Civica UK Limited

Cirrus Cloud Omni Contact Centre Service (CCaaS) from Civica

Civica's Cirrus Cloud Omni Contact Centre (CCaaS) service provides an enterprise class, hosted solution on a pay-as-you-use basis that delivers a comprehensive virtual contact centre application capability. Services include omni (voice, email, messaging, social, chatbot and video), Microsoft Teams Integration, workforce optimisation (WFM), speech recognition/analytics, translation, call recording and more.

Features

• Full Omni - Voice, Email, SMS, Webchat, Social Media, Video
• Microsoft Teams comatible and integrated Contact Centre
• Custom built CCaaS take only the modules you want
• Conversation AI - Integrate Chatbot to your CRM
• PCI DSS compliant credit card processing
• Speech Analytics
• Screen pop and other integration to your CRM
• Speech Recognition IVR
• Realtime and Historic reporting
• Historic call log and ability to listen to call recordings

Benefits

• All customer communication channels in one place - reduced burden
• Flexible PAYU model - reducing total cost of ownership (TCO)
• Be fully PCI compliant for your payment services
• Cloud based agents can work anywhere - promoting flexible working
• Fully customisable / scalable
• Significantly improved customer experience and service levels
• Truly Cloud based - future proof service, access improvements instantly
• Integration with CRM platforms - single view of customer data
• Instant Business Continuity and Disaster Recovery
• Works seamlessly with any PBX including MS Teams

£70.00 a licence a month

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  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 g-cloud@civica.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

759536311235093

Contact

Civica UK Limited
+44 (0) 3333 214 914
g-cloud@civica.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: Modular build allows to be used as a stand alone service or an overlay of existing contact centre/PBX e.g. only requirement might be for PCI DSS compliant payments, this can be deployed stand alone
• Cloud deployment model: Private cloud
• Service constraints: No
• System requirements:
  • Internet connection
  • Browser

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Level 1: response within 2 working hours; resolution within 1 working day -; Level 2: response within 2 working hours; resolution within 5 working days -; Level 3: response within 2 working hours; resolution within 30 working days -; Level 4: response within 2 working hours; resolution within 60 working days -; Level 5: target response & resolution to be mutually agreed.
• 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: Comprehensive support is offered as standard including incident & problem management, software fixes, updates & ongoing support. Services are managed in line with ITIL-based policy, including response times, defect resolution, updates & change controls. The standard offering includes:; ; -Portal: available 24x7x365 for logging & tracking requests & incidents, providing self-diagnosis tools & FAQs; -Telephone: The Service Centre can be contacted directly during support hours ; -Email: requests/incidents are logged 24x7x365 and actioned during support hours.; ; A full help desk service is provided during business hours. Standard support services are 08:00-18:00, Monday to Friday for functional issues, with the exception of public holidays. Service levels will be agreed as part of the pre-contract process. ; ; Each customer will be assigned an account manager
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide a fully managed implementation service designed to migrate customers from legacy solutions to Cirrus. We have a unique training and knowledge transfer process, '30, 60, 90'. You can find more details in our Service Definition document accompanying this listing.
• Service documentation: Yes
• Documentation formats: 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 size 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 call 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:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Some modules not designed to work on mobile devices although calls are able to be taken on mobile
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Full self-service management portal, allowing users to set up and control their services in real time
• Accessibility standards: WCAG 2.1 AAA
• Accessibility testing: Cirrus has a number of existing customers with users who require assistive technology
• API: Yes
• What users can and can't do using the API: The API suite offers customers a broad range of integration and process automation options. The API is designed to allow rapid deployment of services. The APIs can be set up via the Cirrus portal, with a intuitive GUI interface which allows customers to self manage the setup and change of integrations using our APIs. Gamma's Cirrus Cloud Contact Centre has a common language (RESTful) and open API policy, where users proficient in URL-based HTTP APIs can interoperate across all our pre-written APIs. These enable multiple functions, for integration, for example data workflows, UI enhancements and UI automation. Multiple APIs can be used to deliver complex requirements. The APIs can be set up via the Cirrus portal, with an intuitive GUI interface which allows customers to self-manage the setup and change of integrations using our APIs.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Users are able to customise the solution to meet their requirements, be it the call flow or reporting to the users desktop each user is able to customise their own experience.

Scaling

• Independence of resources: Capacity is managed and customers are prevented from consuming an onerous amount of resource.

