Charterhouse Voice & Data

Fusion - Cirrus Connect Contact Centre

'Elevate public engagement with Cirrus's contact centre: AI-enhanced, omnichannel solutions seamlessly integrated with Microsoft Teams. Experience unparalleled communications across voice and digital channels with advanced AI automation, smart routing, and analytics. Effortlessly scalable, our CCaaS (Contact Centre as a Service) platform ensures top-tier service with end-to-end encryption and data sovereignty.

Features

• AI-powered contact centre, with advanced NLP, automation, ML
• Omni-channel routing across voice, digital channels (chat, email, SMS, social)
• Customisable AI chatbots for 24/7 customer service
• Seamless integration with Microsoft Teams for unified communications
• Contact centre analytics for actionable insights and real-time data
• Intelligent IVR routing and customisable scripting improve interaction quality
• Integrated ticketing system manages citizen issues
• AI/ML workforce optimisation for scheduling, quality
• AI-driven conversation analysis enhances service quality
• Easy-to-use interface

Benefits

• Personalised omnichannel approach improve the citizen experience
• Strengthens team collaboration via Microsoft Teams contact centre integration
• Boosts operational efficiency with AI automation
• Ensures round-the-clock customer support with AI chatbots
• Integrated desktop enhances engagement and service
• Unified solutions reduce processes and enable cost-efficiency
• Automated scheduling optimises contact centre staffing supply/demand
• Recording, scoring, eLearning drive agent performance
• Data insights improve service offerings
• Simplified automated campaign execution and engagement

£14.81 a licence a month

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 publicsector@cvdgroup.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

220038283461484

Contact

Liz Holmes
02076137441
publicsector@cvdgroup.com

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: Can be used as an overlay on existing VoIP/UC/PBX solutions. Integrates to other BI systems via RESTful Web APIs
• Cloud deployment model: Public cloud
• Service constraints: N/A
• System requirements:
  • Business grade internet connection.
  • Internet browser (as outlined below)

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Cirrus services are supported 24 hours a day, 365 days a year for all service faults. For day to day support there are 3 levels of support customers can opt for:; ; • Fully Managed Service - 24/7; • Fully Managed Service – Business Hours; • 2nd Line Support – Business Hours.; ; Pricing is provided under the Cirrus Support Services for G-Cloud 14 Service Listing. You will be assigned a Service Delivery Manager, details of this can be found within the Service Definition document accompanying this listing.
• 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: As accessibility is built into our product development – and we are utilising our own web chat services to provide customer support – then all accessibility development ultimately flows down into our web chat support service
• Onsite support: Yes, at extra cost
• Support levels: Cirrus services are supported 24 hours a day, 365 days a year for all service faults. For day to day support there are 3 levels of support customers can opt for:; ; • Fully Managed Service - 24/7; • Fully Managed Service – Business Hours; • 2nd Line Support – Business Hours.; ; Pricing is provided under the Cirrus Support Services for G-Cloud 14 Service Listing. You will be assigned a Service Delivery Manager, details of this can be found within the Service Definition document accompanying this listing.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Following consultations with our customers, we provide tailored training programs for agent, supervisor and administrators. All training content is customised for customer​'s operations and requirements.; Our trainers are Contact Centre experts who not only provide training on the products and features but also provide guidance on effective ways to manage their Contact Centre and team using the tools available to them. Our training programme is delivered in phases to maximise the benefits for our customers.; Training is provided on the design and features of the new system before the service is launched. Our training approach is a combination of scenario-based demonstrations, repetition of actions, and hands-on experience in using the Contact Centre environment.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• 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 sise 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: Cirrus provides a simple and quick exit process for customers. Additional costs are related to data extraction, if there are any remaining recordings 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:
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: Yes
• Compatible operating systems: Windows
• 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: We have enhanced our platform accessibility by developing several Agent interface widgets to support visually impaired / blind Contact Centre staff. Staff have the ability to magnify the text on the interface via ZoomText. Narration software can provide audio indications of where their cursor is on the interface to aid navigation.; ; We have tested across various screen-enhancing software packages with the Digital Accessibility Centre to provide a simplified, easy-to-navigate interface using colour and contrast to assist viewing. In addition, our platform is in use with the Royal National Institute for the Blind (RNIB), who provide feedback across a range of accessibility needs and technologies.
• API: Yes
• What users can and can't do using the API: "Cirrus provides RESTful APIs based on open API standards, allowing for a wide range of operations to control and manage the platform. Cirrus 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 Cirrus portal. "
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Our service offers a flexible, user-centric approach to customization, designed to meet the specific needs of each organisation. With a modular licensing model, users can mix and match functionalities to tailor the service to their operational requirements. Service interfaces is highly customisable, allowing for adjustments to better align with individual workflows, enhancing efficiency and effectiveness.

