INCLINE IT LIMITED

Active Contact

Our solution, Active Contact, is dedicated to transforming customer engagement. We harness best-of-breed cloud-native technologies, powered by Amazon Connect, alongside our innovative and customer-first service architecture to deliver top-tier omnichannel engagement solutions.

Features

• Native Amazon Connect cloud contact centre platform
• Omnichannel voice, chat and task management
• Intelligent call routing and queue management
• Built-in real-time reporting and analytics
• Secure AWS UK-hosted infrastructure
• Elastic scalability to meet demand peaks
• API-driven integration with CRM and line-of-business systems
• High availability and resilient architecture
• Role-based access control and audit logging
• UK-based implementation and managed service support

Benefits

• Eliminates the need for on-premise telephony infrastructure
• Improves customer experience through intelligent routing
• Enables rapid deployment without complex hardware
• Scales up or down in line with operational demand
• Provides clear visibility of performance and service levels
• Supports secure remote and hybrid working models
• Integrates easily with existing housing and public sector systems
• Enhances operational resilience and service continuity
• Simplifies compliance through secure AWS controls
• Pay-as-you-use pricing aligned to actual consumption

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 sales@incline-it.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

544005792458776

Contact

Sales
0845 330 3225
sales@incline-it.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Contact centre
• Multi cloud support: Yes

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: Active Contact is a suite of customer services based on top of the AWS eco-system.; ; It can be as simple as a single Amazon Connect instance, and as complex as a custom user interface and totally bespoke.
• Cloud deployment model: Public cloud
• Service constraints: Support is supplied remotely. Standard Support hours are Monday to Friday 8:00am to 6:00pm, however enhanced Support Hours can be purchased if required.
• System requirements:
  • For Agents, Dual-core 2.0 GHz or higher and 4GB RAM
  • For Agents, Modern Web Browser (Latest 3 versions)
  • Access to Microphone and Output audio device
  • Network - Minimum 100KBPS and <200ms Latency

