This G-Cloud 10 service is no longer available to buy.

The G-Cloud 10 framework expired on Tuesday 2 July 2019. Any existing contracts with Conduit Global are still valid.
Conduit Global

Conduit Global CX100 omni-channel cloud Contact Centre Software as a Service (CCaaS)

Conduit Global CX100 omni-channel cloud contact centre software, based on industry leading technologies, in any combination of PCI and GDPR compliant dedicated or multi-tenant private or public cloud environments; Offered on a 24x7, consumption based month-to-month or long-term commitment basis.

Features

  • Omni Channel interactions with voice, email, web, chat, SMS, video
  • Cloud IVR, DTMF and speech recognition
  • Call recording
  • Speech self service
  • Outbound campaigns with preview, predictive, progressive and manual dialler
  • Workforce quality and performance monitoring
  • Workforce management (WFM)
  • Disaster recovery
  • Real-time / historical customisable reporting
  • Analytics

Benefits

  • Omni Channel interactions with voice, email, web, chat, SMS, video
  • Easily integrate CRM to a single agent interface
  • Improve customer service with single view of customer engagements
  • Roll out new seats and sites rapidly
  • Respond quickly to changing business needs
  • Enable non-technical users to safely amend contact routing
  • Simplify on boarding process for new team members
  • Embrace remote and work form home agents
  • Improve contact centre performance with a single metrics view
  • Drive efficiencies with addition of self service and bots

Pricing

£25 to £110 a user a month

  • Free trial available

Service documents

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 <removed>@e2588bf9-65c6-4550-b2d5-f2614216f3e8.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 10

Service ID

2 5 9 7 6 4 8 1 6 4 2 2 8 8 3

Contact

Conduit Global <removed>
Telephone: <removed>
Email: <removed>@e2588bf9-65c6-4550-b2d5-f2614216f3e8.com

Service scope

Software add-on or extension
No
Cloud deployment model
Hybrid cloud
Service constraints
No significant constraints noted
System requirements
  • Internet connection or support for connection to MPLS network
  • Interface requires any modern browser – IE, Firefox, Chrome etc

User support

Email or online ticketing support
Email or online ticketing
Support response times
Customer’s questions are rated according to priority. Target response times are as below. Alternative targets / SLAs for individual customers can be negotiated and agreed.

TS1 (24*7) 20 min
TS2 (business hours) 20 min
TS3 (business hours) 20 min
TS4 (business hours) 20 min
TS5 (business hours) 20 min
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.0 A
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
WCAG 2.0 A
Web chat accessibility testing
Testing of the web chat system with assistive users is planned for the future
Onsite support
Yes, at extra cost
Support levels
Conduit Global’s standard support package is based on the following metrics:

Local business hours helpdesk and technical support ( Monday to Friday 9am – 5pm ).
Access to fault and request reporting portal, email, chat and phone support channels to our internal helpdesk.
Unlimited critical issue support 24/7. Critical issue is defined as 10% or more users unable to use the hosted system.
Out of hours support will be charged on an hourly basis at Conduit Global’s professional services rate.

Additional packages are available with increased support hours. We will be happy to discuss your individual needs

Provision of an individual assigned Service Delivery manager is standard for larger accounts. Smaller accounts will have access to a shared Service Delivery team.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Conduit Global believe that effective transitioning to a new service provider is achieved through detailed planning, effective leadership, and productive engagement. Our implementation methodology is aligned with Industry Standard PMI; and adapted to manage the variable levels of risk, scale, and complexity associated with any individual client project specific to their challenges and strategic aims.
The Conduit Global PMO supplies the project management resources and planning expertise required as part of this project. They will facilitate and drive project progress through initiation, planning, executing, monitoring and controlling and finally closing.

