Opus Telecoms

Five9 Intelligent CX Platform

The Opus VCC, powered by Five9, is an intelligent CX Platform providing a comprehensive cloud-native, scalable, and secure suite that includes Contact Centre; Omnichannel Engagement; Workforce Engagement Management; innovative, practical AI and automation, and journey analytics that are embedded into the platform.

Features

• Omni-channel contact centre including voice, chat and email
• Blended capabilities for inbound and outbound included
• User interface with call control accesible from web
• Workforce Engagement Management suite including WFO/WFM
• Off the shelf integrations for leading CRM software
• UC integration with leading platorms such as MS Teams
• Geo-redundancy included with every license
• Real-time and historic reporting, visible via dashboards
• Automation of processes powered by AI (consumption based pricing)

Benefits

• Enhance customer experience by offering them choice of communication channel
• Blended licenses allow agents to switch between outbound and inbound
• Log in needing only a laptop and internet connection
• Workforce planning and coaching made easy with intuitive tools
• Increase effiency, save time and amalgamate information with CRM integration
• Visibility of back office user presence with UC integration
• Keep contact centre operations running with enterprise grade resiliency
• Track important KPIs using customisable dashboard and reports.
• Automate time consuming, repetitive processes allowing agents to serve calls

£49.96 a licence

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 bid@opustech.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

607991618369826

Contact

Jenny Critchfield
02085457121
bid@opustech.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Hybrid cloud
• Service constraints: The Opus VCC powered by Five9 are all hosted within datacentres which means customers do not need to worry about hardware configurations. Users can access the service with a PC/Mac and an internet connection. Five9 will have scheduled maintenance but would give ample time for customers to make arrangements if the maintenance is service effecting.; Configuration of the service is bespoke to each customer and would be agreed and implemented before handing over, whilst training is available for admin users to make moves, adds and changes should they require/desire.
• System requirements:
  • Network Requirements
  • Browser Integration

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our response time for email and ticketing support is within 30 minutes during the week, at weekends we recommend customers call us.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: The Opus service offerings provide a full range of contracted options for supporting customers, ranging from business hours Monday to Friday to 24 x 7 and everything in between. In all cases, the maximum response time for starting problem diagnosis is 30 minutes. However, we can advise that, in most cases, work starts in around 10 minutes. Service Window • Premium - 24/7 • Superior - 8.00 - 20.00 Monday - Friday • Custom - 8.00 - 18.00 Monday - Friday Pricing is provided under the Support Services for G Cloud 13 Service Listing. You will be assigned a Dedicated Account Manager, details of this can be found within the Service Definition document accompanying this listing.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: At Opus, we prioritise providing a smooth onboarding experience for our users, offering a range of resources tailored to their needs. Whether they prefer hands-on training or self-paced learning, we ensure they have the support they need to start using our services effectively. For those who benefit from face-to-face interaction, we offer onsite training sessions conducted by our experienced team. These sessions allow users to receive personalised guidance and support in implementing our services within their organisation's unique context. In addition to onsite training, we provide comprehensive online training modules and user documentation accessible through our digital platforms. This approach offers flexibility and convenience, enabling users to learn at their own pace and refer back to materials as needed. Furthermore, our dedicated support team is always available to assist users during the onboarding process. Whether through email, phone, or online chat, users can rely on timely support to address any questions or concerns they may encounter. By offering a combination of onsite and online training, along with responsive support, we ensure that our users feel confident and empowered to leverage our services to their fullest potential from day one.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: Opus VCC service offers our customers multiple self-service methods to extract data, including offloading of call recordings using SFTP.
• End-of-contract process: At the conclusion of the contract, Opus strive to ensure a seamless transition for our clients. Our end-of-contract process includes several key steps to facilitate a smooth departure. Firstly, we conduct a comprehensive review of the services provided during the contract period to ensure all obligations have been met and any outstanding issues are addressed. We work closely with our clients to finalise any outstanding invoices or payments, ensuring transparency and clarity in financial matters. As part of our commitment to customer satisfaction, we offer assistance in transitioning to alternative service providers if needed. Our team provides guidance and support to facilitate the transfer of data, accounts, and any necessary documentation to minimise disruption to our clients' operations. Regarding pricing, our contracts typically include the cost of the core services provided by Opus, such as unified communications, collaboration tools, and support services. Certain optional features or add-ons may incur additional costs. We maintain open communication with our clients regarding any potential changes in pricing or additional services, ensuring transparency and alignment with their evolving needs. At the end of the contract, we aim to conclude our partnership on a positive note, leaving our clients satisfied with their experience with Opus.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The included softphone interface is recommended to provide full contact centre omni-channel functionality.
• Service interface: Yes
• User support accessibility: WCAG 2.1 A
• Description of service interface: The service interface is designed to intuitively provide all the tools required by agents for handling interactions, whether it be for voice, chat or email. The UI can be embedded into CRMs or be standalone, with views of all interactions, connectors to iFrame other web pages or applications, as well as call contracts and directories of other users. The supervisor UI allows for additional features such as dashboards to display KPIs and provide capabilities to manage agents, queues and campaigns. Admin users have access to tools which give the ability to create/change call flows, IVRs and skills etc.
• Accessibility standards: WCAG 2.1 A
• Accessibility testing: Our strategic partner, Five9, conducts rigorous testing on its interface, covering functionality, compatibility, performance, usability, security, and accessibility. This ensures a reliable, user-friendly experience across different platforms while meeting security standards and accessibility requirements.
• API: Yes
• What users can and can't do using the API: Users can set up and configure our service, manage user accounts, and automate workflows through the API. They can also integrate our platform with third-party systems for seamless data exchange. However, sensitive operations may require elevated permissions, and users must adhere to predefined data structures and potential rate limits. Despite these limitations, our API empowers users to customise their experience, improve efficiency, and create a more connected ecosystem.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • ODF
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Users can customise the Five9 service by adjusting call routing rules, IVR scripts, agent settings, reporting dashboards, and integrations with third-party systems. They can do so through the web interface or API, with administrators typically handling system-wide changes while individual users manage personal settings. This flexibility empowers organisations to create a tailored contact center environment, optimising efficiency and productivity.

