GCI Network Solutions Ltd

Cisco Webex Connect by Nasstar

Webex Connect is an Enterprise Cloud CPaaS (Communications Platform as a Service) platform that enables businesses to orchestrate and automate contextual, real-time interactions with their customers via digital channels including SMS, RCS, Email, Video, WhatsApp, Facebook Messenger. Webex Connect also offers live agent conversation capabilities and integrations with other systems.

Features

• Centralised orchestration of customer interactions across 16+ channels.
• Rapidly build, test and launch using the Low Code environment.
• Full visibility into customer communications with real-time reporting.
• Visual flow builder, Email Composer, Template Management.
• Global connectivity for international SMS and voice routes.
• Flexibly integrate over REST/SOAP APIs, message queues, FTP/sFTP.
• Intuitive User Interface, dashboards, and reports.
• Future-proof with new channels added as they emerge.
• APIs to send and receive communications including rich messaging.
• Omni-channel contact centre software with unified management of all channels.

Benefits

• Deliver joined-up customer experiences.
• Build multichannel customer journeys significantly faster.
• Reduce customer service and support costs through self-service automation.
• Improve customer engagement with intelligent, context-aware messaging.
• Natural Language Processing and Artificial Intelligence for conversation automation.
• Easily test, deploy, and make iterative changes to your workflows.
• Improve efficiency by seamlessly blending inbound and pro-active engagement.
• Build and manage comprehensive customer profiles.
• Maximize response rates using features such as geofencing & smartlinks.
• Seamlessly integrate enterprise applications.

£3,000.00 a licence a month

• 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 tenders@nasstar.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

906676422287057

Contact

Mike Ayres
03450030000
tenders@nasstar.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: Webex Connect is an omnichannel communications workflow and orchestration platform and complete suite of omnichannel contact handling software which can be used standalone, or as an add-on to the following applications which together form the CPaaS Suite - Webex Notify, Webex Campaign, Webex Assist and Webex Contact Centre.
• Cloud deployment model: Public cloud
• Service constraints: None.
• System requirements:
  • Internet connectivity
  • Web browser

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: 15 minute response time.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Customers can optimise their Webex Connect experience with Nasstar's comprehensive support.; ; • Deep Implementation Knowledge: Access highly skilled engineers who understand your specific Webex Contact Centre setup, integrations, and configuration. This personalised approach is crucial for complex deployments involving multiple technologies. Cisco Vendor support is provided as a 4th line of support accessed through Nasstar.; • Multi-Tiered Support Options: Nasstar offers a 24/7/365 core support service as the foundation. This can be enhanced with additional options like change support via service credits, on-site consultancy, and more frequent service reviews.; • Dedicated Account Management: A dedicated Account Manager and Service Delivery Manager ensure a smooth and responsive support experience.; • Continuous Optimisation: In collaboration with Cisco, Nasstar conducts regular update, innovation, and roadmap sessions to maximise platform benefits and user adoption.; ; This comprehensive approach ensures customers receive the ongoing support needed to optimise their Webex Connect experience and achieve maximum value.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Customers can expect a smooth onboarding experience with a dedicated success team that tailors documentation to their specific needs. This includes user communication plans, training materials, and quick start guides. Regular check-ins ensure performance is on track, with comprehensive reports provided.; ; Training is prioritised to maximise user adoption from the outset. This may include introductory sessions, success planning meetings, and quarterly reviews. Additional, customised training packages are available.; ; Cisco also offer comprehensive online resources, including user guides, videos, and other content for customers to consume at their own pace.; ; Overall, this collaborative approach ensures a seamless transition and ongoing support to empower users and maximise the value of the solution.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Upon contract termination, a comprehensive off-boarding process guarantees data security and regulatory compliance. User access is revoked, and all data is securely erased to ensure operational efficiency. Customers retain access to reports through the management portal until the official contract end date. To facilitate data preservation, they receive timely notifications and clear guidance on extracting necessary reports prior to termination. Additionally, customers have the flexibility to access, retrieve, and download authorised data before the contract expires, allowing them to retain this information for offline use after the agreement concludes. This comprehensive approach ensures a smooth transition and protects both data security and customer needs.
• End-of-contract process: In recognition of evolving business needs, customers are offered the opportunity to extend their contract term prior to its expiration. To facilitate a smooth renewal process, we kindly request that customers communicate their intent to extend the service and/or contract options at least 60 days before the scheduled termination date.; ; For customers who choose not to renew, a 30-day cancellation notice is required at the end of the contract term. Should the contract reach its natural conclusion without a prior renewal request, Nasstar will initiate our standard offboarding process, as outlined within the contract agreement. This process ensures the secure and compliant deletion of all customer data following the official contract expiration.; ; This structured approach guarantees a seamless transition for both renewing and departing customers, while prioritising data security and adhering to contractual obligations.

