Britannic Technologies

Five9 Intelligent CX Platform

The Five9 Cloud Contact Centre provides a comprehensive suite of services for in and outbound customer service and support, to help you make more customer connections. With a full omni-channel suite of services. Britannic augment the service offering with additional omni-channel capabilities.

Features

• Design workshops, subject matter expertise, bespoke integrations/ ongoing BAU support
• Porting /Retention, PCI DSS Masking, Bring Your Own Carrier (BYOC)
• APIs and existing interoperability with Amazon, Microsoft, much more
• Tight Teams integration
• Single agent desktop
• Campaign Management, Outbound dialler, real-time, historic analytics, Management Information
• Digital customer journeys, AI, Speech Analytics, Robotic Processes
• Workforce management
• Skills-based ACD routing omnichannel interactions, Self-service, Speech Recognition
• Complete omnichannel cloud contact centre, voice, recording

Benefits

• Simple and intuitive operation, reduces administration overhead
• Feature rich platform eliminating requirement for 3 party bolt-ons
• Extensive functionality supporting enhanced customer experience and flexibility
• Single purpose-built platform provides a lower TCO and greater use
• Reporting/ Management information give fuller picture agent efficiency/customer journey
• Outbound dialler to support blended agents and greater efficiency
• Workforce Management supports greater adherence and intra-day management
• Open integration for joined up data and processes provides ROI
• Secure while access enabled from home or on the move

£40 to £91 a user 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 jcambpbell@btlnet.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

900923047144713

Contact

James Campbell
01483242550
jcambpbell@btlnet.co.uk

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: NA
• Cloud deployment model: Hybrid cloud
• Service constraints: No
• System requirements: None. Fully managed solution

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Critical tickets will be actioned in under 1hr
• 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: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Via Britannic's website
• Web chat accessibility testing: N/A
• Onsite support: Onsite support
• Support levels: The Britannic Service Desk is committed to delivering the best service for our clients. Our process ensures that any critical customer issue is promptly escalated, day or night, regardless of contract level. This minimises delays during major incidents. Technical expertise and accountability are fundamental to our service ethos. Each new product added to our portfolio undergoes rigorous technical onboarding to cultivate in-house subject matter experts, enhancing the value we deliver to customers. In cases requiring vendor escalation, typically for software bugs or feature requests, we demonstrate our commitment and capability by managing the majority of service tickets and requests in-house. We take pride in our flexibility, adhering to necessary processes outlined in our ISO/IEC 20000 accreditation while striving to exceed customer expectations. By default, new customers are provided with our Bronze support package at no additional cost, however we can discuss increasing this if required. Pricing is based upon a percentage of the list price of the equipment in the solution. We also report on a tighter, internal measurement of SLO (Service Level Objective). This is a service goal which Britannic set above the contractual SLA measure. We are fully transparent with our customers regarding our performance against this measure.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Five9 has extensive experience in training clients on the roles and responsibilities needed to use our offering. Our training programs are designed to provide clients with the knowledge and skills necessary to manage and maintain the Five9 platform effectively. Five9 employs a "train-the-trainer" methodology during the implementation process, to create knowledgeable subject matter experts within your own employee pool. Time ranges fluctuate based on the mix of products and services packages purchased. Training is completed via web sharing sessions and can be delivered on-site for an addition fee. Online training courses teach learners the basics of using applications such as the Administrator, Agent, Supervisor, and Reporting, and are available to all customers for free from Five9 University in the Customer Support portal. Five9 provides access to online user manuals for all customer-facing systems, publishing user guides, and other documentation that covers operation, architecture, and contact centre administration. Five9 also supplies its customers with a library of "Quick Reference Guides" to be used by customers, their training departments, or for business users to create customized run books for users to incorporate within their contact centre or sales operational materials.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: The Five9 service offers our customers multiple self-service methods to extract data, including offloading of call recordings using SFTP.
• End-of-contract process: Five9 will disable your domain when you disable the service and purge the data per our data retention schedule located at https://www.five9.com/dataretention. Additionally, at the end of a business relationship, Five9 commits to securely delete all the data in your domain using pre-existing secure erasure script as defined by our data retention schedule or upon your request.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: WCAG 2.1 A
• Description of service interface: The Five9 Contact Centre is managed from a single agent desktop which is accessed through a web browser. This desktop is the single location for all tasks which the agent requires. The functionality from the agent desktop can be pushed in to any number of other Systems of Record / CRM systems to reduce the number of competing interfaces which an agent must access in order to successfully carry out their role. These API driven integrations reduce double keying, eliminate errors and help drive additional ROI
• Accessibility standards: WCAG 2.1 A
• Accessibility testing: N/A
• API: Yes
• What users can and can't do using the API: Using the API The Five9 solution natively supports an inbound, outbound, and blended contact center with fully integrated IVR, ACD, dialer, CTI, real-time monitoring, reports and interaction types such as voice, email, chat, and video, SMS, Workforce Management, and Quality Assurance. Five9's open web services APIs and configurable connectors enable integration to a large variety of external systems. Pre-integrated solutions include Salesforce, Oracle Service Cloud, NetSuite, Velocify (Leads360), Microsoft Dynamics, ServiceNow, and Zendesk CRM platforms. The Five9 solution is developed as an open platform, providing rich open APIs and SDKs that allow partners and customers to integrate with and extend the solution, along with our commitment to developing and leveraging open standards such as SIP and MRCP for our voice communication protocols, TCPA adherence options for compliance, SNMP for system monitoring, SMTP for email as a contact center channel, SOAP and REST methods for APIs, and HTML5 for our Agent Desktop Plus interfaces.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: The possibilities are endless with Five9 API's; Customise the agent desktop / experience. Push the functionality to a new system of record and deliver screen pop / data dip.; Five9 provides a rich omnichannel experience but expect customers to have trusted 3rd parties and individual requirements which need to be delivered through the platform.; Reporting – Five9 puts the customer in charge of the MI and so data can be extracted and manipulated howsoever is deemed appropriate.