Scaling

• Independence of resources: Customers can not affect other customer domains and there is no way to over-use resources that would affect other domains. Each customer has dedicated resources built on a hyperscale infrastructure that can rapidly expand as business needs require. The Opus VCC platform architecture is designed with enough capacity for all our customers to increase volume by 233% at any point in time, plus the flexibility to move and/or add additional resources. Five9 actively manages and monitors the capacity of our domains with a 7x24x365 Network Operations Center.

Analytics

• Service usage metrics: Yes
• Metrics types: Opus VCC provides comprehensive service usage metrics, including call volume, agent activity, average handling time, queue wait times, and service level adherence. SLAs and penalties are a function of the contract terms and conditions, which are subject to negotiation and mutual agreement. Five9 will contract for 99.999% SLA with associated penalties.
• Reporting types:
  • Real-time dashboards
  • Regular reports

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Five9

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: None

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 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 SSAE-16 / ISAE 3402
• 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: The Opus VCC solution allows multiple data exports for users with permission to export data, including recordings, agent chat, 150+ standard reports, and custom reports. Reports can be extracted in HTML, PDF, SCV, Excel, or RTF. Call recordings can be exported as WAV files with associated metadata. Additionally, bulk exports can be scheduled to SFTP call recordings to your SFTP server.
• 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)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: For more information, visit the Five9 Trust Site located here: http://www.five9.com/trust
• Approach to resilience: Geographic Redundancy automatically replicates all data in real time between the primary data center and the backup data center. The primary data center domain is pre-configured with information about its replicated domain in the backup data center. This information is used by the Agent application and by the failover features of the platform to re-route calls when failover is executed. Five9 Geographic Redundancy acts as a primary/primary architecture and replicates data via VPN in real time between Five9 co-location facilities. The RPO is near zero. The RTO is within 15 minutes of technical diagnosis of a telecommunications outage or disruption.
• Outage reporting: Opus VCC provides real-time system status and access to all our clients via our customer portal (access requires authentication), as well as both email and IVR options for real-time customer notification of service events. The portal also allows a customer to configure automatic text and email notifications of system disruptions.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Our partner, Five9, implements access restrictions in management interfaces and support channels to ensure data security and compliance. Administrators can configure user roles and permissions to control access to specific features and functionalities within the platform. For instance, they can restrict access to sensitive data, such as customer information or administrative settings, to authorised personnel only. Additionally, support channels may require user authentication or verification processes to prevent unauthorised access to support resources. These measures help safeguard confidential information, prevent data breaches, and maintain the integrity of the Five9 platform and its support infrastructure.
• 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: No audit information available
• 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: UKAS
• ISO/IEC 27001 accreditation date: 27/07/2022
• 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: CyberGuard Advantage
• PCI DSS accreditation date: October 31, 2023
• What the PCI DSS doesn’t cover: N/A
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications: HIPPA

