Ciptex RACE - Contact Centre Accelerator

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: Twilio Flex
Cloud deployment model: Public cloud
Service constraints: Only a WebRTC capable (Modern) web browser required. We carry out planned maintenance but provide 48 hours notice. For any emergency maintenance, we will provide as much as notice as possible, however it is best endeavours. Please refer to https://www.ciptex.com/legal/race-sla for further details.
System requirements: WebRTC Capable Web Browser (Such as Google Chrome)

Stable Internet Connection (for supporting voice calls)

Computer must meet minimum specifications for OS (Windows/Mac OSX)

Browser must be a stable release

Browser Configuration - Javascript must be enabled

Browser Configuration - Cookies must be enabled

Browser Configuration - localStorage must be enabled

Browser Configuration - Security protocol newer than TLS 1.1

User support

Email or online ticketing support: Email or online ticketing
Support response times: Lead times are dependent on priority of the issue, and are consistently available 24x7 (dependent on service times). Our response time SLA for priority issues is 1 hour as a maximum.
User can manage status and priority of support tickets: Yes
Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
Phone support: Yes
Phone support availability: 24 hours, 7 days a week
Web chat support: Web chat
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: Ciptex Support Webchat powered by Ciptex RACE has been tested with a number of screen readers and other assistive technologies and is in use by several charities providing services to those requiring Assistive Technologies
Onsite support: Yes, at extra cost
Support levels: We offer different levels of support, dependent on a client's needs. The cost of support provided is dependent on the solution provided, and the level of support needed. Our service desk is manned by a team of cloud support engineers who handle the queries.
Support available to third parties: Yes

Onboarding and offboarding

Getting started: Ciptex provide a full range of professional services to support full implementations of Twilio Flex and RACE.
We provide online training materials, How to videos and Tutorials for all elements of the service. All RACE deployments also come with a 3 hour train the trainer session included for Agent, Supervisor and Administration Roles.
Service documentation: Yes
Documentation formats: HTML
End-of-contract data extraction: Data can be extracted through our APIs or via CSV Export from Flex Insights.

Data extraction services can be provided by our team for additional costs.
End-of-contract process: Clients that wish to cancel/terminate their RACE service are obliged to provide a minimum 1-month advance notice of cancellation, to ensure cancellation occurs at the contract termination date, unless a future cancellation date is pre-agreed. A final bill for call charges and/or out-of-plan call charges will be sent in the subsequent month following service cancellation.

Using the service

Web browser interface: Yes
Supported browsers: Microsoft Edge

Chrome
Application to install: No
Designed for use on mobile devices: Yes
Differences between the mobile and desktop service: Ciptex Race is a contact centre platform that is responsive for all sized screens. Several Mobile Apps are available to compliment the service such as the RACE Kiosk one-click video chat application.
Service interface: Yes
User support accessibility: WCAG 2.1 AA or EN 301 549
Description of service interface: Complete control - build your solution to fit your needs, not the other way around.

The Modern Web Interface is customised through plugins from our marketplace to tailor the experience for your agents weather that be screen pops in your CRM or something else.

Tasks (Voice, Video, Webchat, SMS, Whatsapp etc) for your agents come in on the left hand side of the screen and are queued ready for your agents to accept. The middle of the screen presents information about the current task. The Right hand pane ca n provide your CRM Record.
Accessibility standards: WCAG 2.1 AA or EN 301 549
Accessibility testing: Testing by Twilio has been conducted using a number of assistive technologies.
API: Yes
What users can and can't do using the API: Unlimited numbers of users can be setup through the API. Everything in RACE is powered by APIs which are open for Changing IVRs, Creating Outbound Calls, Send Whatsapp Messages, Sending SMS, Taking Payments. SDKs are available in C#, Java, Node.js, PHP, Pyhon, Ruby, Javascript.
API documentation: Yes
API documentation formats: HTML
API sandbox or test environment: Yes
Customisation available: Yes
Description of customisation: Agent interface can be customised using React Plugins to add additional functionality. Plugins can be loaded into the platform to make HTTPS requests and add and remove functionality or customise the entire agent experience.

IVRs, Webchat and Chatbots can be customised to make HTTPS requests and decisions based on information provided to tailor the user journey in the way you would like.

