Britannic Technologies

REWARDS - Holistic Multi-Channel MI and Gamification

Take your contact centre to the next level with Holistic Multi-Channel MI and Gamification. REWARDS gamifies your employee experience; encouraging and rewarding specific behaviours. Host tournaments, collect data to map user performance against process automation, reward staff; points, money, bonuses. We'll abolish absenteeism, turbo-charge productivity and re-engage bored CC agents.

Features

• Create tournaments and game battles
• Map User performance against process automation
• Reward staff with points, money and bonuses
• Integration with CRM, HR and contact centre
• Expose data to users/ teams on personalised apps
• Expose data to users/ teams on personalised leader boards
• Expose data on third party portals & alerts
• Holistic view of all data feeds, download & export data
• Personalised dashboards
• Aggregate data from different sources

Benefits

• User and agent effectiveness & usability
• Productivity and headcount efficiency
• Customer loyalty, sentiment and improved user experience
• Compliance, quality & technical enforcement
• Staff engagement, competency, training and change management
• Instilling company values - reduce absenteeism
• Receive enhanced MI to improve decision making
• Attract and retain talent
• Drive revenue with increased upselling and cross selling
• Give constructive feedback

£25 a user a month

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  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 jcambpbell@btlnet.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

434508623743690

Contact

James Campbell
01483242550
jcambpbell@btlnet.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: Web portals; Call Centre systems
• Cloud deployment model: Public cloud
• Service constraints: N/A
• System requirements: None. Fully managed solution

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Within 1 hours
• 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: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Via Britannic's website
• Web chat accessibility testing: N/A
• Onsite support: Yes, at extra cost
• Support levels: As part of our Standard FoC Account Management function, customers will have a named Account Manager plus direct access to a board level Director and Britannic’s Head of Operations.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Onsite training, online training & user documentation
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: This is requested and the data will be extracted / deleted when the contact ends.
• End-of-contract process: At the end of the contract the customer can continue to use the service (contract extension) or terminate use accordingly. There are no financial penalties or costs to terminate contract at end of agreed term or extend beyond initial term, commencing a new term, which triggers monthly service charge and transactions charges accordingly.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Service works on all platforms. Only difference is amount of real estate utilised.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: There is a dashboard which provides reporting, analytics & configuration
• Accessibility standards: None or don’t know
• Description of accessibility: N/A
• Accessibility testing: N/A
• API: Yes
• What users can and can't do using the API: Flexible API set available
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: The system can be tailored

Scaling

• Independence of resources: We use elastic scaling to not impact upon demand of the service.

Analytics

• Service usage metrics: Yes
• Metrics types: Yes. Eg's include:; #of interactions; #of actions; type of interactions
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

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

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: Up to 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 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
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: Csv
• Data export formats: CSV
• Data import formats: CSV

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: 99.95% uptime SLA; Service credits are provided to the value of 3.5% of the monthly service charge should this SLA not be met, per day up to a maximum of 100% of the monthly service charge for each month impacted. The service credits will be refunded to the customers account and notification provided.
• Approach to resilience: Available upon request
• Outage reporting: Email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Management interfaces are securely accessed via password control aligned to user profiles and privileges. Access to support channels is restricted to agreed named contacts within our customers - which are recorded on our CRM system - to ensure they have the authority to contact us for support and corresponding management control.
• Access restriction testing frequency: At least once a year
• 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: At least 12 months
• Access to supplier activity audit information: Users have access to real-time 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: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: 08/04/2020
• What the ISO/IEC 27001 doesn’t cover: Third party suppliers who do not directly impact the BTL Information Security
• 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: ISO 27001