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: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The service interface is accessible through web based GUI. Depending on the role, users will be able to access below features:; 1. Service creation, management & flow configuration; 2. Reports & Dashboards; 3. Service Logs; 4. Configure assets and integration details; 5. Online documentation, Knowledge base and sample code.; ; For Live Agent Conversations, users can manage:; 1. Agents, groups, teams and skills; 2. Inbound contact queuing, routing and channel assets; 3. IVR and BOT automation and messages; 4. Outbound campaign and proactive contact strategies; 5. Reports, dashboards, report scheduling; 6. Contact recordings, live agent monitoring, quality scoring; 7. User-interface customisation
• Accessibility standards: None or don’t know
• Description of accessibility: Cisco provide the following product accessibility template (PAT) that is product tested against Windows 11 using JAWS screen reader. The PAT covers a number of accessibility options for the solution;; https://www.cisco.com/c/dam/en_us/about/responsibility/accessibility/downloads/vpats/VPAT_Cisco_Webex_Connect_v6-2-0.pdf.
• Accessibility testing: N/A
• API: Yes
• What users can and can't do using the API: Webex Connect includes a comprehensive library of REST APIs and full documentation is available upon request. The onboarding process includes the agreement and documentation of all service deliverables, including the identification of appropriate APIs. As part of this process we will also provide best practice recommendations on accessing and consuming the data from the API library. The services are designed to make configuration and customisation as simple as possible with intuitive interfaces which use drag and drop, ‘low code’ tools. This means that users do not usually need to interact directly with the APIs themselves. However, users with the relevant administrative permissions are free to access the APIs and make changes to the ways that the data and functionality delivered via the APIs is consumed. Furthermore, users with relevant permissions can access the API Hub to access resources exposed in a secure way using Oauth 2.0 standards.; ; Live Agent Conversations module exposes the following API resource along with appropriate HTTP endpoints with the ability to manage granular permissions; 1. Queues; 2. Agent Groups; 3. Users; 4. Chats; 5. Campaigns – Outbound Voice and Proactive SMS outreach.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Through solution design and the rich set of APIs, Webex Connect can be used as a platform for customised usage.; ; Levels of customisation available are:; 1) Workflows through drag and drop workflow builder - Different use/cases, business flows can be built as per business need or use case using visual drag and drop flow builder, which offers 30+ nodes to enable rapid orchestration and automation of end-to-end flows.; 2) Custom node - Webex Connect offers the ability to configure reusable integrations with any REST/SOAP API compliant system using custom node integration features.; 3) Channel assets - buyers can choose to select various channels assets like short codes, keywords, long codes, landline numbers etc. we have tie-ups with multiple telecom operators in the UK.; 4) Customised reports and analytics; ; For the Live Agent Conversations module, the following customisation is possible:; ; 1. Agents, groups, teams, and skills; 2. Inbound contact flows, queuing, routing, and channel assets; 3. IVR and BOT automation and messages; 4. Outbound campaign and proactive contact strategies; 5. Reports, dashboards, and report scheduling; 6. Contact recordings, live agent monitoring and quality scoring; 7. User-interface and dashboard customisation

Scaling

• Independence of resources: The platform boasts a robust and scalable architecture, specifically designed to meet the demanding needs of large organisations. This enterprise-grade solution leverages Webex's globally recognised infrastructure, renowned for its world-class security, scalability, and reliability.

