Clear Visual Communications Ltd

RingCentral Contact Centre

RingCentral Contact Centre (CCaaS) is an innovative cloud-based omnichannel platform. An ideal solution for organisations that need to increase customer satisfaction and improve agent performance. Integrating market-leading cloud contact centre, workforce optimisation, and unified communications solutions into a single suite to simplify management, allowing companies to deliver excellent customer engagement.

Features

• Skills-based omni-channel routing across voice, digital, social, chat, email interactions
• Powerful outbound dialler capabilities, advanced IVR with speech recognition
• Microsoft Teams certified contact centre (Nice CXone Agent for Teams)
• In depth reporting, dashboard and analytics, historical and real-time
• Powerful supervisor tools and dashboard and Customer surveys
• Workforce Management, Quality Management, Performance Management and analytics
• Prebuilt integrations to leading CRM including Salesforce, Microsoft Dynamics, ServiceNow
• RestFUL APIs to integrate with any backend custom system
• Blending AI and self-service
• Deep integration with RingCentral Office delivering exceptional CX & EX

Benefits

• A Gartner leader for Contact Centre as a Service (CCaaS)
• Simple user experience across all devices
• Fast and personalised customer service
• Increase agent productivity for significant cost savings and accelerated sales
• First contact resolution to improve customer satisfaction
• Seamless remote agent working and support for multi-site businesses
• Collaboration within and outside the contact centre
• Future proof solution that grows with your organisation
• High reliability, security, and flexibility - ISO 27001 certified

£7.99 to £154.99 a user a month

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at sales@clearvc.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

795127393266282

Contact

Rebecca McCartney
033 0088 3984
sales@clearvc.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: RingCentral Contact Centre is a standalone solution. However with many out of the box integrations and open APIs, RingCentral Contact Centre can be integrated with RingCentral Office or other telephony systems as well as with most businesses applications companies use on a daily basis such as SalesForce and others.
• Cloud deployment model: Public cloud
• Service constraints: RingCentral Contact Centre is a pure cloud solution and as such does not require any specific hardware.
• System requirements:
  • Internet access
  • Windows XP,Windows 7
  • Microsoft .NET Framework 4.0
  • Full. 2Ghz processor, 1GB RAM
  • Minimum 120 MB disk space

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Urgency Priority 1 Initial Response Time : All phone calls are answered on average less than 5 minutes Urgency Priority 2 Initial Response Time: All phone calls are answered on average less than 5 minutes Urgency Priority 3 Initial Response Time: All phone calls are answered on average less than 5 minutes. Web Cases:< 8 Hours Urgency Priority 4 Initial Response Time < 24 Hours
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• 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: None or don’t know
• How the web chat support is accessible: RingCentral allow users to provide text based responses within webchat but do provide the ability to send additional information via email.
• Web chat accessibility testing: N/A
• Onsite support: Yes, at extra cost
• Support levels: RingCentral packages include 24x7x365 support via phone, email and web chat. Our solution is fully cloud based and we offer comprehensive remote support. Should you required onsite support, our Professional Services team will work with you on the best solution.; ; Standard support is included with the price. ClearVC provide four levels of AV/ VC maintenance contract- Standard, Standard Plus, Premium and Premium Plus, with varying degrees of cover and price, depending upon the importance of the cover and need to have the system operational as fast as possible. Standard cover includes manufacturer warranty only, and our contracts are available in one, three or five-year terms. We also provide totally bespoke cover where a client has very specific needs and SLAs or where the equipment is of a highly technical nature. while Premium level support allows for engineer onsite and Premium Plus will provide engineer onsite within 24hours additional service is provided at an additional Cost
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: RingCentral provides both onsite and online training based on customers requirements and needs. We also provide a wide range of user documentation as well as an online user community.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: When the contract end, users will be able to extract their data. All customer data is destroyed upon account termination and all internal confidential material is shredded or put in locked shredding boxes when they are no longer needed or if the applicable defined retention period has expired.
• End-of-contract process: The contract includes a licence fee per user per month as well as Professional Services cost (one off payment). Based on customer's requirements and needs there might be additional hardware costs for headsets if required by the customer.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: RingCentral Contact Centre is a cloud based solution and is available anytime, anywhere. At RingCentral we highly value user experience and our solution has been recognised as one of the most intuitive in the market by several analysts. Agents are able to make and receive calls on their mobiles and supervisors can use an iPad to monitor the contact centre activities in real-time.; We provide a consistent experience across devices with a similar look and feel, navigation and functionalities. With RingCentral agents do not need to learn and relearn how to use the solution.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Moves, adds, changes, deletions (MACDs) can be made instantly through the administrator interface. RingCentral provides an administrator portal which allows a system administrator with the highest levels of access to control every aspect of the solution. There are no charges associated with the administrative portal or with making a change. The only costs are the subsequent charges for added services. RingCentral is also able to perform adds, moves, and changes on your behalf if desired at no cost.
• Accessibility standards: None or don’t know
• Description of accessibility: Users are able to log into the service interface using a web browser, the RingCentral web service interface supports standard web accessibility tools.
• Accessibility testing: N/A
• API: Yes
• What users can and can't do using the API: RingCentral and its partner inContact provide an open API platform for businesses to build communications capabilities in the business applications and systems of their choice.
• API documentation: Yes
• API documentation formats:
  • PDF
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: With RingCentral Contact Centre, users can fully customise their solution to meet their business processes, needs and goals. Together we will build a solution for your specific needs.

