I.P. INTEGRATION LIMITED

ElasticCX Contact Centre as a Service (CCaaS)

ElasticCX CCaaS is a scalable, cloud-based contact centre platform on Microsoft Azure, offering omnichannel communication, advanced call routing, real-time analytics, and AI-driven features. Built on resilient microservices architecture, it ensures 99.99% uptime, UK data sovereignty, and seamless integration with CRM and WFM tools, delivering efficiency, customisation, and superior customer experiences.

Features

• Omnichannel Engagement: Inbound and Outbound Voice, Email, SMS, Webchat, Social
• Voice and digital bots for automation
• Reporting. Comprehensive Real-Time and Historical reporting with wallboards
• Speech enabled Interactive Voice Response with AI capabilities
• Preview and progressive dialler for outbound campaigns
• Speech/Text Analytics with AI powered transcription, summarisation and sentiment
• Automated callback both scheduled and place in queue
• CRM and Application integration via open APIs
• SIP trunking and call costs included in license
• Managed service included in license cost

Benefits

• Personalised customer journey across all voice and digital channels
• Automation of menial tasks to improve agent efficiency
• Enhanced reporting, real-time insights, historical trending, current trends, performance tracking
• Understands speech, personalizes responses, automates routing, reduces wait times
• Proactive outreach to automatically engage with customers
• Empower agents with AI-driven transcription and smart wrap-up
• Optimise business decisions using actionable analytics and sentiment detection
• Access real-time dashboards for instant performance insights with business metrics
• Create personalised workflows via API-first architecture integrations
• Quickly scale contact centre operations during peak demand periods

• Free trial available

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 ccs.ipi@ipintegration.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

948145139809874

Contact

Ritchie Butters
07498 483758
ccs.ipi@ipintegration.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Customer service
  • Contact centre
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: ElasticCX CCaaS requires reliable internet (20 Mbps down/5 Mbps up, low latency), supported hardware/software, and client engagement. Desktops must run Windows 10+ or macOS with 8 GB RAM minimum (16 GB recommended), 16GB is mandatory for screen recording, 100 GB disk space, and latest Chrome or Edge browsers with TLS 1.2+. Mobile apps support iOS and Android 10+. Clients must provide configuration details, designate technical contacts, and participate in workshops, testing, and training. Integration with CRM or UC platforms may be needed. A clear understanding of business goals, objectives and outcomes are essential for successful deployment.
• System requirements:
  • Processor: Dual-core CPU (2.5 GHz or higher recommended)
  • Memory: Minimum: 8GB. Recommended: 16GB. Mandatory: 16GB with screen recording
  • Web Browser: Chrome, Microsoft Edge Chromium
  • Internet Connection: Minimum: 25 Mbps download / 5 Mbps upload
  • Headset: USB or wired headset
  • Firewall Configuration: Specific ports and services must be allowed
  • Screen Resolution: Minimum: 1024x768 (especially for Workforce Management tools)
  • Operating System: Windows 10/11. MacOS. 64 Bit OS is required.
  • JavaScript Enabled: Required for web-based applications