Analytics

• Service usage metrics: Yes
• Metrics types: Webex Connect offers access to dashboards and reports, which contain aggregate data across all services, assets, and channels. Key features include:; • Descriptive analytics; • Goal tracking; • Sankey charts; • Segment analysis; • Node-level analytics; • Time-bound analysis; Customised reports can also be provided.
• 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: Cisco

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: European Economic Area (EEA)
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Data can be exported using APIs.
• Data export formats: CSV
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • JSON
  • XML

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: 99.95%
• Approach to resilience: Available on request.
• Outage reporting: Available on request.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Every user has a unique username and password that they need to enter to login and access the service. Webex Connect also supports integration with Single Sign on (SSO) over SAML. Each user is configured with a set of permissions that restrict access to management information and support channels as required.
• Access restriction testing frequency: At least once a year
• Management access authentication: Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: United Registrar of Systems
• ISO/IEC 27001 accreditation date: 14/06/2021
• What the ISO/IEC 27001 doesn’t cover: The Registered Scope is as follows: Information security management system for the delivery of communications and associated technologies, products and services provided by the Group. The scope also covers the supporting functions within Nasstar Group Services and activities carried out at Data Centres and Switch Sites throughout the UK including Hull, Reading, Bristol and Leeds in accordance with the Group Statement of Applicability Issue 7, dated December 2014.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: SAQ-D self assessment
• PCI DSS accreditation date: 12/05/2023
• What the PCI DSS doesn’t cover: Nasstar’s PCI self-assessment covers all aspects of its Live Agent and IVR payment solution used by our customer to transit card payments from their customer to their merchant banks / payment service providers in a PCI compliant manner.; ; Only the Live Agent and IVR Payment solutions, which are run on dedicated infrastructure is in scope of the PCI compliance.
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • ISO27018
  • PSN
  • ISO20000
  • ISO27017
  • CISPE Code of Conduct Certification

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: Nasstar's approach to Security forms part of our overall Integrated Business Systems Management scheme. The Company Secretary is responsible at Board level for Information Security and ensuring that our ISO/IEC 27001 accreditation is maintained and enforced. The Information Security policy is a top down approach within Nasstar with Business Areas having responsibilities for Information, Network and Customer Data relating to their operational areas. The policies and procedures define access restrictions to all of our IT systems, networks and stored data. The practical policies and processes start with our Integrated Business Management Systems Manual which defines the Information Security Management system as a key part of our business. The Information Security Awareness process requires that all staff and contractors are periodically trained and assessed on their familiarity with Nasstar's ISO27001 Information Security policies and processes. Individual contracts and services will have a specific Security Plan defining the specific measures which will apply to the contract or service. All employees are responsible for Information Security and are trained in reporting suspected breaches to our IMS team who will identify risks and actions to minimise any such breaches.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Customers may raise a service change request via the support process, this will then be tracked via ticket number for visibility. Either Nasstar, or the customer will prepare a change request document, describing the nature of the change, the reason for the change, and the effect of the change on the solution.; If both parties agree to implement the change request, and subject to commercial agreement, the change will be accepted via the sign off of the change request form.; Nasstar will engage with the customers change process where required in order to schedule and manage the change.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Cisco takes a proactive approach to vulnerability management for its cloud software and services. Leveraging its industry-leading position in cybersecurity, Cisco directly manages and controls all aspects of vulnerability management within its cloud offerings. This ensures the highest level of security and protection for customer data.; ; Cisco's commitment to vulnerability management is further underscored by the capabilities of its globally recognized Security Intelligence and Research Group (TALOS). TALOS plays a pivotal role in identifying, researching, and mitigating potential security threats. Furthermore, Cisco's Product Security Incident Response Team (PSIRT) operates on a 24/7 basis to actively respond to security incidents.; ; https://tools.cisco.com/security/center/resources/security_vulnerability_policy.html
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Cisco employs a wide range of security management practices to provide a secure and reliable service to customers. All traffic passes through industry-leading infrastructure to protect against a suite of application attack vectors. Predefined processes & procedures can be obtained upon request.
• Incident management type: Supplier-defined controls
• Incident management approach: All incidents and service requests are raised through Nasstar’s support team, where a unique ticket reference is provided and the incident is tracked with a full audit trail from initial contact through to resolution.; ; Customers can report incidents through email or telephone, with telephone recommended for urgent or high-priority incidents, enabling the most effective response.

