GLOBAL 4 COMMUNICATIONS LIMITED

AWS Connect by Global 4

AWS Connect constitutes a cloud-based solution for managing contact centres. It offers a comprehensive suite of functionalities, including conversational AI capabilities, omnichannel support for seamless customer interactions, and real-time analytics for performance optimisation. Additionally, it provides valuable agent performance tools, fostering a more productive and efficient contact centre workforce.

Features

• Omnichannel Routing to manage customer interactions across multiple channels.
• Conversational AI providing chatbots and virtual assistants to automate enquiries.
• Real-Time Analytics and Reporting with built-in reporting tools.
• Skill-Based Routing of calls to agents with most relevant skills.
• Automated workflows freeing up agent time for more complex interactions.
• Knowledge Base integration providing agents access to relevant information.
• Forecasting and Scheduling tools predict call volume and schedule agents.
• Network of telephony providers from around the world.
• Single, easy to use communication interface for agents.
• High-quality 16kHz audio resistant to packet loss.

Benefits

• Set up and make changes in just a few clicks.
• Easily scale up or down to meet demand.
• Save up to 80 percent compared to traditional solutions.
• Ensure contacts are sent to the right agent.
• Empower automated interactions and help agents improve customer service.
• Save agents time and increase productivity.
• Agents don't have to learn and work across multiple tools.
• Make data-driven decisions to increase productivity and reduce wait times.
• Make changes in minutes, not months.

£0 to £0 a unit

• Free trial available

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 james.routledge@global4.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

553707187229038

Contact

James Routledge
01403272910
james.routledge@global4.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: None
• System requirements:
  • Internet connectivity
  • Web browser

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: 15 minute response time.
• 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: No
• Onsite support: Yes, at extra cost
• Support levels: Customers can optimise their AWS Connect experience with Global 4 's comprehensive support. • Deep Implementation Knowledge: Access highly skilled engineers who understand your specific AWS Connect setup, integrations, and configuration. This personalised approach is crucial for complex deployments involving multiple technologies. AWS Vendor support is provided as a 4th line of support accessed through Global 4 . • Multi-Tiered Support Options: Globla 4 offers a 24/7/365 core support service as the foundation. This can be enhanced with additional options like change support via service credits, on-site consultancy, and more frequent service reviews. • Dedicated Account Management: A dedicated Account Manager and Service Delivery Manager ensure a smooth and responsive support experience. • Continuous Optimisation: In collaboration with AWS, Global 4 conducts regular update, innovation, and roadmap sessions to maximise platform benefits and user adoption. This comprehensive approach ensures customers receive the ongoing support needed to optimise their AWS Connect experience and achieve maximum value.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Customers can expect a smooth onboarding experience with a dedicated success team that tailors documentation to their specific needs. This includes user communication plans, training materials, and quick start guides. Regular check-ins ensure performance is on track, with comprehensive reports provided. Training is prioritised to maximise user adoption from the outset. This may include introductory sessions, success planning meetings, and quarterly reviews. Additional, customised training packages are available. AWS also offer comprehensive online resources, including user guides, videos, and other content for customers to consume at their own pace. Overall, this collaborative approach ensures a seamless transition and ongoing support to empower users and maximise the value of the solution.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Upon contract termination, a comprehensive off-boarding process guarantees data security and regulatory compliance. User access is revoked, and all data is securely erased to ensure operational efficiency. Customers retain access to reports through the management portal until the official contract end date. To facilitate data preservation, they receive timely notifications and clear guidance on extracting necessary reports prior to termination. Additionally, customers have the flexibility to access, retrieve, and download authorised data before the contract expires, allowing them to retain this information for offline use after the agreement concludes. This comprehensive approach ensures a smooth transition and protects both data security and customer needs.
• End-of-contract process: In recognition of evolving business needs, customers are offered the opportunity to extend their contract term prior to its expiration. To facilitate a smooth renewal process, we kindly request that customers communicate their intent to extend the service and/or contract options at least 60 days before the scheduled termination date. For customers who choose not to renew, a 30-day cancellation notice is required at the end of the contract term. Should the contract reach its natural conclusion without a prior renewal request, Global 4 will initiate our standard offboarding process, as outlined within the contract agreement. This process ensures the secure and compliant deletion of all customer data following the official contract expiration. This structured approach guarantees a seamless transition for both renewing and departing customers, while prioritising data security and adhering to contractual obligations.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Users can interface with this service through the AWS Console or via a dedicated GUI.
• Accessibility standards: None or don’t know
• Description of accessibility: Documentation supporting this service is compliant to WCAG 2.0 level A and AA requirements. Certifications for accessibility, security, and other standards are accessed through the AWS Console, using the AWS Artifact service.
• Accessibility testing: N/A
• API: Yes
• What users can and can't do using the API: All functionality is exposed via an API.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Customers can configure call routing options and rules, integrate third party applications and create custom logic using AWS Lambda.

Scaling

• Independence of resources: Customer environments are logically segregated to prevent users and customers from accessing resources not assigned to them. Services which provide virtualised operational environments to customers (i.e. EC2) ensure that customers are segregated via security management processes/controls at the network and hypervisor level. AWS continuously monitors service usage to project infrastructure needs to support availability commitments/requirements. AWS maintains a capacity planning model to assess infrastructure usage and demands at least monthly, and usually more frequently. In addition, the AWS capacity planning model supports the planning of future demands to acquire and implement additional resources based upon current resources and forecasted requirements

Analytics

• Service usage metrics: Yes
• Metrics types: Metrics such as the number of calls taken per month, average time on hold, the number of calls in the queue at one time, and more are available. AWS Connect provides customisable real-time and historical metrics
• Reporting types:
  • API access
  • Real-time dashboards

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: AWS Web Services

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

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: Supplier-defined controls
• 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 another standard
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: AWS adheres to independently validated privacy, data protection, security protections and control processes. (Listed under “certifications”). AWS is responsible for the security of the cloud; customers are responsible for security in the cloud. AWS enables customers to control their content (where it will be stored, how it will be secured in transit or at rest, how access to their AWS environment will be managed). Wherever appropriate, AWS offers customers options to add additional security layers to data at rest, via scalable and efficient encryption features. AWS offers flexible key management options and dedicated hardware-based cryptographic key storage
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Data can be exported using APIs.
• Data export formats: CSV
• 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)
  • IPsec or TLS VPN gateway
• Data protection within supplier network: Other
• Other protection within supplier network: Network Customer environments are logically segregated to prevent users and customers from accessing resources not assigned to them. AWS gives customers ownership and control over their content by design through simple, but powerful tools that allow customers to determine how their content will be secured in transit. AWS enables customers to open a secure, encrypted channel to AWS services using TLS/SSL, and/or IPsec or TLS VPN (if applicable), or other means of protection the customer wish to use. API calls can be encrypted with TLS/SSL to maintain confidentiality; the AWS Console connection is encrypted with TLS.

Availability and resilience

• Guaranteed availability: AWS currently provides SLAs for several services. Due to the rapidly evolving nature of AWS’s product offerings, SLAs are best reviewed directly on our website via the links below: https://aws.amazon.com/legal/service-level-agreements/
• Approach to resilience: The AWS Business Continuity plan details the process that AWS follows in the case of an outage, from detection to deactivation. AWS has developed a three-phased approach: Activation and Notification Phase, Recovery Phase, and Reconstitution Phase. This approach ensures that AWS performs system recovery and reconstitution efforts in a methodical sequence, maximizing the effectiveness of the recovery and reconstitution efforts and minimizing system outage time due to errors and omissions. AWS maintains a ubiquitous security control environment across all regions. Each data centre is built to physical, environmental, and security standards in an active-active configuration, employing an n+1 redundancy model, ensuring system availability in the event of component failure. Components (N) have at least one independent backup component. All data centres are online and serving traffic. In case of failure, there is sufficient capacity to enable traffic to be load-balanced to the remaining sites. Customers are responsible for implementing contingency planning, training and testing for their systems hosted on AWS. AWS provides customers with the capability to implement a robust continuity plan, including the utilization of frequent server instance back-ups, data redundancy replication, and the flexibility to place instances and store data within multiple geographic regions across multiple Availability Zones.
• Outage reporting: Public dashboard; personalised dashboard with API and events; configurable alerting (email / SMS / messaging)