User support

• Email or online ticketing support: Yes
• Support response times: Critical incidents - Immediate High - 10 Minutes Medium - 1 Hour Low - 4 Hours Very Low - 1 Day
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• 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), 7 days a week
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: For our largest customer we have run through an independent WCAG 2.2 test and formal compliance.; ; This is specifically designed to ensure end users and agents experiences are both WCAG compliant with modern web based interfaces.
• Onsite support: Yes, at extra cost
• Support levels: We provide a tiered support model aligned to a defined Incident Response Matrix. ; ; Priority 1 (Critical) incidents receive immediate response with a one-hour target resolution inside business hours and two hours outside. ; Priority 2 (High) incidents receive a 10-minute response and four-hour resolution. ; Priority 3 (Medium) incidents receive a one-hour response and eight-hour resolution. ; Priority 4 (Low) incidents receive a four-hour response and 24-hour resolution, while Priority 5 (Very Low) incidents receive a one-day response and one-week resolution. All support levels are included within our standard support service; there are no uplifted charges for higher-priority incidents. ; ; Support outside of business hours is available at an extra cost. ; ; We provide access to a technical and support staff as the required to assess and resolve the support issue. The staff offer proactive guidance, environment familiarity, and escalation management to ensure efficient issue resolution and ongoing operational assurance.
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: Our onboarding process is designed to accelerate time-to-value through a structured, Agile-led framework that prioritizes risk mitigation and user adoption.; ; 1. Discovery & Strategic Alignment; We begin with rigorous requirements gathering and an initial assessment of your technical landscape. This ensures our implementation aligns with your specific KPIs. For customers utilising AWS OGVA (One Government Value Agreement), we integrate specific cloud-readiness checks to leverage your existing infrastructure efficiently.; ; 2. Prototyping & Iterative Delivery; Where applicable, we develop a Proof of Concept (PoC) to validate the architecture. Following this, we employ an Agile approach, building core capabilities first and iterating on smaller deliverables. This reduces risk and allows for continuous feedback.; ; 3. Comprehensive Training Ecosystem; We provide a blended learning experience to ensure long-term success:; ; Onsite & Online Training: Targeted workshops and on-demand modules for all user levels.; ; User Documentation: Robust, searchable knowledge bases.; ; AWS Partnership: If a customer can sign up to AWS OGVA (One Government Value Agreement), users benefit from extensive, specialised training provided directly by AWS, ensuring your team masters both our service and the underlying cloud ecosystem.; ; This layered journey ensures users are empowered to achieve measurable results from day one.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: When a contract ends, we prioritise a seamless and secure data portability process, ensuring you maintain full ownership of your organizational intelligence.; ; Direct Data Lake Access; The foundation of our extraction process is the Amazon Connect Analytics Data Lake. Throughout the contract, your data, including Contact Trace Records (CTRs), Agent Events, and Contact Lens insights is stored in an Amazon S3-based data lake in its native, high-fidelity format.; ; Extraction Methods; Users can extract their data using industry-standard tools and protocols:; ; Athena Querying: You can run SQL queries via Amazon Athena to filter and export specific subsets of data into CSV or Parquet formats before the final handover.; ; Automated Export: We support configuring Kinesis Data Firehose to stream data to external destinations in real-time or as a final end-of-contract batch.; ; This "schema-on-read" approach ensures that your data is not trapped in a proprietary format, allowing for easy ingestion into any third-party BI or CRM tool.
• End-of-contract process: Our approach to the end of a contract is designed for simplicity and transparency. Because our customers maintain direct access to the underlying Amazon S data lakes throughout the life of the agreement, there is no complex data "handover" required at the conclusion.; ; End of Contract Process; At the end of the term, the process primarily focuses on service decommissioning. This involves:; ; Disabling active user access and API integrations.; ; Offboarding cloud resources and closing associated service instances.; ; Providing a final confirmation that all proprietary data remains accessible in your own environment or has been successfully transitioned.; ; Pricing and Costs; Included in the Price: Standard service decommissioning is a core part of our commitment and is included at no additional cost. This covers the administrative and technical steps required to wind down the environment.; ; Additional Costs: There are typically no hidden exit fees. However, any specialised data transformation services or extended archival support requested beyond the standard decommissioning scope would be treated as an additional professional services engagement.; ; This model ensures that you are never "locked in" and can transition away with full control over your data assets.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: A partner mobile application is used for mobile phone access.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Active Contact powered by Amazon Connect provides a browser-based, intuitive service interface that enables contact centre users to manage customer interactions across voice and digital channels from a single workspace. Supervisors can monitor performance, manage queues, and access live and historical analytics, while administrators configure routing, hours, and integrations through a secure, web-based console without the need for specialist telephony hardware.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: We have not conducted any interface testing of the Amazon Connect interface with users of assistive technology.
• API: Yes
• What users can and can't do using the API: Using an API with Amazon Connect, users can programmatically provision, configure, and manage many aspects of the service, but not everything available in the web console.; ; What users can do via the API -; Users can set up Amazon Connect by creating instances, configuring contact flows, queues, routing profiles, hours of operation, prompts, users, and phone numbers through published APIs and SDKs. The API also allows ongoing changes, including updating contact flows, modifying queue settings, managing users and permissions, integrating with external systems (for example CRM or ticketing platforms), retrieving real-time and historical metrics, and automating routine administrative tasks as part of CI/CD or infrastructure-as-code processes.; ; What users cannot do via the API - ; Some initial setup and advanced configuration steps must still be completed in the Amazon Connect web console. This includes certain first-time instance settings, UI-only features, and some Workforce Management, Quality Management, and UI customisation functions. Additionally, API actions are constrained by AWS service limits, IAM permissions, and region availability, and they do not provide full control over the agent desktop user interface itself.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Active Contact is a combination of AWS Services and Incline-IT customised code. As such users are able to customise and Incline-IT can provide advanced customised changes to the services.

