CW Squared Ltd

Contact Centre as a Service (CCaaS)/Unified Communications as a Service (UCaaS)

Unified Communications and Contact Centre services delivering an omnichannel cloud communications solution including telephony, webchat, video, email, IM, conference calls, collaboration, online meetings; call recording, customer journey reporting, speech analytics & workforce management. Plus Intelligent Virtual Agents, Conversational AI, Voice Biometrics and PCI Payments

Features

  • Contact centre: multi-channel, single platform. Skills-based routing. Multilingual.
  • Customer journey analytics, customer relationship management
  • Call recording, screen capture, speech recognition, data stored in UK
  • Quality management: real-time dashboard reporting, agent scoring, screen recording
  • Workforce management: scheduling, forecasting, holiday planning, shift pattern, supervision tools
  • Unified Communications accessible via desktop application, mobile app, online dashboard
  • Unified messaging via e-mail, web/online chat, Instant Messaging (IM)
  • Collaboration via online meetings, video chat/video calls/video conferencing
  • Platform interoperability including Google, Office 365, Salesforce, Skype for Business
  • Auto-attendant and unified voicemail management, voicemail-to-email

Benefits

  • Immediate ROI: rapid deployment. Savings of 40% versus traditional solutions
  • Distributed workforces can interact as one unified organisation
  • Reduce costs, improve contact centre uptime, productivity; no upgrade downtime
  • CCaaS: unify a distributed workforce, with cloud-based, agile working/ homeworking
  • Low-cost: single-view reporting; flexible: cloud-based, usable on any phone endpoint
  • Scalable with limitless capacity. Can use existing contact centre hardware
  • Unified Communications: enables digital transformation; agile, flexible working, and homeworking
  • Fosters cultural change: seamless user-controlled movement between phones and softphones
  • Unified Communications means lower management overheads: reduced support/maintenance costs
  • CW Squared has specialist vertical market Unified Communications teams

Pricing

£6.28 a user a month

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 public.sector@cw-squared.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 8 2 6 9 7 5 5 8 6 3 1 2 8 4

Contact

CW Squared Ltd Public Sector team
Telephone: 020 7167 4349
Email: public.sector@cw-squared.co.uk

Service scope

Software add-on or extension
No
Cloud deployment model
  • Public cloud
  • Private cloud
  • Hybrid cloud
Service constraints
There are no maintenance windows and support is 24/7. Hardware needs to meet the minimum requirements below. There are no limitations in scale, everything is scaled virtually from the user point of view.
System requirements
  • Internet connected device with a browser (Google Chrome preferred)
  • Windows 10+/macOS 10.14+/Linux 64bit (Debian9/Red Hat 8 based)/Chrome8
  • Intel i5/AMD Ryzen 5 or better
  • Recommended 8GB RAM
  • USB headsets (if using softphone or WebRTC)

User support

Email or online ticketing support
Email or online ticketing
Support response times
Severity1: The problem causes an outage (client or back-end) so that it is completely unavailable.

Initial Response Time Goal: 15 minutes

Severity2: The problem causes a disruption of service (client or back-end) but does not disrupt critical functions. No acceptable workaround is available.

Initial Response Time Goal: 60 minutes

Severity3: The problem causes degradation to a service (client or back-end) but does not disrupt critical functions. An acceptable (by the client) workaround is available until the problem is corrected.

Initial Response Time Goal: One business day

Severity4: any other non-critical or non-serious problem

Initial Response Time Goal: Two business days
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
Yes, at an extra cost
Web chat support availability
24 hours, 7 days a week
Web chat support accessibility standard
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
We have assessed our web chat against GDS standards via a dedicated accessibility testing report.
Onsite support
Yes, at extra cost
Support levels
We provide 24/7 support via phone and web portal in addition to an online knowledge base with documentation, videos and other support resources.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
All solutions are deployed by our fully trained technical services engineers (TSE) who will manage the deployment project from start to finish. The TSE will provide onsite and / or remote training supported by documentation and knowledge base articles held on the support desk portal.
Service documentation
Yes
Documentation formats
HTML
End-of-contract data extraction
The solution has simple data download processes built into the interface. Therefore, a user with sufficient admin permissions will be able to extract the client data when the contract ends. If necessary, the support team can upload the requested data to a secure FTP service chosen by the buyer.
End-of-contract process
At the end of the contract the buyer's recordings and data can be uploaded to a secure FTP site of the buyers choosing.
Once the buyer has confirmed receipt the buyer's system will be securely purged of all software and associated data.

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
  • MacOS
  • Windows
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
A purpose-built mobile agent application is available for use on iOS and Android mobile, tablet or smart watch devices. Compared to a desktop service, the mobile application functionality is more limited in terms of functionality, for example, it only currently supports voice engagement.
Service interface
Yes
User support accessibility
WCAG 2.1 AA or EN 301 549
Description of service interface
Browser based console to allow user management, config, etc.
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
Our solution has received a WCAG2.1 certificate from a third-party accessibility expert.
API
Yes
What users can and can't do using the API
Our solution is an open and integration-rich platform with a wide set of APIs for custom development and offers a RESTful API that allows developers to access key data and documentation in order to interface easily with other vendors and systems.
APIs:
Are based on RESTful principles.
Are secured by OAuth 2.0.
Provide JSON messages, search, pagination, sorting, and filtering.
Use predictable, resource-oriented URLs, built-in capabilities for passing parameters and authentication.
Respond with standard HTTP response codes to show errors.
API documentation
Yes
API documentation formats
HTML
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Our web application is a single point of administration that allows administrators to customise all elements of the solution including account management, user management, number management, system-wide preferences, user interfaces, IVR scripting, orchestration and routing, contact flows, teams and ring groups, announcements, contacts, feedback surveys, recording preferences and retention, quality management, workforce management, performance management, AI conversational design, digital engagement branding, AI intents, integrations, knowledge base and response templates.
We provide the ability to assign each user a role that governs access to data and functionality per application using predefined or custom custom roles to manage access according to your business needs.

