Cinos

Genesys Cloud CX - Omnichannel Contact Centre

Genesys Cloud CX, a robust cloud omnichannel contact center solution offering a faster more personalised customer experience. With subscription-based licensing, enjoy Opex efficiency and scalability for seasonal demand. Cinos offers design, deployment, integration, migration and support services to ensure successful implementation. Elevate your contact center capabilities today.

Features

• Customer self-service including Speech-enabled IVR, Voicebots and Chatbots
• Digital Channels including web messaging, email, SMS and social media
• Voice services including Cloud Voice and Bring-your-own-carrier
• Inbound routing with ACD, voicemail, callback and predictive routing
• Outbound campaigns including blended inbound/outbound and proactive notifications
• Workforce engagement, employee performance, resource management and Quality Assurance
• Performance dashboards show real time views and historical reporting/analytics
• AppFoundry Marketplace gives access to over 350 third-party apps
• Pre-built integrations and deep integration with Salesforce
• Dynamic routing decisions based on customer context

Benefits

• Anywhere access for agents working remotely
• Seamlessly connects business communications driving faster response times
• Access to communications channels from a single application improves efficiency
• Simplify processes with creative ways to use AI and automation
• Enable self-service to improve customer experience and free up agents
• Allow customers to interact in a way that feels natural
• Reduce contact centre cost with AI automation and chatbot
• A fully managed service from Cinos UK security cleared team
• Tried and tested implementation and migration reduces risk
• A partner with extensive experience in migrating critical communications

£5.66 to £113.26 a licence a month

• 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 bids@cinos.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

715440427021910

Contact

Jody Faulkner
07869370406
bids@cinos.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: Genesys CX can be used standalone or as an add-on to following services:; Microsoft Teams Direct Routing; Cinos Cloud UC/Telephony; Existing/third party calling platforms; CRM systems such as Salesforce
• Cloud deployment model: Public cloud
• Service constraints: None
• System requirements:
  • Compatible web browser
  • Internet connectivity
  • Suitably specified PC/laptop for agents

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our response times are based upon priority of the incident: P1 - Severe Business Impact - 30 minutes P2 - High Business Impact - 2 hours P3 - Medium Business Impact - 4 hours P4 - Minor / no Business Impact - 24 hours P5 - Service Request / Service Query - 1 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: Yes, at extra cost
• Support levels: We will provide a Standard level of support which will be included within the cost. ; ; We offer standard Service Level Agreements based on deployment model: ; ; • The Service Level Agreement (SLA) for Standard Private or Community Cloud is 99.9% ; • The Service Level Agreement (SLA) for Cloud HA Private or Community Cloud is 99.99% ; • The Service Level Agreement (SLA) for Hybrid Cloud is 99.99%. ; ; There is no cost implication for the differing support levels; the support level is derived from the deployment model chosen.; ; We provide a named Technical Account Manager for all of our customers, providing a point of escalation, a named contact for service queries and technical update / roadmap workshop sessions
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: In order to fully understand your business objectives and produce an appropriate design to fully meet requirements, we offer a number of workshops to gain a comprehensive understanding of your organisation. This information, combined with detailed benefits analysis enables Cinos to provide the perfect solution to meet your business need. While we have industrialised and standardised our approach as far as possible, we appreciate that each of our customers and their requirements are unique. Our typical on-boarding process follows a closely aligned PRINCE2 methodology which incorporates the following key stages: • Initiate and Assess • Plan and Design • Procure • Implement • Prepare • Handover and Transition • Benefits Realisation
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats: Ppt
• End-of-contract data extraction: In the event you wish to leave our service, we will meet all necessary obligations in order to enable a smooth transition of service, including the release of any software licenses to you. Service cessation should be initiated by request in writing, where we will be happy to work with you define a service cessation plan.
• End-of-contract process: In the event you wish to leave our service, we will meet all necessary obligations in order to enable a smooth transition of service, including the release of any software licenses to you. Service cessation should be initiated by request in writing, where we will be happy to work with you define a service cessation plan.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Supervisor is iPad only
• Service interface: Yes
• User support accessibility: WCAG 2.1 A
• Description of service interface: Genesys Cloud CX is a web-based cloud application. All User Interfaces (UIs) in Genesys Cloud are web-based, built on platform independent and browser agnostic frameworks and technologies such as HTML5 and Web-RTC.; This means no client installation, users only need a web browser. ; The web interface offers a single, centralised cloud portal for users, managers and administrators.
• Accessibility standards: WCAG 2.1 A
• Accessibility testing: Genesys Desktop is a thin-client, web-based desktop application that unifies Genesys Agent and Genesys Supervisor activities within a single user-interface. Genesys Agent Desktop streamlines the handling of customer interactions by agents in the contact center by the management of both PSTN and Internet interactions. Genesys Supervisor Desktop enables day-to-day supervisor activities in a single interface with real-time reporting by providing the tools supervisors that need to react to real-time conditions.
• API: Yes
• What users can and can't do using the API: Genesys Cloud provides a RESTful application programming interface (REST API) to allow customers to customise Genesys Cloud and embed the technology within business applications and processes.; ; This allows customers to control all aspects of the Genesys Cloud environment. This includes system configuration, integration, manage conversations, reporting etc.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The service is fully customisable.; As a cloud contact centre the service can first of all be customised to meet the specific workflows of your business and call flows. This would be established during the early stage of the project (Plan and Design stages) through a series of workshops with key stakeholders.; Customers can also choose to customise the service based on channels offered, for example start with voice only and expand out to digital channels over the course of the contract.; Additional services allow further customisation such as Call recording, Quality Management, Workforce Management etc.; Agents and supervisors can customise the layout of the interface through a simple web interface.

