Sesui Limited

Sesui Practice Connect

Take control of calls and improve the patient experience with reduced queue times, while reducing the load on your reception teams. At the same time, make it easier for clinicians to share information, with calls automatically recorded and integrated into your PMS and securely accessed over N3/HSCN.

Features

  • Call control - make and take calls, distribute, hold
  • Call routing - including skills-based routing
  • Call queuing - including offline queuing
  • Video and conference calls
  • Integrate with patient systems EMIS and Adastra
  • Securely access recordings over N3 / HSCN
  • Live and management reporting
  • Call recording
  • Call notifications

Benefits

  • Better call control - reducing pressure on reception teams
  • Collaboration - Share information across organisations
  • Better patient experience - reduced queues, longer appointments, personalised care
  • Clinical cost savings - using valuable resources only when needed

Pricing

£50 per licence per month

Service documents

G-Cloud 10

207275979075820

Sesui Limited

Oli White

03445 600 600

sales@sesui.com

Service scope

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 Integrated with patient management systems EMIS, Adastra and Clinical Guardian
Cloud deployment model Private cloud
Service constraints None - Sesui Call Manager is hardware and software agnostic. The architecture of the platform enables Sesui to run at 24/7/365 availability.
System requirements Support of TLS version 1.1

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Response time is within 4 hours. Weekend and Out Of Hours enquiries are responded to within 4 hours the next working day.
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 1. In hours online support for change management requests, faults, service updates etc - 5% of a customer's monthly rental costs.
2. Out of hours support for faults - 25% of a customer's monthly rental costs
3. Engineer visits for hardware faults, site installs and training with go live support - at a fixed daily rate.

Technical account managers or cloud support engineers are both available dependent on the customer need.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We provide onsite training, online training (webinar) and provide HTML and PDF user manuals and instruction guides.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Users can send an email to our compliance team detailing what data they require to be extracted and / deleted from the Sesui platform. In line with GDPR guidelines and Sesui's data protection policy, this information is then extracted / deleted as required.
End-of-contract process Included:
- Data deletion

Additional cost:
- Migration plans
- Porting
- Data extraction

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service There are specific mobile-based applications for Android and IOS devices.
Accessibility standards None or don’t know
Description of accessibility Sesui's web interface does not currently cater for assisted access.
Accessibility testing None
API Yes
What users can and can't do using the API The Sesui API is designed to allow Sesui users to integrate existing hardware infrastructure and software deployments to utilise Sesui services. API documentation and user testing environments exist to assist users in working with the API.
API documentation Yes
API documentation formats PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Sesui offers bespoke services that can be customised to address the unique need of each customer, including but not limited to the call flow, call routing, reporting and user interface. This is done through the Sesui web portal with help from Sesui, or by the customer themselves, dependent on training.

Scaling

Scaling
Independence of resources Sesui is a multi-sited, resilient platform with the ability to fully satisfy customer demand from any one site. Safeguards and usage limits are agreed upon with customers to prevent unforeseen spikes in usage that would adversely affect any other user on the platform.

Analytics

Analytics
Service usage metrics Yes
Metrics types Sesui provides a range of service metrics to cover the breadth of call and usage, down to individual performance.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Staff screening not performed
Government security clearance None

Asset protection

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 No
Datacentre security standards Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency At least every 6 months
Penetration testing approach Another external penetration testing organisation
Protecting data at rest Physical access control, complying with another standard
Data sanitisation process Yes
Data sanitisation type Explicit overwriting of storage before reallocation
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 importing and exporting
Data export approach For live data, Sesui can provide customers with a user-interface to export all call / email related data including call recordings and CDRs. For archive data, Sesui can offer the ability to extract and securely transfer customer information.
Data export formats
  • CSV
  • Other
Other data export formats
  • Encrypted data files
  • MP3s
Data import formats
  • CSV
  • Other
Other data import formats
  • .wav
  • Xlxs

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability We have 3 SLAS:
- Service availability
- Service quality
- Web availability

We strive to achieve 99.999% availability and quality across these SLAs.
Approach to resilience The details of Sesui's dual system, multi-sited set-up are available on request.
Outage reporting Sesui's proactive monitoring alerts us of any platform issues. Initial steps are taken to isolate the problem and if needed the customer is alerted initially by phonecall and email, followed-up by a formal Service Outage Report, which would include details of the problem, resolution and any preventative measures.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Limited access network (for example PSN)
  • Username or password
Access restrictions in management interfaces and support channels The Sesui platform has multiple levels of management access, which can be defined per user by the customer. Requests to our support channels are only processed by recognised users on a customer's authorised contact.
Access restriction testing frequency At least every 6 months
Management access authentication
  • Limited access network (for example PSN)
  • Username or password

Audit information for users

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 At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification Yes
Who accredited the PCI DSS certification MV to provide
PCI DSS accreditation date MV
What the PCI DSS doesn’t cover MV
Other security certifications Yes
Any other security certifications IGSOC

Security governance

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 ISMS is based on ISO 27001 for which we are completing the certification process. We have a governance lead that reports directly to the MD who is ultimately responsible for policies and procedures. Inline with ISMS procedures we conduct random spot checks and compliance audits.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Internal process based on PRINCE 2 Project delivery methodology and ITIL service management methodology.
Vulnerability management type Supplier-defined controls
Vulnerability management approach We perform vulnerability testing every 6 months.
We patch system and service software immediately when made available.
Pending ISO 27001 certification we will follow ISMS procedures for threat, assessment remedy and reporting.
Protective monitoring type Supplier-defined controls
Protective monitoring approach We receive alerts and notifications from our own system software monitoring capability, firewalls are designed to recognise and prevent unauthorised access with system admins being notified of any access attempt and steps taken to prevent access.
We have 24/7 system monitoring and maintenance. Our response policy is based on prevent, investigate, remedy.
Pending our Cyber Essentials submission our process documents reflect the most recent guidance and requirements of Central Government.
Incident management type Supplier-defined controls
Incident management approach With our ISMS, pending ISO27001 certification, we have defined incident management procedures covering internal identified incidents, Data Controller reported incidents and our process steps and reporting are in line with ICO recommendations.

Secure development

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

Public sector networks
Connection to public sector networks Yes
Connected networks New NHS Network (N3)

Pricing

Pricing
Price £50 per licence per month
Discount for educational organisations No
Free trial available No

Documents

Documents
Pricing document View uploaded document
Terms and conditions document View uploaded document
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