FOUNDEVER GB LIMITED

Omnichannel Customer Service Platform

Sitel UK Limited unified agent desktop software (Innso) is a truly omnichannel customer service platform that exists to simplify the use of technology in customer relationship management. Our software is built by operations for operations allowing optimised customer experience. This approach improves users’ abilities to deliver on CX.

Features

• Unified conversational platform (call, email, SMS, WhatsApp, social media)
• Real time chat with customizable engagement rules (web and app)
• Chatbot integration and agent handover
• Smart distribution rules for case management and backlog management
• Self-service portals
• Knowledge base
• Customer satisfaction surveys
• Quality Assurance
• Dashboard and reporting
• Real time monitoring of operations

Benefits

• Stay connected with customers via a continued omnichannel conversation
• Engage with followers, fans and potential customers on social media
• Drive customer retention and develop your business
• Improve efficiency with a platform designed by and for operations
• Empower agents with a 360° customer view and interactions history
• Configure business workflows, rules and goals easily
• Reduce support costs using automation and self-service
• Track and improve KPIs for conversational messaging and case management
• Take full control of AHT, SLAs and the backlog
• Measure and boost customer satisfaction and quality of operations

£30 a user a month

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 charlie.haines@foundever.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

877612637634008

Contact

Charlie Haines
07450 687355
charlie.haines@foundever.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Innso does not provide an on-premise environment. The platform is a hosted solution only. Computer and browsers need to meet certain minimum specifications in order to run innso. (see "System Requirements"). Innso also requires a stable internet connection.
• System requirements:
  • Internet connection
  • Browser configuration: Security protocol TLS (Version 1.2 or above)
  • Browser Configuration - localStorage must be enabled
  • Browser Configuration - Cookies must be enabled
  • Browser Configuration - Javascript must be enabled
  • Browser must be a stable release (Chrome, Firefox, Edge, Safari)
  • Computer must meet minimum specifications for OS (Windows/Mac OSX)

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Time response for innso Base Support is four-hours for global first reply time, 5/7 days from 8AM to 6PM of your account time zone. Clients with Advanced Support will benefit from a larger time range with 6/7 or 7/7 days, and 15/24 or 24/24 hours. Clients with Priority Support will have a time response of one-hour average first reply time guaranteed. All levels of support applicable to English or French-language inquiries for 95% of requests, and a 99.9% uptime Service Level Agreement backed up by service credits.
• 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: Innso manages support level 1, 2 and 3 for all users. Clients with Base Support have access to InnsoDesk where they can create their tickets and follow the advancement of their requests. Base support is included on innso licenses and covers only bugs, incidents and users access service problems. Advanced support offers a large time range of support (days and hours) and costs from £5 to £20 additional fees per user and includes a cloud support engineer. Priority support offers a faster time response to inquiries and an assigned technical account manager; cost varies according to the Credit of Services subscribed.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Innso provides training and go-live support for all projects. We can provide onsite and/or online training according to your specific requirements and the location of your teams. Our trainers offer personalised training documentation and provide on demand specific users guidelines and training videos. We ensure a smooth go-live by having onsite observers and/or an open line support during the first days of production. We organise daily meetings during the first week to collect feedback from users and managers and if necessary immediately adjust configuration, or provide additional training and support. These are followed by weekly meetings during the next three weeks that results in a go-live sign-off at the end of the first month of production.
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats:
  • Video files
  • Word or doc format
  • PPT format
• End-of-contract data extraction: Innso establishes a Client Reversibility Plan at the start of the project with the client. This will include the process, planning and cost for the end-of-contract data extraction. Innso will also establish at the beginning of the contract a Client Data Policy that can be reviewed over time according to the evolution of needs; in this document the client will confirm and validate the level of data storage needed and the data availability and archiving duration and the age of the data to be deleted.
• End-of-contract process: Following the end of the contract, and the cancelation of all user licenses the reversibility of the data, innso will keep the platform available for a maximum of 5 users during one-month period. At the end of this period innso will delete all client data and permanently close access to the platform. Innso can keep the platform available for a longer period on demand at a minimum cost of £500 plus the user licenses requested.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Innso's self-service application has been designed for mobile devices and is fully integrated with other innso applications.
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: We provide custom APIs depending on your specific needs. These are RESTful APIs, using a JWT token for authorization, and based on the JSON format.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Authorised users have access to innso administration and can adjust the configuration of the platform. They also have the capacity to customise innso multichannel screens, skills, workflows, email templates and signatures, canned responses, web forms, surveys and QA grids. Customisation of data models, customer record, dashboards, reporting, automated workflows and self-service portals are to be done by innso Professional Services and Delivery teams.