Scaling

• Independence of resources: Genesys Cloud CX ensures that users remain unaffected by the demand placed on the service by employing robust load balancing and resource allocation mechanisms. By dynamically distributing incoming requests and managing system resources, the platform prevents any single user or group of users from monopolizing resources, thus maintaining consistent performance for all users. This approach safeguards against slowdowns or interruptions even during periods of high demand, ensuring a seamless experience for everyone utilising the service. Additionally, Genesys Cloud CX continually monitors system health and adjusts resource allocation as needed to maintain optimal performance levels, further enhancing user satisfaction and reliability.

Analytics

• Service usage metrics: Yes
• Metrics types: Genesys Cloud CX offers a comprehensive set of service metrics to gauge and enhance customer engagement effectiveness. These include traditional metrics such as average handling time (AHT), first call resolution (FCR), and service level agreements (SLAs). Additionally, it provides advanced analytics on customer sentiment, agent performance, and channel effectiveness. Real-time dashboards and customisable reports empower organisations to optimise operations and deliver exceptional customer experiences.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Genesys

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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)
  • Other locations
• 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: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
• 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: Data can be exported in multiple formats (csv, xlsx, wav).; ; The Genesys Cloud Platform API can also be used to extract data programmatically.; ; The REST API model can also be used to export data from selected sources and emailed as PDF/CSV.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Pdf
  • Wav
• Data import formats:
  • CSV
  • Other
• Other data import formats: Wav

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)
  • Other
• Other protection within supplier network: Data is encrypted in transit and at rest. Static data is securely protected behind a series of firewalls/access control lists plus anti-virus and native monitoring tools.

Availability and resilience

• Guaranteed availability: Genesys Cloud CX has an agreed Service Availability Target of 99.9%. Service credits can be discussed as part of your contract.
• Approach to resilience: Genesys Cloud solves the problems of monolithic architecture with the use of microservices. With microservices, Genesys solves complex problems with simple, stateless objects. The microservices architecture also provides virtually unlimited scalability across thousands of servers across multiple, geographically diverse data centres.; ; Instead of using several tightly coupled components, Genesys Cloud divides its functionality into services, each of which handles a given type of request. Each Genesys Cloud service uses Elastic Load Balancers (ELBs) to distribute work; each grouping contains multiple servers, which dynamically scale based on load. We continuously monitor service-level traffic and optimise the microservices based on usage levels and types of requests.
• Outage reporting: Genesys operates a web portal giving up-to-date uptime information for Genesys Cloud:; http://status.mypurecloud.com. ; From a Cinos service perspective all outages will be reported via email. Outages are identified as Planned maintenance, Emergency maintenance, and platform issues. In addition, the designated Technical Account Manager will proactively contact customers as appropriate.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Genesys Cloud CX uses assigned roles and permissions to control user access. Applications are accessed via a browser-based user interface; on sign-in the assigned roles and permissions are applied.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get 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: Bmtrada
• ISO/IEC 27001 accreditation date: 11/03/2026
• What the ISO/IEC 27001 doesn’t cover: No exclusions.
• 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
  • Other
• Other security governance standards: Cinos is also accredited to CyberEssentials+
• Information security policies and processes: The Company is governed by an integrated suite of information security policies. Under the top level Information Security Policy itself are second-level documents with specific focus on Acceptable Use, Antivirus Protection, Asset Management, Business Continuity Management, Data Protection, Password Management, Personnel Management, Supply Chain Management and many others.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: Cinos has documented configuration and change management policies and processes, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 standard.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Cinos has a documented vulnerability management policy and process, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 and ISO27001 standards. Where technically possible, real-time updates and status reports are identified and sourced from credible vendor sources, which cover a significant proportion of our asset population. For other systems and software, assigned personnel have responsibility for regularly reviewing technical forums and specialist groups to promptly identify and evaluate any emerging patches or updates which require our attention.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Genesys Cloud CX service-level traffic is continuously monitored and the microservices optimised based on usage levels and request type/volume. ; Incidents are immediately logged, categorised, investigated and resolved according to the agreed service levels.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: Cinos has a documented incident management policy and process, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 and ISO27001 standards. This activity is responsible for the progression of alerts generated by automated monitoring systems, issues identified by personnel, and incidents identified and reported. All incidents are promptly reported into a central ticketing system, which ensures that each is promptly assigned to an appropriate resource, and its progress tracked (and escalated, as required) to resolution.

