INTUITY COMMUNICATIONS LIMITED

CCaaS (Contact Centre as a Service) Intermedia

Elevate provides UCaaS, CCaaS and CPaaS services from VOIP telephony , through text, voice and video media support up-to full contact centre . Intermedia’s omnichannel contact centre includes speech analytics, AI, skills-based routing, Intelligent IVR, predictive campaign dialler, dashboards, customisable wallboards, quality management and media recording with open API integration.

Features

• Customer Journey Analytics: Customer Relationship Management. Customisable web wallboard/ dashboards
• Contact Centre: omni-channel, single platform; CRM, CTI. Free flexible training
• Quality Management: real-time dashboard reporting; agent scoring, screen recording
• Workforce Management: scheduling, forecasting, holiday planning, shift pattern, supervision tools
• CCaaS: standard/intelligent IVR, AI, ML, Bots, ACD, skills-based routing.
• VoIP, web chat, queuing, web callback requests, speech recognition
• CCaaS: call recording, screen capture, data stored in UK. Multilingual
• Collaboration via online meetings, video chat/video calls/video conferencing
• Open APIs, CRM integration (Dynamics, Salesforce, NetSuite, Zendesk); PCI integration
• Interoperability (Google, Office 365, Salesforce, Skype for Business, Microsoft Teams)

Benefits

• Immediate ROI: rapid deployment. Savings of 40% versus traditional solutions
• Reduce costs, improve contact centre uptime, productivity; no upgrade downtime
• CCaaS: unify a distributed workforce, with cloud-based, agile working/ homeworking
• Co-browse with customers to promote channel shifting, enhance customer service
• Low-cost: single-view reporting; flexible: cloud-based, usable on any phone endpoint
• Interact on a customer's chosen contact channel: facilitate digital inclusion
• High-quality contact centre experience: expedite and automate quality monitoring
• Our CCaaS has reliable, built in business continuity/ disaster recovery
• Scalable with limitless capacity. Can use existing contact centre hardware
• Peace of mind: extensive security, including Cyber Essentials Plus, ISO27001

£2.50 to £110.50 a licence 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 MarkBridgman@IntuityComms.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

270077185497593

Contact

Mark Bridgman
03452411521
MarkBridgman@IntuityComms.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Intermedia performs planned maintenance periodically at no disruption to the customer. Customer-facing elements of the service, for example portals and softphones, are upgraded at customer convenience. Non-customer-facing elements, for example PBX functionality, are upgraded with full service continuity maintained throughout.
• System requirements:
  • Personal computer, MacBook or web browser-enabled device
  • IP telephone device Mobile access – download free app
  • A high-speed connection to the Internet
  • IOS and Android only

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We have a documented SLA of a 4hour response for no critical issues and 2 hour response for higher priority incidents. Typically we respond with a manual update within 30 min to most new tickets. For system outages we advise all customers to raise a ticket via email and also to call out helpdesk directly to remove any delays.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Onsite support
• Support levels: We operate 24/7 helpdesk which is included in the price of each user monthly subscription. This provides support for any outages with the service that may be reported. Our own helpdesk will escalate into the supplier within the agreed SLA. Typically this will be next working day if raise outside of normal business hours for any mid to low level tickets and for any urgent incidents this will be within 2 hours of the issues being raised into Intuity.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Our deployment and training teams work together with you to help you start using our service. They provide you the necessary knowledge and training to setup, design, configure, maintain and use the solution efficiently. The deployment team ensures a smooth transition from your old to our new solution, using PMI methodology, in line with PRINCE2 principles. Starting the engagement with the Deployment, Training and Customer Success Teams will work in parallel from the initial Customer Kick-Off meeting. After Go-Live until the transition to our Support teams, the deployment team is ready to help you through issues arising during onboarding. Project lifecycle process and governance is implemented from Day One, until closure. We offer training courses and resources across multiple services. Our courses, along with customer adoption materials, help you get the most from your Intermedia system. Courses are offered open enrolment, via virtual classroom with hands-on exercises and labs, and accompanying user adoption kits. Content includes co-branding, best practices, resource guides, and an eBook with free online videos, tutorials, and starting tips. This approach provides sustainability, and fast onboarding for new users. Other delivery and customisation options are also available.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Within 24 hours of the expiry of the Contract, data is automatically deleted from Intermedia systems. Customers must utilise the built-in product features which provide data exports, or utlise the APIs that give direct access to raw data and export whichever data elements are required to be retained before the expiry or data will become irrecoverable. If a customer requires data to be made available beyond the end of the contract, additional fees will apply
• End-of-contract process: All data is deleted on contract expiration. Customers are responsible for offloading any data contained on the Intermedia Cloud before expiry utilising the built in tools and APIs of the Intermedia products. After expiry of the contract, data is rendered unrecoverable. If a customer requires data to be made available beyond the end of the contract, additional fees will apply.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Mobile accessibility via a download free app; iOS and Android only.; The application is consistent therefore, looks and works in the same way for the mobile device as the desktop service.
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: Intermedia has a common language (RESTful) and open API policy, where users proficient in URL-based HTTP APIs can inter-operate across 12 Intermedia pre-written APIs. These enable multiple functions, for integration, for example with common CRM/ ERP; Service & Support; Productivity and Service & Security applications. Various bespoke functionality features can be achieved with the APIs. Depending on the proficiency of the user, multiple APIs can be used to widen functionality. Changes are made by the simple manipulation of the HTTP codes. The use of APIs must be by proficient users, familiar with these programming techniques.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: No

