BRIGHT CLOUD LTD

Cisco Webex Contact Centre

Cisco Webex Contact Center (WxCC) is a native cloud, omni-channel platform with standard and premium variations, and a number of options for additional integrated features. The adoption of this platform, when coupled with BrightCloud Group’s contact-centre specific expertise, means it’s even simpler to take your contact-centre portfolio to the cloud.

Features

• Secure, agile, flexible, scalable global subscription-based cloud contact-centre
• Multichannel/Omnichannel: Voice, Chat, Email, Social, Outbound
• Artificial Intelligence (AI), Virtual Assistant, Chatbot, voicebot, deep/machine learning
• ACD, IVR, Queuing, skill-based routing, post-call CSAT surveys
• Workforce Optimisation: Workforce Management (WFM), Quality Management, Call/Screen Recording
• Wrap-up codes, phonebooks, Callback,realtime/historical reporting, dashboards/wallboards
• Agent Anywhere: Web-based remote/home working agents, or onsite
• REST API library and custom widgets
• Hybrid Options: Local Gateway, Any PBX, utilise existing PSTN connectivity
• CRM Integrations: Off-the-shelf (Salesforce, Dynamics 365), inhouse/custom

Benefits

• Customer Experience predictive analytics: NPS, CSAT and CES KPIs tracked
• Connect 3rdparty tools, eg. PowerBI, with built-in API libraries
• Flexible subscription model that can flex up/down with demand
• Additional features available: Speech Analytics, Knowledge base
• MS Teams with Direct Routing as agent's end-point device
• Forecast, schedule and monitor your team with realtime adherence reports
• Full cloud or hybrid solution utilising existing PBX environment
• Social Media Channels, including SMS & Facebook with AI chatbot
• Integrate with Salesforce, Dynamics 365, ServiceNow, ZenDesk with screen pop
• Integration with PCI DSS Compliant payment solutions available

£0 a user a month

• Education pricing available
• Free trial available

Service documents

• Pricing document

  ODT

• Skills Framework for the Information Age rate card

  ODT

• Service definition document

  ODT

• Terms and conditions

  ODT

• Modern Slavery statement

  ODT

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 a.morrison@brightcloudgroup.global. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

859180604769302

Contact

Alex Morrison
0207 127 6952
a.morrison@brightcloudgroup.global

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: BCSquared is the BrightCloud Cloud. This is the BrightCloud service provisioning platform for the cloud, with unified communications and contact centre features powered by Cisco Webex, customer experience applications, PSTN connectivity and managed services delivered by BrightCloud. The BCSquared offering also provides Recording, QM, WFM, Knowledge Base & Wallboards.
• Cloud deployment model:
  • Public cloud
  • Hybrid cloud
• Service constraints: No
• System requirements:
  • Operating Systems:
  • - Windows 10
  • - MacOS 10.12, 10.13 and 10.14
  • - Chrome OS 70 (64-bit) and later
  • Browsers: (Windows10 and MacOS) Google Chrome, Firefox, Edge
  • Browsers: (Chrome OS) Chromium, Google Chrome
  • - Google Chrome 76.0.3809 or higher
  • - Mozilla Firefox ESR 68 or higher ESRs
  • - Microsoft Edge 42.17134 or higher
  • - Chromium V73 and later, Google Chrome 76.0.3809 or higher

