Charterhouse Voice & Data

Fusion - Cirrus - Contact Centre Voice Agent Licence

The Cirrus Voice Agent License provides users with access to core Cirrus Voice functionality, including ACD, IVR and Call Routing application.

Features

• Team presence with call handling state and availability
• VIP Routing & Calling Priorities
• Dynamic ACD Routing Options
• Call information, including scripting prompts.
• Agent / Supervisor broadcast and chat widget.
• IVR Self-Service Capabilities
• Supports agent-assisted PCI-compliant payment processing
• Queue lists to view all calls in queue.
• Operator list showing other agents call handling states.
• Historic call log and ability to listen to call recordings.

Benefits

• Allows a portable, business grade telephony solution on any workstation.
• Works with any telephony network, platform or device.
• Concurrent user licensing gives pay as you use flexibility.
• Enterprise contact centre desktop providing best in class features.
• Modular design allows customisable UI bespoke to individual needs.
• No compromises on telephone call controls and call management.
• Integrated to any web based system on the desktop.
• Screen pop any system.
• Concurrent user licensing gives pay as you use flexibility.

£52.50 a licence a month

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 publicsector@cvdgroup.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

580583885724672

Contact

Liz Holmes
02076137441
publicsector@cvdgroup.com

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Extends to the wider Cirrus CCaaS portfolio, including MS Teams integration, Cirrus PCI Pro and Cirrus Application Connector.
• 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: Cirrus services are supported 24 hours a day, 365 days a year for all service faults. For day to day support there are 3 levels of support customers can opt for:; ; • Fully Managed Service - 24/7; • Fully Managed Service – Business Hours; • 2nd Line Support – Business Hours.; ; Pricing is provided under the Cirrus Support Services for G-Cloud 13 Service Listing. You will be assigned a Service Delivery Manager, details of this can be found within the Service Definition document accompanying this listing.
• 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: Cirrus services are supported 24 hours a day, 365 days a year for all service faults. For day to day support there are 3 levels of support customers can opt for:; ; • Fully Managed Service - 24/7; • Fully Managed Service – Business Hours; • 2nd Line Support – Business Hours.; ; Pricing is provided under the Cirrus Support Services for G-Cloud 13 Service Listing. You will be assigned a Service Delivery 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 consider the PRINCE 2 based project management approach used by our Project Delivery team as instrumental to the success of our deployments. We follow a standardised 7 step approach to ensure that the transition from your incumbent solution to your new Contact Centre solution goes seamlessly. Our customers are assigned a Project Manager who will be responsible for ensuring that the end to end implementation of your solution is delivered efficiently and accurately. Our approach to service delivery ensures that Contact Centre staff are equipped and capable to deal not only with the service in its current iteration, but to be able to effectively plan, develop and refine their own processes and workflow directly with the platform's administrative portals.
• 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: "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:
  • 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 adminstrative 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 insure 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.
• 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: "Each Agent widget can be customised both functionally and aesthetically, with a multitude of configuration options available for each individual widget instance utilising 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 features and support
• Organisation whose services are being resold: Cirrus, Gamma, Virtual 1, Redbox, Oak, Plantronics, Ribbon, Audiocodes