Scaling

• Independence of resources: Our approach to ensuring users are not affected by the demand other users place on the service is underpinned by a cloud-based infrastructure that provides high scalability. This infrastructure allows us to scale up resources automatically in response to fluctuating demands, ensuring that performance remains consistent regardless of the number of users.

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Cirrus, Gamma, Virtual 1, Redbox, Oak, Plantronics, Ribbon, Audiocodes

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)
• User control over data storage and processing locations: No
• 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 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:
  • 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: All customer data is encrypted at rest and in transit using AES-128 and AES-256 technologies.
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: The proposed solution is hosted via Amazon Web Services (AWS) in the UK (London) with EU backup (Dublin), leveraging AWS's robust and redundant network reflected in our 99.999% uptime SLA.
• Approach to resilience: AWS Virtual Private Cloud (VPC) architecture provides native high availability across availability zones for seamless failover in case of an outage. To ensure uninterrupted service, we have implemented automated failover processes within the AWS Virtual Private Cloud architecture, leveraging high availability across different availability zones. This means that if an outage occurs in one zone, the workload is seamlessly transferred to another, maintaining service continuity without client or end-customer impact. This active-active configuration typically results in zero Recovery Time Objective (RTO) and Recovery Point Objective (RPO), ensuring customer’s operations are resilient to disruptions.
• Outage reporting: Dashboards, Email, SMS and Voice IVR alerts where the circumstance require.

Identity and authentication

• User authentication needed: Yes
• User authentication: 2-factor authentication
• Access restrictions in management interfaces and support channels: Access in management interfaces and support channels is tightly controlled through role-based security controls, with roles assigned by client system administrators and managed through a GUI. This setup ensures that permissions are carefully distributed, allowing individuals to manage services, applications, and reports only within their designated authority. Access requests must go through a formal evaluation process, involving IT and Compliance, before being granted or denied, ensuring only authorised personnel can access sensitive areas
• Access restriction testing frequency: At least every 6 months
• Management access authentication: 2-factor authentication

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: Citation ISO Certification
• ISO/IEC 27001 accreditation date: 18/03/2024
• 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: Sycurio
• PCI DSS accreditation date: 15/08/2023
• What the PCI DSS doesn’t cover: N/A
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

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: As part of our own ISO 27001 processes and Cyber Essentials Plus accreditation requirements, we have enlisted an external CREST certified service provider to provide independent penetration testing and feedback every quarter at Board level. We perform regular risk assessments of our internal network and application architecture as stipulated under our ISO 27001 certification; recertification audits verify completion of the Management Review Minutes, forming part of our Monthly Senior Leadership Team (SLT) agenda.

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: Our company has implemented a set of security measures to ensure the safety of our clients' data. We conduct quarterly external vulnerability scans and internal vulnerability scans on a regular basis. Additionally, we perform annual penetration testing on our network perimeter, infrastructure, and websites used to host, process, or transmit client data as part of our Cyber Essentials Plus certification. We also conduct internal penetration testing and monitor our database for security-related patches. Our anti-virus software is industry-accredited and updated at least once a day to provide maximum protection against threats.
• 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: Cirrus has standard incident management procedures in place to ensure that we are able to restore a service as quickly as possible and to minimise adverse impact on business operations. Customers are able to raise an incident or service request by telephone or email. Queries to Cirrus Support are logged as cases within our support system and categorised according to Priority. Customers receive incident reports via email.

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: NHS Network (N3)

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  At Charterhouse group are working hard to fight climate change, from Zero or offset carbon suppliers, to making sure we can use the circular economy and deploy tools and services that are carbon or energy reducing compared to the current platforms and services. Some examples are SIP from a carbon neutral company, to recycling old handsets and PBX equipment, and looking to displace handsets for power savings by using softphones on laptops and PC's that are already consuming power over physical handsets that draw power in addition to devices already being powered. ; We are empowering the business to look at this area closely and develop new policies and objectives as part of the business planning cycles. The Environment Policy of The Company is to ensure so far as it is reasonably practicable that its operations will be carried out with a commitment to protecting and enhancing the environment. As an office we know that we generate wastepaper products. However, as we strive for excellence in every aspect of our business, we are committed to minimising the environmental impacts of the business operation.; Our stated aims are to:; • Aim to continuously improve our environmental performance particularly with regards to our recycling and re-use of paper.; • Where possible we will use recycled or ecologically friendly paper.; • We will use 'waste' paper for notepads unless confidentiality may be compromised.; • Reduce our consumption of resources and improve the efficiency of those resources by printing double sided where practicable.; • Manage waste generated from my business operations according to the principles of reduction, re-use and recycling.; • Recycle all paper products, ink or toner cartridges.; • Comply as a minimum with all relevant environmental legislation as well as other environmental requirements.

