Fusion - Liberty Converse CX - Omnichannel Contact Centre

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: Liberty Converse CX can be used standalone or as an add-on to following Netcall applications: Liberty Create low code platform including Citizen and Tenant Hub Accelerators; Rent-IQ; Liberty RPA; Liberty AI; Liberty Spark for mapping/analysing processes.
Cloud deployment model: Public cloud
Service constraints: The service is subject to planned maintenance, which will be notified in advance.
System requirements: Web Browser

Internet connectivity

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: Web chat
Web chat support availability: 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
Web chat accessibility testing: As a browser-based interface, third-party tools deployed on the users' desktop or browser can be used to support user accessibility.
Onsite support: Yes, at extra cost
Support levels: We will provide a Standard level of support which will be included within the cost. This includes access to the Support Online Portal, and contact by telephone, chat 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: Netcall will provide project management, engineering, and training support for the initial configuration of Liberty Converse CX.
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 Converse CX will also be provided. This includes Online Help, which is provided within the Converse CX User Interface and Netcall Online Community.
Service documentation: Yes
Documentation formats: HTML

PDF
End-of-contract data extraction: "All customer data is available in reports accessed through the Converse CX user interface.
Customers will extract data by manually downloading data in a CSV file format, or by use of the Reporting API.
All Liberty Converse CX reports will enable the ability to download data using a definable date range."
End-of-contract process: At the end of the contract Netcall will cease the service which will prevent the receiving and making of calls and/or other media interactions. 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

Chrome
Application to install: No
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: Liberty Converse CX provides a browser-based service interface. This interface is designed to be intuitive and simple to use, whilst enabling full access to the user and administrative features provided by the Converse CX application. User access to the service interface is secure, with roles and permissions assigned on log-in, controlling access to application features.
An interface is also provided to support end-customer access to the contact centre from digital channels, including web, SMS and Social Media. The virtual assistant chat bot presented to the customer can be customised and deployed across any supported channel.
Accessibility standards: WCAG 2.1 AA or EN 301 549
Accessibility testing: As a browser-based interface, third-party tools deployed on the users desktop or browser can be used to support user accessibility, for example, increased font size. The user interface also provides a high contrast theme and keyboard shortcuts. This enables support for WCAG 2.2 AA standards.
API: No
Customisation available: Yes
Description of customisation: Users have full access to customise the Liberty Converse CX service. There are no limits to the number of contact centre Groups, Queues or Skills that can be defined. Changes are made in real-time. The end user application uses a simple graphical interface that doesn't require users to have specialist ICT knowledge. The customisation includes:
• IVR - Creation and amendment of any number of configurable IVRs;
• Routing Rules - Definition of the Contact Centre routing for all media 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 media and skills allocation, and group assignment;
• Dashboard Configuration - Creation of customisable dashboards using drag and drop widgets;
• Chat Bot Flows - Definition of the Bot Flows for use across voice and digital channels;
• Access to the Converse CX Administration and Supervisor user interface is controlled by assigned roles and permissions.

Scaling

Independence of resources: Liberty Converse CX utilises elastic cloud computing to enable on demand scaling of the service.

Analytics

Service usage metrics: Yes
Metrics types: Liberty Converse CX provides a range of system real time and historical reports including:
Real-Time Dashboards - Real-time graphical display of key metrics including service performance, queue data and agent information. Dashboards are configurable and shared with users by name, role or Agent Group.
Supervisor Reports - Historical reports covering all metrics of the contact centre. Displayed graphically and tailored by a range of filters, including date and time. Tailored reports can be saved for instant retrieval.
Historic reports can be manually downloaded in .csv file format. Alternatively, an API is available to get Report data.
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: Cirrus, 8x8, Mitel, Zoom, Gamma, Ribbon

Staff security

Staff security clearance: Other security clearance
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: 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: Customers can extract data by manually downloading report data in a .csv file format. All Liberty Converse CX reports will enable the ability to download data using a definable date range.
If required, reporting data can be extracted using the Liberty Converse CX Reporting API. This REST API gets report data in XML or JSON format from the Interactions Report, Agent Audit Report, or from a Supervisor Saved Report.
Full documentation of Converse CX API will be provided as part of the deployment project.
Data export formats: CSV

Other
Other data export formats: Xml

JSON
Data import formats: Other
Other data import formats: SCIM

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: Liberty Converse CX has an agreed Service Availability Target of 99.9%. Service credits can be discussed as part of your contract.
Approach to resilience: "Liberty Converse CX utilises a high-availability architecture to support resilience.
Full details are available on request."
Outage reporting: "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: Public key authentication (including by TLS client certificate)

Identity federation with existing provider (for example Google Apps)
Access restrictions in management interfaces and support channels: Liberty Cloud applications including Converse CX uses assigned roles and permissions to control user access. Liberty Cloud applications are accessed via a browser-based user interface; on sign-in the assigned roles and permissions are applied.
Access restriction testing frequency: At least once a year
Management access authentication: Public key authentication (including by TLS client certificate)

Identity federation with existing provider (for example Google Apps)

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: NQA Certification Limited
ISO/IEC 27001 accreditation date: 11/12/23
What the ISO/IEC 27001 doesn’t cover: Netcall's ISO 27001 is certified around the protection of the Confidentiality Integrity and Availability (CIA) of data assets for all platforms, products, services and suppliers relating to the processing of data. The governance also extends to the premises where the assets are hosted. The Statement of Applicability is a comprehensive scope that takes almost a week of onsite auditing by an external auditor working closely with the critical teams from Operations (including Info Sec) the business and other stakeholders such as the client, data centre managers etc. The Netcall process owners also include the facilities, legal and finance teams. Therefore ISO27001 will only exclude policies, controls and components that are not explicitly defined within the scope of the Statement of Applicability published for Netcall. The priority will always be to protect the CIA of the client data as per the Netcall solution and product design proposed to and contractually accepted by the client. So the actual likelihood of any risks remaining unmanaged/missed through the comprehensive scope of controls in the SOA is low.
ISO 28000:2007 certification: No
CSA STAR certification: No
PCI certification: No
Cyber essentials: Yes
Cyber essentials plus: Yes
Other security certifications: Yes
Any other security certifications: NHS DSP Toolkit

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

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

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

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

Charterhouse is growing, in the last 3 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 of 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 and Cyber Essentials Plus, our accreditations provide a framework for growth, improvement and security.

Equal opportunity

Charterhouse is growing, in the last 3 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 of 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 and Cyber Essentials Plus, our accreditations provide a framework for growth, improvement and security.

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: £5,400 a licence a year
Discount for educational organisations: No
Free trial available: No

Fusion - Liberty Converse CX - Omnichannel Contact Centre

Features

Benefits

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Pricing

Service documents

Cookies on Digital Marketplace

Fusion - Liberty Converse CX - Omnichannel Contact Centre

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents