GENIUS SOFTWARE SOLUTIONS LIMITED

Commpli

Commpli is an omnichannel communication platform for inbound/outbound customer interactions, sales, and service automation. The system offers multi-channel and blended automation for users interacting with customers both for inbound and outbound voice to full omnichannel communications (email, SMS, webchat) and payment processing activities.

Features

• Unified Omnichannel Interface: One browser-tab voice, email, SMS, webchat.
• Integrated Softphone: Inbuilt web-based softphone no requirement for third-party.
• Flexible Outbound Dialling: Multiple dialling-modes with concurrent inbound interactions.
• PCI-Compliant Payments: agent-guided tone masking, IVR, digital link payments.
• Intelligent Automation: Robotic agent deployment and automatic pacing algorithms.
• Dynamic Scripting: Customisable scripting directing calls and decision processes.
• Real-Time Reporting: Configurable wallboards/dashboards; monitor productivity, KPIs, trends.
• Quality Assurance Suite: Call recording, screen capture, live listening, scorecards.
• Campaign Management: Real-time control, prioritising data, campaign order, DNC lists.
• Integration: APIs and webhooks to embed functionality into external CRMs

Benefits

• Enhanced Productivity: Single interface, multiple concurrent interactions, reducing toggle-time.
• Regulatory Assurance: Automatic adherence to OFCOM, FCA, PCI-DSS compliance.
• Operational Agility: Managers can adjust real-time without technical support.
• Improved Customer Journey: Full visibility of end-to-end customer communications.
• Cost Efficiency: No costs for upgrades or new functionality.
• Secure Transactions: PCI-compliant tone masking allows secure telephone payments.
• Data Insight: Granular capability from file penetration to individual record.
• Scalability: Supports unlimited users with comprehensive management and configuration.
• Remote Capability: Browser access enables secure management from any location.
• Quality Control: Live coaching and instant access to drive improvements.

• 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 info@geniusssl.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

676631874935272

Contact

Nicola Docherty
01412800275
info@geniusssl.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Marketing campaign management
  • Digital commerce
  • Sales force productivity and management
  • Customer service
  • Contact centre
• Multi cloud support: Yes

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: Our Commpli solution is also used as an extension to our Adept CRM platform (an additional service) which is for managing and executing debt collection, recoveries and payment strategies and used as either stand alone or integrated solution. ; ; API's can be used to embed within your own legacy systems.
• Cloud deployment model: Private cloud
• Service constraints: There are no constraints with our Commpli solution such as hardware configurations. Permission based Users require access to a web browser, audio connection and MFA only. ; ; Maintenance is planned out with our clients’ operational hours and have a highly available infrastructure in place.
• System requirements:
  • Stable Internet connection with at least 100Kbp/s available per agent/user.
  • All applications require a modern and supported web browser.
  • Proxying is supported; must allow WebSockets (RFC-6455).
  • Audio device on desktop, either desk phone, softphone or headset.

