Wavenet

Wavenet Integrated Citizen Experience (CX) - Virtual Contact Centre - powered by Five9

True cloud omni-channel contact centre with workforce engagement management, AI enabled self-service for speech and chat-bot. This solution supports specialised Customer Relationship Management Integration capabilities and Robotic Process Automation tools.

Features

• Carrier. Campaign and Access Point Management
• Interactive Voice Response (IVR) and self-service
• Inteligent Automatic Contact Distribution (ACD) with blended dialler
• Integrated Omni-channel Advisor Desktop
• Real Time and Historical Management Information
• Contact and Screen Recording with Qulaity Management
• Interaction Analytics
• Workforce Management
• PCI-DSS Compliant Payments
• Artificial Intelligence enablement. Self-service chat and speech bot

Benefits

• Enhance Citizen Experience
• Improve Advisor Engagement
• Streamline Business and Compliance Processes e.g. PCI-DSS & GDPR
• Omni-channel citizen engagement
• Integration with Customer Relationship Management for data driven customer experience
• Data-led decision making and insight
• Personalized, frictionless and helpful automation
• Open standards and flexible integration
• True cloud, highly resilient, true cloud platform
• Automation between contact centre and wider digital eco-system

£40 to £150 a user a month

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 publicsector@wavenet.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

967889496467997

Contact

Joe Ewins
0333 234 0011
publicsector@wavenet.co.uk

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Solution can be integrated into MS Dynamics, Oracle Netsuite, ServiceNow, Salesforce, Zendesk, Oracle Service Cloud
• Cloud deployment model: Hybrid cloud
• Service constraints: VCC support extends to the entire customer experience across all services, including hardware, connectivity and applications.Wavenet provide First and Second Line support with Five9 supporting Third Line support. VCC is multi-sited across resilient data centres, and all hardware is modular and resilient at every level, meaning that upgrades can take place with no disruption to service. Upgrade notifications are issued regardless. The solution requires 110kpbs of throughput for voice.
• System requirements:
  • Browser: Recent version of Chrome, FireFox, Edge, Safari
  • Operating Systems - Windows 10/11 Mac 12.5, 13, 14
  • VDI Citrix Desktop 7.15, Apps and Desktop 1912LTSRCU3, Horizon7.13
  • 110 kbps of bandwidth per concurrent call for advisor desktop
  • OKTA for SSO integration

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Tickets are categorised according to their impact (P1-P4) as defined in the service level agreement please see terms and conditions. Categories are. P1 : P2 : P3 : P4 :
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Standard and bespoke support levels are available (for instance, 9-5 Mon-Fri, 7-7 Mon-Sun, 24/7/365). Costs are agreed as part of the overall services package. Technical support is provided by the dedicated, UK-based NOC.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Training for Wavenet VCC is built into the PRINCE2 Managed Project Deployment Process and cascades through a high, medium- and low-level gates based on the understanding of traditional contact centre and technologies and core stakeholder roles. This starts at the kick off meeting where a high-level demo will be supplied to all stakeholders deemed relevant to join.; Medium-level training is available from the delivery of the storm partition with all stakeholders having access to online training documents. This includes courses for agents, supervisors, and system admins. Before UAT stakeholders will receive dedicated classroom-based training to support a low-level understanding of VCC. This will be aimed at supervisors and system admins. This will provide an understanding of the following:; - Advisor and Supervisor Desktop; - Carrier and Access Management; - IVR & Self-service; - ACD, Organisation and User configuration; - Realtime and Historical Recording; - Recording and Quality Management; Wavenet seeks to empower customers to become experts within their own solution so as to take maximum advantage of the benefits of the solution and Integrated approach to CX.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: There are several different options available to customers for extracting data at the end of the contract. Most customers will regularly extract data using storm's inbuilt reporting management tool, VIEW (into formats such as CSV, XLS and PDF) and Recorder Manager solution (.WAV). However, all data can be manually extracted by storm's engineering team and delivered to the customer at the end of the contract, if this is required.
• End-of-contract process: This varies based on the contract. Services can be decommissioned as part of the agreement, and there may be additional costs involved in decommissioning or transferring to other systems subject to the pre-agreed exit provisions.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: All Wavenet VCC interfaces are browser-based. ; - Agent Desktop Plus: Agent Desktop: Single interface for channel management ; - Agent Desktop Toolkit: Agent interface integrated within a CRM solution; - Supervisor Desktop Plus: Single interface for channel management, agent monitoring (listen, whisper and barge in) and access to reports and recordings ; - Admin Interface: Access to contact centre configuration and service scripts Access rights can be best set to match your operational goals.; - Carrier and Access Management; - IVR & Self-service; - ACD, Organisation and User configuration; - Realtime and Historical Recording; - Recording and Quality Management
• Accessibility standards: WCAG 2.1 A
• Accessibility testing: Not known
• API: Yes
• What users can and can't do using the API: The Wavenet VCC supports flexible API's to links VCC to other elemebnts of a customers digital ecosystem such as Unified Communications solutions, Workforce Enagement Management, Analytics and AI solution and CRM/ERP solutions. API's can allow VCC to automate contact and citizen expereince tasks such as appointment booking, automatic surveys and support AI enabled self-service. API documentation can be provided to access elements of the solution including recordings, reports and data management. 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:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Wavenet VCC can be fully customised across its service interfaces. Each service interfaces is based on a discreet contact centre micro-service which customisation across each module. Core Modules include:; - Carrier and Access Management; - IVR & Self-service; - ACD, Organisation and User configuration; - Realtime and Historical Recording; - Recording and Qulaity Management; Further enhanced customisation can be undertaken at the application development level where purchased.

