Nowcomm's Cisco Customer Journey Platform is a unified omnichannel contact centre solution deployed and managed from the cloud that transforms your customers’ experience and improves your organisations performance and results.
- Native Cloud
- Productive analytics-based routing
- Expert Collaboration and Communications
- Embedded sales force application
- Optional WFO suite
- Outbound Campaigns
- 360 degree customer journey analytics
- Agent Performance Data
- First Call Resolutions
- Customer Satisfaction
- Customer Retention
- Operational Efficiency
- Marketing Effectiveness
- Agent Productivity
- Lower Costs
£217 per user per year
- Education pricing available
- Pricing document
- Skills Framework for the Information Age rate card
- Service definition document
- Terms and conditions
|Software add-on or extension||No|
|Cloud deployment model||Public cloud|
|Service constraints||The journey platform currently available in a limitied amount of countries. Please contact Nowcomm for an upto date list.|
|Email or online ticketing support||Yes, at extra cost|
|Support response times||Questions are all acknowledged within 5 minutes and depending on the priority are responding to from 5 minutes when it is priority 1; multiple work groups affected or whole organisation affected or critical service and Preventing the business from operating normally to 8 hours with a priority 4 ticket; no immediate impact on users and immediate solution or workaround can be provided.|
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||None or don’t know|
|Phone support availability||24 hours, 7 days a week|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
There are 4 main support levels which Nowcomm offer which can be stacked to create the best fit for your organisation. Nowcomm’s Service Desk operates 24*7.
1) Remote Service Desk - providing technical assistance, advice and guidance.
2) Break Fix Support - providing minor software patches and upgrades. Our engineering resources can either be remote or onsite.
3) Monitoring Service - providing proactive monitoring of devices with downtime alerts.
4) Managed Service - providing Moves, Adds, Changes and Deletes, monthly backups and storage, vulnerability scanning, patching and monthly reporting.
|Support available to third parties||Yes|
Onboarding and offboarding
Nowcomm onboards customers by gathering all key information required to bring the service live. All system information and supporting documentation is developed and distributed to the customer as part of the onboarding process. Detailed design documentation is derived from this initial documentation. The detailed design is agreed and signed off by both parties prior to implementation.
A full copy of the system documentation is provided following user acceptance testing.
|End-of-contract data extraction||
The Journey Platform allows enterprise Customers to export up to 90 days of User-Generated Information using APIs provided with the Service (except for recordings). There are several ways enterprise Customers and consumer users may export their personal data from the Cisco Webex platform.
Customers may export limited categories of personal data via the Control Hub (as CSV exports) and all types of personal data (except
authentication tokens) using APIs. If consumer users wish to export their personal data, they must use APIs
|End-of-contract process||All Software functionality is provided for the duration of the contract with Nowcomm. Once the contract has ceased, the organisation will be off - boarded, information securely deleted from the Nowcomm database, and tenant is removed at no extra cost. Bespoke off-boarding requirements can be purchased via "Nowcomm Specialist Cloud Consultancy Services".|
Using the service
|Web browser interface||Yes|
|Application to install||Yes|
|Compatible operating systems||
|Designed for use on mobile devices||No|
|Accessibility standards||None or don’t know|
|Description of accessibility||Highly accessible from a web browser, desktop application or mobile application.|
|What users can and can't do using the API||Sales Force Intergration can be accommodated.|
|API sandbox or test environment||No|
|Independence of resources||This service is built upon a robust and highly scalable platform and Cisco is recognised as a global leader in conferencing solutions.|
|Service usage metrics||Yes|
|Metrics types||Summary or detailed monthly reports can be provided for an extra cost.|
|Reporting types||Reports on request|
|Supplier type||Reseller providing extra features and support|
|Organisation whose services are being resold||Cisco|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Developed Vetting (DV)|
|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||
|Data sanitisation process||Yes|
|Data sanitisation type||
|Equipment disposal approach||A third-party destruction service|
Data importing and exporting
|Data export approach||There are several ways enterprise Customers and consumer users may export their personal data from the Cisco Webex platform. Customers may export limited categories of personal data via the Control Hub (as CSV exports) and all types of personal data (except authentication tokens) using APIs. If consumer users wish to export their personal data, they must use APIs|
|Data export formats||CSV|
|Data import formats||CSV|
|Data protection between buyer and supplier networks||
|Data protection within supplier network||
Availability and resilience
|Approach to resilience||Available on request|
|Outage reporting||Email alerts|
Identity and authentication
|User authentication needed||Yes|
|Other user authentication||Cisco WebEx provides authentication through multifactor authentication (MFA) by integrating with SAML v2 identity providers that support this mechanism.|
|Access restrictions in management interfaces and support channels||Cisco WebEx operates a multi level access platform. Users are provisioned with roles by the administor.|
|Access restriction testing frequency||At least once a year|
|Management access authentication||
Audit information for users
|Access to user activity audit information||No audit information available|
|Access to supplier activity audit information||You control when users can access audit information|
|How long supplier audit data is stored for||At least 12 months|
|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|
|Other security certifications||Yes|
|Any other security certifications||Cyber Essentials|
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||Other|
|Other security governance standards||Nowcomm is a Cyber Essentials Certified organisation and follows the processes set out within it. Nowcomm are actively working towards Cyber Essentials Plus and 27001 and operates within the guidelines set out.|
|Information security policies and processes||
Nowcomm follow the processes from Cyber Essentials as well as key processes and procedures from 27001.
The Cisco WebEx Cloud is a global, enterprise-scale network designed specifically for highly secure delivery of on-demand applications. It offers a scalable architecture, consistent availability and multilayer tenant security validated by rigorous independent audits, including SSAE-16 and ISO 27001.
The Cisco WebEx Cloud is certified by the Skyhigh CloudTrustTM Programme, the most extensive, impartial evaluation of cloud security and enterprise-readiness available.
|Configuration and change management standard||Supplier-defined controls|
|Configuration and change management approach||Organisations will have access to their own administration portal and have the option to assign Nowcomm as a partner administrator. Nowcomm follow ITIL best practices for change management.|
|Vulnerability management type||Supplier-defined controls|
|Vulnerability management approach||
Cisco continually monitor and develop their software for vulnerabilities and threats. Updates are rolled out automatically to the clients and devices.
Further support can be purchased under the "Nowcomm Monitor, Manage, Support and Optimise" G Cloud service.
|Protective monitoring type||Undisclosed|
|Protective monitoring approach||All external facing services are subject to monthly vulnerability scans. Patching takes place monthly with emergency patching being performed within 1 week of the vulnerability detection. In extreme circumstances and to protect the security of the organisation and customer, Nowcomm may patch on the same day. Vulnerability information is obtained from Cisco's TALOS platform and Cisco TAC. We use independent feeds using QUALSYS scanning engine, correlating all known CVE's, enabling us to establish impact for all managed assets scanned by the platform. Further support can be purchased under the "Nowcomm Monitor, Manage, Support and Optimise" GCloud service.|
|Incident management type||Supplier-defined controls|
|Incident management approach||
Incidents are logged with a unique case reference number and tracked from triage through to resolution via our service desk platform. We have pre-approved processes / changes for certain tasks, however day to day operation is bespoke per customer and may change depending on the organisation’s needs.
Users can report incidents via email, web or telephone.
Reports are provided via email upon request. Major incident reports are provided within 48 hours of the incident resolution. Updates available upon request.
|Approach to secure software development best practice||Supplier-defined process|
Public sector networks
|Connection to public sector networks||No|
|Price||£217 per user per year|
|Discount for educational organisations||Yes|
|Free trial available||No|