Wavenet

Wavenet Integrated Citizen Experience (CX) - Virtual Contact Centre - powered by Five9

True cloud omni-channel contact centre with workforce engagement management, AI enabled self-service for speech and chat-bot. This solution supports specialised Customer Relationship Management Integration capabilities and Robotic Process Automation tools.

Features

• Carrier. Campaign and Access Point Management
• Interactive Voice Response (IVR) and self-service
• Intelligent Automatic Contact Distribution (ACD) with blended dialler
• Integrated Omni-channel Advisor Desktop
• Real Time and Historical Management Information
• Contact and Screen Recording with Quality Management
• Interaction Analytics
• Workforce Management
• PCI-DSS Compliant Payments
• Artificial Intelligence enablement. Self-service chat and speech bot

Benefits

• Enhance Citizen Experience
• Improve Advisor Engagement
• Streamline Business and Compliance Processes e.g. PCI-DSS & GDPR
• Omni-channel citizen engagement
• Integration with Customer Relationship Management for data driven customer experience
• Data-led decision making and insight
• Personalized, frictionless and helpful automation
• Open standards and flexible integration
• True cloud, highly resilient, true cloud platform
• Automation between contact centre and wider digital eco-system

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

Framework

G-Cloud 15

Service ID

646093494129550

Contact

Joe Ewins
0333 234 0011
publicsector@wavenet.co.uk

About your service

• Service categories:

  Applications

  Customer relationship management

  • Contact centre
• Multi cloud support: Yes

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Solution can be integrated into MS Dynamics, Oracle Netsuite, ServiceNow, Salesforce, Zendesk, Oracle Service Cloud
• Cloud deployment model: Hybrid cloud
• Service constraints: VCC support extends to the entire customer experience across all services, including hardware, connectivity and applications.Wavenet provide First and Second Line support with Five9 supporting Third Line support. VCC is multi-sited across resilient data centres, and all hardware is modular and resilient at every level, meaning that upgrades can take place with no disruption to service. Upgrade notifications are issued regardless. The solution requires 110kpbs of throughput for voice.
• System requirements:
  • Browser: Recent version of Chrome, FireFox, Edge, Safari
  • Operating Systems - Windows 10/11 Mac 12.5, 13, 14
  • VDI Citrix Desktop 7.15, Apps and Desktop 1912LTSRCU3, Horizon7.13
  • 110 kbps of bandwidth per concurrent call for advisor desktop
  • OKTA for SSO integration

User support

• Email or online ticketing support: Yes
• Support response times: Tickets are categorised according to their impact (P1-P4) as defined in the service level agreement please see terms and conditions. Categories are. P1 : P2 : P3 : P4 :
• 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: Standard and bespoke support levels are available (for instance, 9-5 Mon-Fri, 7-7 Mon-Sun, 24/7/365). Costs are agreed as part of the overall services package. Technical support is provided by the dedicated, UK-based NOC.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Training for Wavenet VCC is built into the PRINCE2 Managed Project Deployment Process and cascades through a high, medium- and low-level gates based on the understanding of traditional contact centre and technologies and core stakeholder roles. This starts at the kick off meeting where a high-level demo will be supplied to all stakeholders deemed relevant to join.; Medium-level training is available from the delivery of the storm partition with all stakeholders having access to online training documents. This includes courses for agents, supervisors, and system admins. Before UAT stakeholders will receive dedicated classroom-based training to support a low-level understanding of VCC. This will be aimed at supervisors and system admins. This will provide an understanding of the following:; - Advisor and Supervisor Desktop; - Carrier and Access Management; - IVR & Self-service; - ACD, Organisation and User configuration; - Realtime and Historical Recording; - Recording and Quality Management; Wavenet seeks to empower customers to become experts within their own solution so as to take maximum advantage of the benefits of the solution and Integrated approach to CX.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: There are several different options available to customers for extracting data at the end of the contract. Most customers will regularly extract data using storm's inbuilt reporting management tool, VIEW (into formats such as CSV, XLS and PDF) and Recorder Manager solution (.WAV). However, all data can be manually extracted by storm's engineering team and delivered to the customer at the end of the contract, if this is required.
• End-of-contract process: This varies based on the contract. Services can be decommissioned as part of the agreement, and there may be additional costs involved in decommissioning or transferring to other systems subject to the pre-agreed exit provisions.
• Documentation accessibility standard: WCAG 2.2 A