Scaling

• Independence of resources: Innso's service is built on enterprise-level operations and technology architecture that exceeds industry standards and future-proofs business. A dedicated tenant is delivered for each client with the relevant sizing to ensure security, capacity and scalability control. Each instance has all the resources necessary to run independently of the other instances. These resources include application servers, web servers, and database servers, as well as resources to handle other work such as email processing and reporting. Each instance is hosted on a redundant and resilient appliance to reduce impact and downtime possibility if systems unexpectedly encounters a problem.

Analytics

• Service usage metrics: Yes
• Metrics types: Innso provides service metrics on a monthly basis for users’ licenses, services and volumes consumed (sms segments, surveys sent/received, automatic transactions, phone numbers active, templates messages, etc.). For clients subscribing to the Premium support, innso provides support service metrics during the quarterly steering meetings. On top of these metrics, innso can also provide the availability rate of innso platform for the last quarter on demand.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to 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)
• 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: In-house
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Other
• Other data at rest protection approach: Encryption of data at rest
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: Users can perform a .CSV extract of the tickets. On request, this data can also be extracted from the database in a SQL dump format.
• Data export formats: CSV
• Data import formats:
  • CSV
  • Other
• Other data import formats: Excel (.XLS)

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: As a Cloud Software solution, innso builds and implements its service based on the industry's best-practices and provides customers with defined SLAs according to the needs of each client. Innso leverages Service SLAs in sync with its technology partners and builds upon unique capabilities provided by them such as multiple zones for hosting its service or duplicate sets of hosted data, all which can ease the burden of achieving specific SLA requirements.
• Approach to resilience: Innso adheres to a simple approach where the main phases are: Activation and Notification, Recovery, and Reconstitution. This approach ensures that efforts in recovery and reconstitution are done in a methodical sequence, maximizing the effectiveness and minimizing system outage time due to errors and omissions. Innso relies on technology partners who provide a secure control environment world wide. All locations where the solution is hosted are built to physical, environmental and security standards in an active-active configuration, employing an n+1 redundancy model, ensuring system availability in the event of component failure. Components (N) have at least one independent backup component. All sites are online and serving traffic. In case of failure, there is sufficient capacity to enable traffic to be load-balanced to the remaining sites. Innso implements contingency planning, training and testing on all systems that rely on its technology partners services. Innso has a robust continuity plan, including the utilization of frequent server instance back-ups, data redundancy replication, and the flexibility to place instances and store data within multiple geographic regions across the globe.
• Outage reporting: Public dashboard; personalised dashboard with API and events; configurable alerting (email / SMS / messaging)

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Management interfaces are allowed only in the internal network. The access can be restrict with an IP filtering mechanism.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: 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 have access to real-time audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: 29/09/21
• What the ISO/IEC 27001 doesn’t cover: All areas covered.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Coalfire System
• PCI DSS accreditation date: 02/12/2021
• What the PCI DSS doesn’t cover: All areas covered
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • SSAE18 SOC 2
  • ISO 9001

