MLL Telecom Ltd.

MLL Contact Centre as a Service

MLL’s contact centre as a service (CCaaS) is based on Liberty Converse CX, an AI powered advanced omnichannel CCaaS solution. Converse CX enables the management and reporting of customer engagements using telephony, email, chat, SMS, and social channels, with multiple ways to connect the contact centre depending on your requirements.

Features

• 24/7 AI powered virtual voice assistants and chatbots
• Self-service with integrated IVR, messaging channels, knowledge base
• AI driven intelligent, dynamic call and message routing
• Unified, omnichannel, browser-based agent interface, complete customer view
• Seamless CRM and system integration for unified customer interactions
• Omnichannel communication through voice, email, SMS, chat, social, video, task/tickets
• Process automation for repetitive, slow, time-consuming tasks
• Quality management including sentiment, trends analysis, surveys and call summarisation
• WFM to schedule, forecast and optimise resource allocation
• Predictive analytics, advanced reporting, custom dashboards for KPI monitoring

Benefits

• Single solution for contact handling, case management, workflows and reporting.
• Unified view of customer and wider business through data orchestration
• Enhanced AI-Powered Engagement for intelligent routing, analytics, automation, summarisation.
• Fast, robust, sustainable deployment, built to last and future-proofed
• System-agnostic to integrate harmoniously with any existing CRM/system.
• Return on investment through optimised resources and reduced operational costs
• Streamlined operations, reduced waiting, optimised handling times, without compromising quality
• Rich predictive reporting data for analysis, highlights opportunities for improvement.
• Consistent, personalised citizen experiences by eliminating siloed systems, disjointed processes
• Highly secure customer data and compliant to industry regulations

£5,400 a licence a year

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

Framework

G-Cloud 14

Service ID

977785106800602

Contact

Public Sector Sales Team
01628 495 400
gcloud@mlltelecom.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: Liberty Converse CX can be used standalone or as an add-on to following Netcall applications: Liberty Create low code platform including Citizen and Tenant Hub Accelerators; Rent-IQ; Liberty RPA; Liberty AI; Liberty Spark for mapping/analysing processes.
• Cloud deployment model: Public cloud
• Service constraints: The service is subject to planned maintenance, which will be notified in advance.
• System requirements:
  • Web Browser
  • Internet connectivity

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Within 90 minutes from initial ticket .
• 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: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: As a browser-based interface, third-party tools deployed on the users' desktop or browser can be used to support user accessibility.
• Onsite support: Yes, at extra cost
• Support levels: We will provide a Standard level of support which will be included within the cost. This includes access to the Support Online Portal, and contact by telephone, chat or email to the remote support teams during contracted hours. A technical account manager will be provided.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Project management, engineering, and training support for the initial configuration of Liberty Converse CX is provided. In addition, online training will be provided to enable the customer to self-manage the service. User Training includes access to extensive eLearning content via the Netcall Online Community.; Documentation regarding implementation and configuration of Liberty Converse CX will also be provided. This includes Online Help, which is provided within the Converse CX User Interface and Netcall Online Community.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: All customer data is available in reports accessed through the Converse CX user interface.; Customers will extract data by manually downloading data in a CSV file format, or by use of the Reporting API. ; All Liberty Converse CX reports will enable the ability to download data using a definable date range.
• End-of-contract process: At the end of the contract the service will cease which will prevent the receiving and making of calls and/or other media interactions. All data stored including backups will be securely deleted using industry standard best practise methods.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • 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: Liberty Converse CX provides a browser-based service interface. This interface is designed to be intuitive and simple to use, whilst enabling full access to the user and administrative features provided by the Converse CX application. User access to the service interface is secure, with roles and permissions assigned on log-in, controlling access to application features. ; An interface is also provided to support end-customer access to the contact centre from digital channels, including web, SMS and Social Media. The virtual assistant chat bot presented to the customer can be customised and deployed across any supported channel.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: As a browser-based interface, third-party tools deployed on the users desktop or browser can be used to support user accessibility, for example, increased font size. The user interface also provides a high contrast theme and keyboard shortcuts. This enables support for WCAG 2.2 AA standards. Separate testing for browser is not performed.
• API: No
• Customisation available: Yes
• Description of customisation: Users have full access to customise the Liberty Converse CX service. There are no limits to the number of contact centre Groups, Queues or Skills that can be defined. Changes are made in real-time. The end user application uses a simple graphical interface that doesn't require users to have specialist ICT knowledge. The customisation includes:; • IVR - Creation and amendment of any number of configurable IVRs; ; • Routing Rules - Definition of the Contact Centre routing for all media channels; ; • Queue Configuration - Queue management including queue breakout, capacity controls, and prompts; ; • Group Settings - group configuration including media allocation, busy and activity codes, wrap up timers, skill and priority assignment; ; • Skills Based Routing - Definition of the skills names, Agent proficiency, and Skills templates; ; • User Profiles - Customisation of the supported Agent features, applying roles and permissions, Agent media and skills allocation, and group assignment; ; • Dashboard Configuration - Creation of customisable dashboards using drag and drop widgets; ; • Chat Bot Flows - Definition of the Bot Flows for use across voice and digital channels; ; • Access to the Converse CX Administration and Supervisor user interface is controlled by assigned roles and permissions.

