IDOX SOFTWARE LTD

Engage Telephony (IVR)

Engage IVR is a managed inbound telephony service for public-sector organisations. It provides scripted DTMF call flows (menus, prompts and routing) and transfers calls to live agents. Idox manages configuration and minor changes, provides usage reporting, and offers simple usage-based pricing with annual commitments and optional minute-bundles.

Features

• Inbound public telephony entry point for citizen enquiries
• Configurable DTMF menus, prompts and routing rules
• Supplier-managed scripting and call flow configuration
• Transfer to live-agent queues or numbers provided by buyer
• Usage reporting for minutes, call volumes and trends
• Managed minor change requests within agreed annual allowance
• Optional pre-paid minute bundles for seasonal peaks
• Optional SMS follow-up with links to digital services
• Operational monitoring and incident management via service desk
• Clear exclusion: not a full-contact centre solution

Benefits

• Routes callers quickly to the right service or team
• Reduces waiting by minimising misroutes and repeat transfers
• Provides consistent messages during disruptions and peak demand
• Supports vulnerable residents who prefer phone access
• Enables smoother handoff to staff for complex enquiries
• Helps reduce avoidable contact by directing to self-service
• Maintains service continuity without replacing contact-centre platforms
• Supports predictable budgeting through annual commitment minutes
• Provides insight into demand trends to improve services
• Reduces operational overhead via supplier-managed configuration

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 bidteam@idoxgroup.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

825092938579803

Contact

Jen.roberts@idoxgroup.com
0333 011 1200
bidteam@idoxgroup.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Customer service
  • Contact centre
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Planned maintenance, causing downtime, is infrequent and communicated in advance. Maintenance windows are for low traffic periods. Engage IVR is a scripted DTMF service and is not a full contact-centre platform replacement. Configuration is supplier managed (no customer self-service). Call flows are delivered in line with an agreed script; minor change requests are limited to 12 per year. Major redesigns, new service lines or integrations are chargeable and quoted separately. Telephony usage is billed via an annual commitment and, where required, pre-paid minute bundles.
• System requirements:
  • Buyer provides transfer destinations (numbers/queues)
  • Buyer approves script, prompt wording and routing rules
  • SMS sender rules if SMS add-on used
  • Standard telephone network connectivity for citizens
  • Browser access to reports/portal (read-only)

User support

• Email or online ticketing support: Yes
• Support response times: Support requests can be logged via the Idox Customer Portal (24/7 logging available) and are triaged 09:00–17:00 UK time, Monday to Friday (excluding UK bank holidays). Target response and resolution times follow the agreed priority model in the SLA. Urgent (Priority 1) incidents can be logged out of hours via the Customer Portal in line with the SLA process.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: None - For users unable to use our web chat we recommend using our standard email or telephone support service.
• Onsite support: Yes, at extra cost
• Support levels: Priority 1 - High; Description: Business Critical – Total System Failure; ; Response Time: 1 working hour; Fix time: 8 working hours; ; Priority 2 - Medium; Description: An important or critical component of the system has failed causing partial failure of the system.; ; Response Time: 4 working hours; Fix time: 18 working hours; ; Priority 3 - Low; Description: Non serious – an isolated issue which does not fll into the categories listed above. Proposed resolution may include a workaround until the problem can be fully resolved. Resolution of minor requests and bugs may be included in a future release.; ; Response Time: 8 working hours; Fix time: 45 working hours; ; Charges are included in the annual system subscription charge.; A nominated account manager is provided alongside the technical support team.
• Support available to third parties: Yes
• AI chatbot: No

Onboarding and offboarding

• Getting started: Idox supports onboarding by agreeing the call flow design, scripts, routing destinations and operational processes. We configure the IVR in line with the approved script, support testing and sign-off, and provide guidance on how to request changes and interpret reporting. A named account contact supports go-live planning and the service desk supports operational support once live. Where required, Idox can provide remote training sessions and written guidance for administrators and service owners.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: At the end of contract, buyers can request usage reports and service record as part of a supported contract exit process.
• End-of-contract process: Idox supports the offboarding process including (where requested) data export and confirmation of service termination. It is the responsibility of the buyer to remove the web agent from their environment; Idox cannot do this on their behalf. Any off-boarding support included in the contract price is included as standard guidance and data export. If additional support or bespoke services, such as complex data migration, are chargeable. Service termination timelines and any data retention requirements are agreed during offboarding.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: For reporting interface only, which is mobile-device responsive.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Buyers access IVR reporting through the portal/reports provided by Idox. Reporting includes usage volumes and minutes, with service desk access via the customer portal for requests and incidents. Configuration changes are supplier-managed.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Full User Acceptance testing is available to clients, Web interfaces are tested for accessibility internally using automated tooling.
• API: Yes
• What users can and can't do using the API: API access is available for integration/reporting use-cases by agreement. It is not intended for end-user administration and does not provide self-service configuration.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Customisation is delivered by Idox based on buyer requirements. This includes call scripts, menu structure, routing rules, opening hours messaging and escalation destinations. Buyers provide content and approval; Idox implements and tests changes, before the buyer tests and approves. Buyers do not self-configure the IVR directly.