Scaling

• Independence of resources: Systems are scale-out, cloud based. Resources are automatically added as required based on load and utilisation. The Intermedia Architecture team review design and proposed implementation of all new systems before going into operation to challenge assumptions and ensure scale, reliability, availability, security etc. have been considered. A dedicated Quality Assurance team run automated and manual tests against a replica production platform to verify the engineering solution meets Intermedia standards which include load testing.

Analytics

• Service usage metrics: Yes
• Metrics types: A wide variety of online reporting and raw data stats via API are available. Historic reporting includes template based and user configurable data selection, displayable on-screen and exportable in a range of data formats. Live statistics are available on wallboards with configurable statistical measurements that are updated and displayed live. APIs can be utilised to query both live and historic data where a customer wants to utilise the data elsewhere, or potentially make business decisions based on live calling statistics.
• 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: Intermedia

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: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: In-house
• 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
• Data sanitisation process: No
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: A number of online tools exist in the 8x8 applications, as well as low level access to data stores through the APIs.
• Data export formats: CSV
• Data import formats:
  • CSV
  • Other
• Other data import formats: XML

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: We aim to have our Services available to Customers 24x7 and include a SLA for system availability as well as call quality. Intermedia enables the delivery of a consistent and reliable end user experience due to a highly available architecture supported by a platform-wide uptime SLA of 99.999%. Intermedia ’s records and data are basis for all service availability calculations and determinations. Intermedia use commercially reasonable efforts to respond to Unplanned Service Interruptions, 24x7, that are reported through one of Intermedia ’s Customer Support channels. To receive Service Credits, the Customer must notify Intermedia within 30 days from the time Customer becomes eligible to receive Service Credits. Failure to comply with this forfeits Customer’s right to receive a Service Credit. The Service Credit will be issued on the Intermedia invoice for the period following the Customer’s request for the Service Credit, unless the Service Credit is due in the Customer’s final month of the Term. In such a case, the Service Credit refund will be mailed to the Customer.
• Approach to resilience: A dedicated Architecture team review all material changes to service definitions and products, before release, as part of Intermedia 's New Product Introduction (NPI) process. This review challenges design and implementation, looking for service risks. System components are systematically reviewed and assessed for risk using a "Failure Mode and Effects Analysis" methodology, scoring the risk based on methods of failure detection, whether failover is automated, how long failover takes, severity of impact of the failure, and likelihood of the failure. Where a component or system exceeds an acceptable risk, the proposed system solution is rejected and the engineering are required to refactor the solution, or offer mitigations for concerns. Mitigations may include accelerated detection methods, additional redundancy, reduced recovery times, or may require lower level software changes to survive more readily the failure modes.
• Outage reporting: The Intermedia NOC provides management alerts for any customer affecting outage (and any security breach should one occur). The management alerts are sent via dedicated messaging channels to responsible individuals around the world, and include an audio conference bridge. The support organisation are included in the management notification group, and have a dissemination process for reporting to customers utilising a web based Support Portal. If more than one customer is affected a Master ticket is created and all customer portals are updated automatically if the Master ticket is updated. Updates are added to the ticket as they occur, consolidated if many changes are occurring, and the update messages state when the next update will be issued, if nothing changes by that time.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
  • Other
• Other user authentication: The Intermedia services is accessed using a Single Sign-on solution that presents authorised users with a panel containing icons for all products and tools, no further authorisation is required to access them
• Access restrictions in management interfaces and support channels: All systems are built on the principle of minimum access given. GDPR training is also given to all staff and Policies and Training are given to ensure staff understand how to comply,. New starters and staff changing role are given access to systems they require to perform their job role by system owners upon appropriate authorisation.
• Access restriction testing frequency: At least once a year
• Management access authentication: 2-factor authentication

