Connex One

Connex One Contact Centre

Connex One is a cloud based software as a service solution.
It's an omnichannel, multi-channel data analytics platform and our clients can communicate with customers through several communication channels.
The main contact centre communication channels being voice inbound/outbound, webchat, sms, email & social media.

Features

  • Omnichannel contact centre solution
  • Data Insights / Analytics
  • Speech Analytics
  • Fully integrated gamification
  • Email, chat and social media integration
  • Blended predictive dialler
  • Advanced ACD with skills based routing
  • Full suite of standard reporting and wallboards with real-time statistics
  • PCI-DSS Compliant Payment Processing
  • AI Chatbot

Benefits

  • Engage customers using voice, SMS, email, chat and social media.
  • Using data-mined intelligence, understand and engage your customers better.
  • Increase productivity using the blended dialling modes.
  • Data insights provided through a friendly interface.
  • Happier staff means better performance, better performance equals greater results.
  • Maximise first call resolution, reduce AHT, enforce script/compliance adherence.
  • Self-service payment processing or advisor lead secure transactions.
  • Highly scalable fault tolerant solution.
  • AI chatbot answers questions, makes recommendations and perform actions 24x7.
  • Efficiently forecast staffing requirement across all interaction channels.

Pricing

£39 to £64 per licence per month

  • Education pricing available
  • Free trial available

Service documents

G-Cloud 11

209961325215680

Connex One

Nick Richardson

03450561133

info@connexone.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model
  • Public cloud
  • Private cloud
  • Hybrid cloud
Service constraints N/a
System requirements
  • Windows 7+ or Linux Operating System
  • Core2duo Processor or better
  • Minimum 2GB RAM
  • USB Headsets (if using softphone or WebRTC)
  • Recommended Browser - Google Chrome
  • Internet 0.25Mbps per advisor
  • Static Public IP address

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Service level targets - Feedback Timescales
Severity Level - Response Time
P1 (Critical) - 30 Minutes (max)
P2 (High) - 60 Minutes
P3 (Non-critical) - 4 Hours

Service level targets - Resolution Timescales
Severity Level - Response Time
P1 (Critical) - ASAP
P2 (High) - One Day
P3 (Non-critical) - Five Days
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 Web chat
Web chat support availability 24 hours, 7 days a week
Web chat support accessibility standard None or don’t know
How the web chat support is accessible Web chat support is available through our company website on https://www.connexone.co.uk/. Simply enter a name and email address with optional phone number and message to get started.
Web chat accessibility testing It is not something we have done to date, this is something that we have on our roadmap to aid with product development.
Onsite support Onsite support
Support levels We have a single level of support provided to all clients. All support fees are included within the monthly license fees. All clients are assigned a technical services engineer to manage their project through to successful deployment. Post deployment, we have four tiers of support that will assist with all questions or queries. The Technical services team will assist with any major changes to business processes and deployment/training of new features.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started All connex one solutions are deployed by our fully trained technical services engineers (TSE) who will manage the deployment project from start to finish. The TSE will provide onsite and / or remote training supported by documentation and knowledge base articles held on the support desk portal.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction The connex one solution has simple data download processes built into the interface. Therefore, a user with sufficient admin permissions will be able to extract the client data when the contract ends. If necessary, the support team can upload the requested data to a secure FTP service chosen by the buyer.
End-of-contract process At the end of the contract the buyer's recordings and data can be uploaded to a secure FTP site of the buyers choosing.
Once the buyer has confirmed receipt the buyer's system will be securely purged of all software and associated data.

Using the service

Using the service
Web browser interface Yes
Supported browsers Chrome
Application to install No
Designed for use on mobile devices No
Accessibility standards None or don’t know
Description of accessibility All system functions can be handled through each clients own dedicated secure URL.
Accessibility testing No testing with users of assistive technology has been done to date, however, it is something that is on our roadmap with out future developments.
API Yes
What users can and can't do using the API All API accounts can be requested by raising a ticket with the support desk. All features and functionality are available on the following URL - https://api-documentation.cnx1.uk.
API documentation Yes
API documentation formats
  • Open API (also known as Swagger)
  • PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation The Connex One solution can be customised with client specific web forms and integrated with existing on-premise or cloud based CRM platforms. The solution can also integrate with existing telephony platforms to reduce the need to fully replace all existing telephony hardware. All integration customisation is performed by Connex One's trained engineers.

