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Core

Netcall Automation, RPA, AI, Call Centre Software and Chatbot - CoreGov

Liberty Create Workflow Automation: Liberty Create is an enterprise low-code development platform that simplifies digital service creation as well as system, process, and operational integration. Liberty Robotic Process Automation: Liberty RPA provides enterprise intelligent automation platform Liberty Converse Call Centre Software: Liberty Converse, next-generation AI-powered cloud contact centre solution.

Features

  • AI-powered rapid development of digital workflow automation services
  • Citizen / Tenant Hub pre-built case-management and CRM foundation apps
  • DevOps tools for seamless integration, delivery, test automation, and monitoring.
  • AI-powered - computer vision, OCR, ML and other AI techniques
  • Automation using attended or unattended bot operation for maximum flexibility
  • Hundreds of pre-defined activities to build your RPA flows.
  • 24/7 AI powered virtual voice assistants and chatbots
  • Self-service with integrated IVR, messaging channels, knowledge base
  • AI driven intelligent, dynamic call and message routing
  • Unified, omnichannel, browser-based agent interface, complete customer view

Benefits

  • Cost-effective transition to digital channels with fewer resources
  • Upskill and grow multidisciplinary teams – increase capacity for digitisation.
  • Improve customer journey and maximise productivity with engaging digital experiences
  • Automate on-screen processes for speed and accuracy.
  • Frees up staff to perform more useful tasks
  • Use AI to improve performance and robustness of process flows.
  • Integrate systems through direct access, API and computer vision.
  • Single solution for contact handling, case management, workflows and reporting
  • Unified view of customer and wider business through data orchestration
  • Enhanced AI-Powered Engagement for intelligent routing, analytics, automation, summarisation

Pricing

£395 to £1,695 a unit a day

Service documents

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 webenquiry@core.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

5 8 3 2 6 7 2 4 7 2 5 7 1 7 5

Contact

Core Paul Saer
Telephone: +44 (0) 207 626 0516
Email: webenquiry@core.co.uk

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
Rapid application development with workflow automation platforms – facilitating process transformation, deployment of case management workflows. Automate repetitive tasks to enhance productivity with Robotic Process Automation (RPA) assistance. Customer experience enhancement: Contact centre solutions redefine customer engagement Intelligent automation AI: Incorporate AI capabilities, providing tools to accelerate automation.
Cloud deployment model
Public cloud
Service constraints
The service is subject to planned maintenance which will be notified in advance.
System requirements
  • Internet Connectivity
  • Internet Browser
  • RPA: Physical / Virtual Machine - Required for each Bot

User support

Email or online ticketing support
Email or online ticketing
Support response times
Target 90 minutes initial response.
User can manage status and priority of support tickets
No
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
We will provide a Standard level of support based on which will be included within the service licence cost. This includes access by telephone or email to the remote support teams during contracted hours. A technical account manager will be provided.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
We provide project management, engineering, and training support for the initial configuration of Liberty Create, Liberty RPA and Liberty Converse. In addition, online training will be provided to enable the customer to self-manage the service. User Training includes access to extensive eLearning content via the Netcall Online Community. Documentation regarding implementation and configuration of Liberty Create, Liberty RPA and Liberty Converse will also be provided. This includes Online Help.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Data extraction is easily done through API integration with external systems or via file exports, with simple configuration options available for both methods.
End-of-contract process
Once written notice to terminate the service (in line with the agreement) has been received, service will be scheduled for closure on the agreed date. We will work with you to ensure your data is extracted in an agreed format. All data stored, including backups, will be securely deleted using industry standard best practise methods.