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • CSA CCM version 3.0
  • ISO/IEC 27001
• Information security policies and processes: Opus adhere to a robust set of information security policies and processes (ISO27001) to safeguard sensitive data and ensure the integrity and confidentiality of our systems/services. These cover various aspects of information security, including data encryption, access control and incident response. We have established a clear reporting structure within our organisation to oversee the implementation and enforcement of these policies. Our Information Security Officer (ISO) is responsible for maintaining and enforcing our information security policies and procedures. The ISO works closely with departmental managers and employees to ensure that security measures are effectively implemented across all levels of the organisation. To ensure compliance, we conduct regular audits and assessments of our systems/processes. This includes internal audits conducted by our internal audit team, as well as external audits performed by independent third-party assessors. Additionally, we provide ongoing training programs to educate employees about information security best practices and their roles and responsibilities in safeguarding data. We employ various solutions, such as access controls, encryption tools, and intrusion detection systems, to monitor and enforce compliance with our security policies. Any violations/breaches are promptly investigated and addressed according to our incident response procedures, which include notification of affected parties and appropriate remediation measures.

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 chosen Opus Partner, Five9, has rigorous change and release management processes in place to protect the confidentiality, integrity, and availability of our systems and software. Our Change Management Policy requires operational discipline and quality control for all changes to Five9 information systems. The policy requires communication; the documentation of process workflows and personnel roles; and the alignment of tools, where appropriate. Five9 maintains and continually updates our hardware and software inventories.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Five9 engages a PCI Approved Scanning Vendor to perform quarterly external vulnerability scans . In addition, Five9 performs internal vulnerability scans. Five9 has constructed a Vulnerability Management Policy that dictates the remediation timeframes based on a derived criticality factor. Five9’s CISO and VP of Compliance and Privacy subscribe to multiple intelligence sources related to cyber security.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: The chosen Opus partner, Five9, maintains Network Operations Centers that live monitor all systems 7x24x365. A second level of monitoring is at the co-location facilities where their respective NOCs monitor physical and environmental systems that may affect operations. The Five9 InfoSec team has dedicated engineers who respond to incidents in real time and manage all security incidents. We require a documented root cause analysis be performed on each security incident and will follow up with corrective action as warranted.
• 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: Our chosen partner, Five9, has a well-tested, ITIL-based incident response process. A customer can open cases via our online portal, telephone, email, or chat options. Five9 provides real-time system status and access to all our clients via our customer portal for incident resolution,

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
  • Tackling economic inequality
  • Equal opportunity

  Fighting climate change

  Opus is committed to fighting climate change through our G-Cloud service provision by implementing several key strategies aimed at reducing carbon emissions and promoting environmental sustainability.; Firstly, our cloud-based solutions enable public sector organisations to significantly reduce their carbon footprint by minimising the need for on-premises infrastructure. By leveraging cloud computing, clients can optimise resource utilisation, leading to lower energy consumption and reduced greenhouse gas emissions associated with traditional data centres.; Additionally, our telecommunication services focus on facilitating remote work and virtual collaboration, thereby reducing the need for travel and commuting. By enabling teleconferencing, video conferencing, and remote access solutions, we help organisations cut down on transportation-related emissions and contribute to overall air quality improvement.; Moreover, Opus actively promotes the adoption of energy-efficient technologies and practices among our clients. Through our consultancy services, we advise public sector buyers on selecting sustainable IT solutions, such as energy-efficient hardware and renewable energy sources for data centres. By recommending environmentally friendly options, we empower clients to make informed choices that align with their climate change mitigation goals.; Furthermore, Opus is committed to measuring and reporting the environmental impact of our G-Cloud services. We provide clients with transparent insights into the carbon footprint associated with their IT operations and offer guidance on optimising resource usage to minimise environmental harm.; In summary, our G-Cloud service provision delivers against the social value theme of fighting climate change by promoting energy efficiency, reducing transportation emissions, and empowering clients to make sustainable IT choices. Our commitment to environmental sustainability aligns with the objectives outlined in PPN 06/20 and contributes to building a greener, more resilient future for public sector organisations.