Scaling

• Independence of resources: Customers can not affect other customer domains and there is no way to over-use resources that would affect other domains. Each customer has dedicated resources built on a hyperscale infrastructure that can rapidly expand as business needs require. The Five9 platform architecture is designed with enough capacity for all our customers to increase volume by 233% at any point in time, plus the flexibility to move and/or add additional resources. Five9 actively manages and monitors the capacity of our domains with a 7x24x365 Network Operations Centre.

Analytics

• Service usage metrics: Yes
• Metrics types: Service Interactin Reports showing tickets raised and time to resolution.; Usage Report tracking charges during the period.
• 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: Five9

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
• 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: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Physical access control, complying with CSA CCM v3.0
• 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: The Five9 solution allows multiple data exports for users with permission to export data, including recordings, agent chat, 150+ standard reports, and custom reports. Reports can be extracted in HTML, PDF, SCV, Excel, or RTF. Call recordings can be exported as WAV files with associated metadata. Additionally, bulk exports can be scheduled to SFTP call recordings to your SFTP server.
• 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: 99.999% uptime SLA; Service credits are provided to the value of 3.5% of the monthly service charge should this SLA not be met, per day up to a maximum of 100% of the monthly service charge for each month impacted. The service credits will be refunded to the customers account and notification provided.
• Approach to resilience: Geographic Redundancy automatically replicates all data in real time between the primary data centre and the backup data centre. The primary data centre domain is pre-configured with information about its replicated domain in the backup data centre. This information is used by the Agent application and by the failover features of the platform to re-route calls when failover is executed. Five9 Geographic Redundancy acts as a primary/primary architecture and replicates data via VPN in real time between Five9 co-location facilities. The RPO is near zero. The RTO is within 15 minutes of technical diagnosis of a telecommunications outage or disruption.
• Outage reporting: Five9 provides real-time system status and access to all our clients via our customer portal (access requires authentication), as well as both email and IVR options for real-time customer notification of service events. The portal also allows a customer to configure automatic text and email notifications of system disruptions.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Management interfaces are securely accessed via password control aligned to user profiles and privileges. Access to support channels is restricted to agreed named contacts within our customers - which are recorded on our CRM system - to ensure they have the authority to contact us for support and corresponding management control.
• 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 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: 08/04/2020
• What the ISO/IEC 27001 doesn’t cover: Third party suppliers who do not directly impact the Britannic Information Security
• 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 22301 Business Continuity