Scaling

• Independence of resources: Carrier capacity is provided by Wavenet and will be scaled with the customer requirement on setup. In terms of the core platform storm, Content Guru are continually making improvements to the solution's multi-tenant core platform to increase capacity and upgrade features in line with the growth of the customer base. storm is configured so there is enough capacity for all customers in a single storm instance in case of the loss of one of its data centre.

Analytics

• Service usage metrics: Yes
• Metrics types: Fully flexible and customisable real-time and historical reporting across multiple channels, with real-time notification alerts on service performance, trend analytics and service levels. Recording and Screen Recording capabilities with transcription and speech analytics alongside scorecards and associated reporting.
• 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: Conforms to BS7858:2019
• 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: 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: Explicit overwriting of storage before reallocation
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Management Information such as CDR can be exported in formats including: CSV, XLS and PDF. Recordings can be exported in a (.WAV) format. These can be exported to FTP and SFTP endpoints. Some data can be exported via API.
• 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: The Wavenet VCC platform is has been architected by Five9 as multi-tenanted true cloud platform to deliver 99.999% core platform availability, delivered from two highly available active/active data tier three data centres. Wavenet are a UK critical National Infrastructure provider.
• Approach to resilience: The Wavenet VCC platform, powered by Five9 is maintained across multiple secure data centre sites in the UK (and internationally where required) to provided optimum availability and resilience. To this end, it is of paramount importance that all data centre sites and the data stored therein is synchronized. All constituent data centres supporting the platform are connected by resilient links, which are continuously subject to monitoring. VCC data centres and servers are kept in primary-secondary configuration, with the resilient connections between them enabling the ongoing synchronization of all services and data.
• Outage reporting: The platform's developer Five9 automatically notifies customers of planned outages via notifications provided on login to the system . In the event of an unplanned outage, Wavenet initially contacts customers via email and phone, and continues delivering updates at regular intervals until the incident is resolved. The customer system status portal on VCC also allows a customer to configure automatic text and email notifications of system disruptions. Wavenet will also provide Root Cause Analysis after the event of P1 or P2 outage.

Identity and authentication

• User authentication needed: Yes
• User authentication: 2-factor authentication
• Access restrictions in management interfaces and support channels: Each organisation’s VCC solution requires the purchase of administrator licences. Administrators require these separate licences to access admin privileges. Admin activities are fully audited and can be linked to 2FA or SSO for additional security.
• Access restriction testing frequency: At least once a year
• Management access authentication: 2-factor authentication

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: User-defined
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: User-defined
• 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: URS
• ISO/IEC 27001 accreditation date: June 2023
• What the ISO/IEC 27001 doesn’t cover: A10.1.2 (we do not create encryption keys)
• 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: Crest certified (January 2024)

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: Wavenet is an ISO27001 certified company and we adhear to the standard, we are audited on this standard annually, Wavenet is also a CE+ certified company

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Wavenet conform to ISO2000
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Wavenet conform to and follow the NIST standard and ISO27002
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We have continual monitoring with EDR solution feeding into a SIEM that is monitored 24/7 that is monitored by SOC
• Incident management type: Supplier-defined controls
• Incident management approach: Wavenet is ISO27001 certified and we follow the playbook as part of our certification.