User support

• Email or online ticketing support: Yes
• Support response times: Support and Helpdesk on average answer 88.26% of calls in under 30 seconds, with an average speed of users connecting with us in 18.13 seconds. ; ; An average of 87% of Questions via our Helpdesk ticketing system are resolved within 72 hrs, (capture to close).; ; Core Support channels monitored as follows, and we have some contracts on 24x7x365 which can be accommodated.; ; Monday-Friday: 07:30 - 20:00 ; ; Saturday: 07:30 - 18:00 ; ; Sunday: (Accommodated); ; Target response times based on priority: ; ; High - 1 hour, updates every 1 hour. ; ; Medium - 1 business day.; ; Low - 2 business days.; ; Change Requests -2 business days.
• 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: 9 to 5 (UK time), 7 days a week
• Web chat support: Yes
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Our web chat is accessible through our website at www.geniusssl.com. Users can access our web chat for support queries. ; ; Our webchat is currently text based however we have further accessibility options within our roadmap to include integration with assistive technologies.
• Web chat accessibility testing: Our webchat is currently text based however we have further accessibility options within our roadmap to include integration with assistive technologies.
• Onsite support: Yes, at extra cost
• Support levels: A dedicated Client Support Executive acts as your relationship manager and primary point of contact. They coordinate with our Helpdesk, Network/Infrastructure, and Software Development teams to provide comprehensive technical support. All support services are fully included within our licence fees.; ; Support requests are managed through our Zendesk ticketing system and can be logged by email or phone. Each request generates an acknowledgement email with a ticket reference. ; ; To ensure efficient triage, we ask that all requests include clear and accurate information. Tickets are classified as problems, issues, or change requests and prioritised by business impact:; ; • High Priority: Significant impact on production for many users; • Medium Priority: Minor impact on production; • Low Priority: Minimal impact; ; Our Helpdesk manages the customer-facing support process, providing 1st and 2nd line assistance. They are supported by our Infrastructure and Development teams for triage and escalation. Requests requiring 3rd line expertise are passed to the appropriate specialists, with communications maintained through the Helpdesk and tracked within Zendesk.; ; The Client Support Executive ensures alignment on priorities and facilitates communication between your team and ours, including managing larger change projects, which are also included in our pricing. Initial and ongoing training at no additional cost.
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: We provide training for all users and can segregate these sessions by role/access model. During your onboarding, initial training would be supplied by our dedicated support teams. ; ; This training would be shaped in agreement with your needs to ensure the format, the location, the session length and frequency provide the best fit. ; ; Sessions would then be supplemented with a system walkthrough guide, detailing each component of the user interface we have created with you. ; ; The team leader, operational, IT or Senior Leaders training would be supplemented with access to our service manual within the management system.; ; The support we provide is ongoing throughout the relationship to ensure you always have everything you need, are aware of any new additions to the platform as well as allowing us to ensure we stay close to any new strategies you may be looking at, allowing us to support their implementation. ; ; Our client support and helpdesk teams are always available for any ongoing training requirements of new and existing users. ; ; Methods of training delivery are Virtual Online or within Client Premises.
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats:
  • Client set up documentation in Microsoft Word and Excel formats.
  • GDMS user manual within the system - Management User Visibility.
  • API & DAPI documentation is Publicly available at https://docs.geniussssl.com
• End-of-contract data extraction: Our platform allows all data to be exported to files (e.g. for collection by SFTP) or can be retrieved by an API.; ; Any combination of these can be used to integrate into existing or future external systems. This would be agreed in advance and form part of exit planning.
• End-of-contract process: We have an offboarding process that would be used as a high-level guide however any offboarding would be planned in conjunction with the customer, dependant on the service provided. ; ; This would be inclusive in our cost, unless we had to incur any external charges to facilitate this. The project would be managed by a dedicated client support executive.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Our documentation and processes are formally documented within our Information Security Management System and follow In line with our enquiry to delivery processes. We share our new client set up documentation upon new client/contract set up and onboarding. ; ; Our offboarding follows our formal documented Exit Management Strategy, which begins at new client set up stage covering data retention / equipment return / destruction.

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: Our solution is fully web browser accessible - whether this is via a desktop monitor from an office location or on the go via a mobile or tablet device. Mobile devices are primarily used for Call monitoring or coaching on the move or field operatives. The service solution is designed to be flexible with minimal to no difference in how you connect to our service by device.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Commpli is the web application the users log in to and join assigned campaigns. After signing in with a username and password (with optional 2FA), agents select the interaction types they are available for, such as calls, emails, or chats. ; ; Once in a campaign, they see customer details, scripts (if required), and decision buttons that guide them through each interaction. The interface includes controls for hold, transfer, wrap, redial, and ending interactions. ; ; Agents can also send pre templated or custom emails or SMS messages and capture relevant data. Screen visuals, alerts, and workflow elements are fully configurable for each campaign.
• Accessibility standards: None or don’t know
• Description of accessibility: Our service is currently browser based however we have further accessibility options within our roadmap to include integration with assistive technologies.
• Accessibility testing: Our service is currently browser based however we have further accessibility options within our roadmap to include integration with assistive technologies.
• API: Yes
• What users can and can't do using the API: Our platform allows all data to be imported and exported to files (e.g. for collection by SFTP) or can be retrieved by an API. ; ; All management data from our platform can be extracted, for example by API calls. We also support real-time notification of events by Webhook, which can be used by integrating applications to drive events and other processes based on account or user activity.; ; Any combination of these can be used to integrate into existing or future external systems. ; ; Our Genius API and DAPI documentation is publicly available.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Our service can be used to self-serve in many ways and comes with a role-based access model to ensure only authorised personnel can make changes.; ; Onboarding and migration are an important part of any setup. We work to understand the specifics of configuration requirements and will create it within our test environment initially. ; ; We work with our clients to understand the data coming into the workflows and associated identifiers within the file, before performing end to end testing, and migration to LIVE; from here can be managed by the authorised users. ; ; Once operational, GDMS allows users to configure and manage items like:; ; • Call/Interaction flows for IVR or other communications - including scheduled hours, hold messages, overflows, out of hours handling.; ; • Campaign management - various campaign settings such as scheduled hours, operating modes, callback handling, agent memberships, retry management, do not contact lists, prioritisation, outcomes.; ; •Data import configuration - field layouts, deduplication options, cleansing and formatting, schedules.; ; • Robot automation - fully automated campaigns or agent/robot campaign.; ; • User administration with team profiles and memberships.; ; • Wallboard configuration for real time monitoring of productivity, queue volumes and wait times, KPI's and performance metrics.; ; • Report scheduling and management.