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: User-defined
• Access to supplier activity audit information: Users contact the support team to get 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: BSI
• ISO/IEC 27001 accreditation date: 06/7/2021
• What the ISO/IEC 27001 doesn’t cover: The ISO 27001 certification does not extend to include the software or platform.
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 08/2021
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: None
• PCI certification: Yes
• Who accredited the PCI DSS certification: PCI-DSS SAQ-D Solution Provider QSA Signed AOC
• PCI DSS accreditation date: 2019
• What the PCI DSS doesn’t cover: N/A
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • FISMA
  • HIPAA

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 Intermedia SIEM team, who report into the Global Information Security and Compliance Manager, manage the proactive monitoring of information risk bulletins from government and commercial security organisations, and reactive monitoring of Intermedia systems for security events. This team manage any actions required by Engineering or Operations teams.; ; Ongoing internal audits by dedicated auditing staff monitor for compliance to all standards Intermedia are certified for. HR sanctions are utilised to ensure enforcement. 3rd party auditing is carried out annually or as often as the certification standard recommends. All auditing teams report into the global CISO team.; ; Intermedia 's SDLC described policies and processes to ensure that at all stages of the engineering lifecycle the appropriate security tests have been performed, including automated testing in Intermedia 's CI/CD - Continuous Integration/Deployment systems.; ; Intermedia practices secure coding, starting with an Architectural review at the start of new projects, ongoing code checking by both manual peer review by security staff and automated reviews with various code SAST scans including Coverity, Rapid7, Carbon Black, Burp Suite Enterprise, Qualys and others which are operated throughout systems on a continuous basis. Manual and automated Pen Testing is performed on final packages before being released into production."

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 asset management system tracks location, support agreements, manufacturers warranties, and EOL dates. Operations process that are "Business As Usual" include disc swaps for both faulty and EOL changes. BAU processes are fixed and tested, and require no further authorisation. Non-BAU changes require operations review and approval. Changes that are software releases must have multiple sign-offs, including Architecture, Operations and Support department.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: All Intermedia production software goes through security review and testing pre-production, including Penetration Testing using multiple tools. Any security issues found are remedied before release. Additional continuous testing is run against production systems (to cover systems which may remain unchanged for long periods). For these systems, the speed of patch deployment depends on the criticality. SLA's: Critical within 24 hours, High within 7 days, Medium within 30 Days and Low within 90 Days. The SIEM team also review security bulletins from both government and commercial security organisations.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: The SIEM team constantly monitors Firewall, Network, IDS and IPS system alerts. In the event that a suspected or actual breach were to take place, escalation to senior management occurs whilst an assessment of the scope of the breach or potential breach is undertaken. Affected customer(s) are notified through the Support Portal. All data customers are processing or storing on Intermedia systems is treated as Sensitive, any suspected data loss is treated as a loss of "sensitive" data, and appropriate actions taken. Any notification processes are operated in parallel to ensuring any breach is blocked, and re-occurrence prevented.
• Incident management type: Supplier-defined controls
• Incident management approach: The Intermedia 24 hour NOC manages all types of incident, including Service and Security incidents, and whether proactively detected or reported by customers. Senior management notification occurs whilst an assessment of the scope of the incident is undertaken. Affected customer(s) are notified through the Support Portal. Any notification processes are operated in parallel to resolving the incident if it is ongoing. The Intermedia Support organisation handles customer facing communications, including initial triage of incident reports and assessment of severity. Security incidents or Service outages result in an RCA process including cross-functional reviews, resulting in a customer facing Incident report.

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

  Intuity have been committed to the fight against climate change for many years and are on track to become carbon neutral by the end of 2025 which is well in advance of the government target of 2050. Our dedication to achieving this goal is clear throughout the business with all employees owning their own individual reduction and off set plans that are inline with the company targets. We are also working with our supplier chain and partners to ensure they are also striving towards a net zero target and any new supplier must have a similar path in place to be onboarded with us.