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: As a Cloud Software solution, security is of utmost priority. Innso relies on technology partners who provide infrastructure and services built to meet the requirements of the most security-sensitive organizations. Innso operates Global Security policies aligned to the internationally recognised ISO 27001/2:2013 Information Security Standards.
• Information security policies and processes: We implement security best practices at all project development phases. Our developers and IT engineering teams are trained and aware of internal security rules. Our CRM is tested regularly in order to detect any weaknesses in the source code. Our infrastructure is scanned quarterly to detect security vulnerabilities.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We use integration and development platforms allowing to track all changes in production. Also, we implement secure devops in order to ensure changes in production are secured. All production environment changes are reviewed, tested and approved. Stages include design, documentation, implementation (including rollback procedures), testing (non-production environment), peer to peer review (business impact/technical rigour/code), final approval by authorised party.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Innso conducts monthly security scans using commercially available vulnerability scanning system such as AWS Inspector or Nessus to identify potential issues and vulnerabilities. Approved third party vendors conduct external assessments and any identified vulnerabilities are monitored and evaluated, they are researched and resolved through our change management process. All software and services are run through a remediation/scanning cycle until it deemed vulnerability free. Innso also relies on its technology partners process for ensuring the integrity and robustness of the provided services.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We deploy monitoring devices to collect information on unauthorized intrusion attempts, usage abuse, and network/application bandwidth-usage. Devices monitor: • Port scanning attacks • Usage (CPU, processes, disk utilization, swap rates, software-error generated losses) • Application metrics • Unauthorized connection attempts
• Incident management type: Supplier-defined controls
• Incident management approach: To ensure the effectiveness of the Incident Management plan, innso conducts incident response testing, providing coverage for the discovery of defects and failure modes as well as testing the systems for potential customer impact. The Incident Response Test Plan is executed on a regular basis, in conjunction with the Incident Response plan. It includes multiple scenarios, potential vectors of attack, the inclusion of the systems integrator in reporting and coordination and varying reporting/detection avenues.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  Striving to improve business outcomes while doing our part for a greener world, Sitel Group is committed to creating a culture of environmental stewardship. From raising awareness to promoting conservation and recycling initiatives, we take our responsibility seriously. We are currently working on our roadmap to Carbon Neutrality and report our emissions through the CDP process. In 2021, Sitel Group worked on more than 23 environmental projects around the globe and we have provided a few examples: ; ; Reforestation: Volunteers join reforestation events every year to protect forests near our operations. In 2021, to celebrate World Soil Day 2021 (December 5), Sitel Group® partnered with our technology customer to focus attention on the importance of soil biodiversity and advocate for the sustainable management of soil resources. As a result, we raised over $5,300 together with this client, which will allow us to plant 5,300 trees through the work of One Tree Planted. ; ; Carbon Neutrality: Our Costa Rica operations have been carbon neutral since 2014. The Carbon Neutral Country Program is a Costa Rican government initiative led by the Climate Change Department of the Ministry of the Environment and Energy to formalize the procedures related to the reporting of inventories of greenhouse gases, through the application of the voluntary national regulation. We have reduced 1,069 tons of CO2e since 2014. We have purchased 6,851 carbon offset credits for a total of $34,523 to the National Fund for Forest Financing of Costa Rica.
• Covid-19 recovery:

  Covid-19 recovery

  During the recent COVID crisis, Sitel has been successful in switching 80%+ of our global associates to work at home delivery. COVID provided an opportunity for Sitel to drive innovative concepts to the market including a fresh approach to the traditional hub and spoke virtual models we call Sitel Max Hub. With our work at home model and our practices in impact sourcing, Sitel to quickly expand into new global markets and to provide opportunities to communities heavily impacted by COVID. ; ; Language Academies - Committed to developing talent and the well-being of people, we train hundreds of participants in non-native languages to support future employment in the CX sector – developing skill-sets including upskilling and reskilling in soft skills and technical skills. ; ; Leaning Academies - As a good corporate citizen and neighbor, we invest in programs and activities that develop and uplift the communities in which our people live and work, such as access to e-learning platforms, charitable donations, technical engineering training. ; ; Partnerships - Collaborative partnerships (in public and private sectors) to provide opportunities potentially not otherwise be available. By partnering with education and labor ministries, universities and technical institutions, we provide access to educational, financial and social resources - and create opportunities to join our teams in full-time careers. ; ; Tuition Support - Assistance with education via scholarships to dependents of our employees and tuition reimbursements in various locales for our full-time associates. Students are part of our internship program, which develops skills in collaboration with course work and may result in full-time employment. ; ; Community Development - Throughout the communities in which we operate, we give back through educational - including working with K12 schools to deliver English training, English-language training for local teachers and community outreach donations of computer equipment and supplies.
• Tackling economic inequality:

