GAMMA NETWORK SOLUTIONS LIMITED

Omni-Channel Contact Centre

Omni Channel Cloud Contact Centre- agent level access to full suite of Cirrus CCaaS channels, including Voice, Email, SMS, Webchat and Social Media. Integrated with MS Teams, PCI-DSS compliant payments, Workforce Management, PBX and CRM integration, Call Recording, Artificial Intelligence (AI), Bots, IVR, ACD, Voice Biometrics, real-time and historical performance.

Features

• Certified PCI-DSS compliant payment service
• Single pane of glass across all services
• Channels for Voice, Video, Email, SMS, Webchat and Social Media
• Teams integrated Cloud Contact Centre
• Rules-based intents engine automatically categorises interactions
• Queue and deliver interactions based on current SLA
• Supports knowledgebase and response templates
• Intelligent dynamic routing based on time-of-day and occupancy levels
• Conversations tagging to identify contact reasons and outcome trend analysis
• Integrated customer satisfaction surveys built-in.

Benefits

• Reduce cost-per-contact through handling multiple customer requests simultaneously
• Process payments in a PCI-DSS compliant way
• Enhanced end-user experience through offering wide range of channel choice
• Seamlessly manage conversations/end-user issues as they channel-swap
• Resolve problems faster and avoid losing customers to competitors
• Offer chats at right time based on users website journey
• Always connected: customers can send messages from preferred channel
• Increase overall engagement rates and boost sales
• Utilise current UC platform- Teams, Horizon, or existing PBX
• Maximise agent productivity utilising Artificial Intelligence (AI) bots

£71.25 a licence

• Education pricing available

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 gcloud@gamma.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

182742600270937

Contact

Public Sector Sales Team
0333 043 7330
gcloud@gamma.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: Gamma's UCaaS services (Horizon, Operator Connect, CloudUCX)
• Cloud deployment model:
  • Public cloud
  • Hybrid cloud
• Service constraints: No
• System requirements:
  • Business grade internet connection
  • Internet browser

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Gamma's Service Desk is 24x7 and any emails or online tickets are handled as per the below SLA.; General Questions are classified as a severity 4 and have an update SLA of 48 hours.; However, other severity classifications have a response time as per below:; Severity 0 -30 min; Severity 1 -60 min; Severity 2 -4 hours; Severity 3 -12 hours
• 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: No
• Onsite support: Yes, at extra cost
• Support levels: Gamma provides one level of support for all Contact Centre customers 24x7x365 - included free of charge as part of the service charge. The following service levels apply with target resolution times:; ; Critical Fault - Loss of service. Multiple services affected - 4 Clock Hours; High - Loss of service - single service - 8 Clock Hours; Medium - Disrupted service - 3 Working Days; Low - Single number destinations or Quality of Service - 7 working days; ; Service availability for Omni Channel Contact Centre service is 99.999% for core service. ; ; We provide Service Desk and Account Management Teams. Support engineers answer the phones in the Gamma Service Desk and perform first stage fault analysis. If they are unable to resolve the incident will be escalated to Tier 2 and Tier 3 engineers.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide a fully managed implementation service designed to migrate customers from legacy solutions to the Contact Centre platform. We have a unique training and knowledge transfer process, '30, 60, 90'. You can find more details in our Service Definition document accompanying this listing.
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats: .doc
• End-of-contract data extraction: The customer will need to extract any customer generated statistics and data from the platform, all data not already transferred over to the customer will be transferred VIA SFTP to a nominated location. There is a per GB cost for the transfer, please refer to your pricing calculator for the transfer costs, Cirrus will confirm the file size once notice has been received.; All remaining customer data will be destroyed will be following a 28 day data extraction period.
• End-of-contract process: Gamma provides a simple and quick exit process for customers. Additional costs are related to data extraction, if there is any remaining data on the Cirrus platform. Customers can give notice in accordance with the terms in the contract.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: The service is available entirely through a web-browser – regardless of user role (agent, supervisor, administrator) – and can be accessed anywhere with an appropriate internet connection. Our browser-based administration portal allows those with the appropriate permissions to make changes to the service in real-time from any internet-enabled location. We have ensured that a wealth of detail is provided directly within the service's browser-based interface, enabling quick and easy reference for administrative tasks, regardless of complexity.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: The proposed Contact Centre platform is under continual development to insure inclusivity and accessibility for all Contact Centre staff. We are committed to WCAG accreditation and are currently in the Auditing process with an external WCAG verifier against version 2.1 guidelines to AA standard.
• API: Yes
• What users can and can't do using the API: We provide RESTful APIs based on open API standards, allowing for a wide range of operations to control and manage the platform. It also allows users to configure remote API calls within the platform, allowing customers to pull information on demand from other third party systems. Variable data can be stored and manipulated within the platform allowing customers to implement complex business process.; API access and security can be configured via the Contact Centre portal.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Each Agent widget can be customised both functionally and aesthetically, with a multitude of configuration options available for each individual widget instance utilising nothing more than the inherent capabilities of a modern desktop browser; vital when supporting users with special assistive needs such as those with visual impairments.; ; The Advisor and Supervisor interfaces are completely customisable, and a bespoke configuration is created for each customer, which can be different right down to each individual if needed, but typically is tailored to each service team.