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
  • Other
• Other data at rest protection approach: AES-256 Encyption
• 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)
  • Other
• Other protection between networks: All customer data is encrypted at rest and in transit using AES-128 and AES-256 technologies.
• 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: The solution provides a 99.999% uptime guarantee – underpinned by technology that utilises 3 different sites that work simultaneously delivering a 60-second Recovery Time Objective (RTO) and Recovery Point Objective (RPO) promise.
• Approach to resilience: "Voice data is replicated to each of these sites every 100ms meaning that all 3 sites continuously work as part of a single cloud system. This is unlike other “cloud” providers which typically utilise a single live data centre with a “standby” data centre that must be brought online in the event of a fault. Every element of the voice service is truly “Active / Active / Active” – meaning that there is no single point of failure throughout our whole network; and every network component has at least two other mirrors on the other sites.; ; The application, platform and underlying core networks are monitored 24x7 by our dedicated Network Operations Centre (NOC). This means there is no need for customers to monitor the application core, which is hosted across the wider data centre architecture and monitored around-the-clock as part of our managed service. "
• 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
  • Other
• Other user authentication: Managers log in to our web-based UI with a simple username and password, providing inherent capability for Managers to work outside of the office as a remote working solution. All adminstrative changes are fully audited in the platform including user status changes, IP addresses, browser versions and general configuration amendments. These changes are captured as part of a comprehensive system audit log. Every button click in the service web portal is tracked and logged within our comprehensive audit log. There is a full audit trail of every change made, with the ability to revert at the click of a button.
• Access restrictions in management interfaces and support channels: Multiple levels of access control can be supported utilising a roles-based approach. Access can be configured on an individual basis or across a wider sub-set of agents, teams or departments. In this way, distinct segregation of data can be handled on the platform across reporting visibility, channel availability (e.g. "voice only" access or "voice, email and messaging"), status codes (break / busy) and administrative / management functions.
• 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: QMS International Ltd
• ISO/IEC 27001 accreditation date: 17/02/2022
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: BCH Bristol
• PCI DSS accreditation date: 01/12/2021
• What the PCI DSS doesn’t cover: N/A
• 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: "We are ISO 27001 accredited and we have information security policies and processes in place across the organisation. Our reporting structure is as follows:; ; 1. The Directors have approved all processes and policies; 2. Overall responsibility for Information Security rests with the ISMS Manager; 3. All employees or agents acting on the Company’s behalf have a duty to safeguard assets, including locations, hardware, software, systems or information, in their care and to report any suspected breach in security without delay, direct to the Operations Director and/or the ISMS Manager. "

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, 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: Supplier-defined controls
• Incident management approach: Cirrus has standard incident management procedures in place to ensure that we are able to restore a service as quickly as possible and to minimise adverse impact on business operations. Customers are able to raise an incident or service request by telephone or email. Queries to Cirrus Support 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

  At Charterhouse group are working hard to fight climate change, from Zero or offset carbon suppliers, to making sure we can use the circular economy and deploy tools and services that are carbon or energy reducing compared to the current platforms and services. Some examples are SIP from a carbon neutral company, to recycling old handsets and PBX equipment, and looking to displace handsets for power savings by using softphones on laptops and PC's that are already consuming power over physical handsets that draw power in addition to devices already being powered. ; We are empowering the business to look at this area closely and develop new policies and objectives as part of the business planning cycles. The Environment Policy of The Company is to ensure so far as it is reasonably practicable that its operations will be carried out with a commitment to protecting and enhancing the environment. As an office we know that we generate wastepaper products. However, as we strive for excellence in every aspect of our business, we are committed to minimising the environmental impacts of the business operation.; Our stated aims are to:; • Aim to continuously improve our environmental performance particularly with regards to our recycling and re-use of paper.; • Where possible we will use recycled or ecologically friendly paper.; • We will use 'waste' paper for notepads unless confidentiality may be compromised.; • Reduce our consumption of resources and improve the efficiency of those resources by printing double sided where practicable.; • Manage waste generated from my business operations according to the principles of reduction, re-use and recycling.; • Recycle all paper products, ink or toner cartridges.; • Comply as a minimum with all relevant environmental legislation as well as other environmental requirements.
• Covid-19 recovery:

  Covid-19 recovery

  Charterhouse is a growing group of companies, made up of several organisations from across the UK, we are continuing to employ staff from various backgrounds. ; We have created new employment opportunities, will re-train staff that find themselves in a position that their role is no longer available and support employment of those who left employment by COVID-19. Locally sourced staff is no longer the norm, we are embracing the work from anywhere culture, our staff current and new will have the option to work from home or an office and no longer need to be employed from the local area however, where new staff would like to work from a local office, they will be given that opportunity. ; Charterhouse will look to support businesses in the recovery from Covid by supporting them in new ways of working by implementing new technologies that support the new ways of working that decrees the need for travel and reduce the chance of infection rates. These new technologies and ways of working will support the recovery of our NHS and other organisations to levels pre-Covid. Our ability to bring together many technology stacks allows business to employ the right people as Charterhouse does and drive success through innovative ways of working. ; Implementing new health initiatives within Charterhouse will support mental and physical health for staff, maintaining the hybrid working environment will stop the spread of the COVID 19 within our workforce allowing economic growth.; At Charterhouse, we feel strongly about being able to give back to our community. Each year we nominate an organisation doing great work with those in need and support them – both financially through our regular fundraising, and practically with our business technology expertise where they need help and support.
• Tackling economic inequality:

  Tackling economic inequality

  Charterhouse is growing, in the last 2 years we have purchased existing business to ensure group growth, these companies have brought growth to both their business and ours. These businesses are hiring within the group to ensure that we can continue organic growth to secure the future of staff and the wider group. Our ability to support SME’s is backed by our experience as an SME and one a family run business. ; Growth for our group comes from within and externally where your ability and attitude is more important than diversity or background. Employing the best person is key to growth, but more importantly equality. Our HR team look at the person and ability to carry out a role rather than disability or background. ; Our goal is to continue growth from organic, ethical and people centric sales. We allow people to be themselves, to thrive, to learn and grow in their role or for future roles. Our staff where needed will be accredited via vendors and suppliers as well as industry standard qualifications needed, backed by time and support from Charterhouse to achieve these skills and accreditations. ; Charterhouse are introducing more robust policies to promote a supply chain that is more sustainable and based on value than size. Smaller distributers and suppliers can deliver more value to the group, we can support smaller business by offering more opportunities to work with us and on behalf of our customers where we need 3rd party support or distribution. ; We work closely with suppliers to ensure that we can deliver on contracts sustainable, ethically and securely, working to many ISO standards though to Cyber essentials, our accreditations provide a framework for growth, improvement and security.
• Equal opportunity:

  Equal opportunity

  We have a robust recruitment policy that drives equality from the top down. ; Assessment criteria; Our aim at Charterhouse Group, will be to always recruit the person who is most suited to each role, whether the candidate is internal or external. We recruit solely on the basis of the candidate’s skills, capabilities and individual merit as measured against the criteria for the role. Qualifications, experience, and skills may also be assessed at the level that is relevant to the job.; Job descriptions and employee specifications; Before initiating the recruitment process, the responsible Hiring Manager must ensure that there is an up-to-date job description for the role with clear employee specification.; Advertisement of vacancies; It is our policy that all vacancies be advertised on the company intranet. ; Equality, Diversity and Inclusion; We are committed to applying our equality, diversity and inclusion policy at all stages of the recruitment and selection process. We always carry out shortlisting, interviewing and selection without regard to an applicant's sex, gender identity, sexual orientation, marital or civil partnership status, skin colour, race, nationality, ethnic or national origins, religion or belief, age, pregnancy or maternity leave.; We will never exclude any candidate with a disability unless it is clear that the candidate is unable to perform a duty that is intrinsic to the role, having taken into account reasonable adjustments. ; To prevent any candidate from being disadvantaged because of a disability, the individual responsible for communicating with applicants should ask each candidate whether or not they require reasonable adjustments to be made. ; Interviews; Hiring Managers conducting recruitment interviews will ensure that any questions asked during the interview is not in any way discriminatory or unnecessarily intrusive. The interview will focus on the role and the skills needed to perform it effectively.
• Wellbeing:

  Wellbeing

  Charterhouse take wellbeing seriously, not only do we ensure staff can work to a health work/life balance, but also can work from home when needed.; The further deployment of Yu Life gives staff a set of tools and challenges to maintain both body and mental health. Teams, individuals and friends all compete in daily and weekly challenges to keep body fit, and allows for mental hearth checks and challenges. ; Annual company meetings and mental health first aiders all encourage staff to maintain mental health, but in a time of need they know they have help available. ; In addition to the above, Charterhouse offer all staff added benefits, for example Private Health care, free flu jabs and eye tests, a day off on your birthday each year, all to help boost mind and body health.

Pricing

• Price: £52.50 a licence a month
• Discount for educational organisations: No
• Free trial available: No

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 publicsector@cvdgroup.com. Tell them what format you need. It will help if you say what assistive technology you use.