SVL Business Solutions Ltd

Calabrio Quality Management by SVL

Calabrio Quality Management gives you to smart tools to quickly and continually uncover what you can improve and effectively drive and measure that improvement. Automate evaluations to examine every interaction across all channels and QM frees managers to focus on targeted coaching and training and give agents timely feedback.

Features

• Live agent monitoring
• Automated Reporting
• Automated scheduling of calls for evaluation
• Evaluation Form creation
• Access Audio and Screen alongside evaluation forms
• Drill down reporting to interaction
• Out if the box evaluation forms
• Workflows
• User friendly, customisable reporting tool and data extraction capabilities
• Experienced WFO professionals to provide full consultancy and support wrap

Benefits

• Rapid Return on Investment (ROI)
• Less time aggregating data, more time acting on data
• Ensures consistent, outstanding quality every time
• Provides the ability to monitor and evaluate the complete interaction
• Provides an intuitive search option for finding interactions
• Save time by automating interactions to evaluator for QM
• New features are automatically and rapidly released, free of charge
• Balance operational efficiency, customer service and employee satisfaction
• Improved Employee Engagement
• Consultancy and Support from experienced WFM experts

£18 to £25 a user 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 sales@svl.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

713334502370811

Contact

Sales Team
01355900000
sales@svl.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: Calabrio is part of a wider suite of WFO solutions to help improve agent and customer satisfaction, reduce cost and increase efficiency within any business. The solution is hugely effective both stand alone or as part of the wider WFO suite.
• Cloud deployment model: Public cloud
• Service constraints: Maintenance windows reserved once a month for patching and cloud maintenance. 14 days’ notice is provided if this is going to occur or not. Typically, the window takes no longer than 1 hour, and is done outside of the customer’s core hours.; The hosted environment uses active replication, meaning that at any one time there are 3 instances of a customer's environment available in 3 separate locations. Should one become unavailable the solution will automatically and seamlessly switch over to another so as to safeguard against any disruption for the customer.
• System requirements:
  • Modern browser with updates for agents and team leaders
  • PDF Reader or Excel for reports
  • Screen resolution: minimum 1280x1024
  • 1 Dual core x 64 6GB memory
  • Port 80 for http and 443 for https open
  • Windows 7/8/10, latest updates applied

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: 98% of support phone calls are answered within 5 seconds by our Customer Support Helpdesk. They will log a case and assign the priority of the query or problem. Typically SVL support will provide technical 1st response within 20 minutes for Support/User related issues. Cases will be escalated to Vendor support where required and we will manage the ticket to ensure satisfactory response times. Cases can be logged 24/7 (calls are routed to the Out Of Hours Team; emails would be logged and picked up the first business day).
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Onsite support
• Support levels: SVL provide various support levels dependant on the severity of the fault. Our experienced WFO experts will always try to resolve the issue first if it is a user error for example and where required will escalate to the vendor for technical support.; Priority 1 faults - response time 2 business hours and rectification time 16 business hours; Priority 2 faults - response time 4 business hours and rectification time 5 business days; Priority 3 faults - response time 8 business hours and rectification time 30 business days; Priority 4 faults - response time 8 business hours and rectification time - no commitment
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Our experienced Consultants within our WFO practice provide advice, training and support all the way through the whole process from pre-sale to after sale. Training workshops are provided on site and delivered by by our experienced Consultants, all with extensive WFO backgrounds. The training is consultative and promotes knowledge transfer through hands on exercises and relevant support. Training is 'Train the Trainer' based, to enable additional training to be conducted internally.; There are typically two workshops where the customer is guided to build and configure the product. Go live and post deployment support is also provided as standard and should the customer need additional go-live support, additional days can be provided.; There is also an online "Wiki" that provides a wealth of material for end users. This includes context driven help, process overview, and troubleshooting guides. End users also have access to the customer portal which includes forums, FAQ's and product documentation.; SVL provides training material covering the main modules. These guides provide an overview of the main functionality for modules in scope. Our support is ongoing and for the long term, not just the project.
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats:
  • Online Wiki
  • Video tutorials
• End-of-contract data extraction: Reporting, query SQL or copy/paste from end user interface. Copies of databases can be provided.; There are a number of options available for extraction of data at the end of the contract. A full copy of the database can be provided on request. Other options include exports of schedules and forecasts from the admin client. The reporting module can also be used to generate reports and export the data as necessary.
• End-of-contract process: There are a number of options available for extraction of data at the end of the contract. A full copy of the database can be provided on request.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Service Interfaces available across desktop are intuitive and user friendly. The desktop service is used by administrators and Evaluators. All agent based interaction is via web based interfaces. scales with some change to display for mobile devices.
• Accessibility standards: None or don’t know
• Description of accessibility: Calabrio web interfaces are designed to be accessible from multiple browsers and devices.
• Accessibility testing: Not Applicable
• API: Yes
• What users can and can't do using the API: The API functions are comprehensive. They can be used to bring data in from other systems - CRM for example.
• API documentation: Yes
• API documentation formats:
  • PDF
  • Other
• API sandbox or test environment: No
• Customisation available: No

