Wavenet Ltd

Daisy UCaaS (RingCentral RingCX)

RingCX is RingCentral's AI-powered customer service platform that integrates all communication channels (voice, chat, video) into a single system for agents and customers. It aims for easy use, fast deployment, and improved customer experience through features like chatbots and analytics.

Features

• Single pane of glass for voice and all digital
• Omnichannel reporting and analytics
• Before, during and post interactions
• Leverage AI-generated summaries for reduced post-call work
• Utilise RingSense AI to evaluate call scores, customer sentiment analysis
• Gain real-time access to crucial data, including all vital metrics.
• Administer from a single interface
• Unified with RingEX App
• Key CRM integrations
• Built on a secure cloud platform with robust security

Benefits

• seamless customer conversations across voice, 20+ digital, native video
• Boost productivity with one radically simple AI-assisted omnichannel desktop
• Self-manage, streamline, and unify voice and digital operations
• Advanced workforce, quality management, including agent scheduling and forecasting
• Increase CSAT by offering the channels your customers prefer
• Boost agent performance with a unified view of customers
• Streamline digital administration and management under a single platform
• Eliminate app switching, handle all interactions in a single interface
• Get a complete view of digital performance with unified reporting

£4.50 to £24.99 a unit 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 publictenders@daisygroup.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

873290973746987

Contact

Paddy Sheridan-Ruddy
07714737991
publictenders@daisygroup.com

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: RingEX is a standalone solution and it can interoperate with other RingCentral services. It also comes with out-of the-box-integrations such as Google, Office 365, Teams, SalesForce, Box, Zendesk and many others.
• Cloud deployment model: Public cloud
• Service constraints: RingEX is a pure cloud solution which can be run on Windows, Mac, Android, and iOS as well as being available via WebRTC.
• System requirements:
  • Windows 8.1 (32 and 64-bit) or later
  • Mac OS 10.13 (High Sierra) or later
  • Minimum Intel Skylake-class 6th Gen i3, i5, i7
  • AMD Excavator-class (2015) processor or newer
  • 8GB of RAM or more
  • RingCentral App Web minimum Chrome 83, Firefox 77, Safari 13
  • RingCentral App Web minimum Edge-Chromium 80, Edge 18
  • Minimum meeting bandwidth (2 participants) 1mbps ul/dl
  • Minimum meeting bandwidth (>2 participants) 1.5mbps ul/dl

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: WCAG 2.1 A
• 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: WCAG 2.1 A
• Web chat accessibility testing: We have partnered with eSSENTIAL Accessibility to administer our accessibility program and oversee its governance. Their accessibility program evaluates our digital products on an ongoing basis in accordance with best practices and is supported by a diverse team of accessibility professionals, including users of assistive technologies. The platform, moreover, goes beyond minimum compliance requirements by making an assistive CX technology application available to customers who have trouble typing, gesturing, moving a mouse, or reading.; ; The application is free to download and incorporates tools such as mouse and keyboard replacements, voice recognition, speech enablement, hands-free/touch-free navigation, and more.
• 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 require onsite support, our Professional Services team will work with you on the best solution.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: RingCentral provides an end-to-end service to achieve a successful implementation and go-live of the services. A robust, yet adaptable, framework encompasses core activities including project initiation, discovery, detailed design, build & configuration, pilot implementation, number (DDI) porting, user and administrator training, acceptance testing, go-live checkpoint and service transition. The training can be both onsite and online based on customer's 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 ends, users will be able to extract their data. All customer data is destroyed within 30 days of 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: At the end of a contract, numbers can - if required - be ported from RingCentral to another supplier following the standard industry process.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: RingCentral is a cloud based solution and is available anytime, anywhere on the device of your choice, via a desktop and mobile client. 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. We provide a consistent experience across devices with a similar look and feel, navigation and functionalities. With RingCentral your users do not need to learn and relearn how to use the solution.
• Service interface: Yes
• User support accessibility: WCAG 2.1 A
• 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: WCAG 2.1 AA or EN 301 549
• Accessibility testing: We have partnered with eSSENTIAL Accessibility to administer our accessibility program and oversee its governance. Their accessibility program evaluates our digital products on an ongoing basis in accordance with best practices and is supported by a diverse team of accessibility professionals, including users of assistive technologies. The platform, moreover, goes beyond minimum compliance requirements by making an assistive CX technology application available to customers who have trouble typing, gesturing, moving a mouse, or reading.; ; The application is free to download and incorporates tools such as mouse and keyboard replacements, voice recognition, speech enablement, hands-free/touch-free navigation, and more.
• API: Yes
• What users can and can't do using the API: RingCentral provides an open API platform for businesses to build communications capabilities in the business applications and systems of their choice. More information available at https://developers.ringcentral.com/
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • PDF
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: With RingCentral, users can choose the way they communicate by customising call configurations and call flows as well as setting up the devices of their choice. As part of RingCentral's no code/low code/full code approach, further customisation is available through using the OpenAPIs for integration into other business applications, either via low code or full code.

