Amillan Ltd

Enghouse Contact Centre as a Service (CCaaS)

Enghouse CCaaS delivers a powerful, solution for customer service, sales, help desks, or virtually any environment requiring the intelligent handling of communications and interactions. Take advantage of the latest omni-channel customer engagement functionality and enjoy instant scalability, business agility and analytics that combine to create the best possible customer experience.

Features

  • Always available
  • Positive reputation
  • World-Class domain expertise
  • Ease of deployment
  • Strong CRM integration capability
  • Low monthly cost
  • Complete telco flexibility
  • Any language globally
  • Accelerates digital transformation

Benefits

  • Scalability to support mission critical contact centre operations
  • Efficient utilisation of technical resources for cost-effective operation
  • Significant scope for modernisation and transformation strategies
  • Browser-based interfaces offering true geo-independence
  • Rich flexible feature functionality to support end-users and drive CX
  • Powerful and intuitive web-based administration tools

Pricing

£72 a user a month

Service documents

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 enquiries@amillan.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

3 2 5 3 9 4 7 4 6 6 6 3 6 7 7

Contact

Amillan Ltd Cristina Cipollaro
Telephone: 07980 848 122
Email: enquiries@amillan.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
Unified Communications and Telephony (including Microsoft Teams)
Cloud deployment model
  • Public cloud
  • Private cloud
Service constraints
In the event a planned update is required, and where there may be some service impact, we will inform you with at least
14 days written notice via email distribution to your nominated contacts.
System requirements
  • Microsoft Windows Server 2012 or 2016
  • Microsoft SQL Server 2016 SP2 or higher
  • Microsoft Active Directory 2016
  • Microsoft .NET 4.7 or later
  • Microsoft Windows 7 (32 or 64 bit) or later
  • Supported Web Browser (Edge, Chrome or Firefox)
  • Please contact us for full requirements and alternative architectures

User support

Email or online ticketing support
Email or online ticketing
Support response times
Within 4 hours for P1, 8 hours for P2, 1 day for P3 tickets.
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
9 to 5 (UK time), Monday to Friday
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
Phone and Remote diagnostics - Response within 4 Hours for major faults being reported
Amillan provides dedicated Account Managers and Pre-Sales Technical Consultancy.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Enghouse and Amillan will provide professional services for delivery, onboarding, training and support services. All delivery and onboarding required using the PRINCE project management methodology, upon recipe of order. A project manager is assigned to the customer and shall peer with your own project team for at least the duration of the project until Phase 1 handover and successful Go Live.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
Reporting data can be exported
End-of-contract process
The tenant data is deleted.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
Application to install
Yes
Compatible operating systems
  • Windows
  • Other
Designed for use on mobile devices
No
Service interface
Yes
User support accessibility
None or don’t know
Description of service interface
There is an administration interface
This web interface is used to configure all aspects of the tenant, including the users, their roles on the system, the group, queues, skills, wrap up codes etc..
Accessibility standards
None or don’t know
Description of accessibility
It is accessed via a publicly available web page.
Accessibility testing
None
API
No
Customisation available
Yes
Description of customisation
There are many options to customise the service. The interfaces can be branded for example. All elements of the call flow and tenant configuration can also be tailored to the tenants needs.

Scaling

Independence of resources
All tenants are partitioned. They have their own databases for both recording and historical data. Also the platform is constantly monitored to ensure the correct resources are in place.

Analytics

Service usage metrics
Yes
Metrics types
SLA is reported, as well as MTTN (Mean Time to Notice) and MTTR (Mean Time to Repair) across the different priority issues. A service Description document is available for more details.
Reporting types
Reports on request

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Enghouse Interactive

Staff security

Staff security clearance
Other security clearance
Government security clearance
None

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
Supplier-defined controls
Penetration testing frequency
At least once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
Encryption of all physical media
Data sanitisation process
No
Equipment disposal approach
In-house destruction process

Data importing and exporting

Data export approach
Reports data can be exported to word, excel, pdf, tiff, MHTML and XML
Data export formats
Other
Other data export formats
  • Word
  • Excel
  • PDF
  • TIFF
  • XML
  • MHTML
Data import formats
CSV

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Other
Other protection between networks
"This is detailed in the Data Handling Policy. All data in transit is encrypted via SSL, SFTP or by use of a VPN.
All backups are marked as data at reset and are encrypted using standard encryption methods (2048 bit Encryption)
Realtime Data or data being processed is decrypted until its transmitted or backed up"
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Other
Other protection within supplier network
Network access is restricted to a few critical personnel -optionally data is encrypted at rest

Availability and resilience

Guaranteed availability
Enghouse provides an Uptime Service Level Objective of 99.99% at the
tenant level.
Approach to resilience
CCaaS is installed across two physical data centres and architected such that there is no single point of failure. Core (back-end) components follow a hot standby model, with the customer facing elements (front-end) being load balanced and provisioned such that an outage will not reduce capacity below the current system load.
Outage reporting
Tenants receive e-mail maintenance bulletins

Identity and authentication

User authentication needed
Yes
User authentication
Identity federation with existing provider (for example Google Apps)
Access restrictions in management interfaces and support channels
They are authenticated using a username and password, alternatively the service can integrate with the tenants own authenication provider for SSO
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 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
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
No
Cyber essentials plus
No
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
Security is governed by company policy documentation
There are several policies that address security. These include the data handling policy, operating procedures policy, and system access policy.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
This is covered in the change request policy.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
We engage a third party to conduct penetration testing annually
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
CCaaS is proactively monitored using Solarwinds NMS and OSSEC
OSSEC is used to automatically collect Event Viewer logging. OSSEC is setup to trigger alerts based on authentication failures. Application-level alerting about the following items are sent to the DevOps Team:
Capacity warnings
Misconfiguration warnings
Operational warning
Incident management type
Undisclosed
Incident management approach
The Enghouse Support and Operations teams employ industry-standard diagnostic procedures to drive resolution during
business impacting events.
Staff operators provide 24x7x365 coverage to detect incidents and to manage the impact and resolution.
Internal communications methods are in place to ensure the Cloud Operations team employees understand their individual roles and responsibilities and how to communicate significant events in a timely manner.
Enghouse also has implemented various methods of external communication to support its customer base. Mechanisms are in place to allow the customer support team to be notified of operational issues that impact the customer experience.

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

Fighting climate change

Fighting climate change

We completed an exercise in 2021 which concluded that, as essentially a software and services house, working in a normal office environment, our organisation can and does have a positive impact on the Sustainable Development Goals. Any impact, be it positive or negative, is typical of any standard office run business and unlikely to be of major consequence, although impactful though an accumulative effect.

In 2021 we participated in the annual Nokia Carbon Displacement Programme which allowed us to confirm our minimum impact on the environment through Climate Assessment.

Responsible Consumption and Production – Our emissions are very much in line with a typical office environment so the precautions we take to minimize energy and resource usage is that of a typical home but on a larger scale. We re-cycle wherever possible and switch to reduced power when areas are not in use. We have eliminated our company car policy which has been replaced by an allowance. We encourage all to use public transport or cycle where possible.

Industry, Innovation, and Infrastructure – We develop and supply software to automate service transactions using artificial intelligence thus reducing headcount and associated overheads in terms of resources.
Covid-19 recovery

Covid-19 recovery

.
Tackling economic inequality

Tackling economic inequality

.
Equal opportunity

Equal opportunity

.
Wellbeing

Wellbeing

.

Pricing

Price
£72 a user a month
Discount for educational organisations
No
Free trial available
No

Service documents

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 enquiries@amillan.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.