Using the service

Web browser interface
Yes
Supported browsers
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
Application to install
Yes
Compatible operating systems
Windows
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
The Netcall workflow automation platform seamlessly functions on both desktop and mobile devices. Although applications are developed on desktops, most user interface components are compatible across all devices. Certain features optimise for desktop's larger screens, while others leverage mobile's native functionalities, available exclusively on mobile. Applications operate through web interfaces or native apps, including offline functionality.
Service interface
Yes
User support accessibility
WCAG 2.1 AA or EN 301 549
Description of service interface
Liberty Create, RPA, and Converse CX feature browser-based service interfaces, intuitively designed for user accessibility and full application functionality. Secure user access with role-based permissions ensures controlled feature access. Customisable interfaces in Create cater to end customer interaction. Converse CX additionally offers digital channel access, including web, SMS, and Social Media, with a customisable virtual assistant chatbot. These interfaces prioritise simplicity without compromising on functionality, empowering users with seamless access to application features and ensuring secure, tailored experiences for both internal and end customers across various channels.
Accessibility standards
WCAG 2.1 AAA
Accessibility testing
The browser-based interface supports user accessibility through third-party tools like Dragon, Jaws, and screen readers. These tools can be deployed on users' desktops or within the browser, enhancing accessibility for all users.
API
Yes
What users can and can't do using the API
The platform features a generic REST adaptor, enabling configuration for connections to various REST-based resources. Additionally, specific adaptors cater to distinct solutions. API endpoints can be exposed via REST or SOAP, facilitating data retrieval, push, and event triggering for third parties.
API documentation
Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Netcall Liberty Create and Liberty RPA platform can be fully customised by users with platform configuration training and authorised access. Users have full access to customise Liberty Converse. There are no limits to number of contact centre Groups, Queues or Skills that can be defined. Changes are made in real-time. The end user application uses a graphical interface that doesn't require users to have specialist ICT knowledge. • IVR - Creation and amendment of any number of configurable IVRs; • Routing Rules - Definition of the Contact Centre routing for all channels; • Queue Configuration - Queue management including queue breakout, capacity controls, and prompts; • Group Settings - group configuration including media allocation, busy and activity codes, wrap up timers, skill and priority assignment; • Skills Based Routing - Definition of the skills names, Agent proficiency, and Skills templates; • User Profiles - Customisation of the supported Agent features, applying roles and permissions, Agent skills allocation, and group assignment; • Dashboard Configuration - Customisable dashboards using drag and drop widgets; • ChatBotFlows - Definition of the Flows for use across voice and digital channels; • Access to the Converse Administration and Supervisor UI controlled by assigned roles and permissions.

Scaling

Independence of resources
Platform instances operate on specialised virtual instances hosted on either Azure or AWS cloud platforms. Each customer receives personalised dedicated service. Users are equipped with server monitoring tools to oversee and manage their allocated resources effectively. All platforms utilise elastic cloud computing.

Analytics

Service usage metrics
Yes
Metrics types
Liberty Create Metrics: - Active instances count - Pages processed per minute - User login frequency - Records created per minute All historical reports are available for manual download in Excel. Liberty RPA provides a range of system real time and historical reports including: • Real Time Dashboards - real time graphical display of key metrics including job scheduling, CPU/memory/disk usage. • Dashboards are configurable and shared with users, by name/role. Liberty Converse offers real-time dashboards displaying service, queue, and agent metrics, configurable and shareable by user or role. Historical reports are downloadable in .csv format or accessible via API.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Reseller providing extra support
Organisation whose services are being resold
Netcall, Nintex, Mendix, UiPath

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 once a year
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 CSA CCM v3.0
  • Encryption of all physical media
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • 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
Users can export their data to Excel (CSV) or using the REST API.
Data export formats
  • CSV
  • Other
Other data export formats
  • Excel
  • JSON
  • PDF
  • XML
Data import formats
  • CSV
  • Other
Other data import formats
  • Excel
  • SCIM

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
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection within supplier network
Data is encrypted in transit and at rest. Static data is securely protected behind a series of firewalls/access control lists plus anti-virus and native monitoring tools.

Availability and resilience

Guaranteed availability
Agreed service availability of up to 99.9%, 24/7 Service level agreements can be discussed as part of your contract.
Approach to resilience
Information regarding the resilience of the data centre is available upon request.
Outage reporting
All Netcall’s Cloud systems and services are proactively monitored for availability and system health by the event management process. System events and alerts of threshold breaches are detected by Netcall’s system management tools and these alert our Customer Support team of state changes, including service outages in any of Netcall Cloud service offerings. Customer Support are responsible for informing service affecting outages to customers and these are tailored to match the business needs of the customer. The form of the communication can be either email or telephone to the customer’s service desk or preferred service contacts. The alert to the customer contains information on which service has failed, the likely effect it will have on customers IT service along with reference information for follow up. Netcall Customer Support then maintain regular updates to affected customers on the expected service restore time until de-escalation.