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: IAM provides user access control to AWS services, APIs and specific resources. Other controls include time, originating IP address, SSL use, and whether users authenticated via MFA devices. API calls to launch/terminate instances, change firewalls, and perform other functions are signed by customers’ AWS Secret Access Key (either the root AWS Account’s Secret Access Key or the Secret Access key of a user created with AWS IAM). API calls can be encrypted with TLS/SSL for confidentiality and customers can use TLS/SSL-protected API endpoints. API calls can be encrypted with TLS/SSL for confidentiality and customers can use TLS/SSL-protected API endpoints.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor 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: 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: Yes
• Who accredited the ISO/IEC 27001: United Registrar of Systems
• ISO/IEC 27001 accreditation date: 14/06/2021
• What the ISO/IEC 27001 doesn’t cover: The Registered Scope is as follows: Information security management system for the delivery of communications and associated technologies, products and services provided by the Group. The scope also covers the supporting functions within Global 4 Group Services and activities carried out at Data Centres and Switch Sites throughout the UK including Hull, Reading, Bristol and Leeds in accordance with the Group Statement of Applicability Issue 7, dated December 2014.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: NCC Group
• PCI DSS accreditation date: 14/05/2021
• What the PCI DSS doesn’t cover: Our certification covers requirements 9 &12 for our Reading and Global Switch data centres and our HMRC Autopayments service. PCI DSS compliance is designed, built and assessed on a service by service basis. Global 4 is experienced in providing consultancy to help customers to design and deliver PCI DSS compliant solutions on cloud platforms.
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • ISO27018
  • PSN
  • ISO20000
  • ISO27017
  • CISPE Code of Conduct Certification

