Maintel Europe Limited

Genesys Cloud CX

The Genesys Cloud CX Software as a Service (SaaS) solution is a web-based suite of cloud services for enterprise-grade customer experience (CX). Built on a microservices architecture and delivered via Amazon Web Services (AWS), which provides scalability and resilience. Fully featured including Voice, digital channels, WEM and AI solutions.

Features

• Cloud Based Communications Infrastructure always up to date
• Omni-channel including web chat and email
• Enterprise grade cloud CX
• Inbound Voice Channels
• Outbound Voice dialer
• Real time and historical reporting
• Social media channel integration
• Workforce Enterprise Management
• Artificial intelligence including generative AI
• Unified agent desktop

Benefits

• Software based in the cloud
• Ensuring call volumes, digital interactions and enquiries dealt with effectively.
• Increasing staff well-being and working flexibility
• Business integration reduces time wasted navigating between apps
• Blend digital channels to support the handling of simpler enquires
• Reduce carbon footprint by moving telephony to the cloud
• Improving the customer journey, providing coordinated and consistent experience
• Readily adapt to changing requirements
• Generating customer satisfaction, loyalty, and lifetime value
• Heightened security and data privacy

£52.50 a licence 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 bids@maintel.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

873495806134097

Contact

Hannah Cook
07730521482
bids@maintel.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: No.
• System requirements: The internet has sufficient capacity allowing high quality voice calls.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Maintel offers 24*7 support to all customers, response times are based on the severity of the fault ranging from <30 mins for a Cat 1 to <8hrs for a Cat 5 fault.
• 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: No
• Onsite support: Yes, at extra cost
• Support levels: Maintel offer 4 levels of service. Maintain service manages events and Incidents; resolving issues as and when they occur, either remotely or on-site with; up to 24x7x365 fully UK based service desk & remote technical support, Incident Management, Supplier Management, Self-Serve Portal to raise and track tickets, quotes and requests, Parts replacement & Field Engineers (for hardware-based solutions) ; Assist additionally offers Remote Customer Experience Manager, Quarterly online review meetings & quarterly basic reports, Reactive problem & risk management, Optional: Change Management packs and Patching review and recommendation reports.; Assure additionally offers; Monthly online review meetings & monthly enhanced reports , Proactive problem & risk management, Availability monitoring of your service with automatic incident ticket generation; Augment additionally offers; Review meetings upgraded to face-to-face meetings, Enhanced monitoring and/or analytics packages, Capacity management , Optional: Service readiness checks.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: User documentation is provided and training can either be onsite or online dependant on the users preference. Customers are provided with a dedicated web portal that allows access to the Maintel Incident Management system and enables the tracking of incidents, problems and change requests. Each incident raised receives a web reference which is unique to the incident and confirms that the ticket has been received by the Service Desk. This reference will be used throughout the life of the ticket to track updates and the ultimate resolution of the incident.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Maintel does not store customer/user data.
• End-of-contract process: Services will renew unless the customer ceases the contract or gives such notice. Once notice is received services will be ceased in a timely manner as agreed with the customer.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Maintel's customer service portal is an on-line service accessed through a web browser.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Maintel's customer service portal is an on-line service accessed through a web browser.
• Accessibility standards: None or don’t know
• Description of accessibility: Maintel's customer service portal is an on-line service accessed through a web browser.
• Accessibility testing: TBC
• API: No
• Customisation available: No

Scaling

• Independence of resources: The RCO platform is hosted globally in enterprise-class Tier 4 data centers and leading public clouds. The world-class network operations centers (NOCs) are continually monitored—24x7—and staffed by highly trained, on-site engineering specialists. Entry to each data center location requires biometric identification, as well as dual-person authentication and a built-in system of “man traps.” Security and safety systems are audited monthly for maximum insurance; each data center is certified SSAE 18 compliant.

Analytics

• Service usage metrics: Yes
• Metrics types: Availability SLA metrics. Summary of incidents and requests for technical assistance, statistical analysis of incidents and requests for technical assistance, review of incident escalation management,, analysis of incident trends, analysis of performance against contracted SLA targets, service Credit information (if applicable), problem management, change management activities and usage of change tokens, capacity management and any recommendations for changes to the service, assessment of Continuous Service Improvement initiatives.
• Reporting types:
  • Regular reports
  • Reports on request

Resellers

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

Staff security

• Staff security clearance: Other security clearance
• 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: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: No
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: Maintel does not store user data.
• 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: Genesys has an SLA of 99.99% availability, which translates to no more than 51 minutes of unplanned service availability in the year. Whilst this availability SLA is provided on an annual basis, it will be calculated on a monthly basis.
• Approach to resilience: The communications infrastructure is deployed within a secure, resilient Data Centre architecture - information relating to this architecture can be made available upon request.
• Outage reporting: A service outage is measured from the creation of the initial incident tracking ticket, either via automated ticket generation from an alarm or from customer notification through to service restoration (as agreed with the customer). Service restoration does not imply that the issue is necessarily resolved but that the agreed functionality and services are restored, either through switch over to a back-up service or other acceptable workaround. Service outages are reported via web portal and email updates.

