Redcentric Solutions Limited

Cirrus Omnichannel Contact Centre from Redcentric

Cirrus Contact Centre from Redcentric. Elevate public engagement with Cirrus Contact Centre: AI-enhanced, omnichannel solution seamlessly integrated with MSTeams. Experience unparalleled communications across voice/digital channels with advanced AI automation_smart routing_analytics. CCaaS (Contact Centre-as-a-Service) platform ensures top-tier contact centre ominichannel service with end-to-end encryption and data sovereignty.

Features

• AI-powered contact centre, with advanced NLP, automation, ML
• Omni-channel routing across voice/digital channels (chat, email, SMS, social)
• Customisable AI chatbots for 24/7 customer service
• Seamless integration with Microsoft Teams for unified communications
• Contact centre analytics for actionable insights and real-time data
• Intelligent IVR routing and customisable scripting improve interaction quality
• Integrated ticketing system manages citizen issues
• AI/ML workforce optimisation for scheduling, quality
• AI-driven conversation analysis enhances service quality
• Easy-to-use interface and effortlessly scalable

Benefits

• Personalised omnichannel approach improve the citizen experience
• Strengthens team collaboration via Microsoft Teams contact centre integration
• Boosts operational efficiency with AI automation
• Ensures round-the-clock customer support with AI chatbots
• Integrated desktop enhances engagement and service
• Unified solutions reduce processes and enable cost-efficiency
• Automated scheduling optimises contact centre staffing supply/demand
• Recording, scoring, eLearning drive agent performance
• Data insights improve service offerings
• Simplified automated campaign execution and engagement

£81.67 to £816.58 a user 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 tenders@redcentricplc.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

578570347058104

Contact

Steph Heseltine
+441423850000
tenders@redcentricplc.com

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: Can be used as an overlay on existing VoIP/UC/PBX solutions. Integrates to other BI systems via RESTful Web APIs
• Cloud deployment model: Public cloud
• Service constraints: No identified service constraints. However, during periods of out of hours maintenance services resilience may be reduced. may be reduced. Customers will be informed via the standard change control process.
• System requirements:
  • Business grade internet connection
  • Supported Internet browser

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Redcentric staff support the platform, the administration portal and provide system wide support to the Customer’s help desk staff. Redcentric does not offer support to individual end users. We aim to acknowledge all Advice and Guidance requested within 15 minutes. Response times will depend on the request type and level of detail required. We typically aim to provide an initial response within 1 hour of the request being made however this can vary dependent on the nature of the request.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Redcentric’s customer service operation is available 24/7/365 and can be contacted by telephone, email or via the customer portal. Support is included at no additional cost with Redcentric's services. Redcentric has one direct point of contact for customer support, which deals with all aspects of the service. The Redcentric customer services team takes full responsibility for supporting and logging problems and technical support queries. Their specific role is to ensure that all telephone, email and portal queries are answered and resolved as promptly as possible. Redcentric has a team of Technical Account Managers and Cloud Support Engineers available. These teams are not included as a standard service and are charged based on the published SFIA rate card.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Following consultations with our customers, we provide tailored training programs for agent, supervisor and administrators. All training content is customised for customer​'s operations and requirements. ; ; Our trainers are Contact Centre experts who not only provide training on the products and features but also provide guidance on effective ways to manage their Contact Centre and team using the tools available to them. Our training programme is delivered in phases to maximise the benefits for our customers. ; ; Training is provided on the design and features of the new system before the service is launched. Our training approach is a combination of scenario-based demonstrations, repetition of actions, and hands-on experience in using the Contact Centre environment.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • 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: Cirrus provides a simple and quick exit process for customers. Additional costs are related to data extraction, if there are any remaining recordings on the Cirrus platform. ; ; Customers can give notice in accordance with the terms in the contract.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • 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. The 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: 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: Cirrus provides RESTful APIs based on open API standards, allowing for a wide range of operations to control and manage the platform. Cirrus 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 Cirrus portal.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Our service offers a flexible, user-centric approach to customization, designed to meet the specific needs of each organisation. With a modular licensing model, users can mix and match functionalities to tailor the service to their operational requirements. Service interfaces is highly customizable, allowing for adjustments to better align with individual workflows, enhancing efficiency and effectiveness.

