Disrupt CX

Cloud Contact Centre

Cloud-based Contact Centre service with advanced call routing, Omni- channel capability, intelligent self-service, natural language automation and self-service and voice biometrics. Scalable to 10's of 000's of agents with deep integration into existing CRM solutions

Features

  • Omni-channel customer experience interaction management
  • Intelligent customer self-service
  • Natural language understanding and automated self-service
  • Machine learning, chatbot and text to speech capabilities
  • Voice biometrics
  • IVR (Interactive Voice Response) - also with natural language option
  • Inbound and outbound & customer call back
  • Advanced reporting & analytics
  • SIP and VoIP

Benefits

  • Seamless customer experience across all channels - voice and digital
  • Self-service automation using natural language (multi-channel)
  • Customer identification and verification with voice biometrics
  • Improved customer satisfaction with intelligent routing
  • Reduced handling times with intelligent self-service and callback
  • Insight across the e2e user journey with real-time reporting
  • Ease of integration to existing systems, no need for replacement
  • Full Enterprise CRM integration
  • Improved user / agent efficiency through workforce optimisation
  • Rapidly scalable beyond 1000+ agents / users

Pricing

£102 to £613 per user per month

Service documents

Framework

G-Cloud 11

Service ID

2 2 9 9 0 5 9 4 9 8 0 1 0 8 0

Contact

Disrupt CX

Gareth Mee

02077471003

gareth.mee@disruptcx.com

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
Minimum purchase of 50 agents / seats. For automation and customer self-service through natural language understanding and then the customer requires a minimum call volume of 50,000 calls per month. As part of the pre-sales effort DisruptCX will work with the customer to complete a natural language ROI.
System requirements
  • Internet Explorer 10+, Chrome or Firefox
  • SIP end point

User support

Email or online ticketing support
Email or online ticketing
Support response times
Standard 8x5 Support: Critical - 30 minute response, 1.5 hours workaround & 4 hour for fix. Major - 1 hour response, 3 hours workaround & 1 day for fix. Minor - 3 hours response, 1 day workaround & 3 days for fix. Informational - 1 day response, 3 days workaround & 10 days for fix. 24x7: Critical 30 minute response, 4 hours workaround & 5 days for fix. Major - 1 hour response, 8 hours workaround & 7 days for fix. Minor - 5 hours response, & 8 days for fix. Informational - 10 hours response & within 10 days
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
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
Microsoft teams
Onsite support
Yes, at extra cost
Support levels
Business support provided during working hours on an adaptive basis, optionally extended support / out of hours is available. An additional charge of 3% of the total monthly subscription is made for 24x7 support. Dedicated technical account manager and support engineer.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Online webinar and self paced online training, dedicated one to one training, remote support and technical manuals provided.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats
Video
End-of-contract data extraction
Database and reports extraction available via ad-hoc request.
End-of-contract process
At end of the contract data can be exported and provided in ad-hoc format depending on data volume.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install
Yes
Compatible operating systems
  • Linux or Unix
  • MacOS
  • Windows
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
SDK that enables easy integration into the clients mobile application and accelerates development.
Service interface
No
API
Yes
What users can and can't do using the API
API's are available for key pieces of functionality. Professional services work is required to set up selected functionality. Initial provisioning cannot be provided through API's. Users manage, configure and support service features such as reporting, analytics, and agent administration through the APIs. Our customers can also extend and integrate custom and 3rd party applications.
API documentation
Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Customisation is available for all aspects of the service. Including key functions such as multi-channel implementation, routing, self service, self-service automations, workforce management, biometrics configuration, authentication and security. Users are able to customise UI, reporting, the administration extension (e.g. campaign configuration, agent skills and opening hours for routing.

Scaling

Independence of resources
Isolated virtual machines, optionally running on dedicated hardware within datacentre.

Analytics

Service usage metrics
Yes
Metrics types
Detailed reporting on contact centre operations. Real time core metrics available include all contact centre KPI's, calls (inbound and outbound), agents, groups, queues, response times and uptime. Ad hoc reports can be created by the users. All the big data generated from the interactions on the platform can used on the business intelligence platform of the customer (such as Power BI for example) to visualise insights. This allows for real-time business discovery on what customers are actually saying with detailed topic and sentiment analysis for natural language functionality. We also provide a web based GUI to review natural language interactions.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to 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
Managed by a third party
Penetration testing frequency
At least once a year
Penetration testing approach
In-house
Protecting data at rest
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process
Yes
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
Operational reports are readily exportable as management excel or PDF by service users. Detailed configuration, setup and rules can be exported on support request.
Data export formats
CSV
Data import formats
CSV

Data-in-transit protection

Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • IPsec or TLS VPN gateway
  • Other
Other protection within supplier network
Dedicated Virtual LAN (VLAN). Data Security and Systems Heath Alerts policy documented and available on request.

Availability and resilience

Guaranteed availability
From a hosting perspective, we use a G-Cloud approved hosting partner. Their data centres offer a 99.99% availability SLA on all components up to the OS.
Approach to resilience
All components have been built in fully resilient pairs. With fully resilient networking links between all components and to external third parties, including multiple ISPs. Our G-Cloud accredited IaaS provider used VMware’s HA failover for redundancy.
Outage reporting
All infrastructure is monitored on the network 24/7 and the platform monitored by our central monitoring server. Should there be an outage monitoring alerts are sent to the IaaS operations team via e-mail and SMS.

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)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
Available only to whitelisted IP origins or over particular network interface, e.g: VPN
Access restriction testing frequency
At least every 6 months
Management access authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

Access to user activity audit information
Users contact the support team to get 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
User-defined

Standards and certifications

ISO/IEC 27001 certification
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
No

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
No
Security governance approach
Security governance is a board-level concern. We run a holistic and regular evaluation in-line with newly identified threats to existing policies covering people, processes and technology operating the business.
Information security policies and processes
Company policies are issued and regularly reviewed at board level. These include:

Information Control, Classification and Exchange Policy
Personal Communication Devices and Voicemail Policy
Technology Equipment and Media Disposal Policy
IT Access Control Policy
Physical Access Security Policy
Supplier Management Policy
Internal Audit Procedures

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Changes are classified as either standard or non-standard. All standard changes are controlled by templates and reviewed by the technical review board on a regular basis. Non-standard changes are peer reviewed before escalation to a line manager for priority assessment. Any change that is determined to carry a risk / security impact is automatically referred to the Operations committee for immediate assessment. Full process documented as DisruptCX Change Management Guide.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
We subscribe to threat notifications from our software suppliers as well as general sources of vulnerabilities such as CVE. These are assessed regularly and determination is made based on possible customer data impact. In the case of high risk vulnerabilities, these are commonly addressed within 24 hours. Infrastructure provider is SLA bound to weekly penetration testing.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Stateful packet analysis at network entrance mapped against known attack patterns are used to provide indication of potential compromise or attempts to compromise. Active notification of serious incidents results in rapid response to possible threats. Process documented as part of DisruptCX Security Breach Protocol Guidelines.
Incident management type
Supplier-defined controls
Incident management approach
DisruptCX operate an ITIL derived incident management process with associated procedures for security related incidents. The process has a clearly defined governance framework, including roles & responsibilities. Reporting and tracking of incidents is performed via online ticketing system, where resolution status can be viewed. Process documented as part of DisruptCX Security Breach Protocol Guidelines.

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

Public sector networks

Connection to public sector networks
No

Pricing

Price
£102 to £613 per user per month
Discount for educational organisations
No
Free trial available
No

Service documents

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