Scaling

• Independence of resources: The Contact Centre platform has been designed from the ground up with high availability and geo-redundancy in mind. As a cloud solution RingCentral is highly scalable and provides service availability of 99.99%.

Analytics

• Service usage metrics: Yes
• Metrics types: RingCentral Contact Centre provides a full range of metrics including real-time wallboards, pre-built reporting, custom reporting and also allow you to export data into the systems of you choice such as a BI tool in order to get more out of your data and fully align your contact centre solution with your business goals. Our analytics suite gives you full visibility into your contact centre and allow you to go as granular as you need in order to support informed decision making.
• 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: Ring Central

Staff security

• Staff security clearance: Other security clearance
• 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)
  • Other locations
• 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: Less than once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • 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: Users will be able to extract their data. All customer data is destroyed upon account termination and all internal confidential material is shredded or put in locked shredding boxes when they are no longer needed or if the applicable defined retention period has expired.; ; RingCentral Contact Centre users will be able to easily export their data from the online portal.
• Data export formats: CSV
• Data import formats: CSV

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 Contact Centre platform has been designed from the ground up with high availability and geo-redundancy in mind and provides 99.99% service uptime. We will share on financial compensation adjustments associated with underperformance upon request. All data is stored and processed in world-class datacentres highly secure running in an active-active configuration to provide business continuity in any situation.
• Approach to resilience: The Contact Centre platform's architecture has multiple levels of inter & intra redundancy built into it. It’s designed to run in an active/active mode and seamlessly switches to the available data centre in the event of any failure. Service failover is tested regularly during system maintenance windows
• Outage reporting: RingCentrals network operations center (NOC) operates 24/7/365 to ensure optimal system configuration and service availability. Our engineers continuously monitor countless systems, metrics, and alarms.; ; There are 5 internal alarm levels to ensure reliable operations (presented here from lowest to highest importance):; -Informational (take note, no direct action results); -Warning (watch and take action as needed); -Critical (immediately fix and/or escalate); -Service Outage (immediately fix and escalate); -Disaster (immediately fix and escalate through a live conference call regardless of day or time).; ; RingCentral customers are immediately notified of issues and outages affecting their service. Customers are also notified when the issue is resolved, what the issue was, and how it was resolved.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: RingCentral has complex password requirement to restrict access to its service. Upon entering wrong details, user's account will be locked.
• Access restriction testing frequency: Less than once a year
• Management access authentication:
  • 2-factor authentication
  • Username or password