  Tackling economic inequality

  As a living wage supplier, Opus is actively engaged in tackling economic inequality through our G-Cloud service provision. Our commitment to paying employees a living wage is just one aspect of how we contribute to this social value theme. Here's how our G-Cloud provisions addresses economic inequality:; Fair Employment Practices; Opus prioritises fair employment practices, including paying employees a living wage. By providing fair compensation, we ensure that our employees can meet their basic needs and participate more fully in the economy. This approach helps reduce income inequality by promoting financial stability and well-being among our workforce.; Promoting Supplier Diversity; Opus actively seeks out diverse suppliers, including SMEs, minority-owned businesses, and social enterprises. By partnering with a diverse range of suppliers, we contribute to economic inclusion and provide opportunities for smaller businesses to compete in the marketplace, ultimately helping to level the playing field and reduce economic inequality.; Investing in Skills Development; Through our G-Cloud services, Opus invests in skills development programs and workforce training initiatives. By equipping individuals with the skills they need to succeed in the digital economy, we empower them to access better job opportunities and higher-paying roles, thereby contributing to upward mobility and reducing income inequality.; Community Engagement and Collaboration; Opus collaborates with community organisations, government agencies, and other stakeholders to address economic inequality collaboratively. By working together, we can leverage resources, share best practices, and implement targeted interventions that address the root causes of economic inequality and create sustainable change.; In conclusion, our G-Cloud services provision is aligned with the goal of tackling economic inequality by promoting fair employment practices, supporting local communities, promoting supplier diversity, investing in skills development, and fostering collaboration with stakeholders. We are committed to delivering social value and contributing to a more inclusive and equitable society through G-Cloud services.

  Equal opportunity

  Opus is committed to promoting equal opportunities through our G-Cloud service provision in alignment with the Social Value themes outlined in PPN 06/20. We recognise that equal opportunity is a fundamental aspect of creating a fair and inclusive society, and we are dedicated to integrating this principle into our services.; Inclusive Service Design; Our G-Cloud services are designed to be accessible and inclusive for all users. We prioritise usability and ensure that our platforms and interfaces adhere to accessibility standards, making them usable by individuals with diverse needs and abilities.; Diverse Workforce; We ensure that our workforce reflects the diverse communities we serve. We actively promote diversity in recruitment and provide equal opportunities for all individuals, regardless of their gender, race, disability, age, sexual orientation, religion, or belief.; Training and Development; We invest in training and development programs to promote awareness and understanding of equal opportunities among our staff. This includes training on unconscious bias, diversity, and inclusion, enabling our employees to create a supportive and respectful work environment.; Supplier Diversity; We actively engage with a diverse range of suppliers and subcontractors, including SMEs, minority-owned businesses, and social enterprises. By fostering relationships with diverse suppliers, we contribute to economic empowerment and promote equal opportunities across the supply chain.; Community Engagement; Opus is committed to engaging with local communities and supporting initiatives that promote equal opportunities and social inclusion. We collaborate with community organisations, charities, and advocacy groups to address inequalities and promote positive social change.; Opus is dedicated to delivering against the equal opportunity theme outlined in PPN 06/20 through our G-Cloud service provision. By prioritising diversity, inclusivity, and fairness in our workforce, service design, supplier relationships, and community engagement efforts, we aim to create lasting social value and contribute to building a more equitable society.

Pricing

• Price: £49.96 a licence
• 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 bid@opustech.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.