User support

• Email or online ticketing support: Yes
• Support response times: All user support is provided via online ticketing portal or email at no extra cost. Critical (Severity 1) and Major (Severity 2) incidents are supported 24/7, with technical engineering responses within 30 minutes and 1 hour respectively dependent on priority. We respond to questions (Service Requests) within 1 to 4 hours during UK working business hours only. At weekends and bank holidays, high severity incidents are responded to via engineering however all Service Desk contact is monitored/acknowledged 24/7 with a ticket reference and is assessed for Priority and triaged to the correct engineering team by dedicated Service Desk.
• 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: IPI provide tiered support service underpinned by SLAs. Incident response times vary by severity. This service is included in the license fee.; ; Critical (P1): 30-minute response, 4-hour restoration, 24/7 coverage.; High (P2): 1-hour response, 8-hour restoration, 24/7 coverage.; Medium (P3): 4-hour response, 12-hour restoration, business hours.; Low (P4): 4-hour response, 5-day restoration, business hours.; ; Service requests (e.g., configuration changes) are handled via Service Tokens, purchased in advance. Activities are categorized as Basic (30 mins), Complex (60 mins), or Advanced (180 mins). Additional bespoke work may require a Statement of Work.; Costs: Support is included in the managed service; Service Tokens and optional add-ons (e.g., AI features, integrations) are chargeable. On-demand user bursts incur extra fees billed monthly in arrears.; Account Management: We provide a dedicated Service Desk operating to ITIL standards, with escalation to engineering teams. While the document does not explicitly mention a “Technical Account Manager” or “Cloud Support Engineer,” clients receive proactive incident management, RCA reports for Severity 1 issues, and access to a portal for ticket tracking.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: IPI delivers a seamless onboarding experience through a structured, consultative approach designed to set clients up for long-term success. Our process emphasizes governance, technical enablement, and user adoption from day one. It begins with a formal kick-off meeting where we align all stakeholders on roles, responsibilities, timelines, and measurable success criteria. This ensures clarity and collaboration across the project.; A dedicated team—including a Customer Success Manager, Service Delivery Manager, Account Manager, and certified technical specialists—guides clients throughout the entire lifecycle. Training is highly tailored and role-specific, delivered through interactive online sessions, train-the-trainer programs, and optional on-site workshops for hands-on learning. To reinforce knowledge, we provide comprehensive documentation such as a Customer Detail Workbook and an Operations Manual.; Technical readiness is achieved through in-depth workshops, configuration, and rigorous testing phases (SIT, SAT, UAT), followed by hypercare to guarantee stability during go-live. Our commitment extends well beyond the initial 90 days, with ongoing monthly service reviews, quarterly business reviews, and real-time dashboards offering full SLA visibility. This proactive approach ensures continuous improvement, operational excellence, and maximum value from your investment.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats:
  • Links to html based web resources
  • Training materials and product service descriptions
  • PowerPoint .ppt presentation training materials
  • Mp4 and .wav training materials
• End-of-contract data extraction: At contract termination, clients are given secure access to export all their data, including call recordings, interaction logs, and configuration details. Data is delivered in agreed formats such as CSV files or encrypted archives via secure transfer mechanisms. We also offer technical assistance for migration to a new platform if required. Once data export is confirmed, user accounts and administrative access are deactivated, and all residual data is purged in compliance with GDPR and ISO 27001 standards. Clients receive a final service report and confirmation of data deletion as part of the handover process.
• End-of-contract process: When a contract ends, clients initiate the off-boarding process by providing written notice as per contractual terms. We then conduct a formal off-boarding kick-off meeting to confirm timelines, define data migration scope, and agree on roles and communication channels. A detailed transition plan is documented, including milestones and dependencies.; Clients receive secure access to export all relevant data—such as call recordings, interaction logs, and configuration details—in agreed formats (e.g., CSV or encrypted archives) via secure transfer mechanisms. Technical assistance for migration to a new platform is available if required.; Once data export is confirmed, we deactivate user accounts and administrative access in a controlled manner, revoking MFA and SSO credentials. All residual data is purged in compliance with GDPR and ISO 27001 standards.; Finally, clients receive a comprehensive handover package, including a Final Service Report, confirmation of data deletion, and updated closure documentation. Optional support, such as short-term hypercare or consultancy for migration strategy, can be provided to ensure a smooth transition. This would be charged per the professional services rate card in the pricing document.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: The ElasticCX product documentation is provided to customers in a standard format of Word or PDF documents, these are structured and contain Heading and Paragraph styling to be screen reader/assistive technology compatible and then can be opened and viewed according to the end users viewing preferences.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Elastic CX offers desktop and mobile apps, enabling flexible access for users. The desktop and browser apps deliver nearly complete feature parity with a couple of exceptions. The desktop app uses the computer’s registry and default settings to determine region, prompting manual selection if none is set. The mobile app does not cover all agent functions due to screen size limitations. Status changes synchronise across all apps ensuring consistent user presence. The desktop app supports automatic startup and background operation.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Users interact with the Elastic CX service interface through a unified, web-based UI designed for intuitive navigation and role-based access. The responsive interface provides expandable areas for communications, including voice, chat, email, and video, managed from a navigation bar. Users can search for people, groups, or features, manage interactions and access relevant tools based on their permissions. Agents handle multiple interactions across channels in one window, while supervisors and administrators use modules for reporting, configuration and monitoring. The platform supports custom integrations and real-time data visibility, ensuring efficient and secure management of contact centre operations.
• Accessibility standards: None or don’t know
• Description of accessibility: The ElasticCX platform is compliant from a Usability and Accessibility point of view. Care has been taken to ensure that the User Interface complies to best practice attributes for legibility, readability and comprehension. The UI has also been designed to meet recommended contrast levels, and through the use of an easy an intuitive information architecture, comprising logical user journeys for the platform features ensuring efficiency and reducing 'time on task' for the users workflows. There is an embedded knowledge base for help and support articles and the navigation can be expanded to show text labels.
• Accessibility testing: We don’t currently support or test third party assistive screen reader technology, so we can’t confirm compatibility with ElasticCX, but we understand that as they are browser level supported, they should work with the platform.; ; Our approach is for customer to carry out their own testing to see how it performs for the user in their environment. If any specific compatibility issues are identified, we will look at those in isolation.
• API: Yes
• What users can and can't do using the API: Users can leverage the Elastic CX APIs to extend and customise their Elastic CX environment integrating with external business systems, managing interactions, agents and queues. The API supports key commands such as Get, Put, Patch, Delete, and Post enabling users to set up services, automate workflows, and adjust configurations programmatically. Through the REST API, users can perform tasks such as agent screen pop functionality, data dips for routing, and outbound call generation. Pre-built integrations and webhooks allow for seamless connections with enterprise applications and real-time notifications. Users can export data in various formats for reporting and analytics, and utilise developer resources for efficient implementation.; ; The Elastic CX APIs have limitations defined by thresholds that protect services from abusive or unexpected traffic, encourage efficient use of resources, and safeguard customers from unforeseen usage. Updates to APIs are managed through a product lifecycle, with communication on changes and deprecations. Certain features and integrations may require additional discovery, scoping, or use of packaged solutions. Users are responsible for maintaining compliance with supported versions and managing their own configurations and data integrity.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Elastic CX enables extensive customisation across the platform. Users can customise the appearance and branding of web messaging, agent scripts and SMS campaigns. Administrators can configure chat windows, branding elements and agent scripts with colors, images, URLs and company logos. Bot flows and self-service options are fully customisable via the work flow tool supporting integration with Google DialogFlow. IVR flows, agent scripts and integration points can be tailored using graphical interfaces and minimal JavaScript for embedding Elastic CX capabilities into customer applications. User settings including profiles, presence, phone, call forwarding, queues and preferences are customisable. Developers can further personalise the solution using open APIs. Custom roles and permissions allow organisations to control who can make alterations; typically, Elastic CX admins and developers with assigned permissions manage configurations. IPI professional services can be used for advanced customisation.

