Connex One

Cloud Omnichannel Contact Centre Platform

Connex One Ltd provides and develops cloud-based Software as a Service Omnichannel Contact Centre Solutions. Our customers an therefore rely on the Connex One platform to deliver consistently excellent service to you and their customers, with service being accessible from any location, at any time, as required.

Features

• Omnichannel capability/functionality
• Reporting
• AI - Sentiment Analysis
• Workflows
• Call Routing and Queues - Skills Based
• Social Media
• WFO
• WFM
• Gamaification
• Athena AI - Chatbots

Benefits

• Increase Efficiency
• Cost Reduction
• Agent Empowerment
• Enhances Customer Service
• Full Omnichannel Suite Capabilities
• Real Time Reporting Analytics
• Quick and efficient deployment
• Increased Secuirty
• Targeted Industry Support and SLA's
• Selective Pricing Options

£95 to £145 a licence a month

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 tender.team@connexone.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

707687906241793

Contact

Phil Wood
03450561133
tender.team@connexone.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: No Constraints - Once users' profiles are created on the Connex One platform with their unique login credentials they can log in to the platform from any location as long as they have a laptop/desktop, a USB headset and a secure connection (static IP whitelisted). ; ; The Connex One platform works with any IP softphone, hardphone or conference phone, providing it is SIP compatible.
• System requirements:
  • Conex One Licence
  • Login / Access Details
  • Laptop
  • Headset
  • Chrome Browser
  • Citrix
  • Windows RDP
  • Amazon Work Spaces
  • SSO