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: BrightCloud's standard response times for priority incidents are outlined as follows:; P1 - 15 minutes (System has failed and is unusable with the potential for causing critical impact to the business operations if service is not restored quickly).; P2 - 30 minutes (System is degraded impacting significant aspects of business operations).; P3 - 4 hours (System performance is degraded or functionality impaired but minor or no impact to business operations).; P4 - 24 hours (Query regarding system usage, capabilities or configuration).; ; These are our standard response times, but different response times are available with different pricing options.
• 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: No
• Onsite support: Yes, at extra cost
• Support levels: BrightCloud provide award winning support for Webex Contact Center. Customers are able to contact BrightCloud directly, and speak with engineers who are directly familiar with the customers holistic implementation, integrations and specific configuration. This is especially relevant (compared to standard vendor support) where the solution encompasses multiple technologies, such as MS Teams and Webex Contact Center through a common delivery layer (BCSquared). Cisco Vendor support is also provided as a 4th line of support accessed through BrightCloud.; ; BrightCloud provide the solution as a service, with core support service including 24 x 7 x 365 support. This core service is then augmented with a number of options, including change support via service credits, on site consultancy, higher frequency of service reviews. ; ; The customer will also have access to an Account Manager, and Service Delivery Manager.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Rather than providing a prescribed training program for customers, BrightCloud deliver a customised user adoption process, outlined here:; ; BrightCloud follow a systematic training cycle to deliver training. BrightCloud will undertake a Training Needs Analysis (TNA) of the users that will be affected by the proposed rollout. The TNA will cover a number of areas: ; - The needs and requirements of the customer's users.; - The current system available within the customer's estate (where applicable) and its functionality – how this reflects on the new solution and applications – e.g. parity between current and new concepts and functionality; - The day 1 requirements of the new solution; - How the customer would like the system to work in the future.; ; As part of the Systematic Training Cycle, BrightCloud will develop user materials and content for use at the training, based on our findings.; - Expert User training guides; - End User Quick Reference Guides; - Electronic Documentation; - Video / CBT; - On Line Tutorials, Learning Management System, Online Training
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: After contract expiration, as part of the off-boarding process, access is removed and all data erased for compliance and operational purposes. Reporting data access via the management portal is available up until the contract end date.; ; The customer is notified of the end date with reminders and are provided guidance on how to extract required data and information ahead of the contract end date.; Should the customer wish to utilise data after the contract end date, they can access, retrieve and download all data and reports, for use before the contract expires, which enables them to retain the data offline after the contract end date.
• End-of-contract process: As the contract expiration date approaches, customers have the opportunity to extend the contract. Should the customer wish to extend the service and/or contract options, they should contact their account manager at least 60 days before the scheduled contract expiration date.; ; 30 days notice is required at the end of the contract to request cancellation of the service.; ; If the customer chooses to end the contract at the expiry date, BrightCloud will follow their standard offboarding process, included as part of the contract.; ; After contract expiration, all access to the service will be removed and all historical records held until contract expiration, will be securely deleted after the contract ends.; ; Any additional assistance required by the customer as part of the offboarding process, eg. data extraction, can be purchased from BrightCloud at additional cost.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Users can interface with the service through a web browser.
• Accessibility standards: None or don’t know
• Description of accessibility: Cisco provide the following product accessibility template (PAT) that is product tested against Windows 10 using JAWS screen reader. The PAT covers a number of accessibility options for the solution;; https://www.cisco.com/c/dam/en_us/about/responsibility/accessibility/downloads/vpats/VPAT_Cisco_Webex_Contact_Center_v2-0.pdf
• Accessibility testing: N/A
• API: Yes
• What users can and can't do using the API: Webex Contact Center has many API interfaces. These interfaces can be used to integrate with existing in-house applications, or off-the-shelf applications, leveraging existing infrastructure.; ; Webex Contact Center APIs also allow other applications to utilise and enhance Webex Contact Center features and functions.; ; The following Webex Contact Center REST based APIs are available:; - Access and download recordings and metadata for customer contact interactions.; - Access reporting statistics (agent and caller based, IVR activity, wrapup codes).; - Access open and closed tasks, which can be filtered based on a number of elements, including time range and channel type.; - Moves, adds and changes of contact centre components, eg. queues, skills and teams.; ; Webex Contact Center provides a Data 'Read' API for the extraction of data from the solution in a CSV format. ; All Webex APIs are documented on developer.webex.com, with specific contact centre related API at developer.webex-cx.com
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: The Webex Contact Center environment allows for customisation of the desktop user interfaces using customer branding and style. Specific instances include:; - Agents use of the agent desktop, which can be customised with appropriate logos, messaging and access to local services.; - Overlay of webchat services; which can be styled in numerous formats in order to blend with the corporate identity.; ; Customisations can be carried out through the web-based administration portal. BrightCloud can provide guidance on the use of the customisation tools, or provide professional services to carry out these customisations on your behalf.