  Covid-19 recovery

  Charterhouse is a growing group of companies, made up of several organisations from across the UK, we are continuing to employ staff from various backgrounds. ; We have created new employment opportunities, will re-train staff that find themselves in a position that their role is no longer available and support employment of those who left employment by COVID-19. Locally sourced staff is no longer the norm, we are embracing the work from anywhere culture, our staff current and new will have the option to work from home or an office and no longer need to be employed from the local area however, where new staff would like to work from a local office, they will be given that opportunity. ; Charterhouse will look to support businesses in the recovery from Covid by supporting them in new ways of working by implementing new technologies that support the new ways of working that decrees the need for travel and reduce the chance of infection rates. These new technologies and ways of working will support the recovery of our NHS and other organisations to levels pre-Covid. Our ability to bring together many technology stacks allows business to employ the right people as Charterhouse does and drive success through innovative ways of working. ; Implementing new health initiatives within Charterhouse will support mental and physical health for staff, maintaining the hybrid working environment will stop the spread of the COVID 19 within our workforce allowing economic growth.; At Charterhouse, we feel strongly about being able to give back to our community. Each year we nominate an organisation doing great work with those in need and support them – both financially through our regular fundraising, and practically with our business technology expertise where they need help and support.

  Tackling economic inequality

  Charterhouse is growing, in the last 3 years we have purchased existing business to ensure group growth, these companies have brought growth to both their business and ours. These businesses are hiring within the group to ensure that we can continue organic growth to secure the future of staff and the wider group. Our ability to support SME’s is backed by our experience as an SME and one of a family run business. ; Growth for our group comes from within and externally where your ability and attitude is more important than diversity or background. Employing the best person is key to growth, but more importantly equality. Our HR team look at the person and ability to carry out a role rather than disability or background. ; Our goal is to continue growth from organic, ethical and people centric sales. We allow people to be themselves, to thrive, to learn and grow in their role or for future roles. Our staff where needed will be accredited via vendors and suppliers as well as industry standard qualifications needed, backed by time and support from Charterhouse to achieve these skills and accreditations. ; Charterhouse are introducing more robust policies to promote a supply chain that is more sustainable and based on value than size. Smaller distributers and suppliers can deliver more value to the group, we can support smaller business by offering more opportunities to work with us and on behalf of our customers where we need 3rd party support or distribution. ; We work closely with suppliers to ensure that we can deliver on contracts sustainable, ethically and securely, working to many ISO standards though to Cyber essentials and Cyber Essentials Plus, our accreditations provide a framework for growth, improvement and security.

  Equal opportunity

  We have a robust recruitment policy that drives equality from the top down. ; Assessment criteria; Our aim at Charterhouse Group, will be to always recruit the person who is most suited to each role, whether the candidate is internal or external. We recruit solely on the basis of the candidate’s skills, capabilities and individual merit as measured against the criteria for the role. Qualifications, experience, and skills may also be assessed at the level that is relevant to the job.; Job descriptions and employee specifications; Before initiating the recruitment process, the responsible Hiring Manager must ensure that there is an up-to-date job description for the role with clear employee specification.; Advertisement of vacancies; It is our policy that all vacancies be advertised on the company intranet. ; Equality, Diversity and Inclusion; We are committed to applying our equality, diversity and inclusion policy at all stages of the recruitment and selection process. We always carry out shortlisting, interviewing and selection without regard to an applicant's sex, gender identity, sexual orientation, marital or civil partnership status, skin colour, race, nationality, ethnic or national origins, religion or belief, age, pregnancy or maternity leave.; We will never exclude any candidate with a disability unless it is clear that the candidate is unable to perform a duty that is intrinsic to the role, having taken into account reasonable adjustments. ; To prevent any candidate from being disadvantaged because of a disability, the individual responsible for communicating with applicants should ask each candidate whether or not they require reasonable adjustments to be made. ; Interviews; Hiring Managers conducting recruitment interviews will ensure that any questions asked during the interview is not in any way discriminatory or unnecessarily intrusive. The interview will focus on the role and the skills needed to perform it effectively.

  Wellbeing

  Charterhouse take wellbeing seriously, not only do we ensure staff can work to a health work/life balance, but also can work from home when needed.; The further deployment of Yu Life gives staff a set of tools and challenges to maintain both body and mental health. Teams, individuals and friends all compete in daily and weekly challenges to keep body fit, and allows for mental hearth checks and challenges. ; Annual company meetings and mental health first aiders all encourage staff to maintain mental health, but in a time of need they know they have help available. ; In addition to the above, Charterhouse offer all staff added benefits, for example Private Health care, free flu jabs and eye tests, a day off on your birthday each year, all to help boost mind and body health.

Pricing

• Price: £14.81 a licence a month
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 publicsector@cvdgroup.com. Tell them what format you need. It will help if you say what assistive technology you use.