Wavenet

Wavenet Calabrio: Workforce Engagement Management

Cloud workforce engagement management support call and screen recording, quality management, speech analytics, workforce management, CCaaS & CRM integration, gamification and advisor app.

Features

• Call recording
• Screen recording
• Speech analytics
• Workforce Management
• API CRM & CCaaS integration
• API integration into HR & Payment systems
• Gamification
• Easy to use self-service administration

Benefits

• Improved advisor engagement
• Forecasting Demand
• Staff scheduling
• Reduced operational costs
• Open standards for system agnostic integration
• Automation of manual team management/ admin tasks
• Supporting GDPR compliance
• Improved work-life balance
• Personalised training
• Automation of Quality Assurance tasks

£7.02 to £97.50 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

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 publicsector@wavenet.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

763621201486915

Contact

Joe Ewins
0333 234 0011
publicsector@wavenet.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: Yes, Calabrio can be extended onto any Wavenet contact centre solution.
• Cloud deployment model:
  • Public cloud
  • Private 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 used 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: Tickets are categorised according to their impact (P1-P4) as defined in the service level agreement please see terms and conditions Categories are. P1 : P2 : P3 : P4 :
• 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: Standard and bespoke support levels are available (for instance, 9-5 Mon-Fri, 7-7 Mon-Sun, 24/7/365). Costs are agreed as part of the overall services package. Technical support is provided by the dedicated, UK-based NOC
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Training for Calabrio WEM is built into the PRINCE2 Managed Project Deployment Process and cascades through a high, medium- and low-level gates based on the understanding of traditional workforce engagement management technologies and core stakeholder roles. This starts at the kick off meeting where a high-level demo will be supplied to all stakeholders deemed relevant to join.; Medium-level training is available from the delivery of the Calabrio partition with all stakeholders having access to online training documents. This includes courses for agents, supervisors, and system admins. Before UAT stakeholders will receive dedicated classroom-based training to support a low-level understanding of the solution. This will be aimed at supervisors and system admins. This will provide an understanding of the following:; - Workforce Management; - Call and Screen Recording ; - Quality Management; - Speech Analytics; Wavenet seeks to empower customers to become experts within their own solution so as to take maximum advantage of the benefits of the solution and workforce engagement management benefits it can provide.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: There are several different options available to customers for extracting data at the end of the contract. Most customers will regularly extract data using Calabrio data management.
• End-of-contract process: This varies based on the contract. Services can be decommissioned as part of the agreement, and there may be additional costs involved in decommissioning or transferring to other systems subject to the pre-agreed exit provisions.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The mobile app is for advisors to book, swap shifts, book holiday and access their schedules. It does not support admin features, admin features are accessed via the admin application.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Service Interfaces available across desktop and mobile device are intuitive and user friendly. The desktop service is used by administrators and includes forecasting and scheduling functions. All agent based interaction is via web based interfaces as well as other functions such as intraday management, real time adherence and team leader tools. This functionality is common across desktop or mobile browsers, display scales with some change to display for mobile devices.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Not known
• API: Yes
• What users can and can't do using the API: The API functions are comprehensive. Many user, schedule and forecast based actions can be executed using the API. It is the main interface for integrations with 3rd party applications including HR, Payroll and third party CCaaS and CRM solutions.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Calabrio is a user rights based platform. Admins can extend or retract functions and features across advisors, supervisors, admin and reporting user classes. System admins can also manage, edit and ammend schedules and forecasts, as well as score cards and key words in quality management and analytics. This ensure users can tailor the Calabrio solution to their exact requirement.

Scaling

• Independence of resources: Segregation of customers in their own Azure instance of Calabrio or a CPE hosted deployment of Calabrio hosted by Wavenet or in the customer data centre.

Analytics

• Service usage metrics: Yes
• Metrics types: Fully flexible historical reporting across multiple channels, with notification alerts on service performance, trend analytics and service levels. Recording and Screen Recording capabilities with transcription and speech analytics alongside scorecards and associated reporting. Wavenet also report on Max agents used month as wella s 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: 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
• 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: There are several different options available to customers for extracting data at the end of the contract. Most customers will regularly extract data using Calabrio data management.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Word
  • PDF
  • Excel
• 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 can ensure that all external entry points to network segments containing the customer’s data have restricted access controls in place and include 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.

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 Microsoft Azure which provides a true cloud appraoc to resilience. This includes nuilt-in-high availability subsystems that protect data-bases from failures in an indivuual data centre. At one one times at least 4 data-bases are maintained as the solution is deployed in clusters. This ensures that a back-up is stored within one DC but the data-base is replicated in a secondary DC.
• Outage reporting: Wavenet and Calabrio will notify any service outages to customers upon detection via email and/or phone.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Public key authentication (including by TLS client certificate)
  • 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: At least once a year
• 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 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: URS
• ISO/IEC 27001 accreditation date: June 2023
• What the ISO/IEC 27001 doesn’t cover: A10.1.2 (we do not create encryption keys)
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications: Crest certified (January 2024)

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: Wavenet is an ISO27001 certified company and we adhear to the standard, we are audited on this standard annually, Wavenet is also a CE+ certified company

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Wavenet conform to ISO2000
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Wavenet conform to and follow the NIST standard and ISO27002
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We have continual monitoring with EDR solution feeding into a SIEM that is monitored 24/7 that is monitored by SOC
• Incident management type: Supplier-defined controls
• Incident management approach: Wavenet is ISO27001 certified and we follow the playbook as part of our certification.

Secure development

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

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  At Wavenet we recognise that we are accountable to more than just our shareholders. As a large business with a significant workforce and offices nationwide, we are working hard to incorporate considerations around sustainability into every business process, reducing our impact on the world around us. ; ; We understand our responsibility to society and the environment. Achieving the Ecovadis Gold certification validates our comprehensive approach spanning environmental concerns, ethical business practices, human rights, and sustainable procurement. Our journey towards Ecovadis Platinum by 2024 underscores our ongoing commitment to progress.; ; Innovation at Wavenet is synonymous with sustainability. Our product portfolio prioritises eco-conscious solutions, empowering customers to embrace sustainable technologies. Whether it's our hardware-free hosted voice systems or energy-efficient cloud computing solutions, we facilitate choices that minimise environmental impact and enhance operational efficiency. Our stringent processes ensure sustainability throughout the product lifecycle, from ethical sourcing practices to responsible disposal of legacy equipment in compliance with UK regulations.; ; People and processes are pivotal in our sustainability mission. Through a formal Carbon Reduction Plan, we rigorously monitor and mitigate our environmental footprint, engaging our workforce in initiatives aimed at conserving natural resources. Despite pandemic-induced reductions in business travel, we remain committed to sustainable mobility solutions. Our transition to hybrid and electric vehicles, coupled with employee incentives like the electric car scheme and Cycle to Work program, reflects our dedication to greener commuting alternatives.; ; Crucially, sustainability isn't just a top-down directive; it's ingrained in our corporate culture. Our workforce actively participates in planning and executing sustainability initiatives, with dedicated champions driving eco-friendly practices both in our offices and beyond. From recycling initiatives to lifestyle changes promoting environmental consciousness, our employees play a pivotal role in fostering a sustainable future, both within Wavenet and in their communities.

  Covid-19 recovery

  In the wake of the UK's exit from lockdown restrictions, Wavenet initiated a more flexible approach to workplace dynamics. Departing from the conventional mandate of requiring colleagues to be physically present in the office five days a week, the company encouraged a shift towards a hybrid model. Initially, colleagues were urged to return to the office for two days weekly, a measure subsequently extended to three days. This adjustment has yielded numerous benefits, notably fostering enhanced collaboration and bolstering team cohesion.; ; Acknowledging the concerns of colleagues hesitant to resume office attendance, Wavenet proactively conducted welfare meetings with them. These discussions served to elucidate individual apprehensions and collaboratively devise strategies to facilitate a smooth transition back to the office environment.; ; The employment environment has changed as the company has adopted a more flexible working style, with employees spending less hours in the office each week. This adjustment has reduced office congestion, making it easier to follow health-related social distancing guidelines. With fewer people in the workspace at once, colleagues may keep safe distances, reducing the risks of close contact. While new recruits are contractually designated the office as their permanent place of work, they are expected, in practice, to be physically present for a maximum of three days per week.; ; In response to the challenges precipitated by the COVID-19 pandemic, Wavenet has expanded its benefits package. Notably, the introduction of an Employee Assistance Programme underscores the company's commitment to supporting the holistic well-being of its workforce. Furthermore, recognising the importance of nurturing emerging talent and contributing to community development, Wavenet has embarked on an initiative to onboard apprentices. This endeavour not only fuels the company's growth trajectory but also offers invaluable work experience and formal qualifications to aspiring individuals seeking entry into the job market.