Scaling

• Independence of resources: Our approach to ensuring users are not affected by the demand other users place on the service is underpinned by a cloud-based infrastructure that provides high scalability. This infrastructure allows us to scale up resources automatically in response to fluctuating demands, ensuring that performance remains consistent regardless of the number of users.

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Reseller providing extra features and 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
  • European Economic Area (EEA)
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• 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
• 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: Service Level: Measurement Period: Month; Availability Core IP Network Services ; ; Not less than 99.99%; ; Availability of Web Services ; ; Not less than 99.99% ; ; Service Credits ; ; The Service Credits applicable to the Service shall be calculated as follows. The formula for calculating the Service Credits shall be: ; ; Service Credit = C x S ; ; MS ; ; Where: ; ; S = the number of seconds by which Redcentric fails to meet the Service Level for Availability in the relevant Month ; ; C = total Charges payable in respect of the Cirrus Connect Contact service for the same Month ; ; MS = total number of seconds in the same Month ; ; Service Availability 99.99% ; ; Service Credit None ; ; Service Availability ≥<99.00% but <99.98% ; ; Service Credit 10% of MS ; ; Service Availability <99.00% ; ; Service Credit 30% of MS
• Approach to resilience: AWS Virtual Private Cloud (VPC) architecture provides native high availability across availability zones for seamless failover in case of an outage. To ensure uninterrupted service, we have implemented automated failover processes within the AWS Virtual Private Cloud architecture, leveraging high availability across different availability zones. This means that if an outage occurs in one zone, the workload is seamlessly transferred to another, maintaining service continuity without client or end-customer impact. This active-active configuration typically results in zero Recovery Time Objective (RTO) and Recovery Point Objective (RPO), ensuring customer’s operations are resilient to disruptions.
• Outage reporting: Dashboard ; ; SMS ; ; email alerts ; ; IVR Alerts where circumstances require

Identity and authentication

• User authentication needed: Yes
• User authentication: 2-factor authentication
• Access restrictions in management interfaces and support channels: Access in management interfaces and support channels is tightly controlled through role-based security controls, with roles assigned by client system administrators and managed through a GUI. This setup ensures that permissions are carefully distributed, allowing individuals to manage services, applications, and reports only within their designated authority. Access requests must go through a formal evaluation process, involving IT and Compliance, before being granted or denied, ensuring only authorised personnel can access sensitive areas
• Access restriction testing frequency: At least every 6 months
• Management access authentication: 2-factor authentication

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: Citation ISO Certification
• ISO/IEC 27001 accreditation date: 18/03/2024
• What the ISO/IEC 27001 doesn’t cover: Nothing i.e. all services and locations offered under GCloud 14 ARE covered.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Sycurio
• PCI DSS accreditation date: 15/08/2023
• What the PCI DSS doesn’t cover: Nothing
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

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: Redcentric’s InfoSec scope includes ISO27001 certification, and other critical aspects including physical security, employees and third parties. Our approach is to understand the risk from threat actors and implement the controls and mitigations to assure the Confidentiality, Integrity, and Availability of data. ; ; Security is driven from the top with the CTO as SIRO (Senior Information Risk Owner), being accountable for several key policy documents, and the signatory for Security and Compliance attestation statements. Ops Board members regularly review key and corporate risks. ; ; Security roles are assigned, with the Head of Compliance owning InfoSec and Operational Security Manager responsible for day-to-day matters. Regular security forum meetings are held, in addition to senior management review meetings. ; ; Policy compliance is monitored by regular internal security audits, and six-monthly surveillance audits by BSI. Annual security training is mandatory for all employees with attendance records maintained for audit purposes. ; ; The following policies and procedures are operable: ; ; IS Policy ; ; Data Protection Policy ; ; Security Incident Management Process. ; ; Acceptable Use Policy ; ; Access Control Policy ; ; Data Classification and Handling Policy ; ; Joiners, Movers, Leavers Process ; ; Third Party System Access Procedure ; ; Visitor Access Procedure ; ; Change Management Procedure ; ; Clear Desk & Screen Policy ; ; Secure Disposal Policy