Scaling

• Independence of resources: RingCentral's 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 up to 99.999%.

Analytics

• Service usage metrics: Yes
• Metrics types: RingCentral provides full call log and call recording details as well as call costs in the online management portal. This is supplemented with powerful analytics for reviewing performance and aspects such as Quality of Service and MOS (Mean Opinion Score) values. We provide live reporting at an additional cost, which provides full live reporting capabilities allowing for wallboards based on queue, group, team or individual reporting.
• 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: Yes
• 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
  • 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: RingCentral users will be able to easily export their data from the RingCentral online management portal.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • JSON
  • PDF
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XLSX
  • XLS

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: RingCentral's platform has been designed from the ground up with high availability and geo-redundancy in mind. RingCentral guarantees up to 99.999% service uptime. We will share on financial compensation adjustments associated with underperformance upon request. RingCentral invests in a world-class Network Operations Centre, which is monitored 24/7/365 by highly skilled engineers to support up to 99.999% availability.
• Approach to resilience: RingCentral’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. In case of a local internet failure, all calls can fail over to mobile devices.
• Outage reporting: RingCentral’s network operations centre (NOC) operates 24/7/365 to ensure optimal system configuration and service availability. Our engineers continuously monitor countless systems, metrics, and alarms. RingCentral uses 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. Service status can be checked at https://status.ringcentral.com

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Other user authentication: Users can set up multi-factor authentication in any RingCentral app or in the RingCentral Admin Portal.; ; - Google Authenticator; - Microsoft Authenticator; - Okta Verify
• Access restrictions in management interfaces and support channels: RingCentral has complex password requirement to restrict access to its service. Upon entering wrong details a user's account will be locked. Within the RingCentral administration portal, users can apply role based access control to ensure only designated users have access to certain functions.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Description of management access authentication: Users can set up multi-factor authentication in any RingCentral app or in the RingCentral Admin Portal.; ; - Google Authenticator; - Microsoft Authenticator; - Okta Verify

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: BSI
• ISO/IEC 27001 accreditation date: 13/09/2013 original certification
• What the ISO/IEC 27001 doesn’t cover: Scope is all Daisy sites and services requiring security certification.
• 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:
  • ISO 27017
  • ISO 27018
  • ISO 22301
  • ISO 27001 compliance (data centres)
  • GDPR
  • German BSI C5
  • HITRUST CSF Certified
  • HIPAA
  • SOC 2+ FINRA CSR

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: Security is a crucial component of the RingCentral system. The security of RingCentral’s cloud services encompasses multiple layers and many components, from policies and methodologies to service architecture. Security capabilities and settings reside in the application and infrastructure layers, within the service delivery and operations processes, and the company’s security policies and governance practices. RingCentral is compliant with both SSAE16 SOC-1 Type II and SOC-2 Type II. RingCentral undergoes yearly security audits from third-party organisations to ensure high levels of security for data at rest, and during transmission. Additional information of our approach to security can be read at this link: https://www.ringcentral.co.uk/trust-centre.html#security

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: RingCentral’s 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: Vulnerability management approach RingCentral is continuously monitoring for threats to operational services with an infrastructure that incorporates Intrusion Detection Systems (IDS) and other defence in depth elements to monitor network activity for suspicious traffic and attacks. Threat intelligence is gathered from multiple sources, including CVE, and subject to the criticality, patches are deployed inline with RingCentral's policies.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Our Network Operation Centre 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: Our Network Operation Centre 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: Yes
• Connected networks: Joint Academic Network (JANET)