Analytics

• Service usage metrics: Yes
• Metrics types: Volumes of calls, by date/time of day -; Calls by dialled number/caller's number, business unit and cost centre -; Agent activity and productivity -; SLA / Grade of service -; Concurrent channel usage -; Collected data reports -; Detailed user journey mapping and outcomes -; Error logging
• Reporting types:
  • API access
  • Real-time dashboards

Resellers

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

Staff security

• Staff security clearance: Staff screening not performed
• 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: 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
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: Bonded fibre optic connections
• Data protection within supplier network: Other
• Other protection within supplier network: Data is transited between data centres via private Ethernet backbone links.

Availability and resilience

• Guaranteed availability: 99.999%. We have a service level agreement in place and a service credit regime in the event that we do mot meet or surpass or uptime metrics. You can find details of this in the Service Definition document accompanying this listing.
• Approach to resilience: We have described our cloud architecture and how we set it up to achieve maximum resiliency for all of our customers in the Service Definition document accompanying this listing.
• Outage reporting: Dashboards, Email, SMS and Voice IVR alerts where the circumstance require.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Username or password
• Access restriction testing frequency: At least every 6 months
• Management access authentication: 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: QMS International Ltd
• ISO/IEC 27001 accreditation date: 21/01/2020
• What the ISO/IEC 27001 doesn’t cover: Cirrus has implemented the following in relation to ISO27001:; 1. Understanding business information security requirements and the need to establish policy and objectives for information security; 2. Implementing and operating controls in the context of managing the Company’s overall business risk; 3. Monitoring and reviewing the performance and effectiveness of the ISMS; 4. Continual improvement based on objective measures; 5. Communicate throughout the Company the importance of meeting all relevant statutory and regulatory requirements specifically related to its business activities; 6. Ensuring that adequate resources are determined and provided to monitor and maintain the ISMS.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Nettitude Ltd
• PCI DSS accreditation date: 07/05/2019
• What the PCI DSS doesn’t cover: The following high-level controls are specified by the PCI DSS; responsibility is shown for each control within the Cirrus platform (Cirrus or Customer):; ; 1. Install and maintain a firewall configuration to protect cardholder data. Responsibility: Cirrus ; 2. Do not use vendor-supplied defaults for system passwords and other security parameters. Responsibility: Cirrus ; 3. Protect stored cardholder data. Responsibility: Cirrus (note: Cirrus does not store cardholder data within its platform) ; 4. Encrypt transmission of cardholder data across open, public networks. Responsibility: Cirrus ; 5. Protect all systems against malware and regularly update antivirus software or programs. Responsibility: Cirrus ; 6. Develop and maintain secure systems and applications. Responsibility: Customer and Cirrus Note: If the customer has developed their own software applications which are part of their PCI scope then it is their responsibility. ; 7. Restrict access to cardholder data by business need to know. Responsibility: Cirrus ; 8. Identify and authenticate access to system components. Responsibility: Cirrus ; 9. Restrict physical access to cardholder data. Responsibility: Cirrus ; 10. Track and monitor all access to network resources and cardholder data. Responsibility: Cirrus ; 11. Regularly test security systems and processes. Responsibility: Cirrus ; 12. Maintain a policy that addresses Information Security for all personnel. ; ; Responsibility: Cirrus and Customer.
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • Cyber Essentials Plus
  • ISO 22301

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 ISO 27001 accredited and we have information security policies and processes in place across the organisation. Our reporting structure is as follows; 1. The Directors have approved all processes and policies 2. Overall responsibility for Information Security rests with the ISMS Manager 3. 5. All employees or agents acting on the Company’s behalf have a duty to safeguard assets, including locations, hardware, software, systems or information, in their care and to report any suspected breach in security without delay, direct to the Operations Director and/or the ISMS Manager.

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: The Cirrus network is monitored by Zabbix and PRTG software which collects various statistics from servers, applications, and devices. • External vulnerability scans (frequency) Quarterly • Internal vulnerability scans Yes • External Penetration Test (frequency) Quarterly. Penetration testing is conducted on the network perimeter and infrastructure, and websites used to host, process or transmit client Data. • Internal Penetration Test Yes Our database is monitored and reviewed to determine required security related patches. We use an industry accredited Anti-Virus, updates are minimum once daily.
• 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. 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: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: Civica have developed an Incident Management process (PRM07) under ISO 20000 standards which details both the Incident and Service Request Management processes. ; The Civica Service Desk manages end user Service Requests, Incidents and Requests for Change (RFCs) which can be logged by e-mail, telephone and web portal. ; Monthly customer reports will detail incident information.

