Ciptex

Hermes Cloud Contact Centre

Hermes Contact Centre is a powerful communications software, designed for customer contact across multiple media channels. With Voice, Multimedia, and Social Media available as stand-alone contact channels, or integrated seamlessly for ‘omni-channel’ communications; delivered from the Cloud ‘as-a-service’ to any number of Agents, anywhere.

Features

  • Includes Voice, Email, Web Chat and Social Media Channels
  • Comprehensive suite of pre-defined / bespoke reports
  • Remote working / access
  • Integrated Agent/Supervisor desktop
  • includes agent scripting, skills-based routing, campaigns and queues
  • Integrated workforce management and automated workflow solutions
  • Comprehensive supervisor console and controls

Benefits

  • Improve productivity with multi-channel communications
  • Reduce time-to-resolution and improve satisfaction
  • Enjoy better management information and insights
  • Increase service hours with non-voice communications
  • Streamline agent and supervisor operations
  • location-independent working with no loss of productivity
  • Retain brand equity, port your numbers to Ciptex easily

Pricing

£36.75 to £120.00 per user per month

Service documents

G-Cloud 9

238544901173821

Ciptex

Steve Walker

0345 880 0808

steve.walker@ciptex.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Hybrid cloud
Service constraints No support is provided for BT home-hub and Virgin Media hub routers.
System requirements
  • IE10+, Google Chrome, Opera, Firefox
  • 1GB RAM
  • Windows 7 or greater
  • USB headset (if voice)
  • Requested Domains added to IE Trusted Sites Zone
  • Requested ports open on Firewalls as specified during on-boarding
  • .NET 3.5 installed
  • Relevant ActiveX Objects allowed to Install

User support

User support
Email or online ticketing support Email or online ticketing
Support response times CATEGORY 1: first response 1 working hour.
CATEGORY 2: first response 1 working hour.
CATEGORY 3: first response 1 working hour (9am-5pm).
Information Request: first response: 4 hrs 0900 – 1700 hrs (GMT) Mon to Fri excluding public holidays.
TCR (Technical Change Request): first response: 8 hrs 0900 – 1700 hrs (GMT) Mon to Fri excluding public holidays.
NSR (New Service Request): first response: 1 day 0900 – 1700 hrs (GMT) Mon to Fri excluding public holidays.
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 Technical Support is arranged as Levels, based on severity; commencing at Level 1 with escalation to Level 3 to ensure effective resolution. Technical Change requests can also be submitted using Ciptex Support systems.

Ticket Submission: Users raise a support Ticket, which is assigned a unique number for tracking through to resolution. Users can email support@ciptex.com and a tracking ID will be assigned; Users can call Ciptex Technical Support on 0845 8800 808 option 1. All associated communications will require Ticket ID to ensure timely resolution. Only authorized Users may raise support tickets/requests.

Hours of Operation: Technical Support for Apollo is available Standard Hours, included within the Service Package pricing quoted in the pricing document.

Additional, Extended Hours, and 24x7 Support is available to Apollo Clients; Extended - 12% of monthly rental, minimum charge £900 per month. 24X7 - 24% of monthly rental, minimum charge £1800 per month.

A Cloud Specialist Technical Account Manager is provided.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Ciptex has many years experience designing and deploying Cloud Contact Centres in the UK and abroad. Our project rollout plan, undertaken by a dedicated Ciptex project lead proactively with you, identifies the necessary phases for effective rollout of Hermes within your Organisation or Enterprise.

A Hermes base-rollout plan Includes:

• Pre-Installation surveys and planning – objective definition and optimisation
• Configuration of Cloud services
• Porting of inbound telephone numbers to Ciptex (or re-pointing depending upon chosen strategy) 

• Provisioning of agents/supervisors and initial campaigns
• Setup 
agents/supervisors/managers and training

• On-site support during go-live 

• Post go-live review and Client / Ciptex sign-off
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Ciptex can provide data extraction following cancellation. An output file (in available format) containing key data can be provided if required by the Client. All historical records can be extracted. FTP access available for downloading call recordings. Ciptex can also provide Client’s Announcements and Call Recordings in available format. Data extraction is chargeable at Professional Services Day Rate.
End-of-contract process Clients that wish to cancel/terminate their Hermes service are obliged to provide a minimum 1-month advance notice of cancellation, to ensure cancellation occurs at the contract termination date, unless a future cancellation date is pre-agreed. A final bill for call charges and/or out-of-plan call charges will be sent in the subsequent month following service cancellation.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10+
  • Chrome
  • Opera
Application to install Yes
Compatible operating systems
  • Android
  • IOS
  • MacOS
  • Windows
Designed for use on mobile devices No
Accessibility standards None or don’t know
Description of accessibility It is not known what accessibility compliance level has been acheived by the software vendor.
Accessibility testing No formalised testing has taken place by Ciptex regarding the Hermes platform.
API No
Customisation available Yes
Description of customisation Designated Administrators can customise the Hermes platform to deliver a bespoke solution for their specific needs. For example, but not limited to:
Contact channel types and priorities.
Control and manage IVR and call routing.
Customise and develop bespoke screen scripts and campaigns.
Customise reports to deliver relevant KPI information.