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  At Wavenet we recognise that we are accountable to more than just our shareholders. As a large business with a significant workforce and offices nationwide, we are working hard to incorporate considerations around sustainability into every business process, reducing our impact on the world around us. ; ; We understand our responsibility to society and the environment. Achieving the Ecovadis Gold certification validates our comprehensive approach spanning environmental concerns, ethical business practices, human rights, and sustainable procurement. Our journey towards Ecovadis Platinum by 2024 underscores our ongoing commitment to progress.; ; Innovation at Wavenet is synonymous with sustainability. Our product portfolio prioritises eco-conscious solutions, empowering customers to embrace sustainable technologies. Whether it's our hardware-free hosted voice systems or energy-efficient cloud computing solutions, we facilitate choices that minimise environmental impact and enhance operational efficiency. Our stringent processes ensure sustainability throughout the product lifecycle, from ethical sourcing practices to responsible disposal of legacy equipment in compliance with UK regulations.; ; People and processes are pivotal in our sustainability mission. Through a formal Carbon Reduction Plan, we rigorously monitor and mitigate our environmental footprint, engaging our workforce in initiatives aimed at conserving natural resources. Despite pandemic-induced reductions in business travel, we remain committed to sustainable mobility solutions. Our transition to hybrid and electric vehicles, coupled with employee incentives like the electric car scheme and Cycle to Work program, reflects our dedication to greener commuting alternatives.; ; Crucially, sustainability isn't just a top-down directive; it's ingrained in our corporate culture. Our workforce actively participates in planning and executing sustainability initiatives, with dedicated champions driving eco-friendly practices both in our offices and beyond. From recycling initiatives to lifestyle changes promoting environmental consciousness, our employees play a pivotal role in fostering a sustainable future, both within Wavenet and in their communities.

  Covid-19 recovery

  In the wake of the UK's exit from lockdown restrictions, Wavenet initiated a more flexible approach to workplace dynamics. Departing from the conventional mandate of requiring colleagues to be physically present in the office five days a week, the company encouraged a shift towards a hybrid model. Initially, colleagues were urged to return to the office for two days weekly, a measure subsequently extended to three days. This adjustment has yielded numerous benefits, notably fostering enhanced collaboration and bolstering team cohesion.; ; Acknowledging the concerns of colleagues hesitant to resume office attendance, Wavenet proactively conducted welfare meetings with them. These discussions served to elucidate individual apprehensions and collaboratively devise strategies to facilitate a smooth transition back to the office environment.; ; The employment environment has changed as the company has adopted a more flexible working style, with employees spending less hours in the office each week. This adjustment has reduced office congestion, making it easier to follow health-related social distancing guidelines. With fewer people in the workspace at once, colleagues may keep safe distances, reducing the risks of close contact. While new recruits are contractually designated the office as their permanent place of work, they are expected, in practice, to be physically present for a maximum of three days per week.; ; In response to the challenges precipitated by the COVID-19 pandemic, Wavenet has expanded its benefits package. Notably, the introduction of an Employee Assistance Programme underscores the company's commitment to supporting the holistic well-being of its workforce. Furthermore, recognising the importance of nurturing emerging talent and contributing to community development, Wavenet has embarked on an initiative to onboard apprentices. This endeavour not only fuels the company's growth trajectory but also offers invaluable work experience and formal qualifications to aspiring individuals seeking entry into the job market.

