Opus Telecoms

Cirrus Contact Centre as a Service - CCaaS Sandbox

Provides Cirrus users with an entirely segregated instance within the Cirrus Contact Centre as a Service - CCaaS platform. This allows customers to innovate in a safe environment while your business operates without interruption. If you have the requirement for a unique set-up, complete customised configurations, workflows and business rules.

Features

• Sandbox allows you to create replicas of your production environment.
• Test before you roll out.
• Unique set-up, completely customised.

Benefits

• Safe environment while your business operates without interruption.
• Build, test and train, making the big changes feel seamless.
• Big rollouts are done with your mind at ease.

£343.75 an instance a month

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 bid@opustech.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

496450677456451

Contact

Jenny Critchfield
02085457121
bid@opustech.co.uk

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Extends to the wider Cirrus CCaaS portfolio
• Cloud deployment model: Public cloud
• Service constraints: No
• System requirements:
  • Business grade internet connection
  • Internet browser

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our response time for email and ticketing support is within 30 minutes during the week, at weekends we recommend customers call us.
• 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: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: As accessibility is built into our product development - and we are utilising our own web chat services to provide customer support - then all accessibility development ultimately flows down into our web chat support service
• Onsite support: Yes, at extra cost
• Support levels: The Opus service offerings provide a full range of contracted options for supporting customers, ranging from business hours Monday to Friday to 24 x 7 and everything in between. In all cases, the maximum response time for starting problem diagnosis is 30 minutes. However, we can advise that, in most cases, work starts in around 10 minutes.; ; Service Window; • Premium - 24/7; • Superior - 8.00 - 20.00 Monday - Friday; • Custom - 8.00 - 18.00 Monday - Friday; ; Pricing is provided under the Support Services for G Cloud 13 Service Listing. You will be assigned a Dedicated Account 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 a fully managed implementation service designed to migrate customers from legacy solutions. We have a unique training and knowledge transfer process, '30, 60, 90'. You can find more details in our Service Definition document accompanying this listing.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: The customer will need to extract any customer generated statistics and data from the platform, all data not already transferred over to the customer will be transferred VIA SFTP to a nominated location. There is a per GB cost for the transfer, please refer to your pricing calculator for the transfer costs, Cirrus will confirm the file size once notice has been received.; All remaining customer data will be destroyed will be following a 28-day data extraction period.
• End-of-contract process: We provide a simple and quick exit process for customers. Additional costs are related to data extraction, if there are any remaining call recordings on the platform.; ; Customers can give notice in accordance with the terms in the contract.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: Yes
• Compatible operating systems: Windows
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: The service is available entirely through a web-browser – regardless of user role (agent, supervisor, administrator) – and can be accessed anywhere with an appropriate internet connection. Our browser-based administration portal allows those with the appropriate permissions to make changes to the service in real-time from any internet-enabled location. We have ensured that a wealth of detail is provided directly within the service's browser-based interface, enabling quick and easy reference for administrative tasks, regardless of complexity.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: The proposed Contact Centre platform is under continual development to ensure inclusivity and accessibility for all Contact Centre staff. We are committed to WCAG accreditation and are currently in the Auditing process with an external WCAG verifier against version 2.1 guidelines to AA standard.; ; 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: We provide RESTful APIs based on open API standards, allowing for a wide range of operations to control and manage the platform. We also allows users to configure remote API calls within the platform, allowing customers to pull information on demand from other third party systems. Variable data can be stored and manipulated within the platform allowing customers to implement complex business process.; ; API access and security can be configured via the portal.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Each Agent widget can be customised, both functionally and aesthetically, with a multitude of configuration options available for each individual widget instance, using nothing more than the inherent capabilities of a modern desktop browser; vital when supporting users with special assistive needs - such as those with visual impairments.; ; The Advisor and Supervisor interfaces are completely customisable, and a bespoke configuration is created for each customer, which can be different right down to each individual if needed, but typically is tailored to each service team.

Scaling

• Independence of resources: Our network has been designed to provide multi-tenanted elasticity in relation to both computational and storage-based expansion across our entire customer network. Our triple-datacentre voice architecture enables load-balancing across all active application clusters in a way that supports exponential scale in demand.

Analytics

• Service usage metrics: No

Resellers

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

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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: Another external penetration testing organisation
• Protecting data at rest: Physical access control, complying with SSAE-16 / ISAE 3402
• Data sanitisation process: Yes
• Data sanitisation type: 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: Data is available via online portal download.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • HTML
  • PDF
  • WAV
  • MP3
  • REST-based API
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • WAV
  • REST-based API

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: Other
• Other protection within supplier network: Data is transited between data centres via private backbone links.