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
Our service has a range of security controls to ensure the security requirements will be met. These include built in Role management, Security Policy, Login Control, Object permissions and Interface permissions.
Access restriction testing frequency
At least once a year
Management access 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

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
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
Lloyds Register
ISO/IEC 27001 accreditation date
15/04/2020
What the ISO/IEC 27001 doesn’t cover
Not Applicable
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
No
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
  • Other
Other security governance standards
It is also accredited to the NHS DSP Toolkit and CyberEssentials+
Information security policies and processes
All Information Security Policies and processes are documented and audited into the ISO27001:2013 Info Sec Statement of Applicability. It lists the Netcall controls, policies and work instructions documented and recorded for the standard. The SOA in PDF form can be shared on request. All process owners are internally and externally audited for compliance with the policies set out in the SOA and listed below: • Quality Policy. • Security Guiding Principles. • Information Security Policy. • Clear Desk Policy. • Keyholder Policy. • Access Control Policy. • Information Classification Policy. • Data Protection Policy. • Network Access Control Policy. • Information Exchange Policy. • Password Policy. • Cryptographic Policy. • External Parties Access Control Policy. All the policies are reviewed throughout the year and recorded in the Audit Calendar.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Netcall's Change Management processes are audited under the ISO27001:2013 and ISO9001:2015 Info Sec standards. The statement of applicability for the standards can be shared. No change will be permitted unless it has been approved by the relevant authority at Netcall against the relevant tracker ticket.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Netcall's compliance involves running external and internal vulnerability scans as part of our vulnerability management system to support the vulnerability management and internal patching process. Escalations are through our tracker system as part of the Risk Assessment/Vulnerability Management Process. These scans form evidence used to our InfoSec accreditations. The scanning vulnerabilities are prioritised within the reports, fed into the tracked Risk Assessment and resolution Process, reviewed by Netcall’s operations and relevant process/risk owner for resolution. Where necessary threat control and corrections/prevention tickets are raised and linked to the original vulnerability to audit the fix and risk.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Netcall manages and controls compromises to the confidentiality, integrity and availability of information assets through its Incident Management System. Control and ownership is centralised yet overseen with stakeholders. The process is ISO 27001:2013 compliant linking risks to treatments and SLAs. Compromises are monitored, tracked, recorded in several ways: being raised by customer/production support calls, via the account managers, after changes, risk reviews, actual security incidents, picked up via IDS/IPS systems or event identification. The owner is the Information Security Manager working with the respective Process Owners and impacted stakeholders to resolve any compromises and apply preventative actions.
Incident management type
Supplier-defined controls
Incident management approach
Netcall uses native and licensed software to manage risks and is ISO 27001:2013 compliant for Incident Management. It is tracker based linking risks, assessments into corrective and preventative processes. Compromises are recorded after changes, risk reviews, security incidents, event identification or in worst case scenarios invoking the Business Continuity Plan. The owner is the Information Security Manager working with the respective Process Owners and impacted stakeholders to identify, contain and resolve an incident using Tracker to prioritise, tailor and make the risk progress visible to stakeholders.

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
No

Social Value

Social Value

Social Value

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

Fighting climate change

All Core solutions are hosted in the Microsoft Cloud platform, which is currently 79-93% more energy efficient than a traditional on premise datacentre. All Core staff are also issued with modern Energy Star rated laptop devices which typically consume 2/3 less electrical power than desktop computers.

Core runs no on premises IT infrastructure and all internal services are cloud-based, ensuring that all service compute is done using high efficiency hardware and powered by renewable energy. It reduces the demand for mined precious materials, manufacturing and road transportation impacts associated with acquiring and receiving private infrastructure, as well as overall energy consumption inefficiencies of running infrastructure that may not be being optimally utilised.

Core advocates and supports the adoption of Remote and Hybrid Working to reduce unnecessary travel and associated emissions, reduce our corporate office footprint and support flexible working practices for our teams.

In early 2022, we completed an audit of all end user devices in use across the company and calculated the carbon footprint generated as they are used to deliver our business outcomes, and we are currently developing a program to not only offset this in a properly accredited scheme, but to provide offerings to support our customers and partners to be able to easily do the same. We use Greenly as our carbon management reporting platform to calculate and monitor our scope 1,2, and 3 emissions, and build custom action plans to work towards reduction. In the recent years, we have also contracted Oblong Trees to plant a tree for any existing employee and new starter.

