Cinos

Webex Contact Centre

Revolutionise customer service with Webex Contact Centre, an all-in-one cloud Customer Contact solution combining CPaaS, Workforce Optimisation, and Artifical Intelligence. Manage omnichannel interactions with advanced features like call recording, quality management, workforce management and analytics. Leverage AI-driven self-service for personalised customer experiences, elevating contact centre efficiency and customer service.

Features

• Omnichannel communication support for seamless customer interactions.
• Advanced call routing and queuing capabilities for efficient handling.
• Integrated workforce optimisation features, including call recording and quality management.
• Workforce management tools for scheduling and resource allocation.
• Workforce management tools for scheduling and resource allocation.
• Customisable wallboards and reporting dashboards for real-time insights.
• Communications Platform as a Service (CPaaS) for enhanced digital engagement.
• AI-driven chatbots and virtual assistants for automated customer support.
• Scalable architecture to accommodate growing contact center needs.
• Compliance with industry regulations and security standards for data protection.

Benefits

• Improved citizen engagement with omnichannel communication capabilities.
• Enhanced customer service through efficient call routing and queuing.
• Compliance with data protection regulations for secure citizen interactions.
• Increased efficiency and effectiveness with workforce optimization features.
• Enhanced workforce productivity through streamlined scheduling and resource management.
• Real-time insights for informed decision-making and performance improvement.
• Customizable reporting dashboards for tailored analysis and reporting.
• Seamless integration with existing CPaaS and digital engagement solutions.
• Scalable solutions to meet evolving needs
• Reduce SMS costs through digital-first chat and social engagement

£96.44 to £139.61 a user a month

• Education pricing available
• Free trial available

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

257541926779129

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: Webex Contact Center can be considered an add-on, or supporting service to, Cisco Webex Calling or Cisco Unified Communications Manager. Webex Contact Center is also a Microsoft Teams Certified contact centre.
• Cloud deployment model: Public cloud
• Service constraints: API integration to existing Line of Business systems is dependent on engagement with the incumbent provider of that system.
• System requirements:
  • Relevant Available API's available in system to integrate with
  • Sufficient bandwidth availability for Cloud Services
  • Firewall Considerations for cloud traffic
  • Endpoint running Windows 10,Mac OS X, Chromebook

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: Our response times are based upon priority of the incident:; ; P1 - Severe Business Impact - 15 minutes; P2 - High Business Impact - 30 minutes; P3 - Medium Business Impact - 2 hours; P4 - Minor / no Business Impact - 4 hours; P5 - Service Request / Service Query - 1 business day
• 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: We offer varied Service Level Agreements based on deployment model: ; ; • The Service Level Agreement (SLA) for Standard Private or Community Cloud is 99.9% ; • The Service Level Agreement (SLA) for Cloud HA Private or Community Cloud is 99.99% ; • The Service Level Agreement (SLA) for Hybrid Cloud is 99.99%. ; ; There is no cost implication for the differing support levels; the support level is derived from the deployment model chosen.; ; 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.; ; Webex Contact Center includes basic support from the vendor as part of the software subscription. Enhanced and Premium support is available for an extra cost.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: In order to fully understand your business objectives and produce an appropriate design to fully meet requirements, we offer a number of workshops to gain a comprehensive understanding of your organisation. This information, combined with detailed benefits analysis enables Cinos to provide the perfect solution to meet your business need.; ; 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: In the event you wish to leave our service, we will meet all necessary obligations in order to enable a smooth transition of service, including the release of any software licenses to you.; ; Service cessation should be initiated by request in writing, where we will be happy to work with you define a service cessation plan.
• End-of-contract process: In the event you wish to leave our service, we will meet all necessary obligations in order to enable a smooth transition of service, including the release of any software licenses to you.; ; Service cessation should be initiated by request in writing, where we will be happy to work with you define a service cessation plan.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: Yes
• Compatible operating systems:
  • IOS
  • MacOS
  • 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: Webex Contact Center has a web-based Agent and Supervisor Desktop client, and users are not required to install any application software to operate the solution. Upon login, users enter the phone number at which they are to be reached to receive inbound voice interactions.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Cinos will carry out interface testing based on the customer requirement as these solutions will often involve custom integration with business applications for day to day use.
• API: Yes
• What users can and can't do using the API: Open APIs allow for customisation of AI, data, media and desktop capabilities for ultimate flexibility. Webex Contact Center offers REST APIs for reporting, contact data, integration with CRM applications (there are built-in connectors for common CRMs such as SFDC, Dynamics), WFM integration and third-party systems. Webex Contact Center API gateway covers Agents (embed third-party gadgets and customise the agent desktop), Data (retrieve tasks, agent activities, queue details and reporting statistics), UI/Platform (customise notifications and shortcuts), Media (retrieve media captures for a specific interaction e.g. voice/email/chat), AI (real-time speech-to-text transcription.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The service is designed to be customisable. Webex Contact Center essentially provides a common omnichannel platform upon which customers can build their customer contact strategy. This can be customisation of the communications channels which you offer to customers (e.g. begin with voice and email, with a view to later expand to digital channels). This can also mean customisation of the customer experience, e.g. the call flows and journey the customer takes when they make contact. This can also mean customisation of the agent experience, from layout of the agent/supervisor dashboard to fully integrated business applications to launch customer records or allow agents to initiate contact from within CRM. Further customisation is possible in terms of add-on services such as Compliance recording, Quality Management and Workforce Management. The supporting service from Cinos can also be customised to suit the needs of the customer.