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: Yes
• Connected networks:
  • NHS Network (N3)
  • Joint Academic Network (JANET)
  • Health and Social Care Network (HSCN)

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Cinos is committed to fighting climate change and delivering environmental benefits in the performance of our contracts, including working towards net zero greenhouse gas emissions. Our ISO14001-accredited Environmental Management System ensures that business activities are managed to increase sustainability, and work towards net zero greenhouse gas emissions by 2047, as demonstrated in our Carbon Reduction Plan, in alignment with PPN 06/21 (https://www.cinos.net/our-company/carbon-reduction-plan/). ; As part of all our contracts, we take the following environmental measures: ; • Promote Circular Economy: We will implement a comprehensive equipment lifecycle management strategy, focusing on extending the lifespan of hardware. Instead of disposing of equipment, we will explore opportunities for reuse. Equipment that cannot be reused will be dismantled at component level to meet out 0% to landfill commitment, recycling component materials in-line with the EU's Waste and Electronic Equipment (WEEE) Directive 2012/19/EU. ; • Drive Packaging Innovation: Promote recycling and explore sustainable packaging to reduce waste and minimise environmental impact.; • Substances and Process Elimination: We will actively remove the use of substances and processes that adversely affect the environment. ; • Supplier Commitment: We will only obtain services, equipment, and power from providers, manufacturers, and vendors who are committed to environmental protection. ; • Sourcing and Recruiting Locally: We will prioritise local recruitment and sourcing of suppliers to minimise business travel requirements. ; • Delivering Environmental Training: We will provide environmental training to our staff and supply chain. ; • Utilising Collaboration Technologies: We will leverage collaboration technologies to reduce the need for physical travel. ; • Using Electric and Hybrid Vehicles: We are phasing out the use of diesel-powered vehicles promoting cleaner transportation and reducing air pollution. ; • Energy Efficiency – We are delivering an ongoing programme of upgrades and renewal to HVAC, insulation, and other systems to reduce energy consumption, carbon emissions.

  Covid-19 recovery

  Cinos confirm that on request we are able to provide Social Value deliverables that support Covid-19 recovery on a contract by contract basis as requested by potential Buyers.

  Tackling economic inequality

  Cinos confirm that on request we are able to provide Social Value deliverables that support Tackling economic inequality on a contract by contract basis as requested by potential Buyers.

  Equal opportunity

  In the delivery of this Service, Cinos will deliver Equal Opportunity in line with the Social Value Model as follows;; As a Disability Confident employer, Cinos provide equality of opportunity for anyone with visible and/or non-visible disabilities. We ensure that our supply-chain share our values and disabled employees are fully-supported. Processes ensure we understand the issues affecting representation of disabled people in the workforce. We provide all speciality equipment for employees to fulfil their duties from any location so there are no barriers to any employee performing their role.; Cinos provide employment opportunities for all, regardless of gender, age, ethnic-origin, religion, sexual orientation, or disability. We promote the principles of equality and diversity in all dealings and hold Investors-in-People (Gold) and Living-Wage accreditations. We offer a range of accessible opportunities within our recruitment process with working-conditions promoting an inclusive working environment, including flexible and remote working. We’re committed to providing a working environment free from discrimination.; We support all employees in upskilling and progressing in their career with training budget allocated to every individual, alongside quarterly appraisals. Everyone has equal access career-development opportunities aligned to experience and ability. We take appropriate positive-action measures to provide specialised training and support for groups that are under-represented in taking-up training and career-development opportunities. Our apprenticeship program provides employment and training for candidates from local colleges and universities resulting in a job offer.; Cinos are committed to the avoidance of Modern-Slavery within our organisation and supply chains. We only work with suppliers who have embedded sustainable and ethical practices within their organisation; reporting in line with the UN Guiding Principles Framework and the Modern-Slavery Act and ensuring that our commitment to delivering social benefits and upholding human rights is disseminated through our Impact Report, Modern-Slavery Act statement and Sustainable Procurement Policy.

  Wellbeing

  Cinos confirm that on request we are able to provide Social Value deliverables that support Wellbeing on a contract by contract basis as requested by potential Buyers.

Pricing

• Price: £5.66 to £113.26 a licence a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Genesys Cloud is available on a 30-day trial basis. All features to Genesys Cloud 3 level and associated services are available to trial.

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