Scaling

Scaling
Independence of resources All buyers get their own dedicated solution. None of the services are shared with any of the other users across the client base.

Analytics

Analytics
Service usage metrics Yes
Metrics types Monthly summary call statistics and spending is sent via email to nominated users. CDR extracts can be emailed or uploaded daily to secure FTP if required.
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 Conforms to BS7858:2012
Government security clearance Up to Security Clearance (SC)

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 Yes
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 In-house
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 Data exports can be done manually through the service interface by users with sufficient security privileges. The exported data will be provided in comma delimited csv format. Any call recordings will be provided in mp3 format.
Data export formats CSV
Data import formats
  • CSV
  • Other
Other data import formats Data can be uploaded via the OpenAPI

Data-in-transit protection

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

Availability and resilience

Availability and resilience
Guaranteed availability High Availability provided upon request, standard service credits equate to 1/15th of the monthly license fee. Full SLA documentation can be provided upon request.
Approach to resilience When dealing with oodles of data, hi-spec tech and sensitive information, it is paramount that you can rely on your systems and trust your provider to maintain a robust and secure platform. The integrity and security of your service and data is our top priority, therefore, we offer 99.99% uptime as standard with high availability options available upon request. The full diagram of the solution resilience is available upon request.
Outage reporting Any outages are reported via email alerts with a public dashboard due for completion by the end of June 2019.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels Access to all management interfaces and support is restricted to approved users only. Any new users on the system can only be setup by staff with the appropriate privileges. Access to support needs to be approved by key staff prior to allowing new requests from new employees.
Access restriction testing frequency At least every 6 months
Management access authentication
  • Dedicated link (for example VPN)
  • 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 User-defined

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Lloyd's Register Quality Assurance Limited
ISO/IEC 27001 accreditation date 28/08/2018
What the ISO/IEC 27001 doesn’t cover The ISO approval is applicable to Cloud based contact centre systems, data analytics & telephone communications.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications No

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 Connex One have an ISO 27001 information security management system (ISMS) providing a management framework of policies and procedures that will keep your information secure, whatever the format.
ISO 27001 certification demonstrates that we have identified the risks, assessed the implications and put in place systemised controls to limit any damage to Connex One as an organisation and any of our customers.
Connex One takes internal and customer data security as paramount when we implement and manage systems.
Monthly audits take place to ensure ISO 27001 compliance with all results reported to the senior management team.

Operational security

Operational security
Configuration and change management standard Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach Each change is initiated as a Request – better known as a "Request for Change (RFC)”. This request will also serve as a record and as evidence that a particular change has been requested. The change can be initiated internally or externally, and will be registered in a specific form on the support portal.
The RFC is received by a person who is responsible for analysing it, so this person is the first filter. This person is responsible for studying the details of the request and identifying the potential impact to the business, including economic and information security impact.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach We use OWASP, Open Web Application Security Project, tools to perform vulnerability testing. The OWASP method is based on the black box approach. The tester knows nothing or has very little information about the application to be tested. Once a potential threat is identified it is sent through the RFC process to ensure we follow our processes and anything that has a business critical impact is addresses as a top priority.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach We use OWASP, Open Web Application Security Project, tools to perform vulnerability testing. The OWASP method is based on the black box approach. The tester knows nothing or has very little information about the application to be tested. Once a potential threat is identified it is sent through the RFC process to ensure we follow our processes and anything that has a business critical impact is addresses as a top priority.
Incident management type Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach All incidents are logged and tracked through our online helpdesk portal. Any new incidents reported via email/phone/chat will be logged as a new ticket with all relevant information. All updates are provided via email through the helpdesk and phone calls where necessary. Each ticket is handled by the 1st line team and escalated to other teams as required.

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
  • Public Services Network (PSN)
  • Police National Network (PNN)
  • Health and Social Care Network (HSCN)
  • Other
Other public sector networks MoD Restricted Lan Interconnect (RLI)

Pricing

Pricing
Price £39 to £64 per licence per month
Discount for educational organisations Yes
Free trial available Yes
Description of free trial The free trial is limited to one month and includes the connex one license fees. Call charges are not included.

Service documents

pdf document: Pricing document pdf document: Terms and conditions
Service documents
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