Scaling

• Independence of resources: The platform is built from the ground up to be a highly scalable and reliable platform, providing enterprise-grade horizontal global scalability, utilising the Webex infrastructure that is renowned for it's security, scalability and reliability credentials.

Analytics

• Service usage metrics: Yes
• Metrics types: WxCC provides standard out-of-the-box and fully customisable real-time and historical metrics through it's built-in web-based Analyzer tool, mining real-time and historical data from multiple data sources and systems to generate specific business views of the data. ; ; WxCC Analyzer provides metrics displayed in a number of formats, including traditional tabular layouts, graphs and charts, through to visualisations that can be tied in to business performance indicators providing detailed stats or visual trends, in a single consolidated view.; ; WxCC Analyzer can easily be customised by creating dashboards that display an array of visualizations, as well as scheduling of Historical Reports to email.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

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

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• 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 another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Certain personal data categories can be exported in CSV format. All personal data can be exported using APIs.
• 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: 99.99%
• Approach to resilience: Available on request.
• Outage reporting: The Cisco Webex platform provides a public dashboard and email alerts for reporting service outages.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Username or password
  • Other
• Other user authentication: Webex Contact Center supports SAML v2 identity providers for Multi-Factor Authentication.
• Access restrictions in management interfaces and support channels: Webex Contact Center provides multi-layer access permissions through the deployment of user roles, managed by administrators.
• Access restriction testing frequency: At least once a year
• 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: User-defined
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: BrightCloud Group's security governance is closely aligned to ISO 27001 and BrightCloud Group are currently actively working towards formal certification.
• Information security policies and processes: BrightCloud Group's security policies and processes are closely aligned to ISO 27001 standards. BrightCloud Group continually monitor and review our process and policies with direct management and oversight by the board.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: The customer may raise a service change request via the support process - this will then be tracked via ticket number for completeness. Either BrightCloud, or the customer will prepare a change request document, describing the nature of the change, the reason for the change, and the effect of the change on the solution. ; If both parties agree to implement the change request, and subject to commercial agreement, the change will be accepted via the sign off of the change request form. ; BrightCloud will engage with customer change process where required in order to schedule and manage change.
• Vulnerability management type: Undisclosed
• Vulnerability management approach: Cisco follow a vulnerability management policy such that any required update is scored for risk, and applied based on the policy for that score. Therefore updates may happen on an immediate basis where relevant, but monthly as a minimum.; The Vulnerability management team along with other security teams evaluates vulnerabilities that are identified through the various organizations and categorizes them as applicable to Cisco and its environment. The vulnerabilities are rated using the Common Vulnerability Scoring System (CVSS). These ratings are reviewed with the appropriate support teams who analyse business impact and collectively determine implementation timeframes.
• Protective monitoring type: Undisclosed
• Protective monitoring approach: Everything is thoroughly tested before rulesets are added for Blocking traffic. The Computer Security Incident Response Team (CSIRT) has full-time, dedicated resources that action alerts for potentially dangerous activities which includes alerts from IDS and IPS systems. Cisco FirePower is used to provision these services. Systems are monitored continually. The Computer Security Incident Response Team (CSIRT) Incident Response Handbook includes defined roles and responsibilities for CSIRT Director, CSIRT manager, CSIRT On-Call Incident Handler who is available 24x7 with a 15 minute response time. CSIRT utilizes Splunk to index and correlate data source in a searchable repository for analysis and alerting.
• Incident management type: Supplier-defined controls
• Incident management approach: All incidents and service requests are raised through BrightCloud Group's support team, where a unique ticket reference is provided and the incident is tracked with a full audit trail from initial contact through to resolution.; ; Customers can report incidents through email or telephone, with telephone recommended for urgent or high-priority incidents, enabling the most effective response.; ; Change requests can be requested through the same channels, with the option to utilise service credits against a catalogue of change types.; ; Reports are provided for major incidents in PDF format, providing an audit trail of the incident history, along with root cause analysis.