  Tackling economic inequality

  Wavenet's commitment to economic equality and social responsibility was solidified in 2023 when we became a Living Wage Employer, guaranteeing all employees a wage that aligns with the actual cost of living in the UK. This dedication was reaffirmed in May 2024 when the company implemented a 10% increase in line with rising living costs.; ; The Living Wage Foundation's meticulous methodology is the bedrock of our fair wage practices. Each year, they rigorously compute the cost of a standard shopping basket, encompassing essentials like groceries, energy bills, childcare, and transportation. This thorough analysis enables them to determine the actual cost of living, guiding Living Wage Employers like Wavenet in setting appropriate pay rates for our employees.; ; As advocates for the Living Wage movement, Wavenet and the Living Wage Foundation empower individuals and families to break free from poverty cycles and flourish with dignity. This partnership not only champions fair compensation but also encourages other businesses to adopt equitable wage practices, fostering community upliftment.; ; Recognising the importance of nurturing talent, Wavenet has welcomed apprentices into its ranks, providing opportunities for young individuals struggling to find their career paths. Emphasising workplace diversity, the company acknowledges the role of varied perspectives in driving growth and prosperity. With core values centred on innovation, change embracement, diversity appreciation, and social and environmental responsibility, Wavenet collaborates with clients across sectors, both large and small, to innovate products and enhancements that spur growth opportunities.; ; By prioritising fair compensation, talent development, and diversity, Wavenet not only upholds its values but also enhances employee motivation, productivity, and societal equity. This holistic approach underscores the company's commitment to fostering a fair and thriving workplace environment while actively contributing to broader social and economic betterment.

  Equal opportunity

  Wavenet proudly upholds the principles of equal opportunity employment, actively encouraging individuals from diverse backgrounds to apply for positions within the company. Embracing inclusivity, we provide support to colleagues with disabilities and long-term health issues, fostering an environment where every individual feels valued and empowered to contribute their unique perspectives and talents.; ; Internal progression is a cornerstone of our organisational culture, as evidenced by our practice of advertising vacant roles internally and providing comprehensive support for colleagues' career development endeavours. We prioritise the advancement of our workforce by funding qualifications and offering tailored training programs aimed at enhancing skills and competencies.; ; As champions for equitable compensation, Wavenet pays all employees the real living wage, above the government-mandated minimum wage, to help them afford rising costs. Our true living wage employer certification shows our commitment to economic fairness and employee well-being.; ; With a workforce exceeding 950 individuals, Wavenet is obligated to report and publish our annual gender pay gap, a responsibility we take seriously. Over the past year, concerted efforts have resulted in a marginal reduction of the gender pay gap, reflecting our ongoing commitment to fostering gender equality within the workplace.; ; Prior to commencing employment, Wavenet diligently verifies that all prospective staff are legally entitled to work in the United Kingdom, adhering to regulatory requirements and ethical standards. Our policies and procedures are meticulously crafted to ensure a non-discriminatory and respectful working environment, where every employee feels valued and safe to voice concerns without fear of reprisal.; ; Embedded within our organizational ethos is a steadfast commitment to ethical conduct and integrity, as outlined in the The Wavenet Code of Conduct. This commitment extends to interactions with employees, partners, and customers alike, reinforcing our dedication to upholding the highest standards of professionalism and ethical behaviour in all facets of our operations.

  Wellbeing

  At Wavenet, the wellbeing of our colleagues is at the heart of everything we do. We're committed to providing a supportive environment where every team member can thrive both personally and professionally. Our comprehensive range of employee benefits and schemes reflects this dedication to nurturing a holistic sense of wellbeing.; ; One of the cornerstones of our approach is ensuring access to top-tier healthcare through our private medical care program. This ensures that our employees and their families have access to prompt medical attention whenever needed. Additionally, our life assurance coverage offers peace of mind, providing financial security to our team members and their loved ones.; ; We understand the importance of work-life balance, which is why we offer a holiday buying scheme. This empowers our employees to tailor their time off to suit their individual needs, enabling them to recharge and return to work refreshed. Our cycle to work scheme not only promotes physical activity but also supports eco-friendly commuting options, contributing to personal and environmental wellbeing simultaneously.; ; In alignment with our commitment to sustainability, we've implemented an electric car scheme to incentivise the adoption of greener transportation alternatives, reducing emissions and supporting environmentally conscious choices.; ; Mental health support is paramount, which is why we've established an employee assistance programme. This confidential counselling service provides resources to navigate personal and professional challenges, ensuring that our team members feel supported and valued.; ; Furthermore, we've trained Mental Health First Responders in each office. These individuals are equipped to offer immediate support and guidance to colleagues in times of need, ensuring that mental health remains a priority throughout our organisation.; ; We also provide fresh fruit in each office, promoting wellbeing through healthy eating habits. Additionally, we welcome dogs into the office every Friday, recognising the positive impact they have on morale and stress relief.

Pricing

• Price: £40 to £150 a user a month
• Discount for educational organisations: No
• Free trial available: No

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 publicsector@wavenet.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.