Scaling

• Independence of resources: ElasticCX CCaaS delivers consistent performance with a scalable, modular architecture. It uses "bands" for up to 10,000 users, each with dedicated infrastructure, adding bands as needed to avoid contention. Central global resources manage configurations and data efficiently. Redundant servers within each band ensure fault tolerance, with failover across data centres for continuity. Elastic CX's cloud-native design dynamically allocates resources during demand surges, maintaining performance. Its microservices architecture supports seamless upgrades and load adjustments, while tools like voicebots and AI manage peak demand. Our expert teams help strategise for peak events, ensuring service remains unaffected by user demand.

Analytics

• Service usage metrics: Yes
• Metrics types: Elastic CX offers advanced analytics and service metrics, including automated voice transcription, sentiment analysis, topic spotting and acoustic analysis for 100% of customer interactions. Dashboards can be customised with real-time and historical KPIs, such as queue performance, agent metrics, AHT, FCR, sales conversions, and NPS. Analytics APIs and integrations enable data retrieval into external BI tools and data lakes. Supervisors can personalise views, download reports and monitor SLAs. Native AI/ML features provide conversational insights, intent recognition and auto-summarisation. End-to-end monitoring covers platform performance, alarms and alerts, supporting continuous improvement and compliance.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Call Corp (white labelled as Elastic CX)

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: 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: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• 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 SSAE-18 / ISAE 3402
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: All platform data is encrypted using Advanced Encryption Standard (AES) 256. AES encryption is a highly secure method that converts readable data into an unreadable code, protecting it from unauthorized access, even if the data is somehow obtained.
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase
  • Physical Destruction / Hardware containing data is completely destroyed

Data importing and exporting

• Data export approach: Users can seamlessly export their data through Elastic CX’s publicly accessible, secure APIs, designed to ensure flexibility and compliance. These APIs provide robust, authenticated endpoints that allow customers to retrieve their data in a structured JSON or CSV format, supporting integration with external systems or internal reporting tools. The process is fully self-service, enabling organizations to maintain control over their data while adhering to security best practices. This approach guarantees transparency, scalability, and ease of use for all data export requirements.
• Data export formats:
  • CSV
  • Other
• Other data export formats: JSON
• Data import formats:
  • CSV
  • Other
• Other data import formats: JSON