Scaling

• Independence of resources: Webex Contact Center is a fully cloud-based solution and as such can leverage cloud infrastructure to easily scale with your business. Customers can now scale up to 3,000 agents per tenant with unlimited tenants per system, meeting the needs of mid to large size contact centers in the cloud. Improved capacity allows customers to flexibly scale up and down as their business demands, while optimising resources and overall performance.

Analytics

• Service usage metrics: Yes
• Metrics types: Webex Contact Center Analyzer mines real-time and historical data from multiple data sources and systems to generate specific business views of the data. The Analyzer visually displays trends to help you discern patterns and gain insights for continuous improvement.; ; The Analyzer’s standard visualisations tie business data to traditional operational metrics, with visibility across both operational and business performance indicators in a single consolidated view.; ; You can customise your Analyzer experience by creating dashboards that display your choice of visualisations and schedule production of historical reports for automatic distribution to email recipients.
• 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: Cisco

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: 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: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
  • Other
• Other data at rest protection approach: Customers are encouraged to protect their own data using encryption technologies where only they have the decryption key. In this way, our customers are assured that their data can never be accessed by a third party.
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • 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: Authorised users may export end user and configuration data from the service administrative interface. Exported data is typically downloaded as .CSV
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: Target availability of Webex Contact Center is 99.99%
• Approach to resilience: Available on request
• Outage reporting: As a public cloud service, Webex Contact Center provides a web-based dashboard and the ability to enable email alerts to any service issues/outages.; From a Cinos service perspective all outages will be reported via email. Outages are identified as Planned maintenance, Emergency maintenance, and platform issues. In addition, the designated Technical Account Manager will proactively contact customers as appropriate.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Username or password
  • Other
• Other user authentication: SAML SSO
• Access restrictions in management interfaces and support channels: For online systems (e.g. Customer Portal & API interfaces), all users are required to have a unique username, password and memorable word combination. Role-based access is provided to interfaces ensuring people only have access to the features/information they are required to.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: Between 1 month and 6 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 1 month and 6 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: Bmtrada
• ISO/IEC 27001 accreditation date: 11/03/2026
• What the ISO/IEC 27001 doesn’t cover: No exclusions.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• 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: The Company is governed by an integrated suite of information security policies. Under the top level Information Security Policy itself are second-level documents with specific focus on Acceptable Use, Antivirus Protection, Asset Management, Business Continuity Management, Data Protection, Password Management, Personnel Management, Supply Chain Management and many others.

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: Cinos has documented configuration and change management policies and processes, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 standard.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Cinos has a documented vulnerability management policy and process, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 and ISO27001 standards. Where technically possible, real-time updates and status reports are identified and sourced from credible vendor sources, which cover a significant proportion of our asset population. For other systems and software, assigned personnel have responsibility for regularly reviewing technical forums and specialist groups to promptly identify and evaluate any emerging patches or updates which require our attention.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Cisco has continuous monitoring, validation, and alerting mechanisms in place for Webex CC.; ; Continuous Monitoring & Alerting - Internal and External Probes for Services and Infrastructure components, which on failure trigger alerts. Metrics captured from services and infrastructure components and processed through a rule engine which detects matching rules and trigger alerts.; ; Continuous Validation & Alerting - Periodic Tests are run and any failures results in triggering alerts. These alerts create proactive incidents and are handled as a real incident that impacts customer. This pre-empts impacts to customer and contributes towards system availability and reliability.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: Cinos has a documented incident management policy and process, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 and ISO27001 standards. This activity is responsible for the progression of alerts generated by automated monitoring systems, issues identified by personnel, and incidents identified and reported. All incidents are promptly reported into a central ticketing system, which ensures that each is promptly assigned to an appropriate resource, and its progress tracked (and escalated, as required) to resolution.

Secure development

• Approach to secure software development best practice: Supplier-defined process

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: £96.44 to £139.61 a user a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Customers can have a full trial of Webex Contact Center. Costs may apply to AI/Chatbot, digital channel usage, and PSTN calling (subject to fair usage policy). Trials can last for 30, 60, or 90 days. If you need more time, you may extend the trial.

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.