Scaling

• Independence of resources: Our network has been designed to provide multi-tenanted elasticity in relation to both computational and storage-based expansion across our entire customer network. Our triple-datacentre voice architecture enables load-balancing across all active application clusters in a way that supports exponential scale in demand.

Analytics

• Service usage metrics: Yes
• Metrics types: Volume of all conversations Conversations open, resolved. Dispositions and tags. CSAT ratings Agent/team performance.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

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

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: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Other
• Other data at rest protection approach: AES-256 Encyption
• 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 is available via online portal download
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Excel
  • HTML
  • PDF
  • WAV
  • MP3
  • REST-based API
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • WAV
  • REST-based API

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: Data travels via TLS 1.2 or above, at rest in encrypted with AES-256. Any access requires authentication.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Other
• Other protection within supplier network: Data is transited between data centres via private backbone links.

Availability and resilience

• Guaranteed availability: 99.999%. We have a service level agreement in place and a service credit regime in the event that we do mot meet or surpass or uptime metrics.
• Approach to resilience: We have described our cloud architecture and how we set it up to achieve maximum resiliency for all of our customers in the Service Definition document accompanying this listing.
• Outage reporting: Dashboards, Email, SMS and Voice IVR alerts where the circumstance require.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Username or password
  • Other
• Other user authentication: Users log in to our web-based UI with a simple username and password, providing inherent capability for Users to work outside of the office as a true home / remote working solution.
• Access restrictions in management interfaces and support channels: Cirrus administers roles based access for all of our services.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Username or password
  • Other
• Description of management access authentication: Managers log in to our web-based UI with a simple username and password, providing inherent capability for Managers to work outside of the office as a true home / remote working solution.

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: User-defined
• 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: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Alcumus ISOQAR
• ISO/IEC 27001 accreditation date: 30/09/2024
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: BCH Bristol
• PCI DSS accreditation date: 01/12/2021
• What the PCI DSS doesn’t cover: N/A
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications: ISO22301

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; Cyber Essentials Plus
• Information security policies and processes: We are ISO 27001 accredited and we have information security policies and processes in place across the organisation. Our reporting structure is as follows:; ; 1. The Directors have approved all processes and policies; 2. Overall responsibility for Information Security rests with the ISMS Manager; 3. All employees or agents acting on the Company’s behalf have a duty to safeguard assets, including locations, hardware, software, systems or information, in their care and to report any suspected breach in security without delay, direct to the Operations Director and/or the ISMS Manager.

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: The configuration management processes are part of the overall Service Asset and Configuration Management process. Our Configuration Items (CIs) include hardware, software, buildings, people and formal documentation and the relevant information is managed throughout the lifecycle. The processes for doing this are clearly documented, for example Change Control processes.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: • External vulnerability scans (frequency); Quarterly; ; • Internal vulnerability scans; Yes; ; • External Penetration Test (frequency); Annual Penetration testing is conducted on the network perimeter and infrastructure, and websites used to host, process or transmit client Data as part of the Cyber Essentials Plus certification; ; • Internal Penetration Test; Yes; ; Our database is monitored and reviewed to determine required security related patches.; ; We use an industry accredited Anti-Virus, updates are minimum once daily.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: The service is monitored 24 hours a day using Zabbix, Grafana and bespoke software which collects various statistics from servers, applications, and devices. Any potential compromises are immediately alerted via email and SMS to the security team. Response time and rates are specific to the nature of the potential compromise, for example, a user failing authentication 3 times in under 5 minutes would be treated differently to a user failing authentication 50 times in under 60 seconds.
• Incident management type: Supplier-defined controls
• Incident management approach: Gamma has an Incident Management process which has numerous pre-defined sub groups of staff designated for particular products or scenarios. It can be initiated by any member of staff and is managed by the 24/7 Network Operations Centre (NOC). Any incident is reported by the customer to the Service Desk, it is recorded in a customer relationship management tool (CRM) and an Incident report is produced after root cause analysis has taken place. Any Incident reports are made available to end users via pdf.

