CLOUDSOURCE LTD

Digital Services - Contact Centre

CloudSource’s Omnichannel digital contact centre, powered by Microsoft Dynamics 365 and AI, enables seamless citizen engagement, intelligent casework, and personalised support. Integrate all channels to deliver a unified contact centre experience, accelerating case management and providing agents with a 360-degree view of citizen interactions on the contact centre platform.

Features

• Omnichannel contact centre solution
• AI-powered contact centre with Copilot
• Intelligent case management integration
• Customer relationship management with intelligent routing
• SLA-based contact centre portal
• Service scheduling and knowledge management
• Citizen-facing contact centre portal
• Business workflow automation for contact centres
• Real-time contact centre analytics
• Self-service portals and integrations

Benefits

• Engage citizens across multiple contact centre channels
• Unified, AI-powered contact centre experience
• Accelerated casework and contact centre processes
• Improved service quality monitoring
• Secure, compliant, and scalable contact centre operations
• Enhanced 360-degree customer journey analytics
• Increased agent productivity and satisfaction
• Future-proofed contact centre technology
• Seamless self-service for citizens
• Software-as-a-service contact centre delivery

• Free trial available

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 bid@cloudsource.uk.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

621185613504876

Contact

Susannah Williams
07813082217
bid@cloudsource.uk.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Contact centre
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: None
• System requirements: None (delivered via SaaS)

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: This would be dependent on the client requirements and agreed ‘response’ service level agreement (SLA). We operate a number of different bespoke SLA models across our client base.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: Chat is instigated through the CloudSource support portal.
• Onsite support: Yes, at extra cost
• Support levels: CloudSource provide second line support to the client's Business Support Teams which are available via Portal, phone and email. An issue or request is captured as a ticket and progressed by a Support Consultant.; ; Support levels are based on severity of the issue ranging from P1 (critical) to P4.; First Response Times are:; P1 - 1 hour; P2- 2 hours; P3 - 8 hours; P4 - 8 hours; ; A Support Consultant is allocated to the issue to resolve, with the ability to call on other resources within the Managed Services department or the wider development, testing, consulting or project management teams within the company.; ; We operate various commercial models for support ranging from pure 'Time & Materials' (T&M) through to premium support with a one-off cost for unlimited consumption.
• Support available to third parties: Yes
• AI chatbot: No

Onboarding and offboarding

• Getting started: To access the Dynamics 365 and Power Platform modules the end user needs to be allocated the required software license.; ; CloudSource makes available comprehensive guidance, help, training and troubleshooting materials as part of the Microsoft Dynamics 365 and Power Platform Service.; ; Microsoft offers a range of services to organisations, e.g. FastTrack to aid onboarding to the service, and the Dynamics Learning Portal to help partners and organisations optimise the use of the service.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
  • Other
• Other documentation formats: Video
• End-of-contract data extraction: Data can be exported from Microsoft Dynamics 365 and Power Platform through the Export to Excel feature and using web service APIs documented in the Dynamics 365 SDK. Data can also be exported using the Azure Synapse Link for Dataverse.
• End-of-contract process: CloudSource have an established knowledge and information transfer set of processes that enables end clients to take full control of all data and systems.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Configurable to client requirements.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Application Programmable Interface
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Na
• API: Yes
• What users can and can't do using the API: You can: Access Dynamics 365 and Power Platform Programmatically.; You cannot: Direct access the database.
• 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: Dynamics 365 and Power Platform applications are modular apps built to provide capabilities tailored for citizens and case workers. As an administrator or customiser, you can easily customise the tables, dashboards, forms, views, charts, and business processes included in the application using the app designer, without having to write any code

Scaling

• Independence of resources: Delivered SaaS to the performance metrics guaranteed by Microsoft for their data centre.

Analytics

• Service usage metrics: Yes
• Metrics types: Organisation service metrics are available through out of box Microsoft Dynamics 365 and Power Platform, reporting features, for example:; the trend of active users over time;; your top users across the system;; the level of usage of data entry forms, dashboards or reports;; most utilised e.g. leads, accounts, contacts or opportunities.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

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

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: 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: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: Never
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Data can be exported from Microsoft Dynamics 365 and Power Platform through the Export to Excel feature and using web service APIs documented in the Dynamics 365 and Power Platform SDK. Data can also be exported using the Azure Synapse Link for Dataverse.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XML
  • TXT
  • CSV
  • XLSX
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • CSV
  • XLSX

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection between networks: Please refer to:; https://docs.microsoft.com/en-us/azure/best-practices-network-security
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: Please refer to:; https://docs.microsoft.com/en-us/azure/best-practices-network-security

Availability and resilience

• Guaranteed availability: Microsoft commit up to 99.99% availability for the Dynamics 365 and Power Platform services provided by their data centre.
• Approach to resilience: This information is available upon request.
• Outage reporting: Outage reporting methods include but are not limited to Public Dashboards, APIs and Email Alerts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: CloudSource will restrict access via the Microsoft Dynamics 365 security model and license allocation.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • 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

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: CloudSource has designed detailed policies for information security with ultimate responsibility resting with our Senior Management Team.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: CloudSource follows a proven Configuration and Change Management process to maintain the integrity of services. We work with customers to ensure that changes and configurations are performed in line with agreed Change Management processes to reduce overall risk. As part of the overall contract governance, we propose that a Change Advisory Board (CAB) is established that approves proposed changes and assists in the security assessment and prioritisation of any changes. The CAB should be composed of major stakeholders impacted by potential changes to the services and technical staff responsible for the system.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: CloudSource’s approach to vulnerability management is agreed with Customers in line with their project requirements.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Please refer to:; https://docs.microsoft.com/en-us/azure/security/fundamentals/threat-detection
• Incident management type: Supplier-defined controls
• Incident management approach: Please refer to:; https://docs.microsoft.com/en-us/compliance/assurance/assurance-incident-management
• Post-quantum cryptography secure: No

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 v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: 28 day trial period
• Link to free trial: https://www.cloudsource.uk.com/contact/

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Citation
• ISO/IEC 27001 accreditation date: Monday 29 October 2018
• What the ISO/IEC 27001 doesn’t cover: Nothing - scope covers whole organisation
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Citation
• ISO 9001 accreditation date: Tuesday 15 December 2020
• What the ISO 9001 doesn’t cover: Nothing - scope covers whole organisation
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: C8752ed3-f3bf-4fd6-b631-1873e8bfa118
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 92665fde-9e55-461a-b5b2-9a11bbe8a1b9
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications

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 bid@cloudsource.uk.com. Tell them what format you need. It will help if you say what assistive technology you use.