Audit information for users

• Access to user activity audit information: You control when users can access audit information
• How long user audit data is stored for: Between 6 months and 12 months
• Access to supplier activity audit information: You control when users can access audit information
• How long supplier audit data is stored for: Between 6 months and 12 months
• How long system logs are stored for: Between 6 months and 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Coalfire ISO
• ISO/IEC 27001 accreditation date: 14/12/2020
• What the ISO/IEC 27001 doesn’t cover: This is RingCentrals Accreditation
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: Information upon request
• CSA STAR certification level: Level 3: CSA STAR Certification
• What the CSA STAR doesn’t cover: Information upon request
• PCI certification: Yes
• Who accredited the PCI DSS certification: Information upon request
• PCI DSS accreditation date: Information upon request
• What the PCI DSS doesn’t cover: Information upon request
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • HIPAA
  • TRUSTe Privacy Seal
  • Safe Harbour
  • CNI Compliant
  • GDPR

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: CSA CCM version 3.0
• Information security policies and processes: Security is important when you move your contact centre to the cloud. We are the only cloud contact centre solution with a Trust Office because we are committed to your data’s security. Our experts make sure your important data is safe, and your contact centre system is reliable and runs at top speed. We are committed to maintaining compliance standards in both customer privacy and where customer records and financial information are stored. It is understood that the necessary; security controls should flow through the entire system and we maintain every effort to do so. In addition to standard compliance policies put in place by the following designations, our company participates; in internal process reviews periodically throughout the year.; - PCI; - 404 SOX certification; - Safe Harbor; -HIPAA; -SOC2

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 RingCentral network and application perimeter is protected with firewalls and session border controllers. Administrative access requires authenticating through a production VPN gateway, then authenticating to local infrastructure systems. Technology layers include intrusion detection systems, system logs, and fraud analytics. Operational processes include system and service-level monitoring, system hardening, change management, and regular vulnerability scans.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: RingCentral uses Intrusion Detection Systems (IDS) to monitor network activity for suspicious traffic and attacks.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: We have NOC monitoring incidents 24x7. The security director is notified of the incident immediately. The required teams follow the approved information security incident response guide
• 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: We have NOC monitoring incidents 24x7. The security director is notified of the incident immediately. The required teams follow the approved information security incident response guide.

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: No

Social Value

• Fighting climate change:

  Fighting climate change

  Environmental impact; As a cloud-based product, RingCentral inherently makes connecting easier.; We believe printing documents and driving to meetings—and therefore; using non-renewable resources—can be a thing of the past by using our; technology. But our efforts go far beyond our product because sustainability is; ingrained in all of our operations. We want to make it easy for our employees; and business partners to have an impact on the environment. We offer; sustainable food options at all of our locations, as well as electric vehicle; charging stations and composting programs. We've also made significant; donations to conservation nonprofits over the past year.
• Covid-19 recovery:

  Covid-19 recovery

  RingCentral was eager to do what we do best in a time our world needed it most: empower work from anywhere. ; ; RingCentral has historically supported businesses and organizations to take their work to the next level: to break through the confines of their office space! Upcycle and recycle your old PBX, be more sustainable by reducing travel, and move into the cloud with RingCentral. We were honored that our tools were able to serve in this unique time of need—a devastating global pandemic.
• Tackling economic inequality:

  Tackling economic inequality

  Supporting underserved communities—together; RingCentral is all about being together. When the COVID-19 pandemic began,; we were able to seamlessly transition hundreds of nonprofits to the cloud; so they could continue their missions—uninterrupted. Since the beginning; of 2020, over 900 nonprofits have benefited from RingCentral technology; free of charge! We’ve also been able to engage with nonprofits on our blog by; sharing tips, ideas, and resources to keep nonprofits—and their communities—; engaged. Read more about our free services and COVID-19 offer here.
• Equal opportunity:

  Equal opportunity

  Investing in diversity; At RingCentral, we believe in bringing your whole self to work because we; recognize that our people are truly our greatest asset. That's why we've; doubled down on our efforts to impact our global communities—it's now more; important than ever to invest in diversity, equity, inclusion, and belonging for; every single RingCentral family member. We see these efforts as imperative,; not only to sustain our business model but also to move the needle on; incredible social movements such as Black Lives Matter. To that measure,; we’ve built several Employee Resource Groups here at RingCentral, with more; in the pipeline to support microcultures for our dynamic workforce

Pricing

• Price: £7.99 to £154.99 a user a month
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at sales@clearvc.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.