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: Redcentric operates an ISO20000-1 compliant Change Management Process. Objective is to minimise risk to services whose CIs are impacted. ; ; Achieved by:- ; ; Using standardised methods ensuring efficient handling of all changes using the Change Management Toolset. ; ; Changes are recorded, classified, assessed, approved, prioritised, planned, tested, implemented and documented. ; ; Changes are recorded against the relevant CMDB Configuration Item. ; ; Inputs:- ; ; Completed change records with Impact Assessment ; ; Risk (Security) Assessment ; ; Outputs:- ; ; Accurately recorded change records including all stages of the change lifecycle ; ; Changes by outcome ; ; Forward Schedule of Change ; ; The Change Advisory Board is the final approval stage in the Change Management process.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: The company has implemented a set of security measures to ensure the safety of our clients' data. We conduct quarterly external vulnerability scans and internal vulnerability scans on a regular basis. Additionally, we perform annual penetration testing on our network perimeter, infrastructure, and websites used to host, process, or transmit client data as part of our Cyber Essentials Plus certification. We also conduct internal penetration testing and monitor our database for security
• 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, Grafana and bespoke software which 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: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: Redcentric operates a Security Incident Management policy, which outlines pre-defined processes for how suspected and actual security breaches (including data) must be managed. The policy covers all incidents which affect availability, confidentiality and integrity of data and technology. Common events such as phishing or viruses are included. ; ; Users must report incidents to the ISO mailbox or Assurance team, who will create a Security Incident Record and initiate an investigation. Assurance will manage the incident to closure and decide whether external authorities are notified. ; ; Incident reports are created and reported to the InfoSec Management Group and are available for audit.

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

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Redcentric stands committed in the fight against climate change and dedicated to supporting the UK Government goal of achieving Net Zero emissions by 2050. This commitment is reflected in a meticulously crafted Environmental, Social, and Governance (ESG) strategy, aligned with the United Nations sustainable development goals, and upheld by ISO 14001:2015 certification for three consecutive years, showcasing the company's dedication to environmental stewardship. ; ; As a prominent entity listed on the AIM, Redcentric prioritise transparency and accountability, diligently adhering to regulations. Mandatory publication of carbon emissions in annual reports underscores the unwavering commitment to environmental responsibility and corporate transparency. ; ; Redcentric's dedication to sustainability extends beyond compliance, it’s ingrained in every aspect of operations. Notably, investments totalling £5million in the data centre estate focus on enhancing efficiency, evidenced by Power Usage Effectiveness (PU) reduction from 2 to an impressive 1.6. ; ; The company ensures 100% of power requirements are from sustainable sources, alongside proactive measures like converting backup diesel generators to environmentally friendly alternatives and replacing diesel vans with electric counterparts. ; ; Participation in Manage your UK Emissions Trading Scheme Reporting Service (METS) through GOV.UK and holding a greenhouse gas emissions permit underscore Redcentric's commitment to reducing its carbon footprint. Additionally, the provision of customer monthly reports detailing energy consumption metrics and procurement of all electricity from 100% carbon-neutral sources exemplify the company's dedication to transparency and sustainable practices. ; ; The Redcentric board acknowledges the evolving landscape of ESG considerations, driving greater accountability and transparency across operations. Regular updates to the website keep stakeholders informed about key corporate policies and sustainability initiatives. ; ; Redcentric's commitment to sustainability isn’t just a declaration but a deeply ingrained aspect of corporate ethos. From stringent adherence to regulatory requirements, to proactive investments in renewable energy, comprehensive reporting mechanisms, every action underscores our unwavering dedication to environmental responsibility and corporate transparency.