Scaling

Independence of resources: Multi-tenancy is a fundamental design principle that decreases costs and increases scalability.
With a true multi-tenant platform, many customers benefit from access to an enormous resource pool, while operating completely independently of each other. Ciptex RACE is powered by the Twilio Super Network which gives you the benefits of our large-scale infrastructure. For example, our architecture maintains per-tenant isolation for resources such as queues, databases, bandwidth and the API. Pertinent API throttles and traffic handling queues allow customers to burst their traffic at any point, while ensuring other customers on the platform continue to operate normally.

Analytics

Service usage metrics: Yes
Metrics types: Ciptex RACE Insights provides insight into conversations between agents and customers. Out-of-the-box and custom data views let you drill down from top-level KPIs to individual conversation segments.

Insights also gives Agents, Team Leaders, and Supervisors the ability to assess conversations and provide feedback on performance.

KPI Dashboards let you build simple, device-responsive overviews of the critical measures in your contact center. You can also set alerts for KPI metrics to get notifications when thresholds are breached. This setup allows you to act only when your attention is needed, saving you time on regularly checking for updates.
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: Twilio

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

European Economic Area (EEA)

Other locations
User control over data storage and processing locations: No
Datacentre security standards: Managed by a third party
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

Scale, obfuscating techniques, or data storage sharding
Data sanitisation process: Yes
Data sanitisation type: Explicit overwriting of storage before reallocation

Deleted data can’t be directly accessed
Equipment disposal approach: A third-party destruction service

Data importing and exporting

Data export approach: Data can be exported either in real time or historically via the RACE API.
Data export formats: CSV

Other
Other data export formats: JSON
Data import formats: CSV

Other
Other data import formats: JSON

Data-in-transit protection

Data protection between buyer and supplier networks: Private network or public sector network

TLS (version 1.2 or above)
Data protection within supplier network: TLS (version 1.2 or above)

IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability: Ciptex Ltd warrants that the Services will (excluding any period of Force Majeure and Maintenance) have an Uptime Percentage of not less than 99.9% of every calendar month.

For our Full Service SLA see https://www.ciptex.com/legal/race-sla
Approach to resilience: Twilio is comprised of many software services that together make up the overall Twilio functionality. These are called “decoupled systems” because they behave independently of each other, allowing engineers to architect and operate each system independently to meet specific performance benchmarks. Between systems, queues buffer communications to maximise independent scaling. For example, online processing and batch asynchronous billing systems are decoupled by queues to provide maximum robustness.

Twilio maintains application infrastructure and carrier connectivity that are two orders of magnitude in excess of anticipated demand at all times. Our systems automatically detect changes in traffic patterns and our real-time orchestration systems can provision additional capacity on the fly. Twilio’s software infrastructure enables us to over provision processing resources to handle spikes in customer traffic at any time, day or night.

We believe in keeping databases as small and as specialised as possible. To that end, we operate many database clusters to store data associated with the Twilio service, partitioning data by data type to minimise scaling dependencies between different systems. By keeping databases small and specialised, we can optimise each database cluster for the data size and access patterns of that particular datasets, maximising throughput to meet peak volume needs.
Outage reporting: Notification of outages and scheduled maintenance are reported primarily by status page updates, that customers can subscribe to. Dependent upon the nature of the outage or scheduled maintenance, notifications are also provided by phone call and email too.

Identity and authentication

User authentication needed: Yes
User authentication: 2-factor authentication

Identity federation with existing provider (for example Google Apps)
Access restrictions in management interfaces and support channels: User access control permissions
Multi-tenancy
Supervisor access
Segmentation of data
Access restriction testing frequency: At least every 6 months
Management access authentication: 2-factor authentication

Public key authentication (including by TLS client certificate)

Identity federation with existing provider (for example Google Apps)

Username or password

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: 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 1 month and 6 months

Standards and certifications

ISO/IEC 27001 certification: Yes
Who accredited the ISO/IEC 27001: IMSM
ISO/IEC 27001 accreditation date: 14/08/2023
What the ISO/IEC 27001 doesn’t cover: Not applicable
ISO 28000:2007 certification: No
CSA STAR certification: No
PCI certification: Yes
Who accredited the PCI DSS certification: Securious
PCI DSS accreditation date: 15/12/2023
What the PCI DSS doesn’t cover: Ciptex is covered for operator-assisted and unassisted payments over the contact centre platform, when used in conjunction with our One Payment Cloud secure service.
Cyber essentials: Yes
Cyber essentials plus: No
Other security certifications: Yes
Any other security certifications: SOC 2 (Service Organization Control 2)

HIPAA (Health Insurance Portability and Accountability Act)

GDPR (General Data Protection Regulation)

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 conform to the ISO27001 Standard. We have a nominated CISO who reports directly to the board of directors.