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: ElasticCX ensures robust data-in-transit protection between networks with the following measures:; TLS Encryption: Data in transit is protected by TLS 1.2 or higher, ensuring secure communication channels.; HTTPS Protocol: All web traffic utilises HTTPS encryption, securing data transmitted over the internet.; SIPS: Encrypted signalling data is transmitted between the agent's browser or handset and the platform SIP proxies.; SRTP: Secure Real-time Transport Protocol encrypts media, safeguarding audio communications between the agent's browser or handset and the platform.; These protocols and encryption methods ensure that data remains secure as it travels between networks, thus preventing unauthorised access and maintaining data integrity.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Other
• Other protection within supplier network: IP Integration protects data through multiple security measures.; We deploy Next-Generation Firewalls to monitor and control network traffic, with logs reviewed regularly for integrity. Access control is enforced via secure API interfaces and SIP trunking, ensuring only authorized personnel can configure resources. A dedicated security team, including engineering, cybersecurity, and privacy experts, maintains and updates protocols, holding industry certifications and driving continuous improvement. These combined measures create a robust, compliant security framework that safeguards data across the network.

Availability and resilience

• Guaranteed availability: IP Integration ensures a high standard of service with a 99.99% uptime and availability guarantee, distinguished as one of the best in the Contact Centre as a Service (CCaaS) industry. This commitment means our services are consistently reliable, with minimal disruptions. Our Service Level Agreements (SLAs) specify response times based on incident severity—30 minutes for critical issues (4-hour restoration), 1 hour for high severity (8-hour restoration), 4 hours for medium (12-hour restoration), and 4 hours for low (5-day restoration), with 24/7 coverage for critical and high issues.; In cases where our availability falls short, customers qualify for service credits, calculated based on monthly service levels. Credits range from 5% to 15% of monthly fees, contingent upon timely incident reporting during outages. The ECX solution supports this by offering 99.99% availability, leveraging multiple regions and availability zones for robustness. We provide full support during business hours and a 24/7 helpdesk for incidents, ensuring swift resolution and consistent service. These comprehensive measures highlight IP Integration's dedication to maintaining a dependable and high-performance service infrastructure.
• Approach to resilience: IP Integration's services are designed with resilience at their core, leveraging a microservices architecture on Microsoft Azure. This architecture is inherently distributed and loosely coupled, ensuring that the failure of any single component does not disrupt the entire system. Our platform dynamically scales resources to accommodate varying traffic demands, automatically adjusting compute capacity during spikes in usage.; ; The ElasticCX solution operates across two main availability zones located in different Azure UK regions (UK West and UK South), ensuring data sovereignty and redundancy. Each zone is a comprehensive stack with multiple multi-tenant applications, providing redundant access to voice, omni-channel, and chat services. This setup maintains continuous operations by securely separating public-facing and internal communications.; ; High availability is further supported by a design that allows for uninterruptible platform upgrades, patching, and infrastructure loss within any single zone without impacting customers. Services can dynamically shed or take on additional load as needed, maintaining seamless client-to-customer communications. Additionally, our system includes failover capabilities, enabling rapid switching between availability zones if necessary, ensuring continuity and minimizing service disruption. This robust and scalable architecture exemplifies our commitment to providing resilient and reliable services.
• Outage reporting: Reports service outages through multiple channels to ensure timely and effective communication. Incidents are communicated by your account manager, through our service desk, or via our alerting platform. Notifications of incidents are assured, as confirmed by our procedures.; ; For critical incidents, we provide 24-hour telephone support to log issues immediately, ensuring rapid response to any disruptions. For less urgent issues, email support and the ITSM web portal are available for logging low-priority incidents and requests.; ; These communication methods are part of our commitment to keeping clients informed and supported during any service interruptions.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Other
• Other user authentication: Elastic CX authenticates users with unique user IDs and passwords, supporting definable password complexity, SSO and MFA. Access is configured at the user level based on roles and responsibilities with permissions granted by administrators per customer policy. Role-Based Access Control (RBAC) enables granular permissions and administrators can restrict access by specified IP addresses and privileged accounts are monitored and reviewed every 60 days. Credentials are securely hashed and transmitted via TLS. Elastic CX supports integration with major identity providers and employs continuous monitoring, logging, and advanced encryption to ensure secure login and data protection.
• Access restrictions in management interfaces and support channels: Elastic CX restricts access in management interfaces and support channels by enforcing role-based permissions, the principle of least privilege and multi-factor authentication. Administrators assign permissions based on job functions ensuring users can only access the resources necessary for their roles. Access to production environments is strictly controlled, requiring Director-level approval and MFA. Elastic CX also enables IP-based restrictions and supports SSO and MFA with third-party identity providers.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Other
• Description of management access authentication: Elastic CX authenticates management access using a combination of unique user IDs, passwords and multifactor authentication (MFA). Access is strictly controlled by the principle of least privilege. Management authorisation is required for account creation, and permissions are configured per user according to roles and responsibilities. Customers can also implement Single Sign-On (SSO) integration for additional security. All authentication credentials are stored as secure hashes and transmitted via TLS for protection.