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:
  • Joint Academic Network (JANET)
  • 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

  Understanding environmental impact ; Gamma recognises the increasing risk climate change poses to our planet. Although Gamma as a service business has a lower impact on the environment than many other businesses and many of its services have a positive impact by reducing the need for travel, Gamma understands that we have a responsibility to act. ; ; We adopted the UN Sustainable Development Goals (SDGs), including Goal 13 (Take urgent action to combat climate change and its impacts). ; In 2021, Gamma set its baseline energy and carbon emissions data which will be used to support future emissions reduction targets, this was used to formulate Gamma's ambition by committing to becoming a carbon net-zero company by 2042.; ; Furthermore, we set near and long-term Company-wide emission reductions in line with climate science with the Science Based Target initiative (SBTi) and Gamma will seek validation of its target within the SBTi timeframe of 24 months from commitment. ; We have constructed a plan over five, four-year carbon emissions reduction periods, ensuring the Company’s efforts are consistent with the need to decarbonise the wider economy. ; ; Taking climate action; Gamma has held ’Certified Carbon Neutral Company’ status since 2006. The offsetting projects supporting the UN SDGs include:; • Acre Amazonian Rainforest Conservation Project-(Brazil) ; • Meru and Nanyuki Community Reforestation Programme-(Kenya) ; • Improved Water Infrastructure Project-(Uganda); ; Gamma is ISO14001 certified. ; ; Reducing energy consumption; Energy and carbon reduction is the priority in implementing a science-based net-zero plan. Initiatives include:; • Ongoing emissions reduction projects. ; • Moving Gamma's small fleet of cars/vans over to self-gen hybrids is ongoing, with completion expected in 2023. Gamma will switch over to electric vehicles prior to 2030 in line with the reduction activities.; • Improve the energy efficiency of data centres and its technology. ; • Optimise its heating, ventilation and air-conditioning in key data centres.

  Covid-19 recovery

  Gamma Support and Recovery Packages; Gamma’s commitment and loyalty to customers has never been more evident than in its response to the global pandemic. Quick to react and first out of the blocks, Gamma developed two robust packages to help businesses weather the Covid-19 storm. ; ; The Gamma Support Package launched on 1st April 2020, with a raft of immediate measures to assist partners and their end-customers. We looked at specific ways we could help secure new business, including introducing new 30-day rolling contracts for our UC propositions: Horizon, Collaborate and Microsoft Teams Direct Routing.; ; As the nation began to emerge from lockdown and get back to business, Gamma was on the front foot and launched a Recovery Package, to provide the tools to continue to address the changing needs of businesses and the ‘new normal’. This was built to specifically support our partners and help them to identify new opportunities and also to support them in the event of the loss of end-customer businesses that sadly do not weather this period of economic hardship. ; ; Unlike other packages and in-line with Gamma's 'easy to do business with' fashion, the measures outlined in both Packages were designed to be delivered automatically, this ensured an easy, autonomous way without unnecessary bureaucracy or terms and conditions getting in the way. ; ; Collaborate Offer; As technology requirements changed overnight with many people forced to work from home, getting Gamma’s Horizon Collaborate product enabled for end-users was an urgent requirement. We started by offering our business-only cloud based Unified Communications solution free of charge for 4 months. We worked with our customers to enable this through delivering over 300 hours of training and support in 3 months. This included revamping our accreditation process to be able to deliver it online.

