of electric or plug-in hybrid - Preventing technology from reaching landfill by safely decommissioning and recycling replaced hardware, refurbishing equipment for resale or donation - Alongside industry colleagues, identifying and driving better packaging behaviours and innovation within the industry, e.g. recycling pallets for Alpaca Houses - Participating in green initiatives supporting wider community e.g. working with the National Forest: https://www.cinos.net/our-company/going-green/ Cinos contributes towards our planting 2,022 tree target for every new project we are awarded.

Through the lifetime of your engagement with Cinos, all stakeholders will contribute to our Environmental Policy and the delivery of this Social Value theme. We engage with all stakeholders regularly to measure our performance and update environmental policy accordingly.
Covid-19 recovery

Covid-19 recovery

Available on request.
Tackling economic inequality

Tackling economic inequality

Available on request.
Equal opportunity

Equal opportunity

In the delivery of this Service, Cinos will deliver Equal Opportunity in line with the Social Value Model as follows;
As a Disability Confident employer, Cinos provide equality of opportunity for anyone with visible and/or non-visible disabilities. We ensure that our supply-chain share our values and disabled employees are fully-supported. Processes ensure we understand the issues affecting representation of disabled people in the workforce. We provide all speciality equipment for employees to fulfil their duties from any location so there are no barriers to any employee performing their role.
Cinos provide employment opportunities for all, regardless of gender, age, ethnic-origin, religion, sexual orientation, or disability. We promote the principles of equality and diversity in all dealings and hold Investors-in-People (Gold) and Living-Wage accreditations. We offer a range of accessible opportunities within our recruitment process with working-conditions promoting an inclusive working environment, including flexible and remote working. We’re committed to providing a working environment free from discrimination.
We support all employees in upskilling and progressing in their career with training budget allocated to every individual, alongside quarterly appraisals. Everyone has equal access career-development opportunities aligned to experience and ability. We take appropriate positive-action measures to provide specialised training and support for groups that are under-represented in taking-up training and career-development opportunities. Our apprenticeship program provides employment and training for candidates from local colleges and universities resulting in a job offer.
Cinos are committed to the avoidance of Modern-Slavery within our organisation and supply chains. We only work with suppliers who have embedded sustainable and ethical practices within their organisation; reporting in line with the UN Guiding Principles Framework and the Modern-Slavery Act and ensuring that our commitment to delivering social benefits and upholding human rights is disseminated through our Impact Report, Modern-Slavery Act statement and Sustainable Procurement Policy.
Wellbeing

Wellbeing

Available on request.

Pricing

Price
£0.00 a user
Discount for educational organisations
No
Free trial available
No

Service documents

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.