Microsoft, with their commitment to reaching net zero emissions by 2030, will enable Core to become a net zero emissions organisation in the same timeframe.

Covid-19 recovery

Core changed our operational policies to protect our staff during the Covid 19 pandemic, and to help our customers to continue to build and develop services to support a hybrid workforce.

We provide solutions to help customers make the most of remote working, including the ability to support and manage services without having to travel to specific office locations. However, these solutions also seamlessly enable users to work in the office environment too.

This includes full collaboration and communication solutions and employee wellbeing platforms to ensure that staff are supported and included, regardless of their location.

Our solutions will help customers to continue to work with no impact on user productivity in the event of a future wave of Covid-19 causing health concerns or impacting travel or office attendance capability, such as lockdown or if a member of staff tests positive for Covid-19.

Tackling economic inequality

Core is a London Living Wage accredited employer, ensuring that our staff members are able to live and thrive in their life outside of work (Decent work and Economic Growth).
We are an inclusive employer, hiring people based on their talents and capabilities, regardless of any other factors (Gender Equality and Reduced Inequalities).
Core hires new entrants to the employee marketplace where possible, such as graduates, then trains and develops them to start their IT career journey with Core, building skills and experience (Decent work and Economic Growth).
Core’s hybrid working policy enables people who may have personal responsibilities such as care for children or other dependants who may not be suited to an environment where they have to attend an office on a daily basis (Gender Equality and Reduced Inequalities).
Core is continually hiring staff as our business grows and develops. We currently have open roles in both London and Gdansk, and every new contract, such as this one, secures existing employment and presents opportunities for us to continue to grow our team. (Decent work and Economic Growth)
Core funds training and development of all staff and encourages involvement in programmes that enable us to continuously develop our technical acumen. (Decent work and Economic Growth)
Every employee at Core has a vested stake in our business success, all qualifying post probationary employees participate in an Enterprise Management Incentive where they have an equity stake in the Core business (Decent work and Economic Growth).
Core’s employee benefits package includes Life Assurance and Private Healthcare coverage for the employee and the option of their immediate families at no cost to the staff member, other than the income tax liability (Good Health and Wellbeing).
Every member of permanent staff is enrolled in the company’s Pension Scheme (Decent work and Economic Growth).

Equal opportunity

We are an inclusive employer, hiring people based on their talents and capabilities, regardless of any other factors (Gender Equality and Reduced Inequalities).
Core hires new entrants to the employee marketplace where possible, such as graduates, then trains and develops them to start their IT career journey with Core, building skills and experience (Decent work and Economic Growth).
Core’s hybrid working policy enables people who may have personal responsibilities such as care for children or other dependants who may not be suited to an environment where they have to attend an office on a daily basis (Gender Equality and Reduced Inequalities).
Core funds training and development of all staff and encourages involvement in programmes that enable us to continuously develop our technical acumen. (Decent work and Economic Growth).
Every employee at Core has a vested stake in our business success, all qualifying post probationary employees participate in an Enterprise Management Incentive where they have an equity stake in the Core business (Decent work and Economic Growth).
Core’s employee benefits package includes Life Assurance and Private Healthcare coverage for the employee and the option of their immediate families at no cost to the staff member, other than the income tax liability (Good Health and Wellbeing).
Every member of permanent staff is enrolled in the company’s Pension Scheme (Decent work and Economic Growth).

Wellbeing

All Core permanent staff are entitled to 25 days annual leave per year, plus Public Holidays.
Core’s hybrid working policy enables people who may have personal responsibilities such as care for children or other dependants who may not be suited to an environment where they have to attend an office on a daily basis (Gender Equality and Reduced Inequalities).
Core’s employee benefits package includes Life Assurance and Private Healthcare coverage for the employee and the option of their immediate families at no cost to the staff member, other than the income tax liability (Good Health and Wellbeing).
Core conducts frequent Employee surveys, collecting feedback from our team on how the business can adapt or improve, internally or externally. We get good engagement from this process and all employee feedback is reviewed, discussed and implemented where appropriate. (Good health and Wellbeing)

Pricing

Price
£395 to £1,695 a unit a day
Discount for educational organisations
No
Free trial available
No

Service documents

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