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  Nasstar is committed to creating innovative Technology with a positive impact. From March 2020 – 2021 we delivered 323,582 virtual consultations, significantly reducing travel emissions and admin that comes alongside this. We encourage the adoption of Microsoft Teams, making remote-first working the norm. We actively promote Cloud-based software – serverless software that ensures less heat and noise pollution.; ; Nasstar encourages re-use and recycle programmes, we ensure all equipment is fixed, re-used or ethically recycled, ensuring longer-lasting technology amongst our people.; ; Nasstar also promotes Greener Offices, including paperless working, LED lighting, energy-efficient computer savings, no single-use plastics.; ; In reducing our Environmental impact, Nasstar is committed to becoming Net Zero in accordance with government guidelines.; ; Working from home is actively encouraged across our employee base.; ; We maintain a formal Environmental Policy and operate an Environmental Management System (EMS) aligned to the ISO14001 - and compliant with SECR (Streamlined Energy Carbon Reporting) and ESOS (Energy Savings Optimisation Scheme). Based on our EMS policy we routinely fulfil the key aims within the social value agenda (MAC 4.2- Influence environmental protection and improvement). As part of our Social Value Commitment, this product offering will also be integrated into the company's Continuous Improvement Plan and will be scrutinised to identify, monitor, measure and achieve the MAC 4.2 measures. We are targeting a further reduction in emissions of greenhouse gases arising from the performance of the company, measured in metric tonnes carbon dioxide equivalents (MTCDE), by at least 2.5% during the life of this contract. In addition, our EMS governs our approach to the way we continue to mandate staff, suppliers, customers and communities in this regard - and we monitor performance on supporting environmental protection and continuous improvement.

  Covid-19 recovery

  As a remote working solutions communications provider, Nasstar has assisted customers in enabling thousands of employees to operate safely, securely and reliably from their home premises during COVID-19 lockdowns. Furthermore, we have continued to advise and enable thousands of end-users to adopt a hybrid model of work, taking advantage of both COVID-secure office workspaces and the benefits of remote operations.; ; We have evolved our hybrid working policy to improve conditions and productivity for our own employees. Our policy continues to guide the minimising of transmission by managing attendance in physical office spaces. Our office spaces provide assurance that Nasstar has put in place specific measures to mitigate the transmission of COVID-19 in accordance with government guidelines and continue to implement social distancing arrangements, improved sanitising/cleaning of workspaces and have included strict testing regimes to ensure the risk of spreading infection was well mitigated.; ; Within our workforce we are committed to protecting the most vulnerable from COVID-19, with support to both those who are personally shielding and those whose family members/close contacts require shielding. Enhanced sick pay and flexibility for care arrangements enable our team to deal with some of the practical challenges COVID-19 present and continue to pose to us all, without undue fear of financial penalty or other restrictive situations. Employees have access to mental health first aiders and an Employee Assistance Programme, to further reduce reliance on public services.