Availability and resilience

• Guaranteed availability: We have a 99.99% service level agreement in place and a service credit regime in the event that we do not meet or surpass or up time metrics. You can find details of this in the Service Definition document accompanying this listing.
• Approach to resilience: We have described our cloud architecture and how we set it up to achieve maximum resiliency for all of our customers in the Service Definition document accompanying this listing.
• Outage reporting: Dashboards, Email, SMS and Voice IVR alerts where the circumstance require.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: We administer roles based access for all of our services.
• 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: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Cirrus was accredited by QMS International Ltd
• ISO/IEC 27001 accreditation date: 17/02/2022
• What the ISO/IEC 27001 doesn’t cover: Not applicable
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Cirrus was accredited by BCH Bristol
• PCI DSS accreditation date: 01/12/2021
• What the PCI DSS doesn’t cover: Not applicable
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • Cyber Essentials
  • Cyber Essentials plus - (Cirrus)

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: Opus is currently accredited to the Cyber Essentials Scheme and our certificate number is IASME-CE-031710.; we are currently working ISO27001:2005 accreditation by the end of Quarter 2 2022.; ; Opus has implemented a formal Risk Management process aligned to ISO27005 risk assessment standards and to ISO27001 and Cyber Essentials information security standards, in order to identify and manage Information Security risks and apply appropriate management action. Opus conducts on-going assessments of threats and vulnerabilities to determine the necessity of controls. Opus continuously monitors for any changes to the threat environment and makes any necessary adjustments to maintain an acceptable level of risk. ; ; As part of the Cirrus ISO 27001 processes and Cyber Essentials Plus accreditation requirements, they have enlisted an external CREST certified service provider to provide independent penetration testing and feedback every quarter at Board level. Cirrus performs regular risk assessments of their internal network and application architecture as stipulated under their ISO 27001 certification; recertification audits verify completion of the Management Review Minutes, forming part of the Cirrus Monthly Senior Leadership Team (SLT) agenda.

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 configuration management processes are part of the overall Service Asset and Configuration Management process. Our Configuration Items (CIs) include hardware, software, buildings, people and formal documentation and the relevant information is managed throughout the lifecycle. The processes for doing this are clearly documented, for example Change Control processes.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: • External vulnerability scans (frequency); Quarterly; ; • Internal vulnerability scans; Yes; ; • External Penetration Test (frequency); Annual Penetration testing is conducted on the network perimeter and infrastructure, and websites used to host, process or transmit client Data as part of the Cyber Essentials Plus certification; ; • Internal Penetration Test; Yes; ; Our database is monitored and reviewed to determine required security related patches.; ; We use an industry accredited Anti-Virus, updates are minimum once daily.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: The service is monitored 24-hours a day using Zabbix, Graphana, and bespoke software that collects various statistics from servers, applications, and devices. Any potential compromises are immediately alerted via email and SMS to the security team. Response time and rates are specific to the nature of the potential compromise, for example, a user failing authentication 3-times in under 5-minutes would be treated differently to a user failing authentication 50-times in under 60-seconds.
• Incident management type: Supplier-defined controls
• Incident management approach: We have standard incident management procedures in place to ensure that we can restore a service as quickly as possible and to minimise adverse impact on business operations. Customers can raise an incident or service request by telephone or email. Queries to the Opus Support Desk are logged as cases within our support system and categorised according to Priority. Customers receive incident reports via email.

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: Yes
• Connected networks: NHS Network (N3)

Social Value

• Fighting climate change:

  Fighting climate change

  Opus is committed to achieving Net Zero emissions by 2050, we remain dedicated to reducing our environmental footprint and meeting expectations of sustainability. We are accredited to ISO 14001 Environmental Management Standard, which is based on the company' ability to reduce costs in waste, recycling, and consumption, as well as manage environmental risks. This certification will help Opus’ long-term commitment to reducing its environmental impact - putting sustainability at the heart of our business.; ; Opus believes that everybody is responsible for the preservation of our environment - and that includes us. Of course, we want to be successful in our business goals, but we want to do this whilst ensuring we reduce the impact we have on the environment. That is why we are committed to playing our part. Our efforts do not stop there. We recycle waste in our offices and ensure that we use paper and other resources responsibly to reduce emissions. We dispose of old equipment in line with current legislation. We also invest in our support staff and equipment, and this lets us deal with 90% of all support calls from our offices. ; ; Whilst we are doing everything we can, we still must travel and run offices, so we calculate our carbon footprint and each year we plant enough trees to ensure we are carbon neutral. We want our environmental policy to evolve. We are committed to changing our working patterns to help us preserve the environment. We inform new team members about our environmental policy and help them play their part. ; ; Finally, Opus is committed to effective stewardship of the environment. Together, we can build a resilient future for our planet, its people, and its future generations.
• Covid-19 recovery:

  Covid-19 recovery

  Now more than ever, it’s critical that we make it possible for our customers to continue their operations and help them respond to the unique demands that they may be facing. ; ; In the UK, up to one in five employees engage in flexible working from home or in fact anywhere, it is this flexible approach that is most attractive to the modern-day professional, often more so than money and status. In fact, flexible working arrangements can give companies a key competitive advantage over rivals when attracting top talent for their business.; ; The benefits of a flexible approach are numerous. Employers get employees that are more motivated by the reward, less distracted, less stressed, and often more productive. They also benefit from saved money on reduced rent on smaller office spaces and can attract a wider talent pool as they are not restricted by commuting distance to the office. Employees save 4 hours per day from their daily commute which consequently allows everyone to feel the benefit of less congested roads and rail networks.; ; Of course, such an approach requires trust, but the technology is available to fully support flexible workers to collaborate with colleagues and have the very same, feature rich telephony as if they were sat in the office. Managers benefit from more advanced tools and reports. Marry this with a full Omni channel approach ensures Defra can provide customers, suppliers, and staff the ability to engage with Defra using their preferred media of choice.
• Tackling economic inequality:

  Tackling economic inequality

  From creating new employment opportunities, to improving education and training, Opus is committed to tackling economic inequality at root. Our overriding vision is to help lower the unequal distribution of income and opportunity between diverse groups in society. ; ; Opus is proud to be an accredited Living Wage Employer, by paying the real Living Wage, we are voluntarily taking a stand to ensure our employees can earn a wage which is enough to live on. The real Living Wage is the only UK wage rate that is voluntarily paid by almost 10,000 UK businesses who believe their staff deserve a wage that meets everyday needs. That basic fairness is at the heart of what the Living Wage campaign is trying to achieve and why great businesses and organisations choose to go further than the government minimum. As well as it being the right thing to do, there is a growing body of evidence demonstrating the business benefits of becoming a Living Wage employer.; ; Our commitment is to work with diverse, high-quality suppliers and is an important aspect of our procurement vision. We only partner with trusted and industry leading technology partners with whom we have developed strong relationships, working close to deliver industry leading technology solutions and services that provide our customers with tailored technology with purpose. ; ; Opus is committed to paying suppliers on time, giving clear guidance to suppliers and encouraging good payment practice.
• Equal opportunity:

  Equal opportunity

  Opus does not discriminate against staff on the basis of their gender, sexual orientation, marital or civil partner status, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability, or age. The principle of non-discrimination and equality of opportunity applies equally to the treatment of former staff, visitors, clients, customers, and suppliers by members of our current workforce. We are committed to a programme of action to make our policy effective and to bring it to the attention of all staff. ; ; We aim to ensure that no job applicant receives less favourable treatment on any unlawful grounds. So, for example, we avoid asking job applicants questions about health or disability before making a job offer, except in specified circumstances. Our recruitment procedures are reviewed regularly to ensure that individuals are treated based on their relevant merits and abilities. Job selection criteria are regularly reviewed to ensure that they are essential for the effective performance of the job and therefore justified on non-discriminatory grounds. We take steps to ensure that knowledge of vacancies reaches a wide labour market and, where relevant, groups underrepresented in our organisation. Where appropriate, use may be made of lawful exemptions to recruit suitably qualified people to cater for the special needs of particular groups. ; ; To ensure our policy is operating effectively with respect to recruitment and selection, and to identify those sections of the local community which may be under-represented in employment, we monitor applicants' racial origins, gender, disability, sexual orientation, religion, and age as part of the recruitment procedure. We also maintain records of this data in an anonymised format. Ongoing monitoring and regular analysis of the data obtained provide the basis for taking appropriate steps to eliminate unlawful direct and indirect discrimination and implement this policy.
• Wellbeing:

  Wellbeing

  Opus believes that keeping our workforce motivated and healthy is worthy of investment as our workforce is our most important asset. We want to keep our staff healthy, motivated, and present at work, so that they perform the duties they are paid to do, are productive and contribute to the profit of the company.; ; Opus has created a mental health process highlighting mental health awareness among our employees by making information, tools, and support easily accessible. We have a tailored Employee Assistance Programme which is advertised around the office and on the intranet to support our employee’s wellbeing.; ; We encourage open conversations about mental health and the support available when our employees are struggling, during the recruitment process and at regular intervals throughout employment, with appropriate workplace adjustments offered to those employees who require them.; ; We provide our employees with good working conditions to ensure they have a healthy work/life balance and offer opportunities for development.; ; Our priority is to be proactive, so employees can gain awareness, education, and support to successfully function at work and at home, free from factors which may negatively impact upon their health.

Pricing

• Price: £343.75 an instance a month
• Discount for educational organisations: No
• Free trial available: No

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