Cinos

Netcall Liberty Converse CX - Omnichannel Contact Centre

Liberty Converse CX is an AI powered advanced omnichannel contact centre as a service (CCaaS) solution. Converse CX enables the management and reporting of customer engagements using telephony, email, chat, SMS, and social channels, with multiple ways to connect the contact centre depending on your requirements.

Features

• 24/7 AI powered virtual voice assistants and chatbots
• Self-service with integrated IVR, messaging channels, knowledge base
• AI driven intelligent, dynamic call and message routing
• Unified, omnichannel, browser-based agent interface, complete customer view
• Seamless CRM and system integration for unified customer interactions
• Omnichannel communication through voice, email, SMS, chat, social, video, task/tickets
• Process automation for repetitive, slow, time-consuming tasks
• Quality management including sentiment, trends analysis, surveys and call summarisation
• WFM to schedule, forecast and optimise resource allocation
• Predictive analytics, advanced reporting, custom dashboards for KPI monitoring

Benefits

• Single solution for contact handling, case management, workflows and reporting.
• Unified view of customer and wider business through data orchestration
• Enhanced AI-Powered Engagement for intelligent routing, analytics, automation, summarisation.
• Fast, robust, sustainable deployment, built to last and future-proofed
• System-agnostic to integrate harmoniously with any existing CRM/system.
• Return on investment through optimised resources and reduced operational costs
• Streamlined operations, reduced waiting, optimised handling times, without compromising quality
• Rich predictive reporting data for analysis, highlights opportunities for improvement.
• Consistent, personalised citizen experiences by eliminating siloed systems, disjointed processes
• Highly secure customer data and compliant to industry regulations

£5,400 to £5,400 a licence a year

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 bids@cinos.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

230387379807202

Contact

Jody Faulkner
07869370406
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: Liberty Converse CX can be used standalone or as an add-on to following Netcall applications: Liberty Create low code platform including Citizen and Tenant Hub Accelerators; Rent-IQ; Liberty RPA; Liberty AI; Liberty Spark for mapping/analysing processes.
• Cloud deployment model: Public 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 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: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: As a browser-based interface, third-party tools deployed on the users' desktop or browser can be used to support user accessibility.
• 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, chat or email to the remote support teams during contracted hours. ; ; We provide a named Technical Account Manager for all of our customers, providing a point of escalation, a named contact for service queries and technical update / roadmap workshop sessions
• 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 Liberty Converse CX.; In addition, online training will be provided to enable the customer to self-manage the service. User Training includes access to extensive eLearning content via the Netcall Online Community.; Documentation regarding implementation and configuration of Liberty Converse CX will also be provided. This includes Online Help, which is provided within the Converse CX User Interface and Netcall Online Community.; While we have industrialised and standardised our approach as far as possible, we appreciate that each of our customers and their requirements are unique. Our typical on-boarding process follows a closely aligned PRINCE2 methodology which incorporates the following key stages:; ; • Initiate and Assess; ; • Plan and Design; ; • Procure; ; • Implement; ; • Prepare; ; • Handover and Transition; ; • Benefits Realisation
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: All customer data is available in reports accessed through the Converse CX user interface.; Customers will extract data by manually downloading data in a CSV file format, or by use of the Reporting API. ; All Liberty Converse CX reports will enable the ability to download data using a definable date range.
• End-of-contract process: At the end of the contract Netcall will cease the service which will prevent the receiving and making of calls and/or other media interactions. 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
  • Chrome
• Application to install: No
• 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: Liberty Converse CX provides a browser-based service interface. This interface is designed to be intuitive and simple to use, whilst enabling full access to the user and administrative features provided by the Converse CX 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: WCAG 2.1 AA or EN 301 549
• Accessibility testing: As a browser-based interface, third-party tools deployed on the users desktop or browser can be used to support user accessibility, for example, increased font size. The user interface also provides a high contrast theme and keyboard shortcuts. This enables support for WCAG 2.2 AA standards.
• API: No
• Customisation available: Yes
• Description of customisation: Users have full access to customise the Liberty Converse CX service. There are no limits to the number of contact centre Groups, Queues or Skills that can be defined. Changes are made in real-time. The end user application uses a simple graphical interface that doesn't require users to have 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 - group configuration including media allocation, busy and activity codes, wrap up timers, 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 voice and digital channels; ; • Access to the Converse CX Administration and Supervisor user interface is controlled by assigned roles and permissions.

Scaling

• Independence of resources: Liberty Converse CX utilises elastic cloud computing to enable on demand scaling of the service.

Analytics

• Service usage metrics: Yes
• Metrics types: Liberty Converse CX 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. 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 .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 support
• Organisation whose services are being resold: 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
  • 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 once a year
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Encryption of all physical media
• 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: Customers can extract data by manually downloading report data in a .csv file format. All Liberty Converse CX reports will enable the ability to download data using a definable date range.; If required, reporting data can be extracted using the Liberty Converse CX 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 CX API will be provided as part of the deployment project.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XML
  • JSON
• Data import formats: Other
• Other data import formats: SCIM

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)
  • Other
• Other protection within supplier network: Data is encrypted in transit and at rest. Static data is securely protected behind a series of firewalls/access control lists plus anti-virus and native monitoring tools.

