CHARTERHOUSE VOICE & DATA LIMITED

Nice CXone Mpower

NiCE CXone Mpower is a cloud-native contact centre as a service platform that brings all essential tools and information into one intuitive workspace. It supports omni-channel interactions across 35+ channels, provides role-based dashboards, integrates with your existing systems and ensures secure, compliant operations to empower staff and enhance customer experiences.

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
• AI/ML workforce optimisation for scheduling, quality
• AI-driven conversation analysis enhances service quality
• PCI-DSS compliant payments with DTMF suppression and secure links
• API-driven contact centre integrations with CRM, UCaaS and business applications

Benefits

• Automate customer interactions, reduce handling time, improve accuracy and productivity
• Route enquiries across channels, reduce effort, response times and consistency
• Provide 24/7 self-service, deflect queries, cut costs and improve satisfaction
• Work directly in Teams, reduce app switching and streamline collaboration
• Gain real-time insights, optimise performance, identify issues and make decisions
• Route callers intelligently, reduce transfers, shorten queues and improve experience
• Take secure payments, reduce risk, protect data and meet compliance
• Optimise staffing levels, forecast demand accurately and improve agent utilisation
• Analyse conversations automatically, uncover trends, improve coaching and service quality
• Connect systems quickly, automate workflows and eliminate manual data entry

Service documents

• Pricing document

  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 15

Service ID

324855399721011

Contact

Liz Holmes
02076137441
publicsector@cvdgroup.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Sales force productivity and management
  • Customer service
  • Contact centre
• Multi cloud support: No

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. Integrates with CRM and data warehousing applications such as Microsoft Dynamics 365, ServiceNow, Salesforce, and healthcare systems such as SystmOne.
• Cloud deployment model: Public cloud
• Service constraints: Requires reliable internet connectivity and compatible modern web browsers; agents need a PC or laptop with supported operating system and headset.
• System requirements:
  • Business grade internet connection
  • Internet Browser
  • PC / Laptop
  • Handset / Softphone

User support

• Email or online ticketing support: Yes
• 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 15 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: EN 301 549
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• 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 15 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: We provide onboarding through discovery sessions, configuration workshops, user training and hypercare support. Customers receive step-by-step guides, self-service knowledge base, and dedicated project management.
• 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. There is a per GB cost for the transfer. Cirrus will confirm the file size once notice has been received. All remaining customer data will be destroyed following a 28 day data extraction period.
• End-of-contract process: Upon termination, we work with the customer to export data, decommission the environment, and securely delete or anonymise residual data. Access is disabled and licensing ends; no further charges apply.
• Documentation accessibility standard: WCAG 2.2 A

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: A unified, browser-based workspace where agents handle voice and digital interactions, access customer or patient data, view tasks and metrics. Dashboards and widgets are tailored to roles, and administrators can configure routing, reports and other settings via intuitive menus.
• Accessibility standards: WCAG 2.2 AA
• 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: APIs support integration for user management, routing, reporting and data export, enabling clients to create, update and retrieve resources. Administrative actions such as core configuration changes are restricted to maintain platform integrity.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Users can configure skills, queues, IVR flows, routing rules, agent roles and permissions, dashboards, reports, evaluation forms, data retention policies and integrations via the administrative interface without vendor intervention. Custom APIs allow further development. All access is governed by Roles-based Access Control

Scaling

• Independence of resources: The platform uses multi-tenant architecture with dedicated logical instances, dynamic resource allocation and real-time scaling to isolate tenant workloads and maintain performance under peak loads.

Analytics

• Service usage metrics: Yes
• Metrics types: We provide real-time and historical metrics such as contact volumes, service levels, average handle time, abandonment rates, agent occupancy and adherence, call quality scores, queue times, and sentiment analysis results. Dashboards can be customised by role.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: Yes

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Cirrus

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Security Clearance (SC)

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 4.0)
• 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 CSA CCM v4.0
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Data can be exported via standard reports, scheduled exports, APIs or direct download of recordings and transcripts. Exports can be automated or manually triggered by administrators.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • JSON
  • MP4
• Data import formats:
  • CSV
  • Other
• Other data import formats: JSON

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)

Availability and resilience

• Guaranteed availability: NiCE CXone Mpower provides a 99.99% availability guarantee for core interaction delivery components.
• Approach to resilience: NiCE CXone Mpower is built on redundant architecture and distributed data centres to ensure survivability and immediate failover in the event of a downtime incident. This allows the platform to continue to provide services seamlessly to customers. The service's features are designed to ensure resiliency with high availability, backed by SLA guarantees that result in no loss of interactions or data, including a zero-downtime maintenance window. End-to-end data replication happens across each capability, ensuring that no data loss occurs while in transit or at rest. NiCE operates geographically separate data centres around the world, running multiple, self-sustaining instances of their applications, and providing elastic capacity to accommodate flexible usage. NiCE are regularly and currently ranked amongst the leaders in their field by recognised industry analysts, which is testament to a number of factors, including platform resilience.
• Outage reporting: We provide real-time status dashboards, automated email and SMS alerts, and incident reports. Significant incidents are communicated via account management channels.

Identity and authentication

• User authentication needed: Yes
• User authentication: Multi-Factor Authentication (MFA)
• Access restrictions in management interfaces and support channels: Users authenticate via Single Sign-On integrated with the organisation's identity provider using SAML or OAuth2. Multi-factor authentication is enforced and role-based permissions determine access.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: Multi-Factor Authentication (MFA)

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

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: We implement an ISO 27001?certified Information Security Management System, including access control, incident management, change management, vulnerability management, protective monitoring and secure development policies. Policies are reviewed regularly and enforced through training and audit.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: We follow ITIL-aligned change management processes, with documented procedures for request, impact assessment, approval, implementation, and rollback. All changes are logged in our configuration management database and audited.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: We operate a continuous vulnerability management programme that includes automated scanning, penetration testing, risk assessment and prompt remediation according to severity. Patching and updates are applied following change management protocols.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: We use real-time SIEM tools, intrusion detection and logging across all layers, with automated alerting and 24/7 monitoring by our security operations team to detect and respond to anomalies.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• 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. Incidents are triaged by severity, investigated, contained, eradicated, and lessons learned are incorporated into our controls and customers receive incident reports via email
• Post-quantum cryptography secure: Yes

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 v4.0)

Public sector networks

• Connection to public sector networks: Yes
• Connected networks: Other
• Other public sector networks: NHS Network (N3)

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Assessment Bureau
• ISO/IEC 27001 accreditation date: Wednesday 15 September 2021
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: British Assessment Bureau
• ISO 9001 accreditation date: Wednesday 15 September 2021
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 1262dde2-a549-4219-84b1-37a198214f7a
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: Df7e6f59-c464-4b18-a1d5-e04189e9309d
• Other security certifications: Yes
• Any other security certifications: NHS Data Security & Protection Toolkit

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Ensuring new workers are informed of their right to join a trade union
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Introducing transparency to pay and reward processes
    • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
    • Understanding of issues relating to entering the contract workforce

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition

Service documents

• Pricing document

  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.