Scaling

Independence of resources
Our solution is built with a microservices API-first architecture with multiple component services that are deployed independently without compromising the integrity of an application. This provides superior scalability.

Analytics

Service usage metrics
Yes
Metrics types
Monthly summary call statistics and spending is sent via email to nominated users. CDR extracts can be emailed or uploaded daily to secure FTP if required.
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
8x8, ConnexOne, Dialpad, Five9, Microsoft, Talkdesk, Vonage, Zoom

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
  • 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 once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • 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
Data exports can be done manually through the service interface by users with sufficient security privileges. The exported data will be provided in comma delimited csv format. Any call recordings will be provided in mp3 format.
Data export formats
  • CSV
  • Other
Other data export formats
  • JSON
  • MP3
Data import formats
  • CSV
  • Other
Other data import formats
  • JSON
  • WAV

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
We provide a 100% uptime SLA for Advanced licensed users
Approach to resilience
Our solution is built with a microservices API-first architecture with multiple component services that are deployed independently without compromising the integrity of an application. This translates to higher reliability and enables zero-downtime
maintenance. Microservices enable faster innovation, continuous delivery and superior scalability.We offer a 100% uptime SLA and readily publish our platform status.

Our global low latency architecture ensures that each call travels the most direct route through regional communication nodes and minimises dropped packets, jitter, and delay and is backed by industry-leading MOS scores (4.37).

The solution has ISO 22301 certification for Business Continuity Management. The Infrastructure and Operations team is available 24/7 to oversee our automated backup plan should an unforeseen event occur.
Outage reporting
Any outages are reported via email alerts, plus a realtime public dashboard

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels
Each user us assigned a role that governs access to the system's applications. Predefined roles (agent, supervisor or administrator) or custom roles can be configured.

The permissions on roles are CRUD-based (Create, Read, Update, Delete), and customers can determine which of these options to enable for each permission on a role.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • 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
At least 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
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
Lloyds Register EMEA
ISO/IEC 27001 accreditation date
20/08/2021
What the ISO/IEC 27001 doesn’t cover
Certification covers all services
ISO 28000:2007 certification
No
CSA STAR certification
Yes
CSA STAR accreditation date
25/03/2022
CSA STAR certification level
Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover
This certification covers all services
PCI certification
Yes
Who accredited the PCI DSS certification
S21sec Gestión, S.A.
PCI DSS accreditation date
15/12/2021
What the PCI DSS doesn’t cover
Only certified for payment processing
Cyber essentials
Yes
Cyber essentials plus
No
Other security certifications
Yes
Any other security certifications
  • SOC2 Type II
  • SOC3
  • EU-US and Swiss-US Privacy Shield
  • ISO22301
  • PCI-DSS AoC

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
ISO27701 - (PIMS - Privacy Information Management System)
GDPR

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
For Change Management we use a secure SDLC (Software Development Life Cycle). This includes:
Peer code review
QA testing
Security testing (covering mainly OWASP)
Recurrent training to developers on Secure Coding.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
We maintain a Vulnerability Management program as part of our Information Security Risk and Management Policy. The Engineering Security team continuously monitors our environments for system vulnerabilities and performs scanning on a recurring basis in accordance with our policy, using several different methods (SAST, DAST, pentest activities, responsible disclosure, vulnerability scanning, etc.) and classifies them based on the Common Vulnerability Scoring System (CVSS). For critical vulnerabilities (CVSS score of 9.0 to 10.0), our SLA to resolve is 5 days.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Our Network Security Policy covers protective monitoring with our engineering security team monitoring the cloud and network infrastructure. We use Access Control Lists (ACLs), security groups, subnet segregation. We also have web application firewalls (WAFs), Host Intrusion Detection Systems (HIDS), DDoS protections, and firewalls in place to protect our production network.

Customers access Guardian, an AI-driven cloud compliance solution to help mitigate the risk of a distributed workforce, including insider threats, negligence, and system performance issues.
Incident management type
Supplier-defined controls
Incident management approach
We have a rigorous incident management policy and procedures for events and incidents that may affect the confidentiality, integrity or availability of systems or data or that may be a breach of Talkdesk policies and controls.

Incidents are classified based on their severity and impact on customers and business operations.

This policy covers four stages of the life cycle: detection, triage, containment, and post-incident. Each phase has its well defined goals, some major guidelines and who is responsible for each action.

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
No

Social Value

Fighting climate change

Fighting climate change

Our service allows you to reduce you carbon footprint by optimising your use of compute power and storage space. No longer do you need to keep an army of servers in a data centre, scaled for your peak load and converting power into heat when they aren't needed. Cloud services can be elastically scaled, so you're using less power at times of low load. Running applications in the cloud can reduce your carbon footprint by 88% compared to running your own enterprise data centre. Our recommended cloud providers are signatories of The Climate Pledge who are committed to reaching net zero carbon by 2040, 10 years ahead of the Paris Agreement.
Covid-19 recovery

Covid-19 recovery

Our cloud communications services aid COVID-19 recovery by allowing people to work flexibly anywhere in the UK (or the world). This means that staff who may be concerned about returning to mass transit can work from a location that is convenient to them, such as from home or a local shared workspace.

Pricing

Price
£6.28 a user a month
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 public.sector@cw-squared.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.