Wavenet Ltd

Cirrus Contact Centre

Elevate public engagement with Cirrus's contact centre: AI-enhanced, omnichannel solutions seamlessly integrated with Microsoft Teams. Experience unparalleled communications across voice and digital channels with advanced AI automation, smart routing, and analytics. Effortlessly scalable, our CCaaS (Contact Centre as a Service) platform ensures top-tier service with end-to-end encryption and data sovereignty.

Features

• AI-powered contact centre, with advanced NLP, automation, ML
• Omni-channel routing across voice, digital channels (chat, email, SMS, social)
• Customisable AI chatbots for 24/7 customer service
• Seamless integration with Microsoft Teams for unified communications
• Contact centre analytics for actionable insights and real-time data
• Intelligent IVR routing and customisable scripting improve interaction quality
• Integrated ticketing system manages citizen issues
• AI/ML workforce optimisation for scheduling, quality
• AI-driven conversation analysis enhances service quality
• Easy-to-use interface

Benefits

• Personalised omnichannel approach improve the citizen experience
• Strengthens team collaboration via Microsoft Teams contact centre integration
• Boosts operational efficiency with AI automation
• Ensures round-the-clock customer support with AI chatbots
• Integrated desktop enhances engagement and service
• Unified solutions reduce processes and enable cost-efficiency
• Automated scheduling optimises contact centre staffing supply/demand
• Recording, scoring, eLearning drive agent performance
• Data insights improve service offerings
• Simplified automated campaign execution and engagement

£12.50 to £145 a licence 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 publictenders@daisygroup.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

742737156344035

Contact

Paddy Sheridan-Ruddy
07714737991
publictenders@daisygroup.com

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: Can be used as an overlay on existing VoIP/UC/PBX solutions. Integrates to other BI systems via RESTful Web APIs
• Cloud deployment model: Public cloud
• Service constraints: N/A
• System requirements:
  • Business grade internet connection
  • Internet Browser

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Cirrus services are supported 24 hours a day, 365 days a year for all service faults. For day to day support there are 3 levels of support customers can opt for:; ; • Fully Managed Service – 24/7; • Fully Managed Service – Business Hours; • 2nd Line Support – Business Hours.; ; Pricing is provided under the Cirrus Support Services for G-Cloud 14 Service Listing. You will be assigned a Service Delivery Manager, details of this can be found within the Service Definition document accompanying this listing.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• 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: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: As accessibility is built into our product development – and we are utilising our own web chat services to provide customer support – then all accessibility development ultimately flows down into our web chat support service
• Onsite support: Yes, at extra cost
• Support levels: Cirrus services are supported 24 hours a day, 365 days a year for all service faults. For day to day support there are 3 levels of support customers can opt for:; ; • Fully Managed Service – 24/7; • Fully Managed Service – Business Hours; • 2nd Line Support – Business Hours.; ; Pricing is provided under the Cirrus Support Services for G-Cloud 14 Service Listing. You will be assigned a Service Delivery Manager, details of this can be found within the Service Definition document accompanying this listing.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Following consultations with our customers, we provide tailored training programs for agent, supervisor and administrators. All training content is customised for customer​'s operations and requirements.; Our trainers are Contact Centre experts who not only provide training on the products and features but also provide guidance on effective ways to manage their Contact Centre and team using the tools available to them. Our training programme is delivered in phases to maximise the benefits for our customers.; Training is provided on the design and features of the new system before the service is launched. Our training approach is a combination of scenario-based demonstrations, repetition of actions, and hands-on experience in using the Contact Centre environment.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: The customer will need to extract any customer generated statistics and data from the platform, all data not already transferred over to the customer will be transferred VIA SFTP to a nominated location. There is a per GB cost for the transfer, please refer to your pricing calculator for the transfer costs, Cirrus will confirm the file sise once notice has been received.; All remaining customer data will be destroyed will be following a 28 day data extraction period.
• End-of-contract process: Cirrus provides a simple and quick exit process for customers. Additional costs are related to data extraction, if there are any remaining recordings on the Cirrus platform.; Customers can give notice in accordance with the terms in the contract.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: Yes
• Compatible operating systems: Windows
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: The service is available entirely through a web-browser – regardless of user role (agent, supervisor, administrator) – and can be accessed anywhere with an appropriate internet connection. Our browser-based administration portal allows those with the appropriate permissions to make changes to the service in real-time from any internet-enabled location. We have ensured that a wealth of detail is provided directly within the service's browser-based interface, enabling quick and easy reference for administrative tasks, regardless of complexity.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: We have enhanced our platform accessibility by developing several Agent interface widgets to support visually impaired / blind Contact Centre staff. Staff have the ability to magnify the text on the interface via ZoomText. Narration software can provide audio indications of where their cursor is on the interface to aid navigation.; ; We have tested across various screen-enhancing software packages with the Digital Accessibility Centre to provide a simplified, easy-to-navigate interface using colour and contrast to assist viewing. In addition, our platform is in use with the Royal National Institute for the Blind (RNIB), who provide feedback across a range of accessibility needs and technologies.
• API: Yes
• What users can and can't do using the API: Cirrus provides RESTful APIs based on open API standards, allowing for a wide range of operations to control and manage the platform. Cirrus also allows users to configure remote API calls within the platform, allowing customers to pull information on demand from other third party systems. Variable data can be stored and manipulated within the platform allowing customers to implement complex business process.; API access and security can be configured via the Cirrus portal.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Our service offers a flexible, user-centric approach to customization, designed to meet the specific needs of each organisation. With a modular licensing model, users can mix and match functionalities to tailor the service to their operational requirements. Service interfaces is highly customizable, allowing for adjustments to better align with individual workflows, enhancing efficiency and effectiveness.