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: Global 4 's approach to Security forms part of our overall Integrated Business Systems Management scheme. The Company Secretary is responsible at Board level for Information Security and ensuring that our ISO/IEC 27001 accreditation is maintained and enforced. The Information Security policy is a top down approach within Global 4 with Business Areas having responsibilities for Information, Network and Customer Data relating to their operational areas. The policies and procedures define access restrictions to all of our IT systems, networks and stored data. The practical policies and processes start with our Integrated Business Management Systems Manual which defines the Information Security Management system as a key part of our business. The Information Security Awareness process requires that all staff and contractors are periodically trained and assessed on their familiarity with Globla 4's ISO27001 Information Security policies and processes. Individual contracts and services will have a specific Security Plan defining the specific measures which will apply to the contract or service. All employees are responsible for Information Security and are trained in reporting suspected breaches to our IMS team who will identify risks and actions to minimise any such breaches.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Changes to AWS services and features follow secure software development practices, including security risk reviews prior to launch. Developer access to production environments is via explicit access system requests, subject to owner review and authorisation. Teams set bespoke change management standards per service, underpinned by standard AWS guidelines. All production environment changes are reviewed, tested and approved. Stages include design, documentation, implementation (including rollback procedures), testing (non-production environment), peer to peer review (business impact/technical rigour/code), final approval by authorised party. Emergency changes follow AWS incident response procedures. Exceptions to change management processes are documented and escalated to AWS management.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: AWS Security performs vulnerability scans on the host operating system, web applications, and databases in the AWS environment. Approved 3rd party vendors conduct external assessments (minimum frequency: quarterly). Identified vulnerabilities are monitored and evaluated. Countermeasures are designed and implemented to neutralise known/newly identified vulnerabilities. AWS Security monitors newsfeeds/vendor sites for patches and receives customer intelligence via http://aws.amazon.com/security/vulnerability-reporting/. AWS customers are responsible for all scanning, penetration testing, file integrity monitoring and intrusion detection for their Amazon EC2 and Amazon ECS instances/ applications. Scans should include customer IP addresses (not AWS endpoints). AWS endpoint testing is part of AWS compliance vulnerability scans.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: AWS deploys (pan-environmental) monitoring devices to collect information on unauthorized intrusion attempts, usage abuse, and network/application bandwidth usage. Devices monitor: • Port scanning attacks • Usage • Application metrics • Unauthorized connection attempts Near real-time alerts flag potential compromise incidents, based on AWS Service/Security Team- set thresholds. Requests to AWS KMS are logged and visible via the account’s AWS CloudTrail Amazon S3 bucket. Logs provide request information, under which CMK, and identify the AWS resource protected through the CMK use. Log events are visible to the customer after turning on AWS CloudTrail in their account.
• Incident management type: Supplier-defined controls
• Incident management approach: AWS adopts a three-phased approach to manage incidents: 1. Activation and Notification Phase 2. Recovery Phase 3. Reconstitution Phase To ensure the effectiveness of the AWS Incident Management plan, AWS conducts incident response testing, providing excellent coverage for the discovery of defects and failure modes as well as testing the systems for potential customer impact. The Incident Response Test Plan is executed annually, in conjunction with the Incident Response plan. It includes multiple scenarios, potential vectors of attack, the inclusion of the systems integrator in reporting and coordination and varying reporting/detection avenues.

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:
  • Public Services Network (PSN)
  • Police National Network (PNN)
  • NHS Network (N3)
  • Joint Academic Network (JANET)
  • Health and Social Care Network (HSCN)

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Global 4 operates a paperless office and supports flexible working to minimise travel, which impacts the environment. Where possible, meetings are held virtually using either 8x8's video conferencing system or Microsoft Teams, which Global 4 have an integration into using 8x8. There are recycling bins across the office and this is actively encouraged across the business. Global 4 has recently renewed its company fleet with vehicles offering a lower CO2 emissions value than the previous mark.

  Covid-19 recovery

  Global 4 operated a strict working from home policy during the pandemic, whilst maintaining an operational workforce with minimal use of the furlough scheme. Coming back into the office, Global 4 implemented a one-way system across the office with social distancing, antibacterial gels and dispensers, face masks were obligatory and a camera over the entry to the building alerted if someone wasn't wearing a mask or had a high temperature. We also took measures to ensure staff tested twice per week and submitted their results on our HR platform, isolating and working from home (assuming well enough) in the event of a positive result. Global 4 also supported Clients with free periods of rental during the difficult times. Thanks to its success, Global 4 has been growing and offering employment to support the increase in its workforce, and actively enrols its staff on apprenticeship courses to nurture their growth.

  Tackling economic inequality

  Global 4 actively and regularly interrogates its supply chain to position itself to deliver the best products in the marketplace at the keenest commercials, represented by its accolade of Platinum Partner of 8x8, one of three in the country. We have created employment through the growth of the workforce and success of the business, actively enrolling staff onto apprenticeships to nurture their growth.

  Equal opportunity

  Global 4 are an equal opportunities employer, who employ staff across multiple ethnicities and without any judgment.; Wellbeing

  Wellbeing

  Global 4 subscribe to BUPA's mental health service and actively encourage its staff to use the service at no cost. All management will perform a monthly one-to-one with their respective team members and the dedicated HR team have weekly check ups with new starters whilst they are getting settled into the organisation.

Pricing

• Price: £0 to £0 a unit
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: AWS provide a free tier option to gain hands on experience with products and services, including AWS Connect.

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 james.routledge@global4.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.