  Tackling economic inequality

  As part of the social plan within Gamma’s ESG strategy, the Company committed to supporting the communities in which it is based and enhancing its charitable giving plan. ; ; Supporting the UN SDG 8: Decent work and economic growth, Gamma’s technology teams provide remote Hi-Tech Horizons sessions through an initiative run by the Education Business Partnership. The initiative aims to engage and inspire the future workforce, raising awareness of the hi-tech sector and the opportunities available.; Additionally, Gamma has partnered with Speakers for Schools to deliver STEM insight to pupils in the North-West of England during Virtual Work Experience week in April, and Digital Careers in September. Gamma has a range of colleagues that volunteer to support these events to inspire students and provide them with a wider perspective on what their options are for their future careers and opportunities.; ; Working in the communities in which the Company operate, Gamma Direct has worked with local authorities in the Manchester and Portsmouth areas to support their efforts in tackling digital poverty, address emerging skills gaps and prepare young people for the world of work in addition to providing employment. ; ; Gamma is committed to maintaining these relationships as well as building new ones and the Company will endeavour to contribute to the UN SDG 10: Reduced Inequalities through the extension of initiatives.; ; We continue to invest in our Apprenticeship programme to gain valuable work experience, to continue their education and to obtain nationally recognised qualifications. ; ; Also, Gamma has been working closely with the Graduate Recruitment Bureau to onboard graduates . The aim of the programme is to offer graduates experience of four different areas of technology across a two-year period. Gamma guarantees the graduate a permanent position at the end of successfully completing the programme.

  Equal opportunity

  Gamma adopted the following UN Sustainable Development Goals and considers all within the ESG Strategy in its policy.; • Goal 5: Achieve gender equality and empower all women and girls; • Goal 8: Promote sustained, inclusive and sustainable economic growth, full and productive employment and decent work for all; • Goal 10: Reduce inequality within and among countries; ; Gamma will be focusing on Equality, Diversity and Inclusion. we partnered with ENEI (Employers Network for Equality and Inclusion) to complete a benchmarking exercise to understand the gaps and strengths in its current approach. The exercise will focus on key areas such as Gamma’s workforce, strategy, leadership and accountability, recruitment and attraction, training and development and other employment practices. The outcomes will be used to set the ED&I strategy moving forward. ; ; As part of Gamma’s goal to impact and inspire young people the Company has formally partnered with Speakers for Schools and is designing a nationwide programme to support young people with understanding the technology industry, raising their confidence levels, mentoring and providing opportunities for work experience. ; ; Gamma is also targeting talent communities internally and externally. Internally, the Company will be creating employee communities, to strengthen inclusion and belonging. In 2021, we joined the Disability Confident scheme. ; ; Externally, its Recruitment team has started to build networks to broaden the Company’s connections with specific groups, focusing on Women in Technology, apprenticeships, and other underrepresented groups. This will include participation in hosted events and the creation of targeted recruitment campaigns to attract a more diverse talent pool. Gamma’s Senior Leadership Team has committed that all senior roles at Gamma must have a diverse shortlist and Gamma will ensure its partners in executive search are working to deliver this.

  Wellbeing

  At Gamma we have an internal wellbeing programme that was launched in April 2020. The programme promotes health, happiness, and productivity by providing access for our employees and their families to resources, support, and guidance to be healthy in body and mind, to be supportive to others, and to enable people to be at their best.; ; Our wellbeing initiative enables us to have an open and supportive culture for our employees mental and physical wellbeing.; ; Gamma has 22 qualified Mental Health First Aiders working on a rota system across all office locations, sign posting to external organisations where applicable and offering ‘in-house’ and ‘bite-sized’ training on topics such as managing remotely, dealing with stress, and work-life balance. The Employee Assistance Programme has provided employees with access to online information and advice.; ; Our Wellness Week aims at raising awareness of important topics related to wellness kicking off with a different theme for each day providing daily tips and advice in overcoming daily challenges, themes included healthy minds and mindfulness, nutrition, mental health, Employee Assistance Programme and 'Feel Good Friday'. ; ; Financial wellbeing is also important to Gamma’s employees and the Company offers a salary sacrifice pension scheme, life assurance and income protection. Gamma offers a reward package which includes: the government cycle to work scheme, childcare vouchers, electric car scheme as well as access to private medical care. The flexible holiday trading package offers employees the opportunity to purchase additional holidays or sell back holidays, with additional trading windows open during the pandemic. Gamma has also partnered with Reward Gateway to offer staff a variety of discounts from retail outlets and access to health and fitness discounts including gym memberships, saving employees over £40k. Gamma offers enhanced adoption, maternity and paternity pay and shared parental leave.

Pricing

• Price: £71.25 a licence
• Discount for educational organisations: Yes
• 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 gcloud@gamma.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.