Scaling

• Independence of resources: Our approach to ensuring users are not affected by the demand other users place on the service is underpinned by a cloud-based infrastructure that provides high scalability. This infrastructure allows us to scale up resources automatically in response to fluctuating demands, ensuring that performance remains consistent regardless of the number of users.

Analytics

• Service usage metrics: No

Resellers

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

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Security Clearance (SC)

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: No
• 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: Another external penetration testing organisation
• Protecting data at rest: Physical access control, complying with SSAE-16 / ISAE 3402
• 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 is available via online portal download
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • HTML
  • PDF
  • WAV
  • MP3
  • REST-based API
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • WAV
  • REST-based API

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: The proposed solution is hosted via Amazon Web Services (AWS) in the UK (London) with EU backup (Dublin), leveraging AWS's robust and redundant network reflected in our 99.999% uptime SLA.
• Approach to resilience: AWS Virtual Private Cloud (VPC) architecture provides native high availability across availability zones for seamless failover in case of an outage. To ensure uninterrupted service, we have implemented automated failover processes within the AWS Virtual Private Cloud architecture, leveraging high availability across different availability zones. This means that if an outage occurs in one zone, the workload is seamlessly transferred to another, maintaining service continuity without client or end-customer impact. This active-active configuration typically results in zero Recovery Time Objective (RTO) and Recovery Point Objective (RPO), ensuring customer’s operations are resilient to disruptions.
• Outage reporting: Dashboards, Email, SMS and Voice IVR alerts where the circumstance require.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Users log in to our web-based UI with a simple username and password, providing inherent capability for Users to work outside of the office as a true home / remote working solution. 2-factor authentication provides an additional layer of security to help protect customer data.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • 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: BSI
• ISO/IEC 27001 accreditation date: 13/09/2013 original certification
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Sycurio
• PCI DSS accreditation date: 15/08/23
• What the PCI DSS doesn’t cover: N/a
• 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: As part of our own ISO 27001 processes and Cyber Essentials Plus accreditation requirements, we have enlisted an external CREST certified service provider to provide independent penetration testing and feedback every quarter at Board level. We perform regular risk assessments of our internal network and application architecture as stipulated under our ISO 27001 certification; recertification audits verify completion of the Management Review Minutes, forming part of our Monthly Senior Leadership Team (SLT) agenda.

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: The configuration management processes are part of the overall Service Asset and Configuration Management process. Our Configuration Items (CIs) include hardware, software, buildings, people and formal documentation and the relevant information is managed throughout the lifecycle. The processes for doing this are clearly documented, for example Change Control processes.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Our company has implemented a set of security measures to ensure the safety of our clients' data. We conduct quarterly external vulnerability scans and internal vulnerability scans on a regular basis. Additionally, we perform annual penetration testing on our network perimeter, infrastructure, and websites used to host, process, or transmit client data as part of our Cyber Essentials Plus certification. We also conduct internal penetration testing and monitor our database for security-related patches. Our anti-virus software is industry-accredited and updated at least once a day to provide maximum protection against threats.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: The service is monitored 24 hours a day using Zabbix, Grafana and bespoke software which collects various statistics from servers, applications, and devices. Any potential compromises are immediately alerted via email and SMS to the security team. Response time and rates are specific to the nature of the potential compromise, for example, a user failing authentication 3 times in under 5 minutes would be treated differently to a user failing authentication 50 times in under 60 seconds.
• Incident management type: Supplier-defined controls
• Incident management approach: Cirrus has standard incident management procedures in place to ensure that we are able to restore a service as quickly as possible and to minimise adverse impact on business operations. Customers are able to raise an incident or service request by telephone or email. Queries to Cirrus Support are logged as cases within our support system and categorised according to Priority. Customers receive incident reports via email.