Conduit Global also offers a number of standard and extra services to support on-boarding. These are tailored specifically to the needs of individual customers. These include, but not limited to:

Full platform documentation available via web or PDF
Seamless migration services from on-premise to cloud
Consultancy services for architectural design and contact flow setup
Consultancy services for 3rd party CRM and other application integration
Consultancy services for custom reporting and analytics
Onsite and webinar based training, both standard and ad-hoc
Onsite launch support, and extended support during launch and bedding in period
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Data can be extracted via API directly, or provided separately in the form of secure download, and delivered via SFTP or other secure transit. Conduit Global will work with a customer to determine the best method and format for each individual case
End-of-contract process
As part of the on-boarding process, Conduit Global will work with a customer to identify any data or configuration unique to the customer. We will then work with a customer to understand which data requires transferring, and determine the best method and format of transfer. A full exit strategy will be documented and agreed. Additional costs will be incurred for any non-standard data transfer requests.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install
No
Designed for use on mobile devices
No
Accessibility standards
None or don’t know
Description of accessibility
Software allows use of software such JAWS, Zoomtext. This means that that blind or visually impaired persons can use can use our software out of the box
Accessibility testing
Testing of the Omni channel user interface with assistive users is currently planned for the future
API
Yes
What users can and can't do using the API
The CX100 Omni channel Software has a number of flexible API services. Many of the features that can use these API interfaces are listed below. The below is not an exhaustive list. Our team will work with you to meet your integration requirements.
Import, Export and manage outbound dialling lists and campaign results
Integrate CRM applications directly with call recording to support PCI pause / resume / mute functions
Implement click to dial functionality from 3rd party applications to increase agent time efficiency
Integrate with browser software to trigger URL screen pop based on contact arrival or other event
Support automation, self-service and contact centre routing with IVR using Web Services integration
Support automation, self-service and contact centre routing with IVR by 3rd party database access
Web interaction API with mobile support used to provide web chat and in-app support contact centre channels
API documentation
Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Customers are able to add their own corporate logo to the agent and supervisor screens as part of deployment

Scaling

Independence of resources
Conduit Global’s platform is continually monitored by our 24/7 Network Operations Centre. The NOC consists of a multi-tiered remote support staff covering the major disciplines needed to support the platform

Included in NOCs role is:
Proactive monitoring
Helpdesk function
Incident and ticket management
Change control

The NOC works to monitor demand placed upon the system, ensuring that sufficient resources are available for all customers. Additionally, each customer has an agreed maximum scaling level before needing assistance from support. Our platform is built to ensure that each customer can reach their maximum level without issue experienced by themselves or other customers.

Analytics

Service usage metrics
Yes
Metrics types
Metrics include but not limited to:
Maximum number of agents configured over a defined period
Maximum number of agents logged in over a defined period
Number of inbound / outbound calls made over a defined period
Number of inbound / outbound call minutes over a defined period
Number of calls recorded over a defined period
Total number of call recordings stored
Total space occupied by call recordings
Total space occupied by other data
Total Minutes of use
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
Supplier-defined controls
Penetration testing frequency
At least once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Other
Other data at rest protection approach
Encryption of physical media as and when required by contractual agreement
Data sanitisation process
Yes
Data sanitisation type
Explicit overwriting of storage before reallocation
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
Users can easily export data using the following methods
1) Using tools provided within the web supervisor portal
2) Using API interface for direct downloads
3) Ad-Hoc downloads or data transfers arranged with Conduit Global Professional Services
Data export formats
  • CSV
  • Other
Other data export formats
WAV ( For recordings )
Data import formats
  • CSV
  • Other
Other data import formats
WAV ( For recordings )

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
  • Bonded fibre optic connections
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection within supplier network
Implementation of next generation firewalls and session border controllers (SBCs)

Availability and resilience

Guaranteed availability
Contracts with customers are negotiated individually; however as a guideline the following applies:
Overall uptime SLA of 99.9%
10% service credit for uptime below 99.9% but above 99.0%
30% service credit for uptime below 99.0%.
Approach to resilience
Conduit Global follows a principle of resiliency by design. All components of the CX100 CCaaS product are deployed in a High Availability (HA) configuration across multiple data centres. Diversity of geography, telecommunications carrier, and hardware is employed at all levels, from Layer 1 to Layer 7. Data centres utilize N+1 redundant power and air handling technologies and customer data is stored across RAID5 configured drives in geographically diverse locations.
Outage reporting
Should an incident or outage events occur, Conduit Global will communicate status and resolution to customers via the following channels:
System status dashboard
Email Alerts
SMS Alerts
Telephone

Exact method of reporting can be tailored individually for each customer according to their requirements and impact to service.