Scaling

• Independence of resources: Segregation of customer services in AWS

Analytics

• Service usage metrics: Yes
• Metrics types: Max agents used/month, Service Uptime
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

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

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• 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 every 6 months
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest: Physical access control, complying with CSA CCM v3.0
• 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: Calabrio Quality Management is part of the Calabrio One Workforce Optimisation suite which as standard also provides a comprehensive data explorer (DX) dashboard and visualisation tool. DX is user driven and comprises all data available from the modules to which the organisation subscribes including workforce management. Other reporting comprises, query SQL or copy/paste from end user interface. Copies of databases can be provided
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Word
  • SQL
  • PDF
  • XLSX
• 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
  • Other
• Other protection between networks: We ensure that all external entry points to network segments containing the customer’s data have restricted access controls in place and include at a minimum the following: External network perimeters shall be hardened and configured to protect against unauthorized traffic; All external connections shall terminate in a DMZ and connections recorded in an event log; Inbound and outbound points shall be protected at a minimum using firewalls and intrusion detection systems (IDS), and if possible include intrusion prevention systems (IPS), to prevent unauthorized activity; Web and application servers shall be separated from the corresponding database servers by means of firewalls.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: The customer’s data is only stored and processed in the Manufacturer's operations and in the operations of Microsoft Corporation. The customer’s data may not be stored on, or processed in or transferred to private devices, such as personal computers, mobile units (including smartphones) and external storage media (e.g. USB memory sticks).

Availability and resilience

• Guaranteed availability: The hosting service offers a guaranteed uptime of 99.5%, excluding any planned maintenance within the Operational Time, scheduled and agreed downtime, and the occurrence of any Force Majeure Event.
• Approach to resilience: Calabrio runs in AWS (Amazon Web Services), which provides our customers with excellent business continuity. From a data point of view, this includes a built-in high availability subsystem that protects databases from failures of individual servers and devices in a datacentre.; AWS has resiliency by deploying to multiple Availability Zones within your selected region of London or EU (Frankfurt).; At any one time, three database replicas are running—one primary replica and two or more secondary replicas. Data is written to the primary and one secondary replica using a quorum based commit scheme before the transaction is considered committed.; If the hardware fails on the primary replica, AWS detects the failure and fails over to the secondary replica. In case of a physical loss of a replica, a new replica is automatically created. So there are always at minimum two physical, transactionally consistent copies of our customers’ data in the datacentre.
• Outage reporting: This is proactively monitored within AWS and alerts provided by SVL.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Other user authentication: Users may authenticate through username (email address format) and password. Password complexity controls may be set. Alternatively SSO can be used with a 3rd party identity provider
• Access restrictions in management interfaces and support channels: Customer controls, user accounts and role configuration. There is full granularity in user role configuration.; ; Each role is associated with application functions (screens or features within screens) and with a set of teams from the organisational structure. The users of the system can belong to one or more roles.; There is a set of detailed Global Functions which regulate exactly what a user may or may not do within Calabrio, such as make changes to absences, or see unpublished schedules.
• Access restriction testing frequency: Never
• Management access authentication:
  • 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: At least 12 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: CQS (Certified Quality Systems) Ltd
• ISO/IEC 27001 accreditation date: 3rd November 2021
• What the ISO/IEC 27001 doesn’t cover: All areas are covered
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• 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: All security incidents posing a threat to the information storage and processing facilities are reported and documented. For each reported incident it is required that a thorough investigation is conducted and remedial action taken leading to a satisfactory closure. All employees and contractors are made aware of what constitutes an information security incident and are familiar with the reporting procedures.; ; It is the responsibility of all employees and subcontractors to report any information security incident or suspicion to the ISO Security Officer and ensure that the incident is duly recorded on the Information Security Incident form. It is the responsibility of the Security Incident Management to take appropriate action to provide a prompt response to the incident and to facilitate normal operation as soon as safely possible. This is overseen by the Board.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All configuration and change management processes are fully covered by ISO27001 certification and ISMS. All change is approved via a Change Advisory Board where all change requests are assessed via a number of security impact criteria. All changes are pre-configured and tested, with automated deployment to ensure consistency of production releases with pre-production testing.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: A Continuous Systems Improvements team meets monthly to evaluate and mitigate risks and vulnerabilities. There is in addition, subscription to vendor and independent vulnerability forums and newsfeeds. Critical patches are often performed as zero-day fixes, following testing.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: All servers and computers utilise anti-virus and anti-malware protection. Intrusion Detection Systems are also utilised at the network edge. Consolidated logging and alerting are used to ensure notification and rapid response to potential incidents.
• Incident management type: Supplier-defined controls
• Incident management approach: Incident management processes are in line with ISO 27001 accredited governance procedures. Users can report incidents by telephone and email. System alerts also notify of incidents. Critical outages or other significant incidents are immediately notified by telephone, with non critical incidents initially notified by email. All incidents are reported in document format by email following root cause investigation.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  As we continue to work towards net zero greenhouse gas emissions, SVL has gone through a process of moving its full fleet of company cars from diesel to electric vehicles. ; ; We have continued our policy of hybrid working post-pandemic to further reduce our carbon footprint, allowing all staff to work from home for up to 3 days a week. Business travel is also hugely reduced with staff advocating conferences call in place of in-person visits. ; ; As a business, we are moving as many clients as possible from on-premise, server-based software to cloud-based servers and storage. This hugely reduces the physical usage of on-site electricity across a huge range of organisations and also the creation and distribution of significant amounts of hardware, all of which has a positive environmental impact. ; ; In our own building, we have environmental measures in place to reduce the use of electricity, gas and water.
• Covid-19 recovery:

  Covid-19 recovery

  We at SVL have worked very hard to support organisations and businesses to manage and recover from the impacts of COVID. From extending our terms to accommodate clients with short-term cash flow issues, to helping organisations transition from hugely expensive up-front licence-based models of expenditure, previously common-place in our Contact Centre industry, to a consumption-based (or usage-based) payment model which allows clients to pay only for what they used the previous month. ; ; We have rearranged our office to continue to allow for social distancing, but key to our success is the fact that all staff can work-from-home for up to 3 days a week, ensuring our office is never a busy or potentially intimidating place to work. ; ; Our support for our Blue Light, Community Care and NHS clients offers 24/7 support for those still working in the front-line against Covid-19. From providing extra call lines to NHS call-centres for better social distancing, to offering constant support for 24/7 helplines, 111 and 999 control rooms across the UK and Ireland.
• Tackling economic inequality:

  Tackling economic inequality

  Our main area of work has been to increase supply chain resilience and capacity, by bringing CCAAS products such as Amazon Connect to SME’s in the UK. This type of product allows smaller businesses to finally have all the benefits of a high quality Contact Centre (better customer experience, Analytics, better staff desktop) for a simple usage-based price. This type of software was far to expensive for the SME until the last 18 months as it required heavy up-front investment. ; ; Cyber security within the supply chain is another difficulty we have met using two different methods. As a business, we have achieved our Cyber Essentials Plus Certificate of Assurance, the highest level of certification offered under the Cyber Essentials scheme. ; ; For our clients, we have invested in a new card fraud and digital payments products that removes all risk from payments via phone calls, digital, social or video channels.
• Equal opportunity:

  Equal opportunity

  SVL encourages our staff, suppliers, customers and the Contact Centre community to support disabled people in the workplace. As the technology we sell has evolved, the need for the physical presence of Engineers to work in difficult to access server rooms has reduced dramatically. ; ; Previous restrictions and limitations on these roles have all-but disappeared, allowing technical and engineering support to take place via accessible computers from any venue. ; ; As a disability-positive employer, this allows us to make every role in our business available to a wide variety of applicant and also allows us to partner other suppliers who work in the care community to ensure that we understand the needs of the disabled person in their homes, at work, and when working from home.
• Wellbeing:

  Wellbeing

  Staff welfare and well-being has always been at the core of our business. We invest in an Employee Assistance Programme (EAP) that gives 24/7, 365 compassionate support to our people, whatever challenges they face. This includes an app and online portal: a comprehensive library of resources to get through life’s challenges, 24 hour helpline and telephone counselling service. ; ; We have a system of regular team meetings for all staff as well as company-wide events and activities. Our Directors have and open-door policy to allow anyone to have confidential discussions and receive full support. ; ; SVL offers staff free private health and dental insurance.

Pricing

• Price: £18 to £25 a user 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 sales@svl.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.