  Tackling economic inequality

  To positively influence economic equality, we firstly ensure we deliver quality services to a growing customer base. This puts us in a strong position to grow our employee base, extending opportunities and enhancing economic equality through job creation and additional training opportunities.; ; We take an active interest in our customer’s end customer and local community, seeking to help add value where we can. We are able to share value beyond the contract’s prescribed services by offering our technical/commercial insights through lectures, talks, webinars, roundtables etc to the community. In particular, members of Nasstar are able and experienced in running community education sessions on topics ranging from career guidance to technology-specific workshops including IT adoption/education.; ; We are keen to support early career development and access within the IT/Telecoms space and utilise apprenticeships, work placements, internships and graduate opportunities in order to encourage future growth within the industry.; ; We can partner locally to do this by:; • Linking with local schools and colleges to enable interested young people to attend our sites and undertake work experience either in our offices or by shadowing technical field staff.; ; • Offering graduate/internship opportunities to local university students to experience technical projects, enabling them to put theory into practice and to gain vital work experience to gain permanent positions post-graduation.; ; • Providing apprenticeship opportunities, both administrative and technical and at varying entry skill/experience levels.; ; • Undertaking to increase these placements when large contracts are won, aligned to the public sector social value guidelines, in order to share and improve our social contribution to local communities.; ; In contrast to an industry where profit maximisation is traditionally motive (the private obligation), Nasstar believes that driving and fulfilling social value (the public obligation) is an integral part of any modern contractual relationship.

  Equal opportunity

  Nasstar actively promotes a culture of fair and equal treatment. Our ethos values people’s differences and how they help everyone achieve more at work as well as in their personal lives. Our desire is to operate a business every person in society can feel proud to be an important part of. We are committed to providing a working environment that is responsive to different cultures and groups, where everyone has an equal chance to succeed and in which all employees are treated with respect and dignity.; ; In 2021, Nasstar sponsored the ‘Agile Angel’ category at the DevelopHER awards. The DevelopHER awards are designed to raise the profile of women in technology, creating role models to inspire the next generation to become developers, technicians, project managers, testers and digital experts. Organised by SyncDevelopHER, the awards aim to promote gender equality in the technology industry through celebrating success.; ; In 2022 we are committed to implementing a variety of pledges and covenants that demonstrate our objective of widening opportunity and representation in our business. These include the Disability Confident Scheme, Mental Health at Work Commitment, Armed Forces Covenant and the Equality and Human Rights Commission’s Working Forward community.; ; In 2022 we are seeking to expand representation across our business by adding recruitment advertising in equal opportunities-specific resources such as Women in Technology.; ; Our aim is to employ and retain individuals who embrace our inclusive culture, positive work ethic and have enthusiasm to join Nasstar on our journey of growth. Our goal is to create a workforce of the future within our sector, full of a genuine cross-section of society and all protected characteristics.

  Wellbeing

  Nasstar’s Wellbeing policies are aligned to the UK Government’s Good Work Plan (satisfaction, fair pay, participation and progression, well-being, safety and security, voice and autonomy). We believe these work together to provide a healthy and engaging work environment. A selection of relevant commitments/policy positions are provided below:; ; • Our Health and Safety, Stress Management and Mental Health strategies include giving access to an Employee Assistance Programme, and in having trained Mental Health First Aiders who run a virtual community where employees are able to discuss any concerns with a trained individual. We proactively promote this, to demonstrate there is no stigma in our business around this subject.; ; • We believe in providing a working environment where our people can do their best work and feel positive about the contribution they make to our success. We implement multiple initiatives that help provide a motivating workplace including regular performance reviews, setting/achieving personal objectives and being recognised by managers for delivering good work.; ; • Our Personal Development and Training Policy and Procedure outlines our commitment to providing job and career development for all employees, including opportunity to have a Personal Development Plan (PDP) and access to external courses/training.; ; • We provide our team with opportunity to give back to their communities, recognising the importance of personal interests in and recognising wider ethical causes in supporting the wellbeing of our team and local communities. This includes an annual charity elected by employees for donations and sponsorship events and donations of volunteer days for employees to be able to contribute working hours to worthy community / charitable causes.; ; • We provide awareness training for our managers on a variety of topics that help to develop a motivating and safe environment where all employees can thrive and succeed.

Pricing

• Price: £3,000.00 a licence a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: 3 month free trial available with full functionality with limited number of licenses.

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 tenders@nasstar.com. Tell them what format you need. It will help if you say what assistive technology you use.