Scaling

• Independence of resources: We utilise private cloud infrastructure, with monitoring and alerting tools to ensure we are effectively managing capacity. This infrastructure also gives us scope to quickly bring online additional resource if required. ; ; Our services are highly available, and load balanced with automated failover where required. This ensures maximum service availability for our clients.; ; We have a robust operational and helpdesk support team ensuring we have customer support infrastructure in abundance ensuring our clients/users remain unaffected in times of peak demand.

Analytics

• Service usage metrics: Yes
• Metrics types: Our software platforms record all transactions at a granular level, and we can provide a range of Usage metrics covering areas such as user activity, productivity metrics, performance KPI’s based on transactional data, feature usage. ; ; Additionally, we can provide support metrics such as request volumes, resolution times, analysis of request type, uptime, incident data.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Baseline Personnel Security Standard (BPSS)

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: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Data Erasure

Data importing and exporting

• Data export approach: Users can export data via Commpli's GDMS (Genius Data Management System). Data exports can be completed in various formats including CSV; PDF, XLS. ; ; API's and DAPI's via SFTP and can also be used for exporting data. ; ; Exports can be scheduled to run via email or to set SFTP locations (the latter being preferred).
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF & XLS in any txt formats (e.g. tab/pipe delimited)
  • Our Data API is also available to extract data.
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats:
  • XLS, in any txt formats (e.g. tab/pipe delimited)
  • Our Data API is also available to import data.

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: Our private cloud infrastructure and technical solutions are architected to ensure cyber security and business continuity for our client’s data and service delivery. This is key to the success of our Software as a Service (SaaS) business model.; ; Our Genius Way of Working is underpinned by a number of ISO certifications, in a combined management system. This includes ISO 27001 for Information Security Management, ISO 22301 for Business Continuity Management and ISO 9001 for Quality Management. Our management system is well established and have held UKAS accreditations for significant years which are subject to external audit annually. ; ; We aim to achieve 99.9% uptime for our clients and users. ; ; Within our contract terms outlines our service level agreements and financial penalties. In the unlikely event of serious disruption to services resulting in service levels being affected would be entitled to apportioned refunds; and can be returned as service credits.
• Approach to resilience: Our service is designed to be highly resilient and is underpinned by a certified Business Continuity Management System aligned to ISO 22301, ensuring a structured, audited, and continuous improvement approach to service continuity. ; ; We operate across multiple data centres, enabling failover so clients can be moved to an alternative server or site when required. Our private cloud infrastructure maintains spare capacity, allowing us to scale resources quickly during peak demand or in response to unexpected events.; ; All platforms are supported by automated service and infrastructure monitoring, enabling proactive detection and resolution of issues before they affect users. ; ; Where possible, applications are load balanced and deployed in high availability configurations to eliminate single points of failure. We also maintain robust backup procedures to ensure data integrity and fast recovery.; ; Resilience is further supported by multiple communication providers, ensuring uninterrupted connectivity and telephony. All staff have secure remote access, allowing operations to continue during incidents affecting office locations. Our cross-training programme ensures critical roles are always covered, strengthening operational redundancy.; ; These measures ensure our service remains stable, recoverable, and dependable even under adverse conditions.
• Outage reporting: Our service reports outages in line with our Data Breach and Information Security Incident Management Policy and Procedure, which is part of our ISO 27001 certification. ; ; Our approach ensures incidents are managed consistently, aligned with business priorities, and communicated clearly. Customers report incidents via Helpdesk and our team follow clear consistent processes throughout.; ; Any incident identified internally that affects customers or customer data is assessed for risk and impact, with affected customers notified within 24 hours of detection.; ; All incidents are logged via Zendesk regardless of type or source, and a reference number is issued so the incident can be tracked. Each record includes an accurate description of the incident, who reported it, the type of information affected, and if personal data is involved, the number and category of individuals impacted.; ; The Helpdesk and Incident Management team maintain communication with the user throughout, ensuring sufficient detail is captured to support efficient investigation and resolution.; ; Incident notifications are also escalated to the relevant internal teams, including senior management, ensuring appropriate oversight and coordination throughout the incident lifecycle.; ; An incident report is supplied for each incident including all details including Root Cause, Corrections, Preventative Actions.

