Amillan Ltd

Cirrus Contact Centre- WhatsApp Platform Licence

WhatsApp Business, an instant messaging app aimed at small business owners, allowing easy connection and interaction with customers using tools to automate, sort, and respond to messages.
Is used by businesses, to connect and interact with customers, which allows them to personally and directly promote their products, services and more.

Features

• Using a separate messaging app for business.
• Building trust through the Business profile.
• Easily respond to customers with auto-replies.
• Organise your customer contact list.
• Promote your product or service personally and directly.

Benefits

• Reduce cost-per-contact through handling multiple customer requests simultaneously.
• Enhanced end-user experience through offering wide range of channel choice.
• Seamlessly manage conversations/end-user issues as they channel-swap.
• Resolve problems faster, and avoid losing customers to competitors.
• Offer chats at right time based on user's website journey.
• Always connected, customers can send messages from any preferred channel.
• Increase overall engagement rates and boost sales.

£980 an instance 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 enquiries@amillan.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

619922927775932

Contact

Cristina Cipollaro
07980 848 122
enquiries@amillan.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: Extends to the wider Cirrus CCaaS portfolio
• Cloud deployment model: Public cloud
• Service constraints: None
• System requirements:
  • Business grade internet connection.
  • Internet browser

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: All 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: Our web chat support service 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.
• Onsite support: Yes, at extra cost
• Support levels: 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 provide a fully managed implementation service designed to migrate customers from legacy solutions to Cirrus. We have a unique training and knowledge transfer process, '30, 60, 90'. You can find more details in our Service Definition document accompanying this listing.
• 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 administrative tasks, regardless of complexity.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: "We have enhanced our platform accessibility by developing several Agent interface widgets to support visually impaired / blind Contact Centre staff. Staff have the ability to magnify the text on the interface via ZoomText. Narration software can provide audio indications of where their cursor is on the interface to aid navigation.; ; We have tested across various screen-enhancing software packages with the Digital Accessibility Centre to provide a simplified, easy-to-navigate interface using colour and contrast to assist viewing. In addition, our platform is in use with the Royal National Institute for the Blind (RNIB), who provide feedback across a range of accessibility needs and technologies.
• API: Yes
• What users can and can't do using the API: "Cirrus provides RESTful APIs based on open API standards, allowing for a wide range of operations to control and manage the platform. Cirrus also allows users to configure remote API calls within the platform, allowing customers to pull information on demand from other third party systems. Variable data can be stored and manipulated within the platform allowing customers to implement complex business process.; API access and security can be configured via the Cirrus portal. "
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: 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

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
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Data is available via online portal download.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: Other
• Other protection within supplier network: Data is transited between data centres via private backbone links.

Availability and resilience

• Guaranteed availability: 99.999%. We have a service level agreement in place and a service credit regime in the event that we do mot meet or surpass or uptime metrics. You can find details of this in the Service Definition document accompanying this listing.
• Approach to resilience: We have described our cloud architecture and how we set it up to achieve maximum resiliency for all of our customers in the Service Definition document accompanying this listing.
• 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
• Access restrictions in management interfaces and support channels: Cirrus administers roles based access for all of our services.
• 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: As part of our own ISO 27001 processes and Cyber Essentials Plus accreditation requirements, we have enlisted an external CREST certified service provider to provide independent penetration testing and feedback every quarter at Board level. We perform regular risk assessments of our internal network and application architecture as stipulated under our ISO 27001 certification; recertification audits verify completion of the Management Review Minutes, forming part of our Monthly Senior Leadership Team (SLT) agenda.

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

  In 2020, Cirrus won the CSR award at the Comms National Awards. This award recognises organisations that embrace CSR in a highly positive manner and has develop successful programmes to make the organisation socially accountable to itself, its stakeholders, its customers and the general public. Cirrus take their responsibility to the environment seriously and are accredited by ISO 14001. This is an internationally agreed standard that sets out the requirements for an environmental management system. It helps organisations improve their environmental performance through more efficient use of resources and reduction of waste.
• Covid-19 recovery:

  Covid-19 recovery

  .
• Tackling economic inequality:

  Tackling economic inequality

  Cirrus support the apprenticeship scheme. Cirrus currently have one Apprentice who we are supporting, and have had more in the past who we have retained and have progressed internally via promotions, after they completed the scheme.
• Equal opportunity:

  Equal opportunity

  Cirrus have a very high ratio of female to males (40/60) employed at Cirrus. ; They also have a Hiring Policy which supports Equal Opportunity recruitment decisions: ; It is the Policy of the Company that all employment decisions are based on principles of Equal Employment Opportunity. Accordingly, the Company does not discriminate on the basis of race, colour, creed, gender, national origin, disability, age, veteran status, citizenship, marital status or sexual orientation. The Company maintains a professional business environment that is free from harassment of verbal or physical nature.; ; This Policy applies to all applicants and employees and includes all personnel actions such; as:; 1. Compensation; 2. Benefits; 3. Transfers; 4. Training; 5. Promotion; 6. Employment termination.
• Wellbeing:

  Wellbeing

  Cirrus provide many initiatives to support our staff’s wellbeing:; • Unlimited Time Off – we also track employee’s holidays monthly to make sure they are taking enough time off; • Home Working Risk Assessments to make sure staff are working safely at home; • A wellbeing module on Perkbox (which all staff are automatically enrolled on). This includes exercise, meditation and wellbeing classes, to name a few.; • Staff dogs are welcome in the office, we regularly have 2 visit us!; • Volunteering (Make a Difference) days and charity initiatives which staff are encouraged to participate in, and are celebrated for doing so.; • Courses were provided to all staff with an external provider to support their wellbeing: ; o Coping with COVID-19: April 2020; o Work-life balance and Resilience: March 2021; o Adjusting to change: November 2021

Pricing

• Price: £980 an instance 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 enquiries@amillan.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.