UPLAND SOFTWARE UK LIMITED

InGenius

InGenius delivers one simple integration that supports complex contact center workflows bringing data from telephony systems into your CRM which allows you to:
• Help employees be efficient at the office or from home
• Seamlessly shift from on-premise to cloud-based PBX
• Unlock business insights with detailed call analytics

Features

• Connect your telephony to your CRM
• Computer Telephony Integration (CTI)
• Screen Pop
• Click To Dial
• Assisted Call Wrap
• Workflow Integrations
• Voice and Data Transfer
• Federated Presence
• Salesforce Service Cloud Voice

Benefits

• Connect your telephony to your CRM
• Help employees be efficient at the office or from home
• Seamlessly shift from on-premise to cloud-based PBX
• Unlock business insights with detailed call analytics in your CRM
• Engage customers wherever they are using omnichannel service and sales
• Monitor and measure employee performance.

£310 a user a year

• Free trial available

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

Framework

G-Cloud 14

Service ID

391021009092753

Contact

Heather Babington
0161-362-6518
gcloud@uplandsoftware.com

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Telephony Systems (PBX), and Customer Relationship Management (CRM) systems
• Cloud deployment model: Public cloud
• Service constraints: Please see the Service Description document for details of the telephony systems and CRM systems supported
• System requirements:
  • CRM: Salesforce, D365, ServiceNow
  • Telephony: Genesys, Avaya, Cisco, Asterisk

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We operate 3 levels of support: Standard, Plus, Enterprise Our response times for each are shown below Standard: Cloud Incident (“Outage”):1 Hour (24/7/365) 1 – Urgent : 1 Business Hour 2 – High: 4 Business Hours 3 – Normal: 1 Business Day Plus Cloud Incident (“Outage”):1 Hour (24/7/365) 1 – Urgent : 1 Hour (24x5 Mon-Fri) 2 – High: 4 Business Hours 3 – Normal: 1 Business Day Enterprise Cloud Incident (“Outage”):30minutes (24/7/365) 1 – Urgent : 1 Hour (24x7) 2 – High: 4 Business Hours 3 – Normal: 1 Business Day Business Hours are 9-5 Mon-Fri exc. Public Holidays
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes, at an extra cost
• 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: None
• Onsite support: No
• Support levels: We operate 3 levels of support: Standard, Plus, Enterprise Our response times for each are shown below Standard: Cloud Incident (“Outage”):1 Hour (24/7/365) 1 – Urgent : 1 Business Hour 2 – High: 4 Business Hours 3 – Normal: 1 Business Day Plus: Cloud Incident (“Outage”):1 Hour (24/7/365) 1 – Urgent : 1 Hour (24x5 Mon-Fri) 2 – High: 4 Business Hours 3 – Normal: 1 Business Day Enterprise Cloud Incident (“Outage”):30minutes (24/7/365) 1 – Urgent : 1 Hour (24x7) 2 – High: 4 Business Hours 3 – Normal: 1 Business Day Business Hours are 9-5 Mon-Fri exc. Public Holidays Standard is included within the annual software license cost Plus is charged at 20% of the annual software license cost Enterprise is charged at 35% of the annual software license cost
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: All Services will be delivered remotely.; Onboarding; Our standard out-of-the-box configurations include the following services:; • Project Planning and Kick-off; o Onboarding and training strategies, ; o Discussing and gathering the technical integration requirements; • Core Configurations; o Configure Managed Groups, which include ;  Telephony ;  Intelligent dialing ;  Client settings ; • Workflow Integrations; o Changes to;  IVR data processing, Lookups, Pop-ups, Call data saving ; • Training; o Admin Training
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: There is no data to be extracted. ; ; After a customer contract ends, application configuration data is maintained for 90 days (in case of reinstatement), after which it is deleted.
• End-of-contract process: After a customer contract ends, application configuration data is maintained for 90 days (in case of reinstatement), after which it is deleted. No customer is stored within InGenius, therefore no data extract is required

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
• Application to install: Yes
• Compatible operating systems: Windows
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Small widget surfaced within the confines of a CRM interface within a browser.
• Accessibility standards: None or don’t know
• Description of accessibility: Users carry out phone controls (such as answer, transfer, clear) using the small widget surfaced within the confines of a CRM interface within a browser.
• Accessibility testing: None
• API: No
• Customisation available: Yes
• Description of customisation: No. An administration app is provided to configure options available out of box. Any additional customization occurs only through Upland Professional Services.