  Tackling economic inequality

  Wavenet's commitment to economic equality and social responsibility was solidified in 2023 when we became a Living Wage Employer, guaranteeing all employees a wage that aligns with the actual cost of living in the UK. This dedication was reaffirmed in May 2024 when the company implemented a 10% increase in line with rising living costs.; ; The Living Wage Foundation's meticulous methodology is the bedrock of our fair wage practices. Each year, they rigorously compute the cost of a standard shopping basket, encompassing essentials like groceries, energy bills, childcare, and transportation. This thorough analysis enables them to determine the actual cost of living, guiding Living Wage Employers like Wavenet in setting appropriate pay rates for our employees.; ; As advocates for the Living Wage movement, Wavenet and the Living Wage Foundation empower individuals and families to break free from poverty cycles and flourish with dignity. This partnership not only champions fair compensation but also encourages other businesses to adopt equitable wage practices, fostering community upliftment.; ; Recognising the importance of nurturing talent, Wavenet has welcomed apprentices into its ranks, providing opportunities for young individuals struggling to find their career paths. Emphasising workplace diversity, the company acknowledges the role of varied perspectives in driving growth and prosperity. With core values centred on innovation, change embracement, diversity appreciation, and social and environmental responsibility, Wavenet collaborates with clients across sectors, both large and small, to innovate products and enhancements that spur growth opportunities.; ; By prioritising fair compensation, talent development, and diversity, Wavenet not only upholds its values but also enhances employee motivation, productivity, and societal equity. This holistic approach underscores the company's commitment to fostering a fair and thriving workplace environment while actively contributing to broader social and economic betterment.

  Equal opportunity

  Wavenet proudly upholds the principles of equal opportunity employment, actively encouraging individuals from diverse backgrounds to apply for positions within the company. Embracing inclusivity, we provide support to colleagues with disabilities and long-term health issues, fostering an environment where every individual feels valued and empowered to contribute their unique perspectives and talents.; ; Internal progression is a cornerstone of our organisational culture, as evidenced by our practice of advertising vacant roles internally and providing comprehensive support for colleagues' career development endeavours. We prioritise the advancement of our workforce by funding qualifications and offering tailored training programs aimed at enhancing skills and competencies.; ; As champions for equitable compensation, Wavenet pays all employees the real living wage, above the government-mandated minimum wage, to help them afford rising costs. Our true living wage employer certification shows our commitment to economic fairness and employee well-being.; ; With a workforce exceeding 950 individuals, Wavenet is obligated to report and publish our annual gender pay gap, a responsibility we take seriously. Over the past year, concerted efforts have resulted in a marginal reduction of the gender pay gap, reflecting our ongoing commitment to fostering gender equality within the workplace.; ; Prior to commencing employment, Wavenet diligently verifies that all prospective staff are legally entitled to work in the United Kingdom, adhering to regulatory requirements and ethical standards. Our policies and procedures are meticulously crafted to ensure a non-discriminatory and respectful working environment, where every employee feels valued and safe to voice concerns without fear of reprisal.; ; Embedded within our organizational ethos is a steadfast commitment to ethical conduct and integrity, as outlined in the The Wavenet Code of Conduct. This commitment extends to interactions with employees, partners, and customers alike, reinforcing our dedication to upholding the highest standards of professionalism and ethical behaviour in all facets of our operations.

  Wellbeing

  At Wavenet, the wellbeing of our colleagues is at the heart of everything we do. We're committed to providing a supportive environment where every team member can thrive both personally and professionally. Our comprehensive range of employee benefits and schemes reflects this dedication to nurturing a holistic sense of wellbeing.; ; One of the cornerstones of our approach is ensuring access to top-tier healthcare through our private medical care program. This ensures that our employees and their families have access to prompt medical attention whenever needed. Additionally, our life assurance coverage offers peace of mind, providing financial security to our team members and their loved ones.; ; We understand the importance of work-life balance, which is why we offer a holiday buying scheme. This empowers our employees to tailor their time off to suit their individual needs, enabling them to recharge and return to work refreshed. Our cycle to work scheme not only promotes physical activity but also supports eco-friendly commuting options, contributing to personal and environmental wellbeing simultaneously.; ; In alignment with our commitment to sustainability, we've implemented an electric car scheme to incentivise the adoption of greener transportation alternatives, reducing emissions and supporting environmentally conscious choices.; ; Mental health support is paramount, which is why we've established an employee assistance programme. This confidential counselling service provides resources to navigate personal and professional challenges, ensuring that our team members feel supported and valued.; ; Furthermore, we've trained Mental Health First Responders in each office. These individuals are equipped to offer immediate support and guidance to colleagues in times of need, ensuring that mental health remains a priority throughout our organisation.; ; We also provide fresh fruit in each office, promoting wellbeing through healthy eating habits. Additionally, we welcome dogs into the office every Friday, recognising the positive impact they have on morale and stress relief.

Pricing

• Price: £7.02 to £97.50 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

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