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)

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Wellbeing

  Fighting climate change

  DCS is signed up to UN Compact and have planned our strategy to address a number of the Sustainability Goals. We plan to submit SBTi targets within the next financial year and Nature Positive Pledge.; ; Our primary focus is the reduction of our carbon footprint alongside our customers as we have identified this as the most pressing need in the IT industry today. ; ; We have an ESG lead and ESG Governance Manager co-ordinating effort from across the business and industry prominent Statutory Board representation as well as Chairman who champions many of our environmental initiatives. We have three bi-monthly groups representing every business area and a Green Team spearheading our local and site based strategy.; ; We should reach Net Zero Scopes 1&2 within the next two years and throughout our supply chain by 2039.; ; We already consume only REGO backed renewable energy, our first renewable contract being put in place in 2017 and installation of solar panels on our owned buildings as well as EV schemes and gas replacement pilots. Our overall energy consumption has reduced by 7.5% in the first six months of 2023.; ; DCS is certified to ISO14001 (Environmental Management) and ISO50001 (Energy Management).; ; DCS sponsor the Girlguiding Rainbow Recycling badge encouraging green thinking within the 4-7 age group resulting in 10,594 badges being earned across the UK.; ; We have a strong relationship with a forward thinking ITAD partner and have introduced Environmental KPIs associated with equipment circularity into the Environment Policy.; We have a new Kelp Farm on the Isle of Mull which seeks to demonstrate the environmental, carbon sequestering, deacidifying and social benefits of the Sugar Kelp we grow on decommissioned salmon farms. ; Alongside our carbon reduction plans we are reviewing our other impacts such as waste stream, water usage and single use plastics.

  Tackling economic inequality

  Our Learning platform Daisy Grow supports people to further their careers, change direction and realise their ambitions. ; It’s also the conduit for training our staff ensuring our management maintains awareness of inequality, modern slavery and wellbeing amongst many other courses. ; DCS has also developed a Social Value Training programme to deliver courses to our staff, supplier employees, customer’s employees, and citizens to support the Social Value Model Themes. This programme is made available to Buyers through the GCloud Call Off contract.; It’s known as the Daisy Community Learning Portal and there are 150+ courses available to support the development of employment and life skills. ; These skills not only provide greater employment opportunities for their recipients; are less location dependant, and are more likely be required in jobs that have flexible working hours and role types.; ; Courses are organised into three general categories of:; • Career Development; • Health & Wellbeing; • Leadership & Management; ; This training programme is provided to customers and citizens as part of Social Value directly under G-Cloud Service Provision.; Daisy provide 10 x 30-day licences for the training programme for every £10,000 of contract value, The full range of courses will be available for citizens in need and can be accessed via any browser including smart phones, tablets, library and school computers.; We estimate that 50-100 hours of learning is achievable within the 30-day window.; Each user has a Learning Dashboard tracking their progress and certificates awarded for completion can be used in job seeking and career progression.; A dedicated Community Learning Portal SV (CLPSV) Licence Co-ordinator works within the Daisy Frameworks Team and will liaise with the Buyer to arrange access.; Daisy will report on the take up and usage and this will be reported back to the Buyer via the DCS Social Commitments Report

  Wellbeing

  Daisy from the very top down, is active in the promotion of health and wellbeing in the colleague environment. ; We promote a healthy and happy working environment for staff and to identify, prevent and alleviate work-related stress as far as possible. In each physical location we have Health and Wellbeing champions as local points of contact for health/wellbeing issues. ; They:-; Promote health/wellbeing within DCS ; Assist in health and wellbeing activities that are companywide.; Coordinate local health and wellbeing activities such as running clubs, lunchtime classes etc. ; Communicate regular feedback to the Health and Wellbeing team to allow internal communication of local/national events. ; Maintain health and safety company policy and legislation ; DCS communicates its messages in different formats, directly through the Champions, from senior management through videos and live presentations, through the intranet and the Daisy Grow Learning Platform. ; Our Health and Wellbeing Manager provides useful tips and initiatives to help maintain mental health in our stressful lives.; We have a business-wide team of 30 Mental Health first aiders. DCS employees have a number of schemes promoting health and wellbeing, there is in place an Employee Assistance Programme offering help to employees and their families when required. ; Daisy celebrates both International Women’s and Men’s days with a programme of inspiring events and talks including Suicide Awareness, Wellness, Careers and STEM partnerships.; Daisy have also developed a comprehensive Social Value Training programme to deliver courses to our staff, supplier employees, customer’s employees, and citizens to support the Social Value Model Themes. There are 500+ courses available including a wide range of courses to support Wellbeing. This training programme is used internally within Daisy, with our suppliers, and can also be provided to customers and citizens as part of Social Value directly delivered under G Cloud Service Provision.

Pricing

• Price: £12.50 to £145 a licence 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 publictenders@daisygroup.com. Tell them what format you need. It will help if you say what assistive technology you use.