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: Between 6 months and 12 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: Between 6 months and 12 months
• How long system logs are stored for: Between 6 months and 12 months

Security governance

• Named board-level person responsible for service security: No
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: Cyber Essentials
• Information security policies and processes: IPI holds ISO 27001 and Cyber Essentials accreditations. This means we have implemented and maintain an ISMS (Information Security Management System) which includes a comprehensive set of security policies and procedures to keep information secure. The Security and Compliance team at IPI are responsible to maintain and continually improve the ISMS and this mission has board level, senior executive level and individual department head level sponsorship, commitment, and input. ISMS is rooted in 'risk management' approach and this means managing risks and opportunities is part of day-to-day management and monitoring of all the security policies and processes that have been developed and implemented. Some of the policies/processes are Information Security Policy, Acceptable Use Policy, Risk Assessment Policy, Data Protection Policy, Incident Handling Policy, Data Classification Policy, Physical Security Policy, etc.
• Software Security Code of Practice: No

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: The configuration management process ensures that all service components/assets (hardware and software) are identified, recorded, and tracked throughout their lifecycle. This enables visibility, control, and traceability. A "configuration benchmark" is defined per different asset type with changes being logged and unauthorised modifications flagged to maintain security and compliance. The change management process ensures that all changes are formally assessed, approved, and documented. Each change request includes an impact assessment. Changes must be approved and must include rollback plans before being implemented.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: The vulnerability management process is defined to initially discover potential threats to company assets. This includes getting threat information from various sources (newsletters, software/hardware vendor security advisory mailings, etc) which can then be assessed. Additionally regular vulnerability scanning and penetration testing identifies potential threats which are assessed to determine actual risk levels by looking various factors. Priority 0, 1, 2, and 3 are defined. P0 and P1 patched within 14 days, P2 within 30 days, P3 within 90 days.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: The network security elements include several software and hardware capable of detection and prevention of compromises/suspicious security events. This includes next generation firewalls with IPS, ManagedXDR software installed across the server estate that monitors all activity (complimented by a SIEM log correlation feature), along with user and entity behaviours analytics (UEBA) measures that detect anomalous activity. Alerts are triggered by all these tools which are then reviewed and responded to by skilled engineers 24/7/365 who act accordingly, including escalating to IPI senior security team based on priority with high escalated within minutes.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: Security Incident Management processes and procedures are defined. These cover guidelines on what a security incident could be and how security events (suspected and actual) need to be reported, all the way through to how an incident is handled once reported. Key elements being identification and analysis, containment, notification, eradication, recovery, investigation, lessons learnt. Where incidents impact customer services or our ability to provide support to clients we would notify them of the events. Where necessary incident reports are written and shared with clients.
• Post-quantum cryptography secure: Yes

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 v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: We provide prospects a PoC (Proof of Concept) of the platform. This is a minimum solution fit CCaaS that demonstrates core features with tailored configuration of IVR and queues. We also offer existing customers a free trial of add-ons such as the AI Sidekick, AI Insights feature packs.

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 1%
• Between £500,001 and £1,000,000: 1%
• Between £1,000,001 and £2,500,000: 2%
• Between £2,500,001 and £5,000,000: 2%
• Over £5,000,001: 2.5%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI Group
• ISO/IEC 27001 accreditation date: Friday 22 August 2025
• What the ISO/IEC 27001 doesn’t cover: Cloud service providers hosting the services.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: BSI Group
• ISO 9001 accreditation date: Wednesday 21 May 2025
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: Bb88ddde-cdb0-42fe-a26c-249b66ec3bfd
• Cyber essentials plus: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials Plus certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Plans for positive actions with community groups.

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the issues affecting the development of new skills by target cohort
    • Understanding of issues relating to entering the contract workforce

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce

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 ccs.ipi@ipintegration.com. Tell them what format you need. It will help if you say what assistive technology you use.