Identity and authentication

• User authentication needed: Yes
• User authentication: Public key authentication (including by TLS client certificate)
• Access restrictions in management interfaces and support channels: They are only accessible throughout the Domain. Users must be authenticated on the Domain first
• Access restriction testing frequency: At least every 6 months
• Management access authentication: Public key authentication (including by TLS client certificate)

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: Between 1 month and 6 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 6 months and 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Externally assessed and certified by British Assessment Bureau.
• ISO/IEC 27001 accreditation date: 18/03/2022
• What the ISO/IEC 27001 doesn’t cover: Supplier's ISO27001:2017 certificate covers the whole business.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Audited and certified by a QSA from IT Governance
• PCI DSS accreditation date: 02/06/2023
• What the PCI DSS doesn’t cover: PCI-DSS scope of applicability covers Genesys
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

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 have Information Security Policies and procedures in place in accordance with Cyber Essentials, PCI-DSS and ISO27001 which are regularly reviewed and updated with internal and external audits completed annually. Our information Security policy is saved on our internal network systems, and readily available to all employees and we have implemented an annual security awareness programme across all staff and also conduct PCI DSS awareness training for 100% of staff.

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: Configuration changes will be made remotely and managed by the Maintel NOC Technical Support Team, access to equipment will be centrally controlled via Authentication, Authorisation and Accounting (AAA) based services. Configuration changes are classified as Standard or Non-standard, details of which can be made available on request.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Maintel’s Vulnerability Management process is comprised of the following services and functions;; ; Vulnerability discovery/research; - Incident response vulnerability discovery; - Public source vulnerability discovery; - Vulnerability research; ; Vulnerability report intake; - Vulnerability report receipt; - Vulnerability report triage and processing; ; Vulnerability analysis; - Vulnerability triage (validation and categorisation); - Vulnerability root cause analysis; - Vulnerability remediation development; ; Vulnerability coordination; - Vulnerability notification/reporting; - Vulnerability stakeholder coordination; ; Vulnerability disclosure (also aligned to ISO 29147:2015); - Vulnerability disclosure policy and infrastructure maintenance; - Vulnerability announcements / communication/dissemination; - Post-vulnerability disclosure feedback; ; Vulnerability response; - Vulnerability detection / scanning; - Vulnerability remediation.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: We employ protective monitoring in line with PCI-DSS online requirements for service providers.
• 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: Maintel's Service Desk manages all customer incidents and will restore service as soon as possible following an incident. The support processes are designed to be consistent with ITIL best practice and aligned to the ISO/IEC 20000 standard for IT Service Management. Incidents are reported by the web portal, telephone, email or auto-generated from monitoring tools. Incident reports are created and distributed by Maintel Service Delivery Management.

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

• Social Value:

  Social Value

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

  Fighting climate change

  Maintel Environmental, Social and Governance strategies enable us to work with customers to improve local, national, and international environments. For example, for every 500 cloud seats enabled through Maintel, we plant 25 trees at no cost to our customers. Planting trees has been identified as assisting movement towards target achievement in multiple UN Sustainable Development Goals. The trees are young when planted and will not sequester carbon for some years. The planting, particularly outside of the UK, enables jobs to be created to plant and maintain trees, environments are improved, including life in water where mangrove planting takes place. We also plant in the UK through not-for-profit organisations that ensure appropriate areas are rewilded and create a better space for local communities to use and for wildlife to flourish.; ; Maintel are willing to work with our customers to improve local environments as part of our employee volunteer scheme. To ensure we carry out activities in areas that require more greenery or local improvement. For example, litter picking, local amenity land clearance or planting to enhance a local area.; ; By moving to cloud and managed services with Maintel, customers work with us to reduce their direct emissions and enable progress towards nett zero.; ; Working closely with our suppliers, Maintel is transparent about our journey and commitment towards nett zero and publicly provides information about our targets and progress through ESG at Maintel website. We can identify and provide direct emissions savings through the use of technology and ensure replaced equipment is treated within our reuse and recycle environment with an aim of zero to landfill. We monitor our suppliers regularly and risk assess their journey to net zero with dedicated resource to assist in implementing improvements.