Further customisation is available using our designated add-ons, that include modules for Workforce Management, PCI-compliant Payment Processing, Workflow, Knowledge Management and Speech Analytics.

Scaling

Scaling
Independence of resources Ciptex provide a guaranteed margin of capacity beyond a maximum number of users on the platform, which is proactively monitored with system alerts.
Our cloud platform automatically scales to enable resource sufficiency, with proactive monitoring and system alerts for the external resources e.g. SIP trunks in active use.

Analytics

Analytics
Service usage metrics Yes
Metrics types Metrics can be provided for any and all elements of the Hermes platform using the embedded reporting tools, covering volumes e.g. calls per agent, durations and activities, e.g. average time to resolve.

A comprehensive dashboard covering all client-specific metrics and analytics can be devised and prepared by nominated Administrators.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold Vocalcom

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Developed Vetting (DV)

Asset protection

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 Supplier-defined controls
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
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach Nominated system Administrators can raise an information request using the online portal. Ciptex support engineers will ensure all requested/available data is exported typically in .csv format and delivered to a system administrator.
Data export formats
  • CSV
  • Other
Other data export formats SQL database access if required
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
Data protection within supplier network TLS (version 1.2 or above)

Availability and resilience

Availability and resilience
Guaranteed availability The service has an SLA of 99.99% up-time per calendar month. Refunds in the form of a credit note will be provided for any breach. The percentage up-time is calculated as Up-time (U) = Total minutes in month less minutes of downtime dividend by total minutes times 100. Where U is > 99% but < 99.99% 10% of the monthly service fee will be credited. Between 98% and 99% 15% is credited. Between 97% and 98% it is 20%, 96% and 97% it is 25%, 95% and 96% it is 30% and less than or equal to 95% a credit of 35% of the monthly fee will be credited
Approach to resilience Hermes is operated in a virtualised environment running on clustered/duplicated high availability platforms to provide no single point of failure. The entire environment is then subject to a continuous block level replication of both application and data to the secondary location, thus protecting against both component and location failure.

Telephony is provided by multiple Tier 1 carriers including Gamma and BT for UK traffic, with Colt and BT for international connections. Cross connects with each carrier at 1Gb/s provide capacity to support up to 60,000 simultaneous calls and can be flexed for individual clients within minutes. An MPLS core with redundant links connects all locations and providers to deliver a seamless, resilient solution.
Outage reporting Notification of outages, and scheduled maintenance, are reported primarily by service email alerts that are delivered to nominated account representatives (administrators). Depending upon the nature of the outage or scheduled maintenance, notifications are also placed in the online portal.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels Users statuses are either Agent, Supervisor or Administrator and relevant permissions are granted to each group via a Username and Password combination for access to Hermes features, functionality and interfaces.

Designated, named users, regardless of their Hermes status are able to raise support tickets and interact with Ciptex support and account teams.
Access restriction testing frequency At least every 6 months
Management access authentication Username or password

Audit information for users

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 Between 6 months and 12 months
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for Between 6 months and 12 months
How long system logs are stored for Between 1 month and 6 months

Standards and certifications

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

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation No
Security governance approach We are working toward cyber essentials,
undertaken work to be compliant -
Information security policies and processes Ciptex has in place an Information Security Management System which includes policies for Information Security Management and IT Security. We currently operate to the Cyber Essentials standards and are in the process of achieving ISO27001 with the help of 4 Secure an external security consultancy. All staff are actively engaged in IT Security . The Operations Team have day to day responsibility for implementing policy, reporting through the Operations Manager to the Managing Director. Data Security is a fixed agenda item at management and board meetings. Every new employee is inducted in our policies and procedures. Our policies and procedures are subject to constant review and all updates and suggested improvements are discussed at quarterly all employee meetings.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach We work closely with the software vendor to ensure effective change management. 5 days notice for standard patching is delivered to nominated system administrators. Standard patching occurs outside of UK standard business operational hours.

Patching occurs initially in our test environment, (a mirrored version of our live environment), and fully tested against supplier-defined criteria prior to being submitted to the live Hermes platform environment. Clients can be granted access to the test environment to run thier own tests, to ensure any changes will not affect their specific configurations. We work closely with our clients to maintain optimal operations.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Ciptex engineers, together with our suppliers diligently monitor all potential threats to Hermes services. Our engineers subscribe to all relevant security bulletins and are very active in the cyber security community. Following a potential breach, we actively

Fully assess the threat level and potentail impact on service.
Prioritise rapid deployment of security patching to ensure prompt resolution.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Ciptex has a log scanning management processes in place that quickly identifies anomalies. Together with proactive network monitoring via service sensors that deliver key service statistics. Part of this includes access-control login monitoring. Our incident response time is 15 minutes.
Incident management type Supplier-defined controls
Incident management approach Ciptex supplier defined process includes:

Level 3 engineers alerted
Proactive customer notifications, with 30-minute email updates to customers.
Depending on the nature of the incident and its threat assessment, notification will be available in the portal.
Tickets replied to in standard SLA times.
Our escalation process includes director level contacts including suppliers.

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks Yes
Connected networks
  • Public Services Network (PSN)
  • New NHS Network (N3)
  • Joint Academic Network (JANET)

Pricing

Pricing
Price £36.75 to £120.00 per user per month
Discount for educational organisations No
Free trial available No

Documents

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