Scaling

• Independence of resources: Liberty Converse CX utilises elastic cloud computing to enable on demand scaling of the service.

Analytics

• Service usage metrics: Yes
• Metrics types: Liberty Converse CX provides a range of system real time and historical reports including:; Real-Time Dashboards - Real-time graphical display of key metrics including service performance, queue data and agent information. Dashboards are configurable and shared with users by name, role or Agent Group.; Supervisor Reports - Historical reports covering all metrics of the contact centre. Displayed graphically and tailored by a range of filters, including date and time. Tailored reports can be saved for instant retrieval.; Historic reports can be manually downloaded in .csv file format. Alternatively, an API is available to get Report data.
• 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: Netcall

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Customers can extract data by manually downloading report data in a .csv file format. All Liberty Converse CX reports will enable the ability to download data using a definable date range.; If required, reporting data can be extracted using the Liberty Converse CX Reporting API. This REST API gets report data in XML or JSON format from the Interactions Report, Agent Audit Report, or from a Supervisor Saved Report. ; Full documentation of Converse CX API will be provided as part of the deployment project.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XML
  • JSON
• Data import formats: Other
• Other data import formats: SCIM

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)
  • Other
• Other protection within supplier network: Data is encrypted in transit and at rest. Static data is securely protected behind a series of firewalls/access control lists plus anti-virus and native monitoring tools.

Availability and resilience

• Guaranteed availability: Liberty Converse CX has an agreed Service Availability Target of 99.9%. Service credits can be discussed as part of your contract.
• Approach to resilience: Liberty Converse CX utilises a high-availability architecture to support resilience. ; Full details are available on request.
• Outage reporting: Netcall’s Cloud systems and services are proactively monitored for availability and system health by the event management process. System events and alerts of threshold breaches are detected by Netcall’s system management tools and these alert our Customer Support team of state changes, including service outages in any of Netcall Cloud service offerings.; Customer Support are responsible for informing service affecting outages to customers and these are tailored to match the business needs of the customer. The form of the communication can be either email or telephone to the customer’s service desk or preferred service contacts. The alert to the customer contains information on which service has failed, the likely effect it will have on customers IT service along with reference information for follow up. Netcall Customer Support then maintain regular updates to affected customers on the expected service restore time until de-escalation.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
• Access restrictions in management interfaces and support channels: Liberty Cloud applications including Converse CX uses assigned roles and permissions to control user access. Liberty Cloud applications are accessed via a browser-based user interface; on sign-in the assigned roles and permissions are applied.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)

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 have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: URS, a UKAS accredited audit body.
• ISO/IEC 27001 accreditation date: 11/05/2022
• What the ISO/IEC 27001 doesn’t cover: MLL’s Statement of Applicability addresses all elements of the services we provide. The two areas not addressed are application development and the export of cryptographic controls as these are not services provided by MLL.
• 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: NHS Digital - Data Security and Protection Toolkit (DSPT)