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: All Wavenet VCC interfaces are browser-based.; - Agent Desktop Plus: Agent Desktop: Single interface for channel management; - Agent Desktop Toolkit: Agent interface integrated within a CRM solution; - Supervisor Desktop Plus: Single interface for channel management, agent monitoring (listen, whisper and barge in) and access to reports and recordings; - Admin Interface: Access to contact centre configuration and service scripts Access rights can be best set to match your operational goals.; - Carrier and Access Management; - IVR & Self-service; - ACD, Organisation and User configuration; - Realtime and Historical Recording; - Recording and Quality Management
• Accessibility standards: WCAG 2.2 A
• Accessibility testing: Not known
• API: Yes
• What users can and can't do using the API: The Wavenet VCC supports flexible API's to links VCC to other elements of a customers digital ecosystem such as Unified Communications solutions, Workforce Engagement Management, Analytics and AI solution and CRM/ERP solutions. API's can allow VCC to automate contact and citizen experience tasks such as appointment booking, automatic surveys and support AI enabled self-service. API documentation can be provided to access elements of the solution including recordings, reports and data management. Five9's open web services APIs and configurable connectors enable integration to a large variety of external systems. Pre-integrated solutions include Salesforce, Oracle Service Cloud, NetSuite, Velocify (Leads360), Microsoft Dynamics, ServiceNow, and Zendesk CRM platforms. The Five9 solution is developed as an open platform, providing rich open APIs and SDKs that allow partners and customers to integrate with and extend the solution, along with our commitment to developing and leveraging open standards such as SIP and MRCP for our voice communication protocols, TCPA adherence options for compliance, SNMP for system monitoring, SMTP for email as a contact centre channel, SOAP and REST methods for APIs, and HTML5 for our Agent Desktop Plus interfaces.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Wavenet VCC can be fully customised across its service interfaces. Each service interfaces is based on a discreet contact centre micro-service which customisation across each module. Core Modules include:; - Carrier and Access Management; - IVR & Self-service; - ACD, Organisation and User configuration; - Realtime and Historical Recording; - Recording and Qulaity Management; Further enhanced customisation can be undertaken at the application development level where purchased.

Scaling

• Independence of resources: Carrier capacity is provided by Wavenet and will be scaled with the customer requirement on setup. In terms of the core platform storm, Content Guru are continually making improvements to the solution's multi-tenant core platform to increase capacity and upgrade features in line with the growth of the customer base. storm is configured so there is enough capacity for all customers in a single storm instance in case of the loss of one of its data centre.

Analytics

• Service usage metrics: Yes
• Metrics types: Fully flexible and customisable real-time and historical reporting across multiple channels, with real-time notification alerts on service performance, trend analytics and service levels. Recording and Screen Recording capabilities with transcription and speech analytics alongside scorecards and associated reporting.
• 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 support
• Organisation whose services are being resold: Five9

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Management Information such as CDR can be exported in formats including: CSV, XLS and PDF. Recordings can be exported in a (.WAV) format. These can be exported to FTP and SFTP endpoints. Some data can be exported via API.
• 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)

Availability and resilience

• Guaranteed availability: The Wavenet VCC platform is has been architected by Five9 as multi-tenanted true cloud platform to deliver 99.999% core platform availability, delivered from two highly available active/active data tier three data centres. Wavenet are a UK critical National Infrastructure provider.
• Approach to resilience: The Wavenet VCC platform, powered by Five9 is maintained across multiple secure data centre sites in the UK (and internationally where required) to provided optimum availability and resilience. To this end, it is of paramount importance that all data centre sites and the data stored therein is synchronized. All constituent data centres supporting the platform are connected by resilient links, which are continuously subject to monitoring. VCC data centres and servers are kept in primary-secondary configuration, with the resilient connections between them enabling the ongoing synchronization of all services and data.
• Outage reporting: The platform's developer Five9 automatically notifies customers of planned outages via notifications provided on login to the system . In the event of an unplanned outage, Wavenet initially contacts customers via email and phone, and continues delivering updates at regular intervals until the incident is resolved. The customer system status portal on VCC also allows a customer to configure automatic text and email notifications of system disruptions. Wavenet will also provide Root Cause Analysis after the event of P1 or P2 outage.

Identity and authentication

• User authentication needed: Yes
• User authentication: Multi-Factor Authentication (MFA)
• Access restrictions in management interfaces and support channels: Each organisation’s VCC solution requires the purchase of administrator licences. Administrators require these separate licences to access admin privileges. Admin activities are fully audited and can be linked to 2FA or SSO for additional security.
• Access restriction testing frequency: At least once a year
• Management access authentication: Multi-Factor Authentication (MFA)

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: Wavenet is an ISO27001 certified company and we adhear to the standard, we are audited on this standard annually, Wavenet is also a CE+ certified company
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Wavenet conform to ISO2000
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Wavenet conform to and follow the NIST standard and ISO27002
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We have continual monitoring with EDR solution feeding into a SIEM that is monitored 24/7 that is monitored by SOC
• Incident management type: Supplier-defined controls
• Incident management approach: Wavenet is ISO27001 certified and we follow the playbook as part of our certification.
• 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: No

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

• Less than £250,000: 0%
• Between £250,000 and £500,000: 1%
• Between £500,001 and £1,000,000: 2%
• Between £1,000,001 and £2,500,000: 3%
• Between £2,500,001 and £5,000,000: 4%
• Over £5,000,001: 5%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: United Registrar of Systems
• ISO/IEC 27001 accreditation date: Thursday 18 July 2024
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: United Registrar of Systems
• ISO 9001 accreditation date: Monday 12 August 2024
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 39aabf05-4ab8-4ee7-adcd-3318af1f9d2f
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 6cc5c85d-03f1-446c-9e9d-7338dfb9f0ce
• 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 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b

  • 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.

    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  • 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 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Plans for positive actions with community groups.

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce

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