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: No

Social Value

• Fighting climate change:

  Fighting climate change

  Cisco do not publicise specific data regarding the use of the Webex platform, however, they have a committed environmental sustainability programme with the following published criteria:; 60% reduction in Scope 1 and 2 GHG emissions in FY21 (FY07 base year).; 85% of energy came from renewable sources in FY21.; Net zero Set goal to reach net zero across global Scope 1, 2, and 3 emissions by 2040.; The Cisco environmental policy is outlined here: https://www.cisco.com/c/en/us/about/csr/environmental-sustainability.html; All of our services are hosted in Equinix - a link to their environmental sustainability policy can be found here: https://sustainability.equinix.com/; ; BrightCloud Group educate employees on environmental issues on a regular basis, and how they as individuals can make changes to lower their impact, and the impact of our company. We have a remote working from home policy since 2011, and closed all offices. Our preference is for meetings, and company activity to be performed remotely where possible, and public transport to be used where practical if travel is necessary.; We also run a print free, paperless business.; All of these initiatives are included in the company handbook, and inducted into our every day ethos and working practices.; BrightCloud Group has links with and support two organisations focused on environmental issues. The first is www.journey-blue.com, specialising in recovering discarded fishing nets, and retailing recycled produced made entirely from recovered plastics. The second is www.myrefilllife.tillex.co.uk, focused on reducing packaging and bottles used in household products via a refill delivery service.; ; BrightCloud are also part of the ecologi.com project, which aids the organisation in purchasing products to offset Carbon emissions, through tree planting and investing in carbon reduction projects. In addition to this, we focus efforts on use of Green Energy and homeworker consumption. These combined, aids in our commitment to work towards being net zero.
• Covid-19 recovery:

  Covid-19 recovery

  BrightCloud Group have a remote working from home policy, and have closed all offices. Our preference is for meetings, and company activity to be performed remotely where possible, allowing staff to continue working under safe conditions, particularly those who are shielding and/or vulnerable .; ; As a cloud platform, the Webex Contact Center offering enables users to easily follow remote working practices, eliminating the need for the contact centre users, including those worst affected or shielding to be able to continue working in their standard role(s) without the need to physically interact with others.; This enables businesses to continue operating and servicing their customers, even when their contact centre staff are unable to travel to or work in their normal office.
• Equal opportunity:

  Equal opportunity

  BrightCloud’s equal opportunities policy relates both to recruitment and the behaviour of existing co-workers. All co-workers are trained on the requirements of the policy during induction and the policy is available for consultation on the company intranet. Refresher training is provided as required and as changes are made either to wider equality legislation or to the BrightCloud policy. ; BrightCloud also has a documented whistleblowing policy which can be used by any co-worker to report a breach either of BrightCloud’s equal opportunities policy or national equality laws. This ensures equality and diversity is a collective responsibility.
• Wellbeing:

  Wellbeing

  BrightCloud partner with ImproveWell, who offer a cloud-based wellbeing application.; ImproveWell is a digital engagement solution for improvement in staff wellbeing. Giving everyone a voice, ImproveWell enables organisations to capture continuous, real-time insight to improve staff experience and the quality of customer service.; ; We recognise that those on the frontline are best-placed to improve the systems around them; that giving staff a voice and empowering them to find solutions to the challenges they face is fundamental to engagement and positive experience; and that a happier workforce leads to better business outcomes.; ; Our unique solution gives everyone a voice, boosting morale and wellbeing facilitating collaborative change at work with real-time insights, by asking colleagues how their workday is going.; ; Comprised of a mobile app and an intelligent data dashboard, the ImproveWell solution allows organisations to harness the collective intelligence of the frontline, reduce costs, improve staff and patient experience and, ultimately, deliver better service.

Pricing

• Price: £0 a user a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: A free trial of Cisco Webex Contact Center (WxCC) is available for up to 45 days.; Minimum Agents = 10; Maximum Agents = 20; ; Exclusions:; - Fair usage policy applies; - Call charges apply; - Some features incur charges eg. AI/Chatbot

Service documents

• Pricing document

  ODT

• Skills Framework for the Information Age rate card

  ODT

• Service definition document

  ODT

• Terms and conditions

  ODT

• Modern Slavery statement

  ODT

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 a.morrison@brightcloudgroup.global. Tell them what format you need. It will help if you say what assistive technology you use.