Scaling

• Independence of resources: Our Engage Platform is hosted within UK based regions that have load balancing and are auto scalable instances for any required demand.

Analytics

• Service usage metrics: Yes
• Metrics types: Engage provides usage metrics such as number of minutes (inbound/transferred), time in service, drop-off points and trend views over time. Metrics support service owners in identifying citizen demand patterns, routing issues and opportunities to improve containment and service information.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: All customer data collected on the services can exported to the client in the clients chosen format and encrypted. The data is also available on our analytics portal.; Where required and available, customer data can be loaded directly into client electronic forms.
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats:
  • PDF
  • Text
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • HTML
  • PDF
  • Docx
  • Text
  • Direct website data (scraping)

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: We have a comprehensive SLA guaranteeing 99% availability.
• Approach to resilience: Our Engage Platform is hosted within UK based regions that have load balancing and are auto scalable instances for any required demand.
• Outage reporting: Email

Identity and authentication

• User authentication needed: Yes
• User authentication: Multi-Factor Authentication (MFA)
• Access restrictions in management interfaces and support channels: User name and password, and two factor authentication, Multi-Factor Authentication (MFA)
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • 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: Between 1 month and 6 months
• How long system logs are stored for: Between 1 month and 6 months

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 recognise that information security important in the development and implementation of all systems delivered to our customers, to Idox as a corporate entity, and to our supply chain.; ; To ensure a consistent and effective approach, we operate an externally audited and certified, organisation wide Information Security Management System (ISMS) which implements and enforces controls on all business functions covering but not limited to information systems, networks, physical environment, incident/threat management, project and contract management and personnel management. ; ; Our systems and controls are also externally verified and certified annually as part of the ISO 27001 certification process. Risks raised through internal and external audits are reviewed at management meetings by the Information Security Manager, the appropriate Head of Business and a board representative.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Engage is built using Infrastructure as Code therefore infrastructure and software updates are both subject to our release pipeline and procedures. This approach ensures full tracking coverage for all major components of the service.; Code and built containers are scanned for potential security issues prior deployment to Production environment, this scan takes place per release. We also carry out code level scans on a weekly basis to identify newly discovered vulnerabilities and emerging threats on code level, this enables us to assess and fix vulnerabilities even when no standard release is scheduled.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: IDS/IPS and system monitoring in place, all patches are deployed in line with our patch management policy and in line with CE+/ISO27001 for example critical vulnerabilities must be patched in no more than 14 days. Additional information sources include but not limited to NCSC and other news letters.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Monitoring is carried out through manual and automated log reviews; we heavily rely on our IDS/IPS solution to discover and identify possible breaches, suspected incidents can also be reported by users. In case of a security incident we aim to investigate suspicious activity immediately during business hours and start our incident response procedure:; 1, Immediate Containment / Recovery; 2, Preliminary internal investigation; 3, Notification to affected customers and if required the ICO; 4, In depth internal review; 5, CAPA Procedure
• Incident management type: Supplier-defined controls
• Incident management approach: Predefined processes are detailed in our Incident Management Policy. Users can report incidents on three channels, Support Desk and via phone. Incident reports are provided via email to the affected user, other forms of reports are available upon request. If personal data suspected to be affected, and following an assessment it is determined that there will be risk to individuals, the incident is also reported to the ICO.
• Post-quantum cryptography secure: Yes

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 v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Citation ISO Certification Limited
• ISO/IEC 27001 accreditation date: Monday 27 May 2024
• What the ISO/IEC 27001 doesn’t cover: Our ISMS is certified and tested to ISO27001 standards annually and covers our entire organisation.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Citation ISO Certification Limited
• ISO 9001 accreditation date: Thursday 11 April 2024
• What the ISO 9001 doesn’t cover: Our ISMS is certified and tested to ISO9001standards annually and covers our entire organisation.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 5c6de739-c45d-4eee-916a-013a0c2ce8f7
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 26018f8f-da19-4856-8fd2-b719e0c21047
• Other security certifications: Yes
• Any other security certifications: ISO 22301

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce

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 bidteam@idoxgroup.com. Tell them what format you need. It will help if you say what assistive technology you use.