Identity and authentication

User authentication needed
Yes
User authentication
  • Username or password
  • Other
Other user authentication
Platform also supports Single Sign on (SSO)
Access restrictions in management interfaces and support channels
All accounts created for the CX100 platform are based on Role Based Access Control (RBAC). Accounts can be set up with only the access needed to support their role. Customers can create multiple profiles to match their individual business needs.
Access restriction testing frequency
At least once a year
Management access authentication
  • Username or password
  • Other

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 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
No
Security governance certified
Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards
PCI-DSS, GDPR, SSAE-16, SOC Type II
Information security policies and processes
As a leading global provider of contact centre and technology services, data security is of paramount importance. Conduit Global has adopted a comprehensive Information Security Policy that has been deployed throughout our enterprise, including all subsidiaries. The need to ensure the confidentiality, integrity, and availability of both corporate and customer information has been a driving force in enabling us to produce and manage robust processes within this area. Conduit's standards comply with ISO27001:2005 and ISO27002 (formerly ISO17799) guidelines. Within the ISO27001 Standard, consideration is given to specific legal requirements (such as PCI-DSS, Data Protection Act, and General Data Protection Regulation [GDPR]) to ensure that any risks are identified, measured and mitigated with controls (i.e. policies, training or technical restrictions.

Conduit Global's management has set a clear policy direction and demonstrated support for, and commitment to, information security through the implementation and ongoing maintenance of the Information Security Management Systems policy throughout the organisation. An ongoing training program ensures that all employees are aware of their responsibilities in relation to information security and that feedback methods are in place to measure the effectiveness of all processes on a continual basis.

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
Conduit Global’s change management process ensures that all change requests are formally assessed, scheduled, authorised, implemented and tested to minimise impact to services, and to save the business time and resource in reacting to a failed change. Key steps are:

Registration and classification, including of devices affected
Review of change proposal, including security assessment
Approval
Planning and testing
Implementation
Review & close the change

The change impact and scope determine the approval levels required. The business rules configured within the management system automatically determine the approval levels and notifications to be sent.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Conduit Global manages vulnerabilities through the methods described below. Penetration testing on each segment is carried out at least every six months and after any changes to segmentation controls/methods or significant application change (internal or external).

Patch management:
Conduit Global has implemented a Microsoft Windows Server Update Service (WSUS) system to distribute and install security patches.

Vulnerability scans:
Conduit Global utilizes the QualysGuard PCI product for vulnerability scanning external facing IP addresses.
For internal scanning, a Nessus Scanner to complete vulnerability scans.

Penetration tests:
Penetration testing is currently out-sourced to an external PCI QSA.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Conduit Global actively monitor events across our infrastructure, and partners with a third party company who carries out analysis of data collected. The monitoring is carried 24/7 and any suspicious behaviour is raised with Conduit Global on a real time basis. Conduit Global also uses antivirus on server and client device equipment to ensure Malware is identified and correctly addressed. We also utilise IPS/IDS technology to identify possible compromises/threats. This overall approach ensures that Conduit Global respond to any incidents within 24hrs of occurrence. If a potential compromise is found it is treated with the utmost importance and responded quickly.
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
Conduit Global has a fully documented security incident management process in place. Incidents can be reported via a reporting portal or a confidential whistle-blowing line.

Incidents will be classified so they can be handled as quickly as possible. Incidents are given an initial classification according to the category and severity of issue. The priority will be determined by the impact and urgency of the resolution.

Incident report updates are provided via email or via the management portal. Once resolution has been applied a final report will be produced and sent to the senior management team.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Pricing

Price
£25 to £110 a user a month
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
Subject to discussion and agreement. Please contact Conduit Global for more information.
Link to free trial
Www.conduitglobal.com

Service documents

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 <removed>@e2588bf9-65c6-4550-b2d5-f2614216f3e8.com. Tell them what format you need. It will help if you say what assistive technology you use.