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Connex One provides 24/7x365 (inc weekends) Omnichannel support from our global support headquarters in Manchester, UK. The Support Team comprises 70+ highly skilled support technicians who are always available to facilitate client requests. ; ; Our mission at Connex One is to always provide the best support in the industry through a combination of self-service and client-facing support. Our Support Management team bring strategic experience from global support desks that they have previously directed. ; ; Our self-service offerings include clients having direct access to automated system monitoring solutions for the entire hardware estate.
• 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: 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: None or don’t know
• How the web chat support is accessible: Our support web chat can be found at: ; ; https://www.connexone.co.uk; ; Our support portal is at: https://support.connexone.co.uk
• Web chat accessibility testing: Connex One has Athena our AI Speech recognition that enables a text to speech recognition and so transform the code behind the visual user interface into synthesized speech. We also now have Athena 2.0 our AI Chatbots, programs can be run on desktop computers, laptops, tablets and on mobile phones,
• Onsite support: Onsite support
• Support levels: Connex One currently provides the service and support as part of the licence cost, the SLA for restore (Incidents only) that is outlined below and also a copy of the SLA within the services overview attached document:; ; Severity Level Response Time; P1 (Critical) 30 minutes (max); P2 (High) 60 minutes; P3 (Non-critical) 4 Hours; ; Your assigned account manager will be fully engaged on any incident and we will come back to you as soon as possible with an assessment of what the issue is and how long it will take to resolve. If we have not been able to identify the cause and resolution of the issue by this time, we will let you know what steps we are taking. ; ; Onsite training support is provided free of charge.; ; Connex One understands the need and benefits of a strong Incident and Management process that will provide the confidence in our support and the processes that are aligned to this area. Our Incident & Problem management process and workflows ensure that Connex One provides Improved IT service quality, Incident volume reduction, Permanent solutions to tickets, Improved organisational learning with our constant aim of a better first-time fix rate at the Service Desk.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Connex One Pre-installation and post-installation consulting will go through the following assigned Connex One resources. ; ; Connex One Dedicated Project Resource Commitment:; Connex One Project Sponsor - Project Sign Off - Pre and Post Project Delivery ; Connex One Onboarding Manager - Management of overall client engagement and experience ; Connex One Project Manager - Main point of contact for end to end project management ; Connex One Technical Services Manager - Dedicated Technical Delivery Manager to ensure all aspects of the solution are tailored to your agreed requirements and all training needs are met ; Connex One Solutions Architect - To ensure all aspects of the solution are tailored to your initial requirements from early engagement with Connex One ; Connex One Infrastructure Manager - Infrastructure requirements, Whitelisting and Port Management ; Connex One Development Manager - Scheduling and management of development activities for integrations and custom CXM requirements ; Connex One Support Manager - Define Service Level Agreement and Support Management during and post-project; ; The initial training that will be put in place for customers will take place onsite through a classroom-style approach, ensuring interactive and clear understanding is gained. Connex will ‘train the trainer’ to enable customers to carry out further Advisor training.
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats:
  • Online training manuals
  • Support Process docuementation
  • Escalation Process
  • Onboarding Process
• End-of-contract data extraction: This would be done through our exit management process, we would agree a timelines and milestone strategy for extract of the data and agreements signed and approved for transfer of any confidential data etc.
• End-of-contract process: Connex One will establish a pass on of information and engagement with the new supplier where required including data transfer, any transfer of data or agreement must be signed and approved prior to ensure all aspects are covered from a security standpoint.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Chrome
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Connex One have built and developed a mobile app that enables users to be on the go and still have all the Connex One platform capabilities and functionality on your phone for both agents and admin/supervisor users. ; ; The ability to be on the go and still have access to the platforms capabilities and functionality has been a real driver and value add for a number of our customers.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Connex One aims to redefine enterprise user experience with its simple, modern interface and in-depth call centre optimisation knowledge. We pride ourselves that our proprietary platform has a short set up, training and roll out time, meaning our clients enjoy minimal downtime and disruption.; Connex One’s user interface (UI) is a step beyond legacy enterprise software that our clients have previously used. Every feature is carefully designed within the context of the overall application, rather than being created in isolation and then simply “tacked-on”. Ensuring that everything we develop enhances the user experience and new modules and upgrades.
• Accessibility standards: None or don’t know
• Description of accessibility: Connex One's development team have built our platform interface to align and aim to meet the requirements of WCAG 2.1 AA (although not mandatory by UK law), ensuring its content is more accessible to a wider range of people with disabilities, including accommodations for blindness and low vision, deafness and hearing loss, limited movement, speech disabilities, photosensitivity, and combinations of these, and some accommodation for learning disabilities where possible. Our product development team continue to develop the platform to meet further and innovative accessible features where possible including using AI.
• Accessibility testing: The Connex One platform meets the majority or the WCAG 2.1 requirements including our AI Athena capability that enables calls to be fully transcribed to text and also provide sentiment analysis, we also have voice recognition functionality which is being released and progressing well for assistive technology users. ; ; Our platform also provides high contrast options for individuals with visual impairment, as well as using specific web browse readers for individuals with visual impairment.
• API: Yes
• What users can and can't do using the API: As Connex One has been designed and developed in-house, we have an open API for integrations with our communication and management layer.; ; We have attached the Admin API document as https://api-documentation.cnx1.uk/ to give you the full information on this and allow you to see what is possible with the Open APIs. ; ; Utilising webhooks also allows close integration with the Connex One platform, including functions such as push and pull of data, and embedded screen pops to allow effective use of screen estate.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: The Connex One service can be made bespoke to each customer in terms of the view, capability, structure, skills based routing i.e. campaigns and how we integrate with customer CRM's when and where required. We would work with all customers to ensure it meets their requirements and expectations.; ; An assigned dedicated engineer will help configure and customise the Connex One platform to route all interactions based on required skill criteria. Using Skills-Based Routing, Team Role and User Management aligned with SLAs; all interactions are managed and supported within a single user interface. Managers can configure each agent to support different channels or different volumes of inquiries depending on the experience and suitability of the omnichannel modules for communication. ; ; The system allows each customer to define and customise SLAs for each queue as required. Applying SLAs ensures agents and management are always aware in real-time how long they have to respond to and resolve inquiries with customisable reports and wallboards. ; ; Our advanced SLA capabilities encourage customised SLAs for:; - First response; - Subsequent replies; - Resolution; ; Service levels can be applied to both queues and campaigns, customised to specific requirements.

Scaling

• Independence of resources: Connex One is a private cloud / hosted solution in a single-tenant AWS instance. This means that the solution is scalable to our clients' requirements and it will comfortably handle any required scalability requirements at any point in time.; ; There are no limits to the number of skill sets which can be set up on the Connex One platform. Skillset routing can be configured using various filters including agent rank, lowest converting, highest converting, shortest wait time, longest wait time, least calls in campaign, least calls, and random.