  Covid-19 recovery

  Intuity has taken steps to support the recovery from the COVID-19 pandemic, which has exacerbated economic and social challenges. Our efforts include creating employment and re-training opportunities, particularly in high-growth sectors, and supporting organisations and businesses to manage and recover from the impacts of COVID-19.

  Tackling economic inequality

  Intuity is addressing UK social values concerning economic inequality through several impactful strategies: Creating New Opportunities: We are actively involved in creating new businesses, jobs, and skills, which is crucial for economic growth and reducing inequality. This includes identifying opportunities for supplier diversity and new business creation within Our supply chain. Skill Development: Intuity places a strong emphasis on skill development, offering training schemes that lead to recognised qualifications. This helps individuals advance their careers and contributes to closing the skills gap in the economy. Supply Chain Resilience: By increasing supply chain resilience and capacity, We are ensuring that economic benefits are distributed more evenly. This includes measures to make the supply chain environment conducive to a diverse range of suppliers and growing businesses. Supporting COVID-19 Recovery: The company has taken steps to support the recovery from the COVID-19 pandemic, which has exacerbated economic and social challenges. Our efforts include creating employment and re-training opportunities, particularly in high-growth sectors, and supporting organisations and businesses to manage and recover from the impacts of COVID-19. Addressing Inequality Costs: Intuity recognises that inequality is not only a social issue but also an economic inefficiency. We are taking measures to address the social impacts of inequality, such as poor mental health and high crime rates, which have significant economic costs. Through these initiatives, Intuity is contributing to a more equitable society by tackling economic inequality and supporting the UK’s social value objectives.

  Equal opportunity

  Intuity Communications aims to deliver against social values by fostering equal opportunities within its workforce through the following actions. Inclusive Recruitment: Intuity employs inclusive and accessible recruitment practices, ensuring a diverse range of candidates have the opportunity to join the organisation. This helps to reduce barriers to employment and supports the representation of underrepresented groups, including disabled individuals. Skill Development: The company supports disabled people in developing new skills relevant to their roles, including training schemes that lead to recognised qualifications. This not only empowers employees but also addresses the under-development of disabled people in the workforce. Workforce Equality: Intuity takes measures to tackle inequality in employment, skills, and pay. We offer a variety of quality opportunities with clear routes for progression, such as T Level industry placements and support for higher-level apprenticeships. Disability Employment Gap: By focusing on actions that increase the representation of disabled people in the workforce and providing equality of opportunity for employment, Intuity Communications is actively working to reduce the disability employment gap as outlined in the UK’s Social Value Model. Through these initiatives, Intuity Communications is not only adhering to the UK’s social values for equal opportunities but is also setting a standard for others to follow in creating a more inclusive and equitable workplace.

  Wellbeing

  Intuity Communications is actively prioritising employee wellbeing. We understand that a company’s success is deeply intertwined with the health and happiness of its employees. Here’s how we are making a difference: Training and Development: Intuity invests in the continuous education of their staff. By enhancing their skills, we not only improve the individual’s career prospects but also contribute to the economy’s growth. This approach aligns with the United Nations’ Sustainable Development Goals (SDGs) for quality education and decent work. Flexibility: Recognising the blend of work and family life, especially post-pandemic, Intuity offers flexible working arrangements. This adaptability allows employees to balance their personal and professional lives better, leading to increased satisfaction and productivity. Holistic Wellbeing Approach: The company takes a comprehensive view of wellbeing, covering social, mental, emotional, physical, and financial aspects. By doing so, We create an inclusive environment where every employee feels supported and valued. Engagement and Inclusion: Intuity engages with its employees to shape their wellbeing programs. We have implemented initiatives like the ‘Wellness for All’ program, which was developed with direct input from staff, ensuring that the measures taken are relevant and effective. By focusing on these areas, Intuity is not just enhancing the wellbeing of their employees but also contributing to the broader social value within the UK. We are creating a more resilient workforce and a stronger, more socially valuable business in the process.

Pricing

• Price: £2.50 to £110.50 a licence a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Intermedia is able to undertake to provide a structured and controlled formal Proof of Concept (POC). This would be on a trial basis which would require further scope, measurement criteria and consideration of potential cost implications to be agreed.

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