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Wellbeing

  Fighting climate change

  RingCentral is committed to fighting climate change through reducing its effect on the environment.; ; As a cloud-based service, RingCentral inherently makes connecting, communicating and collaborating easier. We believe that printing documents and travelling to meetings — and thereby using non-renewable resources — can be substantially reduced, or even become a thing of the past, by using our technology.; ; Our efforts go far beyond our service, because sustainability is ingrained into all of our operations. We want to make it easy for our employees and business partners to have an impact on the environment. One example is that we offer sustainable food options at all of our locations, as well as electric vehicle charging stations and composting programs.; ; We have publically committed to achieving Carbon Zero by 2050.; ; We are happy to work with customers to help identify how using our services can help them reduce their own carbon footprint.

  Tackling economic inequality

  Our Learning platform Daisy Grow supports people to further their careers, change direction and realise their ambitions. ; It’s also the conduit for training our staff ensuring our management maintains awareness of inequality, modern slavery and wellbeing amongst many other courses. ; DCS has also developed a Social Value Training programme to deliver courses to our staff, supplier employees, customer’s employees, and citizens to support the Social Value Model Themes. This programme is made available to Buyers through the GCloud Call Off contract.; It’s known as the Daisy Community Learning Portal and there are 150+ courses available to support the development of employment and life skills. ; These skills not only provide greater employment opportunities for their recipients; are less location dependant, and are more likely be required in jobs that have flexible working hours and role types.; ; Courses are organised into three general categories of:; • Career Development; • Health & Wellbeing; • Leadership & Management; ; This training programme is provided to customers and citizens as part of Social Value directly under G-Cloud Service Provision.; Daisy provide 10 x 30-day licences for the training programme for every £10,000 of contract value, The full range of courses will be available for citizens in need and can be accessed via any browser including smart phones, tablets, library and school computers.; We estimate that 50-100 hours of learning is achievable within the 30-day window.; Each user has a Learning Dashboard tracking their progress and certificates awarded for completion can be used in job seeking and career progression.; A dedicated Community Learning Portal SV (CLPSV) Licence Co-ordinator works within the Daisy Frameworks Team and will liaise with the Buyer to arrange access.; Daisy will report on the take up and usage and this will be reported back to the Buyer via the DCS Social Commitments Report

  Wellbeing

  Daisy from the very top down, is active in the promotion of health and wellbeing in the colleague environment. ; We promote a healthy and happy working environment for staff and to identify, prevent and alleviate work-related stress as far as possible. In each physical location we have Health and Wellbeing champions as local points of contact for health/wellbeing issues. ; They:-; Promote health/wellbeing within DCS ; Assist in health and wellbeing activities that are companywide.; Coordinate local health and wellbeing activities such as running clubs, lunchtime classes etc. ; Communicate regular feedback to the Health and Wellbeing team to allow internal communication of local/national events. ; Maintain health and safety company policy and legislation ; DCS communicates its messages in different formats, directly through the Champions, from senior management through videos and live presentations, through the intranet and the Daisy Grow Learning Platform. ; Our Health and Wellbeing Manager provides useful tips and initiatives to help maintain mental health in our stressful lives.; We have a business-wide team of 30 Mental Health first aiders. DCS employees have a number of schemes promoting health and wellbeing, there is in place an Employee Assistance Programme offering help to employees and their families when required. ; Daisy celebrates both International Women’s and Men’s days with a programme of inspiring events and talks including Suicide Awareness, Wellness, Careers and STEM partnerships.; Daisy have also developed a comprehensive Social Value Training programme to deliver courses to our staff, supplier employees, customer’s employees, and citizens to support the Social Value Model Themes. There are 500+ courses available including a wide range of courses to support Wellbeing. This training programme is used internally within Daisy, with our suppliers, and can also be provided to customers and citizens as part of Social Value directly delivered under G Cloud Service Provision.

Pricing

• Price: £4.50 to £24.99 a unit 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 publictenders@daisygroup.com. Tell them what format you need. It will help if you say what assistive technology you use.