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: Britannic Technologies Information Security is supported by ISMS framework of approved, communicated and published policies and procedures that includes all legal, physical and technical controls. BTL Information Security Policy as well as all other ISMS policies and procedures apply to all Britannic employees, while 3rd party management is governed by BTL 3rd Party Information Security Compliance Policy and annual suppliers reviews. Our management processes have been aligned to ISO/IEC 27001 and include (but are not limited to): Network Management, IT, Operations Security, Projects, Access Control, Suppliers Management, Asset Management, Human Resources Security. Due to evolving nature of information security, all BTL management processes are frequently reviewed to ensure Britannic Technologies remains in compliance with relevant legal and regulatory requirements of ISO/IEC 27001 and guidelines of ISO/IEC 27002. All ISMS Policies and Procedures have been approved by BTL Managing Director and Information Security Management Forum, made up of members of the Senior Management Team. BTL Information Security Management Forum carries an annual review of Information Security Policies and Procedures which can be also reviewed at other times as dictated by operational needs.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Any change requests are recorded through the service desk, logged and tracked - time bound. We then review change requests through our change management process. These are reviewed for a range of aspects, including potential security impact. All changes are recorded.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We have implemented vulnerability management process fully compliant with ISO 27001:2013. ; In order to identify potential threats we have:; - compiled an inventory of assets connected to our network; - identified critical systems and at-risk systems; - established timely and scheduled patch management process; - established a process ensuring programs and apps run the latest software versions; - established remediation timelines; We review and classify all vulnerabilities and associated threats on a regular basis as well as rate risks according to our stated risk categorisation and assign a remediation timeline to each risk.; We conduct a regular vulnerability testing/scanning process.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Britannic Technologies have implemented protective monitoring as a part of our risk management strategy. We collect and analyse log and event data which allows us to detect and promptly alert on operational and security issues related to a wide range of compliance and risk concerns. As a result we obtain information required to allow us to respond to incidents in a timely manner and to establish sufficient internal security controls for ongoing compliance with ISO 27001:2013 requirements.
• Incident management type: Supplier-defined controls
• Incident management approach: We have pre-defined processes for common events. Users can log tickets by phone, email or web portal. Tickets are timed from the point of being logged to closure. Each ticket type (Minor, Major & Critical) has an SLA, we monitor ticket closure & escalation processes. We have set up automated escalation at set times depending upon each type of ticket. We provide incident reports / RFO's as applicable.

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

  Britannic Technologies is strongly committed to integrating the best environmental practices into all business activities. We accept our environmental responsibilities and recognise the obligation to reduce the impact of our business activities on the environment. We have adopted the best practices and assist, where possible, in developing innovative solutions to the environmental issues and problems faced by the telecommunications sector. We conduct all activities in full knowledge of, and in compliance with, the requirements of applicable environmental legislation and approved codes of practice.; ; While assessing the environmental impact of our past, current, and likely future operations, we focus on fully integrating environmental considerations and objectives into our business decisions.; ; We seek to:; ; Minimise the consumption of natural resources, including energy, water, and raw materials, as far as is economically feasible; Prevent pollution and minimise emissions; Reduce the production of waste through effective waste management and recycling procedures, as well as disposing of unavoidable waste in such a way as to minimise its environmental impact
• Covid-19 recovery:

  Covid-19 recovery

  In the lead up to and during the pandemic we quickly transitioned all of our customers to a remote footing, many of whom operate in sensitive sectors such as social housing. We did this at little to no cost to our customers. We continue to introduce and support solutions which allow organisations to operate efficiently in the post-pandemic world whilst ensuring that their users are not put under undue stress.
• Tackling economic inequality:

  Tackling economic inequality

  It is vital our workforce is as diverse as the customers we serve.; We are always looking to expand our role as a champion of employee diversity, equity, and inclusivity. We are evaluating and formalising key processes to monitor our hiring and reward programs and ensure that all employees can play to win at Britannic.; Britannic are focussed on providing high quality jobs in and around our local community. We support employees with training and development programmes both internally and externally to encourage their professional development within Britannic and for the wider job market.; This approach goes from our Apprentices through to Senior Management.
• Equal opportunity:

  Equal opportunity

  At Britannic we value diversity and hold ourselves accountable to create a culture where our employees represent humanity. We embrace authenticity and trust, and lead with transparency, empowering our employees to have a voice that's heard. We are committed to learning, empowering, advocating, allying and supporting each other within our own walls and communities. A diverse and inclusive culture helps us achieve our mission of revolutionising the contact centre and bringing home the human experience.
• Wellbeing:

  Wellbeing

  Britannic Strongly advocate the importance of employee mental health in all aspects of our operations.; It is our view that belonging is only achieved when an employee feels truly able to be their whole and authentic self throughout all aspects of their work to this end;; We encourage employees to take regular breaks and use all their annual leave throughout the holiday period.; Support users with flexible working wheresoever possible; We provide employees with their birthday off every year.; We give employees an extra day of annual leave to volunteer in the local community or with a charity as a ""day to make a difference"".; Regularly invite partners and families to events.

Pricing

• Price: £25 a user a month
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

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