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: Britannic Information Security is supported by ISMS framework of approved, communicated and published policies and procedures that includes all legal, physical and technical controls. Britannic Information Security Policy as well as all other ISMS policies and procedures apply to all Britannic employees, while 3rd party management is governed by Britannic 3rd Party Information Security Compliance Policy and annual suppliers reviews. Our management processes have been aligned to ISO/IEC 27001 and include (but are not limited to): Network Management, IT, Operations Security, Projects, Access Control, Suppliers Management, Asset Management, Human Resources Security. Due to evolving nature of information security, all Britannic management processes are frequently reviewed to ensure Britannic remains in compliance with relevant legal and regulatory requirements of ISO/IEC 27001 and guidelines of ISO/IEC 27002. All ISMS Policies and Procedures have been approved by Britannic CEO and Information Security Management Forum, made up of members of the Senior Management Team. Britannic Information Security Management Forum carries an annual review of Information Security Policies and Procedures which can be also reviewed at other times as dictated by operational needs.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Five9 has rigorous change and release management processes in place to protect the confidentiality, integrity, and availability of our systems and software. Our Change Management Policy requires operational discipline and quality control for all changes to Five9 information systems. The policy requires communication; the documentation of process workflows and personnel roles; and the alignment of tools, where appropriate. Five9 maintains and continually updates our hardware and software inventories.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We have implemented vulnerability management process fully compliant with ISO 27001:2013. ; In order to identify potential threats we have:; - compiled an inventory of assets connected to our network; - identified critical systems and at-risk systems; - established timely and scheduled patch management process; - established a process ensuring programs and apps run the latest software versions; - established remediation timelines; We review and classify all vulnerabilities and associated threats on a regular basis as well as rate risks according to our stated risk categorisation and assign a remediation timeline to each risk.; We conduct a regular vulnerability testing/scanning process.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Britannic have implemented protective monitoring as a part of our risk management strategy. We collect and analyse log and event data which allows us to detect and promptly alert on operational and security issues related to a wide range of compliance and risk concerns. As a result, we obtain information required to allow us to respond to incidents in a timely manner and to establish sufficient internal security controls for ongoing compliance with ISO 27001:2013 requirements.
• Incident management type: Supplier-defined controls
• Incident management approach: Britannic have a well defined process for managing and updating incidents. ; Customers are invited to log incidents via phone, email or online portal; Britannic will respond within SLA/SLO. During a critical or major incident, Britannic will invoke our major incident management process which delivers regular updates to key stakeholders and is only closed once a full RFO is delivered.

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
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  As an integral component of our environmental strategy, our dedication to sustainability encompasses multiple facets, spanning from our office practices to our data centre operations. At the core of our commitment lies our conscientious approach to recycling.; Within our office premises and across our datacentres, recycling initiatives are rigorously implemented. Specifically, within our datacentres, dedicated recycling collection points are established to ensure the proper disposal of all equipment packaging. This meticulous process is not only compliant with regulations but also aligns with our values of environmental stewardship.; For Britannic, our environmental commitment is not in place solely to adhere to compliance regulations, we want to play our part in fostering a greener future. Through comprehensive recycling initiatives, responsible disposal practices, and strategic partnerships, we endeavour to lead by example in championing sustainability across all facets of our operations.

  Equal opportunity

  The company is strongly dedicated to promoting diversity and inclusion across all areas of our business operations. The following is a summary of our policies, practices, and activities that support diversity and inclusion: ; Recruitment Policies & Practices: ; - Equal Opportunities Policy: We have a comprehensive Equal Opportunities Policy in place that ensures all individuals associated with the company are treated fairly and without discrimination. This policy complies with anti-discrimination laws, protecting against discrimination based on protected characteristics such as age, disability, gender, and more. ; - Recruitment Practices: Our recruitment processes are designed to prioritise merit and eliminate any form of discrimination. We use gender-neutral language in job advertisements, and our interviewers are trained to avoid asking discriminatory questions. We also ensure that our vacancy advertisements are widely disseminated to reach a diverse section of the labour market, promoting equal opportunities. ; - Equality Monitoring: We actively engage in equality monitoring by voluntarily and anonymously collecting data on various aspects, such as ethnic group, gender, disability, sexual orientation, religion, and age. This data helps us identify underrepresented or disadvantaged groups within our organisation and informs our diversity and inclusion initiatives. ; ; Our policies and practices demonstrate a clear commitment to enhancing diversity and inclusion in recruitment, internal development, and customer-facing service delivery. We continuously monitor and improve these initiatives, ensuring that diversity and inclusion are not just policies but integral parts of our organisational culture.

  Wellbeing

  Britannic are deeply committed to generating social value through our holistic approach to employee wellbeing and community engagement. We understand that fostering a supportive and empowered workforce not only benefits our employees but can make a positive impact on the local community.; Private Medical Coverage: Our provision of private medical coverage, including mental health services, ensuring that our employees have access to essential healthcare resources. By prioritising mental health, we contribute to reducing the stigma around these issues and promote overall well-being.; Birthday Leave: We believe that personal milestones are worth celebrating, and granting a day off for birthdays is a small way to show our appreciation for our employees. This policy enhances work-life balance, allowing individuals to spend quality time with loved ones and nurture personal relationships.; Volunteering Day: Our dedication to social value extends beyond the workplace. We offer our employees the opportunity to take a volunteering day, empowering them to give back to their communities. This not only strengthens our employees' sense of purpose but also creates a positive ripple effect by supporting various charitable causes within the local community.; Personal Training and Development: We actively encourage personal training and development initiatives. By investing in our employees' growth, we not only equip them with valuable skills but also foster a culture of continuous learning and innovation.; Extending Social Value to Clients: We actively seek to provide social value to our clients, through volunteering days, seminars, conferences, workshops, training assets and wellbeing portals.

Pricing

• Price: £40 to £91 a user 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 jcambpbell@btlnet.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.