Availability and resilience

• Guaranteed availability: Liberty Converse CX has an agreed Service Availability Target of 99.9%. Service credits can be discussed as part of your contract.
• Approach to resilience: Liberty Converse CX utilises a high-availability architecture to support resilience. ; Full details are available on request.
• Outage reporting: 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 Netcall’s 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)
• Access restrictions in management interfaces and support channels: Liberty Cloud applications including Converse CX uses assigned roles and permissions to control user access. Liberty Cloud applications are accessed via a browser-based user interface; on sign-in the assigned roles and permissions are applied.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)

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: NQA Certification Limited
• ISO/IEC 27001 accreditation date: 11/12/23
• What the ISO/IEC 27001 doesn’t cover: Netcall's ISO 27001 is certified around the protection of the Confidentiality Integrity and Availability (CIA) of data assets for all platforms, products, services and suppliers relating to the processing of data. The governance also extends to the premises where the assets are hosted. The Statement of Applicability is a comprehensive scope that takes almost a week of onsite auditing by an external auditor working closely with the critical teams from Operations (including Info Sec) the business and other stakeholders such as the client, data centre managers etc. The Netcall process owners also include the facilities, legal and finance teams. Therefore ISO27001 will only exclude policies, controls and components that are not explicitly defined within the scope of the Statement of Applicability published for Netcall. The priority will always be to protect the CIA of the client data as per the Netcall solution and product design proposed to and contractually accepted by the client. So the actual likelihood of any risks remaining unmanaged/missed through the comprehensive scope of controls in the SOA is low.
• 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: It is also accredited to the NHS DSP Toolkit and CyberEssentials+
• Information security policies and processes: 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. 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: Netcall's Change Management processes are audited under the ISO27001:2013 and ISO9001:2015 Info Sec standards. The statement of applicability for the standards can be shared. No change will be permitted unless it has been approved by the relevant authority at Netcall against the relevant tracker ticket.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Netcall's compliance involves running external and internal vulnerability scans as part of our vulnerability management system to support the vulnerability management and internal patching process. Escalations are through our tracker system as part of the Risk Assessment/Vulnerability Management Process. These scans form evidence used to our InfoSec accreditations. The scanning vulnerabilities are prioritised within the reports, fed into the tracked Risk Assessment and resolution Process, reviewed by Netcall’s operations and relevant process/risk owner for resolution. Where necessary threat control and corrections/prevention tickets are raised and linked to the original vulnerability to audit the fix and risk.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Netcall manages and controls compromises to the confidentiality, integrity and availability of information assets through its Incident Management System. Control and ownership is centralised yet overseen with stakeholders. The process is ISO 27001:2013 compliant linking risks to treatments and SLAs. Compromises are monitored, tracked, recorded in several ways: being raised by customer/production support calls, via the account managers, after changes, risk reviews, actual security incidents, picked up via IDS/IPS systems or event identification. The owner is the Information Security Manager working with the respective Process Owners and impacted stakeholders to resolve any compromises and apply preventative actions.
• Incident management type: Supplier-defined controls
• Incident management approach: Netcall uses native and licensed software to manage risks and is ISO 27001:2013 compliant for Incident Management. It is tracker based linking risks, assessments into corrective and preventative processes. Compromises are recorded after changes, risk reviews, security incidents, event identification or in worst case scenarios invoking the Business Continuity Plan. The owner is the Information Security Manager working with the respective Process Owners and impacted stakeholders to identify, contain and resolve an incident using Tracker to prioritise, tailor and make the risk progress visible to stakeholders.

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

• Social Value:

  Social Value

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

  Fighting climate change

  Cinos is committed to fighting climate change and delivering environmental benefits in the performance of our contracts, including working towards net zero greenhouse gas emissions. Our ISO14001-accredited Environmental Management System ensures that business activities are managed to increase sustainability, and work towards net zero greenhouse gas emissions by 2047, as demonstrated in our Carbon Reduction Plan, in alignment with PPN 06/21 (https://www.cinos.net/our-company/carbon-reduction-plan/). ; As part of all our contracts, we take the following environmental measures: ; • Promote Circular Economy: We will implement a comprehensive equipment lifecycle management strategy, focusing on extending the lifespan of hardware. Instead of disposing of equipment, we will explore opportunities for reuse. Equipment that cannot be reused will be dismantled at component level to meet out 0% to landfill commitment, recycling component materials in-line with the EU's Waste and Electronic Equipment (WEEE) Directive 2012/19/EU. ; • Drive Packaging Innovation: Promote recycling and explore sustainable packaging to reduce waste and minimise environmental impact.; • Substances and Process Elimination: We will actively remove the use of substances and processes that adversely affect the environment. ; • Supplier Commitment: We will only obtain services, equipment, and power from providers, manufacturers, and vendors who are committed to environmental protection. ; • Sourcing and Recruiting Locally: We will prioritise local recruitment and sourcing of suppliers to minimise business travel requirements. ; • Delivering Environmental Training: We will provide environmental training to our staff and supply chain. ; • Utilising Collaboration Technologies: We will leverage collaboration technologies to reduce the need for physical travel. ; • Using Electric and Hybrid Vehicles: We are phasing out the use of diesel-powered vehicles promoting cleaner transportation and reducing air pollution. ; • Energy Efficiency – We are delivering an ongoing programme of upgrades and renewal to HVAC, insulation, and other systems to reduce energy consumption, carbon emissions.

  Covid-19 recovery

  Cinos confirm that on request we are able to provide Social Value deliverables that support Covid-19 recovery on a contract by contract basis as requested by potential Buyers.

  Tackling economic inequality

  Cinos confirm that on request we are able to provide Social Value deliverables that support Tackling economic inequality on a contract by contract basis as requested by potential Buyers.

  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

  Cinos confirm that on request we are able to provide Social Value deliverables that support Wellbeing on a contract by contract basis as requested by potential Buyers.

Pricing

• Price: £5,400 to £5,400 a licence a year
• 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 bids@cinos.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.