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: Cyber Essentials Plus and NHS Digital DSP Toolkit.
• Information security policies and processes: MLL maintains an information security management system (ISMS) that is certified to meet the requirements of the ISO 27001:2013 standard, as well as, PSN Service Provider (PSNSP) certification and Cyber Essentials Plus certification. A risk management process based on ISO27005:2011/BS7799-3:2017 underpins the MLL ISMS. ; Security incidents are managed through to resolution using a Major Incident Management procedure, regular hourly updates, escalation and a major incident report on resolution.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Netcall's Change Management processes are audited under the ISO27001:2013 and ISO9001:2015 Info Sec standards. The statement of applicability for the standards can be shared. No change will be permitted unless it has been approved by the relevant authority at Netcall against the relevant tracker ticket.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Netcall's compliance involves running external and internal vulnerability scans as part of our vulnerability management system to support the vulnerability management and internal patching process. Escalations are through their tracker system as part of the Risk Assessment/Vulnerability Management Process. These scans form evidence used to our InfoSec accreditations. The scanning vulnerabilities are prioritised within the reports, fed into the tracked Risk Assessment and resolution Process, reviewed by Netcall’s operations and relevant process/risk owner for resolution. Where necessary threat control and corrections/prevention tickets are raised and linked to the original vulnerability to audit the fix and risk.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Netcall manages and controls compromises to the confidentiality, integrity and availability of information assets through its Incident Management System. Control and ownership is centralised yet overseen with stakeholders. The process is ISO 27001:2013 compliant linking risks to treatments and SLAs. Compromises are monitored, tracked, recorded in several ways: being raised by customer/production support calls, via the account managers, after changes, risk reviews, actual security incidents, picked up via IDS/IPS systems or event identification. The owner is the Information Security Manager working with the respective Process Owners and impacted stakeholders to resolve any compromises and apply preventative actions.
• Incident management type: Supplier-defined controls
• Incident management approach: MLL has a security incident management policy within its ISO27001 certified ISMS. Calls are triaged and where necessary passed to Netcall for resolution. Netcall uses native and licensed software to manage risks and is ISO 27001:2013 compliant for Incident Management. It is tracker based linking risks, assessments into corrective and preventative processes. Compromises are recorded after changes, risk reviews, security incidents, event identification or in worst case scenarios invoking the Business Continuity Plan.

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
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  MLL operates an ISO 14001 certified environmental management system, recycles waste throughout our offices and uses a WEEE contractor for the recycling of used electronic equipment. We work with customers to support their environmental initiatives including funding tree planting for carbon offset, staff volunteering for environmental initiatives and through constantly driving to reduce our environmental impact.; ; The services proposed in this offer are based centralised systems located in energy efficient datacentres. Services are hosted on a centralised platform removing the need for separate physical installation on the customer premise reducing overall energy consumption. Adoption of this service supports customer environmental agendas through replacement of aged, less energy efficient solutions.; ; MLL has a published Carbon Reduction Plan and a net zero target date of 2040.

  Tackling economic inequality

  MLL is an SME with a distributed workforce, working regionally to serve our customers throughout the UK. A high percentage of staff are home-based and live within the region that they serve. Others operate centrally from our Head Office in Buckinghamshire and our engineering and warehouse in Northamptonshire.; ; MLL supports flexible working methods and understands what is important to our employees from a work-life balance perspective. We encourage managers to consider the needs of their teams and embrace the use of a range of technologies that enable this balance to be met. We offer flexibility with working times, allowing individuals to start work at a time that meets both their personal and occupational needs.; ; MLL is an active member of the communities in which we operate and aspires to be always a good neighbour. We sponsor local causes, provide job skills programmes, work experience and apprenticeships and many staff volunteer for local charities such as the One Can Trust. MLL is an accredited Living Wage employer and an accredited member of the Armed Forces Covenant.

  Equal opportunity

  MLL’s Equal Opportunity policy ensures that everyone receives treatment that is fair, equitable and consistent with their skills and abilities. All current and potential employees are offered the same opportunities regardless of a protected characteristic (age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, sexual orientation) or indeed any other characteristic unrelated to the performance of the job. MLL does not tolerate discrimination or harassment based on any of these characteristics, directly or indirectly, and extends to discrimination by association and by perception.; ; MLL is committed to a zero-tolerance approach to modern slavery and to acting with integrity in all its dealings, relationships, and supply chains. It expects the same high standards from all its staff, suppliers, contractors and those with whom it does business. ; ; We support our customers through the good working practices we have adopted and seek opportunities to contribute in meaningful ways to the communities we operate in.

  Wellbeing

  MLL has always recognised the importance of the welfare and wellbeing of our workforce and has an established Wellbeing and Benefits portfolio which underpins our commitment to staff welfare. ; ; MLL’s integrated approach is designed to create:; • A sense of belonging.; • An environment and culture based on shared values and trust.; • An environment where staff wellbeing is integrated into day-to-day practices.; • An environment that recognises skills and encourages personal development. ; ; MLL has appointed Mental Health Champions who reach out to all employees, offering support and positivity, whether that be a one-to-one chat, or publicly through a dedicated Teams channel.; ; MLL also offers all employees access to a confidential Employee Assistance Programme (EAP), provided by Health Assured, an independent health and wellbeing provider. The EAP is intended to help employees deal with personal problems that might adversely impact their work performance, health and well-being. ; ; We support our customers wellbeing initiatives through staff volunteering, charitable donations and through the provision of mental health awareness programmes and videos.

Pricing

• Price: £5,400 a licence a year
• 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 gcloud@mlltelecom.com. Tell them what format you need. It will help if you say what assistive technology you use.