Scaling

• Independence of resources: Customers who demand a guarantee of dedicated resources can be placed in an isolated environment for an additional cost. For all shared resource customers Upland employs monitoring to isolate system metrics by customer to identify any customer with high resource utilization before it becomes system impacting.

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: 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: Another external penetration testing organisation
• Protecting data at rest: Encryption of all physical media
• 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: No customer is stored within InGenius, therefore no data extract is required
• Data export formats: Other
• Other data export formats: N/a
• Data import formats: Other
• Other data import formats: N/A

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: Upland shall make the Application Available, as measured on a 24 hours per calendar day basis over the course of each calendar month at least 99.9% of the time, excluding only the time the Application is not Available solely as a result of one or more Exceptions. “Available” means the Application is available and operable for access and use by Customer and its Users over the Internet. No period of Application degradation or inoperability shall be included in calculating Availability if such downtime or degradation is directly caused by any of the following (“Exceptions”): a. Customer’s or any of its Users’ use of the Application in a manner inconsistent with the Documentation; b. failures of Customer’s or its Users’ Internet connectivity not caused by Upland; c. Internet or other network traffic problems other than problems arising in or from networks actually provided or controlled, or required to be provided or controlled, by Upland; or d. Scheduled Downtime.
• Approach to resilience: Available on request. ; In addition, where on-premise deployment is needed to support local telephony, then HighAvailability servers can be deployed.
• Outage reporting: Outage reporting is carried out through our support portal

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: Cloud, Support Upland does not permit unauthenticated (guest) access to systems with sensitive data., and generic logins are not used within our systems, applications or services. User accounts are configured to prevent password reuse, and access rights are reviewed on a regular basis. User profiles are created with the principle of least privilege, and Upland has segregation of duties in place for issuing and approving access
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Dedicated link (for example VPN)
  • Username or password
  • Other
• Description of management access authentication: SSO SAML IP Allow List

Audit information for users

• Access to user activity audit information: You control when users can access audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: You control when users can access audit information
• How long supplier audit data is stored for: At least 12 months
• 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: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: SOC 2 Type II Report

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: Upland Software’s product lines are accredited or follow best practices as defined by various bodies in relation to their standards and procedures. These include, but are not limited to: ++ SSAE-16 / ISAE 3402 ++ SOC 2 ++ Privacy Shield ++ PCI DSS
• Information security policies and processes: Upland’s security framework is built around ISO27001 standards. Policies are reviewed on an annual basis and reviewed and approved by the Chief Security Officer.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Upland uses an ITIL-based change management process that requires documentation and multiple layers of approval. Upland’s change process requires business and CAB team approval before any changes can be made to production. All product releases require an internal Go/ No Go meeting, with all departments required to attend and accept the new product version before it can be released to Upland customers.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Upland participates in the following security forums and professional associations: SANS, insecure.org, w3.org, cert.org, and securityfocus.com. Additionally, alerts are sent to us from Microsoft and Adobe security departments, and we receive alerts from the 3rd party organization conducting our quarterly vulnerability scans and 24x7 monitoring services. We receive alerts via Microsoft on software and OS updates/patches. We use Microsoft Server Update Service (WSUS) to deploy and manage security patch updates. Patches are tested prior to installation. We make every attempt to install critical security patches as soon as possible while ensuring compatibility and testing requirements are met.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Upland’s Security Organization performs monitoring activities to continuously assess the quality of internal controls and security posture of our environment.  real-time scanning of all web traffic for intrusions and anomalies,  recurring internal vulnerability scans of hosts in the environment,  recurring external vulnerability scans of external IP addresses and ranges of the environment,  continuous, real-time monitoring of security logs generated on all servers. Upland employs Intrusion Prevention Systems to block traffic that matches specific patterns. The results of these activities are shared so analysis and remediation can be performed. Security staff 24x7x365 to perform analysis and remediation.
• 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: Users can report incidents using our Support channels as described in our Service Document. These include email, web, and phone. For critical severity incidents, a Root Cause Analysis shall be provided either via your Customer Success Manager, or as part of the support ticketing process.

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Covid-19 recovery
  • Wellbeing

  Covid-19 recovery

  InGenius allows our customers to take advantage of cloud telephony to support remote working

  Wellbeing

  At Upland, we recognize the importance of diversity, equity, and inclusion for our team members, our customers, and the communities which they represent. We are committed to educating ourselves and doing the necessary work so we can identify opportunities to create impact where it matters most to our team members and to build a richer sense of community for all. Because at the end of the day we want everyone to feel seen, respected, and heard.

Pricing

• Price: £310 a user a year
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Trials can be undertaken on a case by case basis, with any setup fee needed charged according to requirements

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