  Covid-19 recovery

  Maintel assists in the Covid 19 recovery in a number of ways. ; ; By supporting local communities with the provision of a contract aligned Social Value tech fund, which can be utilised for customer identified projects. For example, providing devices and broadband to underprivileged young people to assist them with their education and access to the world of work, or to a local small business that is identified as needing assistance to change the way in which they work.; ; Our employee volunteer scheme provides support for physical and mental health of people. By working with us to identify how we can assist your local organisations to provide support to the wider community, we become involved in the creation of jobs.; ; We are willing to share all vacancies with our customers, including apprenticeships and identify any appropriate candidates to fill a vacant or new permanent or temporary positions

  Tackling economic inequality

  Maintel works closely with customers and suppliers to provide support for tackling economic inequalities. With the provision of contracts aligned to a Social Value tech fund, which can be utilised for customer identified projects. For example, providing devices and broadband to underprivileged young people, to assist them with their education and access to the world of work. Or to a local small business that is identified as needing assistance to change the way in which they work.; ; We are willing to share all vacancies with our customers, including apprenticeships, and identify an appropriate local candidate to fill a vacant or new permanent or temporary position.; ; Training opportunities, particularly for those that face barriers to employment or from deprived areas are offered through our employee volunteer scheme. This provides support for people by working with our contracts to identify how we can assist your local organisations. To provide support to the wider community we become involved in the creation of jobs including mentoring, 1-21 training, group sessions, work experience and when available, apprenticeships offered to locally identified residents.; ; Maintel actively promotes the use of start-ups and SME’s and uses their provisions wherever possible. For example, appropriate to our contracts and offices including supporting local businesses by gifting apprenticeship levy to those businesses looking to employ or promote existing employees, and ensure they have access to substantial training.

  Equal opportunity

  Maintel is an equal opportunities employer and makes appropriate adjustments to ensure we have a full and diverse range of employees connected to the contract.; ; Our learning management and development plans ensure all employees have access to appropriate training and qualification. This includes apprenticeships to support in-work progression, particularly those from disadvantaged or minority groups, to move into higher paid work by developing skills relevant to our contracts.; ; Maintel supplier management expects all critical suppliers to meet at least Maintel required standards of employee caring and adherence to relevant regulations including modern slavery.; ; As part of our equal opportunities scheme we have set targets. These include; 40% of all employees being female by 2030 (we’re currently at 33%), focussing on increasing the number of women hired into technical roles and reducing and maintaining the gender pay gap. We’re also aiming to ensure women are better represented in leadership roles, with 40% of senior management to be women by the end of 2025, and a minimum of one female member on the board. ; ; We expect and set up contractual arrangements with our suppliers to ensure, not only adherence to relevant regulations such as Modern Slavery Act, but to work with them to ensure they meet at least Maintel standards. We centrally manage the new and existing suppliers, ensuring full due diligence and risk assessment are regularly undertaken, and working with suppliers to identify and implement improvements. Our zero-tolerance stance to Modern Slavery is supported by our policies on anti-bribery and corruption and whistleblowing.

  Wellbeing

  Maintel has a wide reaching, multi-dimensional employee well-being package in place. We understand that our people are our most valuable assets, and are therefore passionate and committed to providing support and compassion at all times. We are certified to ISO45001 – Health and Safety and have representatives at each site, our First Aiders and Facilities team. We offer all employees a range of benefits to support health and wellbeing including; discounted gym memberships, enhanced sick pay, 24x7 private virtual GP, an employee assistance line to help employees with their mental health, various health assessments, health care cash plans and more.; ; Maintel is adamant it will be there to support all employees working on the contract whatever life throws at them. We have introduced a trained network of employee Wellbeing Ambassadors, there to assist individuals, and also provide all employees with great wellbeing information throughout the year.; ; In addition, one of Maintel’s core values is to be agile and flexible, and so we encourage employees to take advantage of their flexible working and hybrid working benefits, while maintaining excellent customer service. This helps to alleviate any pressure and stress for employees and promotes a healthy, sustainable work-life balance.; ; Our volunteer policy enables all employees to participate in volunteering activities arranged by Maintel, with local communities, but also to access paid time to actively participate in volunteering activities that are important to them directly.; ; Working with our customers, we agree where we can help the most, and set up appropriate schemes to participate in improvement of local communities using our volunteering scheme as the basis for providing environmental and social support in our local communities.

Pricing

• Price: £52.50 a licence 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 bids@maintel.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.