Identity and authentication

• User authentication needed: Yes
• User authentication: Multi-Factor Authentication (MFA)
• Access restrictions in management interfaces and support channels: We authenticate access to our service including management access which is permission 'role based' with Username, Unique User Password and Microsoft Authenticator required to access their own services; there is no access or visibility to any other services. Each individual user access is uniquely configured to our clients individual requirements.
• 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: User-defined

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: Genius regards the integrity of its information as central to the success of our business, and our ISO27001 accreditation underpins our approach to ensure that all assets and information systems are fully protected. ; ; The relevant Information Security policies are:; • Information Security Policy ; • Acceptable Use Policy ; • Information Security Incident Management Policy ; • Asset Management and Information Classification Policy ; • Bring your own Device Policy; • Mobile Device Policy ; • Clear Desk and Screen Policy ; • Password Policy ; • Government Clients Security Policy; • Data Protection and Privacy Policy.; ; Related supporting procedures:; • Data Breach and Information Security Incident Management Procedure; • Business Continuity Management Procedure; • Disposal of IT Assets Procedure; • Patch Management Procedure ; • Risk Management Procedure ; • Malware Protection Procedure ; • Internal Audit Programme Procedure; ; Employees undergo training as part of them onboarding, each have responsibility for information security, all employees have access to all policies, procedures and records using their individual login credentials to gain access in real time via our compliance system. Staff receive briefings on all policies and procedures at least annually. ; ; Accredited to Information Security (ISO27001), Quality Management (ISO9001) and Business Continuity (ISO22301), Cyber Essential Plus we undergo external audits annually.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Our configuration and change-management process ensure all service components are tracked throughout their lifecycle, with every change assessed for operational, security, and compliance impact. ; ; Pre-authorised users submit change requests through our ticketing system, where each is logged, referenced, and auditable. Changes are evaluated for purpose, risks, security, data protection, business continuity, infrastructure impact, resource needs, and external costs. ; ; Approved changes follow a controlled process including documented work steps, testing, release and rollback plans, monitoring, documentation updates, and any required training. ; ; A post-implementation review confirms outcomes and lessons learned, while stakeholders are kept informed throughout to ensure transparency and controlled deployment.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Our vulnerability management process uses continuous nightly scanning to identify weaknesses, supported by proactive threat intelligence gathering. Threats are assessed through vulnerability analysis, penetration testing, and review of security related updates. ; ; Critical and High vulnerabilities are remediated within 30 days, supported by a formal patching schedule: Windows systems are patched monthly following Patch Tuesday, and Linux systems monthly or quarterly, with all updates tested in a dedicated environment before deployment. ; ; Emergency patches are deployed immediately with managerial approval. Patch information and emerging threats are sourced from vulnerability scans, vendor advisories, security testing results, and monitoring tools.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We identify potential compromises through alerts from monitoring tools, log reviews, system event analysis, and proactive monitoring by support staff. Users and customers may also report suspicious activity. When a potential compromise is detected, this is logged, investigated, and assessed for risk and impact. ; ; Any incident affecting customers or customer data is communicated to them within 24 hours of detection. Response actions include containment, remediation, and conducting a full Root Cause Analysis detailed within our Incident report.
• Incident management type: Supplier-defined controls
• Incident management approach: Our incident management process follows a formal, predefined procedure aligned with ISO 27001, applicable Data Protection, Privacy, PCI DSS, and contractual requirements. Incidents are managed from detection through investigation, remediation, reporting, closure. ; ; Potential incidents may be identified through user-reports, customer notifications, monitoring alerts, log reviews, or proactive checks. ; ; Incidents are reported to Helpdesk, logged in Zendesk, assigned a reference number and classified by severity. Users report issues via phone or email, with the Helpdesk coordinating communication. ; ; Incidents affecting customers or their data are reported within 24 hours. A Root Cause Analysis and formal report are completed within five business days.
• Post-quantum cryptography secure: Yes

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: We offer Licence free trials across 2-4 weeks with unlimited Management access. ; ; Excluded from free trails are outbound call charges and transactional charges such as payments or SMS. ; ; Free Trials would be setup to buyer requirements, or we can provide a standard use case if required.

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

• Less than £250,000: 0%
• Between £250,000 and £500,000: 5%
• Between £500,001 and £1,000,000: 10%
• Between £1,000,001 and £2,500,000: 15%
• Between £2,500,001 and £5,000,000: 22.5%
• Over £5,000,001: 33.33%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Centre for Assessment
• ISO/IEC 27001 accreditation date: Sunday 7 October 2018
• What the ISO/IEC 27001 doesn’t cover: No exclusion
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Centre for Assessment
• ISO 9001 accreditation date: Sunday 7 October 2018
• What the ISO 9001 doesn’t cover: No exclusion
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Self Assessed
• PCI DSS accreditation date: Monday 17 February 2025
• What the PCI DSS doesn’t cover: We are a Level 2 Service Provider.
• Cyber essentials: No
• Cyber Essentials Alternative: None of the criteria
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: F544d5c0-aafa-475d-a987-97b1c395b0c1
• 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

    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling

  • 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 info@geniusssl.com. Tell them what format you need. It will help if you say what assistive technology you use.