Scaling

• Independence of resources: We ensure zero cross-user impact by deploying each customer into separate, dedicated AWS accounts, providing absolute resource isolation at the AWS account level. ; ; For each environment, we maintain distinct Amazon Connect instances for Test and Live workloads, ensuring that development activities or load tests never compete with production traffic. ; ; Because Amazon Connect enforces Service Quotas (e.g., concurrent calls and API rates) on a per-instance basis, one customer’s spike in demand cannot consume the capacity allocated to another. This multi-layered separation provides predictable performance and adheres to CSA CCM v4 (IVS domain) and CIS v5.0.0 isolation standards.

Analytics

• Service usage metrics: Yes
• Metrics types: We provide a multi-layered approach to visibility, combining real-time operational data with contractual performance tracking.; ; Self-Service Analytics: Users can leverage Amazon Connect’s native dashboards to create custom real-time and historical metrics via a no-code interface.; ; Custom Data Access: For advanced reporting, we provide access to the Amazon Connect Data Lake, enabling deep-dive analysis and integration with external BI tools.; ; Service Performance: We deliver monthly reports via our Jira Service Desk, providing transparent tracking of Service Level Agreements (SLAs), including response and resolution times, to ensure consistent service quality.
• 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: Amazon Web Services

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: Baseline Personnel Security Standard (BPSS)

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: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• 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
  • Data Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase
  • Degaussing
  • Physical Destruction / Hardware containing data is completely destroyed

Data importing and exporting

• Data export approach: Customers extract data by enabling the "Analytics Data Lake" feature, which automatically shares pre-computed datasets (like Contact Records and Agent Events) from a managed AWS account to the customer’s account via AWS Lake Formation. Once the resource share is accepted, the data is cataloged in the AWS Glue Data Catalog. Customers then use Amazon Athena to run standard SQL queries against this cataloged data stored in S3. For visualization, the Athena views are connected to Amazon QuickSight, while programmatic extraction is handled via the Lake Formation API or by exporting query results for external BI tools.
• Data export formats:
  • CSV
  • Other
• Other data export formats: SQL Queries via AWS Athena
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Amazon Connect is a platform with a 99.99% uptime SLA and can support 100,000 concurrent users on a single Connect instance.; It is based in AWS eu-west-2, which is the London Region and is deployed across 3 AWS availability zones in an active-active-active architecture.; A single availability zone is at least 2 x Tier 4 datacentres, therefore a single Connect instance runs by default across at least 6 Tier 4 datacentres across the south of England.; ; Our Terms and Conditions detail the process if guaranteed levels of availability are not met.
• Approach to resilience: This information is available on request.
• Outage reporting: If an outage were to occur, our customers would receive an email alert.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: In Amazon Connect, access to management interfaces and support channels is tightly controlled using AWS Identity and Access Management (IAM). Role-based access control ensures users are granted only the permissions required for their job function, following the principle of least privilege. Administrative access can be restricted by role, account, IP address, and multi-factor authentication. Access to AWS support channels is similarly governed by IAM policies, allowing organisations to limit who can raise cases, view account details, or manage service configurations. This ensures secure, auditable, and segregated access across all operational and support activities.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • 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