  Tackling economic inequality

  The United Nations recognizes education as a human right and we encourage inclusive and equal development at Sitel Group as we promote lifelong learning. We empower and inspire our diverse global team as they Learn, Lead & Grow. ; ; We have a deep focus on education to provide opportunities for our people as well as those in the communities in which we live and work. We aim to provide educational and training opportunities to prepare others for the future of work and enable career readiness. ; ; Impact Sourcing: We prioritize suppliers that intentionally hire and provide career development opportunities to people who might otherwise have limited opportunities for formal employment. ; ; Language Improvement Programs: Through our language proficiency programs in Brazil, Colombia, Costa Rica, El Salvador, Mexico, Nicaragua, and the Philippines, we have trained 45,060 individuals since 2011 and have an average hiring rate of 64%. ; ; Scholarship Programs: We help with education through scholarships (2021: 480+) to dependents of our employees and tuition reimbursements in various locales for our full-time associates. ; ; Learning Academies: As a good corporate citizen and neighbor, we recognize the social responsibility with investing in programs and activities that develop and uplift the communities around the world in which our people live and work, such as access to e-learning platforms, charitable donations and technical engineering training. Last year, we have more than 2,000 learners enrolled in our technical academy. ; ; Empower Center: Our internal learning management system is open to every level of the organization. In 2021, we saw a 47% increase in users accessing the tool for talent development.
• Equal opportunity:

  Equal opportunity

  We’re passionate about becoming the world’s most inclusive BPO provider. We prioritize inclusion and diversity amongst our associates to ensure we provide the best quality experiences and innovative services for our customers. ; ; Sitel Group is committed to fostering, cultivating and preserving a diverse, inclusive and equitable workplace. MyID, or My Inclusion & Diversity, is a community where we learn from one another’s experiences, enabling us to deliver unique experiences for our customers. Everyone has a voice and a story to tell. ; ; Employee Resource Groups ; ; WELead: Women Executive Leadership and supporters ; ; Be Proud: LGBTQ+ community members and advocates ; ; Disabilities & Neurodiversity: Physical and neurological diversity
• Wellbeing:

  Wellbeing

  Our aim is to encourage our people to make healthier choices for a healthier body and happier mind by making #OneSmallChange. We encourage our people to have a lasting impact on their own wellbeing through simple, achievable change. Our global wellness program gives associates opportunities to live the Sitel Group value Work Together by engaging in exercise challenges and by attending events such as mental health and nutrition webinars and cooking classes. Through the program, we also provide our people with valuable educational resources which encourage them to take one small step at a time toward a healthier lifestyle. ; ; Move Well ; ; To encourage movement and fitness, we organize initiatives and provide our associates with resources on physical fitness, workout routines, and practical advice on how to include more movement into their daily life ; ; SitelFit platform activity tracker & challenges are available 24/7/365 ; ; MAXhubs include wellness areas or exercise rooms (where applicable) ; ; Eat Well ; ; Healthy recipes are shared via internal social platforms ; ; Healthy vending machine options on sites (where applicable) ; ; Tips on how to eat more healthily during the day are shared ; ; Live Well ; ; Stress management, mental health education ; ; On-site health checks (where applicable) ; ; Sleep and stress management, financial wellness, and burnout prevention ; ; 2021 Results ; ; 22,077 members were enrolled in SitelFit with 14,529 new users added in 2021 ; ; Users covered 47,900,000 km (29,700,00 miles) throughout the year ; ; 22,229,450 SitelFit challenges were completed, and 69,987,407 points earned ; ; 4,090 virtual race participants with 997 finishers completing a 5K, 10K, or 15K marathon with a total of 73,049 points

Pricing

• Price: £30 a user a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Innso offers trial periods from 1 to 4 weeks, standard or personalised, according to the specificities of each client's project. Standard trial versions will be restricted to email, call disposition and ticketing.

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 charlie.haines@foundever.com. Tell them what format you need. It will help if you say what assistive technology you use.