  Tackling economic inequality

  Redcentric actively addresses economic inequality through diverse initiatives aimed at empowering communities and fostering long-term sustainability: ; ; Community Engagement Programs & Digitally Driven Fundraising Campaigns: ; ; Utilises technology and resources to support local charities, raising over £50,000 for the Children’s Heart Surgery Fund through outreach campaigns. ; ; The Breck Foundation: Provides online safety training for pupils, parents, and teachers, promoting safety in the online world. ; ; Employment and Training Opportunities: Prioritise job creation and training programs for local residents, offering apprenticeships to rugby league players, wheelchair rugby players, and young athletes, fostering economic development and empowerment. ; ; Charitable Partnerships & Business Fundraising Programme: ; ; Raises funds for charities through sponsored events, like a Yorkshire 3 Peaks walk, involving over 30 employees and raising more than £12,000. ; ; Business Fundraising Enablement Programme: Supports charities in engaging target businesses for funding through calling data and tailored emails. ; ; Digital Transformation Programme: Facilitates digital transformation within charities, enhancing patient and family support. ; ; Transparency and Accountability: Committed to transparency by providing regular reports on the social impact of projects, ensuring stakeholders understand the positive outcomes generated through collaboration. ; ; Upskilling Workforce and Supporting Lower Paid Workers: Offers apprenticeship programs with planned career pathways into senior positions, promoting skill development and progression. ; ; Promotes training and development for all colleagues through a learning management system, investing in role-specific certifications and development programs. ; ; Implements a hybrid working model to support lower-paid workers with reduced travel costs and offers above the apprentice minimum wage, recognising the value apprenticeships bring to the company. ; ; Through these initiatives, we are dedicated to addressing economic inequality and creating a more equitable society. Redcentric believe that by providing individuals with access to opportunities for growth and advancement, we can contribute to reducing economic disparities and promoting social mobility.

  Equal opportunity

  Redcentric actively fosters an environment where individuals are valued and treated fairly, irrespective of their background, and opposes any form of discrimination prohibited by law. ; ; A key indicator of this commitment is evident in Redcentric's gender pay report, where efforts to address disparities in earnings between men and women are transparently acknowledged. By identifying imbalances in the workforce and actively working to rectify them, Redcentric demonstrates a proactive approach to promoting gender equality within the organisation. ; ; Redcentric's Diversity and Inclusion Forum serves as a platform for ongoing dialogue and action. By establishing working groups focused on specific aspects of diversity, such as gender equality and remote working, employees are empowered to drive positive change and contribute to a more inclusive workplace culture. The planned LGBTQ+ working group further exemplifies Redcentric's commitment to embracing diversity in all its forms. ; ; In terms of recruitment and talent development, Redcentric implements diverse hiring practices and apprenticeship schemes aimed at supporting individuals from various backgrounds. By partnering with outreach organisations and providing apprentices with clear career pathways, Redcentric ensures that opportunities for growth and advancement are accessible to all employees, regardless of their starting point. ; ; Redcentric's inclusive leadership and flexible work policies underscores its dedication to accommodating diverse needs and promoting work-life balance. By offering leadership training that prioritises inclusion and implementing policies such as flexible working hours and enhanced maternity packages, Redcentric creates an environment where employees can thrive professionally while maintaining personal well-being. ; ; In conclusion, Redcentric's comprehensive approach to equal opportunity extends beyond mere policies to encompass tangible actions aimed at fostering diversity, inclusion, and professional development for all employees. By prioritising these values, Redcentric not only enriches its workforce but also sets a standard for ethical and equitable business practices in the industry.

  Wellbeing

  At Redcentric, prioritising the well-being of our colleagues is paramount, and we've implemented various initiatives to support their mental and physical health. Our commitment to enhancing health and well-being extends to our contract workforce as well. Here's how we're making a difference: ; ; Hybrid Working Model: Providing flexibility to achieve a better work-life balance for our colleagues, fostering a supportive environment and preventing isolation through social networking within the company, including organized social and corporate events. Over 40% of Redcentric’s employees either work from home or on a hybrid model. ; ; MetLife Well-being Hub: Accessible to all employees, offering a comprehensive range of well-being support services, such as confidential 24/7 telephone support, structured counselling sessions, cognitive-behavioural therapy, legal advice, financial management guidance, and health risk assessments. ; ; Well-being Channel: A valuable resource offering mental and physical health support, including webinars and mental health resources for adults and children. ; ; Corporate Social Responsibility Events: Organizing events throughout the year to promote well-being across the organization, utilizing a structured well-being calendar highlighting key awareness weeks like men’s health week and stress awareness week. Additionally, training over 20 mental health first aiders across the business to provide continuous support and engagement. ; ; Leadership Commitment: Our Board sets an example by promoting a healthy corporate culture and embedding ethical values in our business operations. Through these initiatives, we aim to foster a culture where the well-being of our colleagues is prioritised, ensuring a resilient and empowered workforce poised for success.

Pricing

• Price: £81.67 to £816.58 a user 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 tenders@redcentricplc.com. Tell them what format you need. It will help if you say what assistive technology you use.