IT Security Policy
Secure Development Engineering Policy
Acceptable Use Policy
Business Continuity Process
BYOD Policy
Audit Policy

We are regularly audited by an independent consultant.

Operational security

Configuration and change management standard: Supplier-defined controls
Configuration and change management approach: We work closely with the software vendor to ensure effective change management. Any service updates or similar updates are scheduled in conjunction with the client. Standard patching occurs outside of UK standard business operational hours. Patching occurs initially in our test environment, (a mirrored version of our live environment), and fully tested against supplier-defined criteria prior to being submitted to the live platform environment. Clients can be granted access to the test environment to run their own tests, to ensure any changes will not affect their specific configurations. We work closely with our clients to maintain optimal operations.
Vulnerability management type: Supplier-defined controls
Vulnerability management approach: Ciptex engineers, together with our suppliers diligently monitor all potential threats to Ciptex RACE. Our engineers subscribe to all relevant security bulletins and are very active in the cyber security community. Following a potential breach, we actively Fully assess the threat level and potential impact on service. Prioritise rapid deployment of security patching to ensure prompt resolution. We work closely with other agencies to ensure that the security of the platform is meeting with Government-approved standards.
Protective monitoring type: Supplier-defined controls
Protective monitoring approach: We digest many sources of potential vulnerabilities for product and infrastructure, including: (i) code scans; (ii) network scans; (iii) penetration tests; (iv) threat intel; and (v) QA testing. All of these sources feed into ticketing processes for validation, risk-ranking, assignment, and tracking. We investigate and respond as necessary to any incidents or potential compromises immediately.
Incident management type: Supplier-defined controls
Incident management approach: Level 3 engineers alerted Proactive customer notifications, with 30-minute email updates to customers. Depending on the nature of the incident and its threat assessment, notification will be available in the portal. Tickets replied to in standard SLA times. Our escalation process includes director level contacts including suppliers.

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
Covid-19 recovery
Tackling economic inequality
Equal opportunity
Wellbeing

Fighting climate change

Twilio's cloud-based communication platform enables remote work and virtual collaboration, reducing the need for extensive travel and commuting. By facilitating remote communication, Twilio helps organisations minimise their carbon footprint and overall environmental impact.

Covid-19 recovery

During the Covid-19 pandemic, Twilio's communication tools have been instrumental in enabling remote work, virtual events, telehealth services, and contactless customer interactions. Twilio's solutions have supported businesses and organisations in adapting to new challenges and maintaining operations during lockdowns and social distancing measures.

Tackling economic inequality

Twilio's accessible and scalable communication solutions can empower businesses of all sizes, including startups and SMEs, to compete on a level playing field. By providing affordable and flexible communication tools, Twilio helps democratise access to technology and opportunities, thereby contributing to reducing economic inequality.

Equal opportunity

Ciptex's diverse workforce and commitment to inclusion and diversity initiatives promote equal opportunity within the company. Additionally, Twilio's communication tools can help organizations enhance accessibility, reach underserved communities, and bridge communication gaps, thus fostering equal opportunities for participation and engagement

Wellbeing

Twilio's communication platform supports various applications in healthcare, mental health support, crisis intervention, and community outreach. By enabling secure and reliable communication between individuals, healthcare providers, and support organizations, Twilio helps promote overall wellbeing and access to essential services, particularly in times of crisis or need.

Pricing

Price: £0.64 to £1.00 a user an hour
Discount for educational organisations: No
Free trial available: Yes
Description of free trial: 5,000 free hours of Twilio Flex available.
Link to free trial: https://ciptex.com/company/contact-us

Ciptex RACE - Contact Centre Accelerator

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

Ciptex RACE - Contact Centre Accelerator

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