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: As an AWS Advanced Tier Partner, we integrate ISO 27001 principles, Confidentiality, Integrity, and Availability directly into our cloud-native architectures. ; Our specialist competency in Amazon Connect ensures that sensitive voice and customer data are protected by audited encryption, strict IAM policies, and continuous monitoring via AWS Security Hub (CIS v5.0.0). We do not just deploy technology; we govern it through risk assessments and automated guardrails that satisfy both technical auditors and regulatory bodies.; ; Our Non-Profit Competency allows us to tailor this high-level security to the unique constraints of the sector. We provide non-profits with enterprise-grade security that is cost-optimized, utilizing AWS grants and ethical licensing models to ensure that mission-critical funds are preserved. ; By coupling ISO 27001 governance with specialized AWS validations, we provide security aligned to risk based and technical controls and assessments, ensuring trust and data privacy. This holistic approach transforms compliance from a hurdle into a strategic asset, enabling organisations to scale their social impact on a globally recognized, secure foundations
• 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 track all service components from deployment to retirement using Infrastructure as Code (IaC) templates and AWS Config, which maintains a continuous inventory and version history of all resources. ; ; Every change undergoes a mandatory Security Impact Assessment via our CI/CD pipeline, where automated tools perform Static Code Analysis and check against the CIS AWS Foundations Benchmark v5.0.0. ; ; High-impact changes require a manual peer review and "Security Sign-off" before merging. This ensures that every modification is documented, authorized, and validated for risk, meeting CSA CCM v4 and ISO 27001 change control standards.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We assess potential threats through a continuous lifecycle: pre-deployment Static Code Analysis (SAST) catches vulnerabilities early, while daily AWS Inspector scans monitor our live infrastructure. Every two weeks, we conduct AWS Security Hub reviews against the CIS AWS Foundations Benchmark v5.0.0 to identify misconfigurations. For deep validation, we perform annual Penetration Tests and secondary tests for all Major Releases.; ; Our risk-based patching SLA ensures Critical vulnerabilities are addressed within 14 days, High within 30 days, and lower risks during standard maintenance.; ; Threat intelligence is sourced directly from AWS GuardDuty, CVE databases, and CIS advisory feeds.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We proactively identify compromises using Amazon GuardDuty for intelligent threat detection and AWS Security Hub, which provides bi-weekly posture reviews against CIS v5.0.0. ; ; Daily AWS Inspector scans and annual penetration tests act as early-warning systems for exploitable gaps. Upon detecting a potential compromise, we initiate our Incident Response Plan, isolating affected resources (e.g., via Security Groups) and performing root-cause analysis using AWS CloudTrail logs. ; ; We commit to a 4-hour response time for critical security alerts, with 24/7 automated paging for critical-severity findings to ensure rapid containment and minimal business impact for customers who require 24/7 support.
• Incident management type: Supplier-defined controls
• Incident management approach: We maintain a formal Incident Response Plan with pre-defined playbooks for common events like unauthorized AWS access or malware detection, triggered by AWS Security Hub (CIS v5.0.0) and GuardDuty. ; ; Users report incidents via a dedicated Security Portal or an internal 24/7 emergency alias. ; ; We prioritize containment within 4 hours for critical events. Following resolution, we provide Post-Incident Reports (PIRs) to stakeholders, detailing the root cause analysis from AWS CloudTrail, impact assessment, and remediation actions. This process aligns with ISO 27001 and CCM v4 (SEF domain) for continuous security improvement
• 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: No

Pricing

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

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

• Less than £250,000: 1%
• Between £250,000 and £500,000: 5%
• Between £500,001 and £1,000,000: 10%
• Between £1,000,001 and £2,500,000: 15%
• Between £2,500,001 and £5,000,000: 15%
• Over £5,000,001: 15%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Alcumus ISOQAR
• ISO/IEC 27001 accreditation date: Saturday 6 March 2021
• What the ISO/IEC 27001 doesn’t cover: We have completed statement of applicability with 100% coverage to the standard.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Alcumus ISOQAR
• ISO 9001 accreditation date: Monday 13 July 2020
• What the ISO 9001 doesn’t cover: We have 100% coverage under the QMS
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 6efd269c-74fa-4ea4-915d-0025386416c3
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: Yes
• Any other security certifications: ISO 27001

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

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • 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
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • 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 educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • 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

  • 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.

    • 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

    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract

  • 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
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement

  • 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 employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • 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

  • 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.

    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to 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

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 sales@incline-it.com. Tell them what format you need. It will help if you say what assistive technology you use.