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: Yes
• Connected networks: NHS Network (N3)

Social Value

• Fighting climate change:

  Fighting climate change

  Civica’s Environment and Social Governance team provides clear focus for the ongoing development and implementation of our environmental policy, which is supported by our ISO 14001 environmental standard. We are committed to working with our staff, customers, suppliers and partners to recognise and reduce the impact we all have on the environment. This goes hand-in-hand with optimising our services to support environmental and community initiatives.; ; Through the delivery our services, we support fighting climate change by:; - Helping employees improve their own environmental footprint at work. Initiatives include: environmental policy training; Single use plastic reduction; electric vehicle salary sacrifice; cycle to work scheme; solar panel and LED lighting installation; tree planting scheme, offsetting carbon emissions. We also encourage and advise employees on positive activity at home and in their personal lives.; - Working with suppliers to deliver environmentally sound processes and incorporate sustainable criteria into product/service specifications.; - Operating socially responsible purchasing, considering sustainable procurement, environmental and social effects and reduced consumption. ; - Selecting suppliers, goods and services that demonstrate environmentally sustainable, socially responsible and ethically sound standards.; - Leading by example/raising awareness with customers via activities such as: reducing our single use plastic consumption by 70% within the next 5 years; prioritising use of green energy in our facilities; promoting recycling through our ‘Zero to Landfill’ and ‘Zero Print’ schemes; working towards carbon neutrality with workforces and facilities to reduce carbon consumption over the next 10-years.; - Working with customers to develop innovative software-based services that reduce property/power requirements.; - Meeting/exceeding environmental legislation through ISO audits.; ; We have a Carbon Reduction Plan in place and a commitment to achieve Net Zero by 2040 at the latest. We are reviewing our energy mix and the materials we use, and working with partners to plant a Civica Forest.
• Covid-19 recovery:

  Covid-19 recovery

  In the spring of 2020, Civica were an early signatory to the C-19 Business Pledge. We focused on safeguarding our people and communities and ensuring the successful ongoing provision of our business-critical software and services.; ; Supporting customers: Alongside business as usual for our customers, we have worked hard to support the national and local level response through practical, innovative and updated software capability. We have delivered a range of new capabilities quickly, such as those listed below, and continue to provide system advice, configuration and data insights to ensure effective action. ; - COVID-19 App (the first of its kind in the UK and Ireland) was developed and launched with the Northern Ireland Department of Health, and helped reduce the pressure on the 111 helpline.; - Developed local track and trace solution for London Borough of Redbridge, enabling it to support localised contact tracing/escalations.; - Community Helper software - built on the iCasework platform to help local authorities co-ordinate rapid support for vulnerable people while minimising safeguarding risks.; - Our Trac e-recruitment software was used to help NHS recruiters get the right candidates into posts quickly and fast-track DBS checks.; - Supporting social housing tenants - assisted teams to re-focus resources and provide vital support to tenants.; - Supporting Revenues and Benefits teams - software solutions for the two largest UK government measures, Business Rates Grant fund and the Council Tax Hardship fund. ; ; Supporting employees: We proactively provide guidance and support for our people, from keeping remote workers engaged, to our mental health champions and free-to-access Employee Assistance programme. We have adopted a blended working model enabling colleagues to work safely and flexibly at various locations and hub offices, enhanced how we communicate, and continue to look for new ways to share ideas and inspiration.
• Tackling economic inequality:

  Tackling economic inequality

  Create opportunities for entrepreneurship and help organisations to grow:; Civica is committed to working with its customers to deliver value into the community by supporting young people, developing skills and mentoring businesses to attract inward investment and growth that brings with it employment and skills.; ; We support innovation through our NorthStar innovation lab, a company-wide initiative focused on enhanced client outcomes by applying fresh ideas on data, automation and new technologies. We work with our customers to co-create public services that are fit for today and for the future. Our Civica NorthStar innovation lab creates physical and virtual opportunities for us to jointly explore trends and technologies.; ; Create employment and training opportunities:; Civica is a member of the 5% Club, and aims to have 5% of its UK work force as either apprentices, graduates or work experience students by the end of 2025. We employ apprentices and graduates into a number of different disciplines and locations, with a focus on ensuring they are long term employees of Civica.; ; Support educational attainment:; Learning and development is at the core of the Civica Quality Management Framework. We believe in investing in our people and are proud of our Investors in People Gold accreditation and in being a top rated Glassdoor Employer.; ; We run our own Civica Academy for employee development and skills enhancement, which delivered over 220,000 hours of training during 2021. We provide our own apprenticeship programme (team leader level 3) for our aspiring and current managers that are considered stars of the future.; ; We are working on building some new apprenticeship standards such as the UX degree apprenticeship. This will benefit not only Civica’s Digital Team but all companies and customers that need UX talent.
• Equal opportunity:

  Equal opportunity

  Civica is a 2022 Financial Times Diversity Leader and is ‘Gold’ Investors in People accredited, demonstrating our commitment to promoting equal opportunity by tackling inequality in employment, skills and pay in our workforce. We proactively implement equal opportunities for employment and personal development among diverse groups and local areas, and ensure rights for all staff are always protected. This is led by our Group Diversity and Inclusion (D&I) team, championed by our CEO who is also our Chief Diversity Sponsor. The strategy and policy manages:; - Interview training, focusing on unconscious bias/equal opportunity.; - Anonymising CVs and ensuring interview panels represent minority groups.; - Using a decoder to ensure job advertisements use gender and culturally neutral language.; - Attracting/recruiting from minority backgrounds/disadvantaged groups across the organisation, especially into under-represented areas.; - Advertising vacancies in a wide variety of places and diversity/disability portals (including; BME jobs, Disability jobs and LGBT job sites), to increase gender diversity and ethnicity.; - Company-wide Diversity & Inclusion network, including affinity groups relating to under-represented groups.; - Mandatory Diversity & Inclusion training for all staff. ; - Pay equity reviews addressing inequality and UK gender pay gap.; - Flexible Working to encourage higher uptake for women, working parents and disabled groups.; - Partner with a social innovator company to help recruit and support employees with Autism Spectrum Disorder.; ; We gather and analyse data on our performance from regular surveys such as ENPS, IIP, Pulse survey, employee engagement surveys.; ; Our D&I team monitor the take-up, use and effectiveness of our measures, such as the number of new recruits from minority backgrounds, women, parents and diverse groups, and provide statistics for our Annual Review on performance against targets. For example, we report on the number of people attending training sessions and the split of male to female attendees.
• Wellbeing:

  Wellbeing

  Civica actively promote a mentally healthy workplace and workforce through our 40+ Mental Health Champions (MHC) and our ‘Health and Wellbeing’ policy, encouraging a flexible and realistic work/life balance. We integrate mental health and general wellbeing in all that we do from recruitment and ‘First Impressions’ to appraisals and strategic management.; ; Our ‘Health and Wellbeing’ policy and programme for all employees provide a foundation to support both the mental and physical health of our staff. Examples include:; - Employee Assistance Programme and online Wellbeing Hub, which provides 24/7 access to websites, e-mail, phone and face-to-face counselling on all personal issues.; - Aviva DigiCare+ Workplace App providing external mental health consultancy.; - Mental Health Champions who support colleagues’ wellbeing in the workplace.; - RedArc Personal nurse service.; - Management Coaching - managers are trained in GROW (Goals, Reality, Options and Will) and in being Health and Wellbeing Advisors, supporting employees with mental/physical health needs.; - Health assessments/advice aimed at improving physical health.; - Cycle to Work scheme to aid physical and mental health.; - Weekly fruit drop for offices, encouraging a healthier diet.; - We provide free eye tests for all VDU users, encourage staff to take advantage of NHS flu vaccinations services, and support people wishing to use the NHS Stop Smoking Service.; ; We also support our customers’ and communities’ physical and mental wellbeing through: Employee ‘Donate-a-Day’ to local charities; Local events organised through “Charity Champions”; Directors providing guidance to local community health and wellbeing projects; Supporting social housing tenants to re-focus resources and provide vital support to tenants.; ; Suppliers/subcontractors are subject to Civica’s Sub-contractor Selection Process as defined in our ISO9001 Quality Management System, which includes criteria for assessing health and wellbeing policies and their promotion.

Pricing

• Price: £70.00 a licence a month
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  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 g-cloud@civica.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.