Analytics

• Service usage metrics: Yes
• Metrics types: Connex One provides a complete breakdown of platform availability (99.99% availability as standard & 99.999 High Availability) stats, inline with AWS Tier 1 availability. We also provide a complete report on our SLA stats on a Tier 1 to 3 case by case basis. Full incident reporting is provided against each logged ticket, detailed log of remedy actions assigned and completed prior to sign off and approval, escalation paths provided in the SL A escalation process and full list of escalation points of contact.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to 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 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 another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• 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 exported as a CSV (Comma Separated Values) CSV for Excel (Tab Separated Values) CSV for Excel (Europe)*; ; In regards to transfer of data we do this securely and deliver keeping personal data secure, all of our support teams are trained in confidentiality. Our system is able to securely mask any bank card data with our PCI compliant solution (this module is costed separately). Any call recordings are stored within a client specific server which is segregated from any other information.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: 2 options: ; ; 99.99% Standard availability; 99.999% High Availability
• Approach to resilience: The Connex One platform is a single tenanted AWS instance, secured via IP whitelisting and user login details to avoid incorrect logins and comply with our ISO 27001 Certification. ; ; Connex One uses load balancers and failovers in all parts of the systems architecture. With our HA solution, there are no single points of failure.; ; Connex One provide the following - ; ; - Multiple instances in different AWS availability zones; - Failover carriers; - Multiple web servers underneath a load balancer; - Multiple voice servers that agents connect to with Kamailio load balancer
• Outage reporting: We provide full updates via our online support portal which encompasses a fully detailed customer dashboard, in addition we have the support tel/email process that is monitored 24x7x365. Individual customer reports are provided on any outage or customer fault/ticket issue.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Access of the platform is set up in agreement with the customer starting with the assigned authorised users given management access and controls. From that point we would work with the customer to enable the set up of all other team/staffing personnel at the required access and routing dependant on approvals and signoff from authorised personnel.; ; Connex One fully understands how important this is to ensure the right people have the right access at the correct level.; ; Restrictions are all built into the relevant assigned users access rights from the outset and checks/audits can be performed as and when required.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • 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: LRQA
• ISO/IEC 27001 accreditation date: 28/09/21
• What the ISO/IEC 27001 doesn’t cover: The provision of Omnichannel integration of CXM (Customer Experience Management) & WFO (Workforce Optimisation Tool) CRM; systems. This includes solutions incorporating Phone, SMS, Email, Web, Social and Live Chat, with Gamification and AI Analytic; Functions. In accordance with statement of applicability v1n.
• 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:
  • HIPPA (US)
  • POPIA (South Africa)
  • SOC II

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: We are ISO27001, SOC 2 and Cyber Essentials Plus certified. ; ; We implement a clear desk and screen policy with mobile device management. We have a Statement of Applicability that captures all of our controls and security policies. ; ; We use OWASP best practices for our development team and have various policies such as; ; ISO POL. 22 B - Software Change Management Process Policy ; ISO POL. 21 - Access Control Policy ; ISO POL. 24 - Secure Development Policy ; ISO WI. 39 - Coding Standards ; ; Also:-; ISO27001 Certificate; Connex One Ltd - Cyber Essentials Plus Certificate; ISO POL. 22 B - Software Change Management Process Policy; ISO POL. 21 - Access Control Policy; ISO POL. 24 - Secure Development Policy; ISO WI. 39 - Coding Standards

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Connex One platform comes with a full suite of tools to configure and manage the various aspects of the platform. These tools are accessed through the same unified interface used by agents, supervisors, and administrators, with feature access controlled on a User/Role level. ; ; Connex One believes that making our software easy to use allows our clients to concentrate on their success. Where possible configuration is intuitive, even for non-technical users. ; ; When setting up a canned response, you can choose whether to allow it on email, webchat, Messenger, or any combination. Similarly, SLAs for all channels are managed from one place.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Our Security dept take threat and risk very seriously and so inline with our ISO security risk prevention process we have the following to ensure we continually assess and take steps to prevent threats:; ; We are ISO27001, and Cyber Essentials Plus certified. ; ; We use OWASP best practices for our development team and have various policies such as; ; ISO POL. 22 B - Software Change Management Process Policy ; ISO POL. 21 - Access Control Policy ; ISO POL. 24 - Secure Development Policy ; ISO WI. 39 - Coding Standards
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Connex One has a team within the support model that works through and uses proactive monitoring techniques that include safety inspections and audits of the network and usage, where the objective is to obtain performance feedback, enabling corrective action to be taken prior to any failure in the system.; ; Customers are able to view and see this information in real time or upon request.
• Incident management type: Supplier-defined controls
• Incident management approach: Connex One has an Incident Management Proces swe can provide but we follow the following steps when dealing with an incident raised either interannly or by a customer:; ; The Five Steps of Incident Resolution:; ; Incident Identification, Logging, and Categorization (incidents are identified through user reports, solution analyses, or manual identification).; Incident Notification & Escalation; Investigation and Diagnosis; Resolution and Recovery; Incident Closure.

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

• Social Value:

  Social Value

  • Fighting climate change
  • Equal opportunity

  Fighting climate change

  Connex One has a "WELL Gold standard" of our Head Office, we will also continue our engagement with our VERRA certified carbon offsetting provider to achieve carbon neutrality as a business. ; ; We engage with local businesses to securely decommission and recycle our WEEE and insist upon 100%.

  Equal opportunity

  Connex One is an equal opportunity business and work inline with the equal opportunities legislation - Equality Act 2010, " Connex One pledges to not discriminate against employees based on race, color, religion, sex, national origin, age, disability or genetic information.”

Pricing

• Price: £95 to £145 a licence a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: 30 day free trial of full omnichannel service & functionality, including set up and training
• Link to free trial: Www.connexone.co.uk

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 tender.team@connexone.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.