Arkadin

Anywhere365 Contact Centre solution hosted by Arkadin

Anywhere365 is the largest native Microsoft Teams and Skype for Business Contact Centre and Dialogue Management platform used by more than 800 global customers in 50 countries. Anywhere365 provides full-fledged contact centre capabilities and/or advanced Skype for Business & Teams features.

Features

  • Dynamically route calls based on numbers, skills, location, CRM data
  • Manage agents over multiple contact centre locations and skills
  • Route calls based on customer’s choices
  • Embed Timeline and relevant CRM data inside your Skype client.
  • Advanced features for Skype for Business Clients
  • Web Reception Attendant: with Advanced Timeline, Chat etc.
  • Interactive Dialogue Management real-time reporting
  • (web)chat(bot) interaction & translation services
  • Integrated hunting methods e.g. routing-based on Least-Idle etc.
  • Call & Chat recording for in/outbound calls and chats.

Benefits

  • Fully featured Contact Centre platform trusted by 800+ customers.
  • Enhancing capabilities of Skype-for-Business with integration to CRM systems.
  • Commercial model: no charge per agent, but per server/domain.
  • Departments or groups can have its own contact centre service
  • Easy Operations/(change)management
  • Ownership: Functional management by end-users
  • Microsoft Gold Partner
  • Constantly incorporating new features and capabilities from Microsoft.
  • Native to Skype for Business and Teams and quickly deployed
  • Microsoft for Skype for Business certified

Pricing

£2290 to £7990 per server per month

  • Education pricing available
  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

3 0 1 8 6 4 2 8 4 2 5 6 5 4 0

Contact

Arkadin

Chris Gladwin

+44 (0)7738349781

C.Gladwin@arkadin.com

Service scope

Service scope
Software add-on or extension Yes
What software services is the service an extension to Native to and extension of Microsoft Skype for Business and Teams
Cloud deployment model
  • Private cloud
  • Hybrid cloud
Service constraints We recommend that hardware devices i.e. headsets, handsets are compatible to Microsoft.
System requirements
  • Customer must connect its network(s) to ATC platforms
  • Adequate network bandwidth must be made available
  • Specific ports to be enabled on Firewall
  • Windows 7 OS and above

User support

User support
Email or online ticketing support Email or online ticketing
Support response times We provide a maximum 24-hours time to respond. This depends on the type of question.
User can manage status and priority of support tickets No
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 2.1 A
Web chat accessibility testing Prior to any release, we thoroughly tested our web chat support UI with a selected user group.
Onsite support No
Support levels We provide a Level 2 service desk support that interfaces with customer service desk. Our service desk backed by Level 3 engineer service desk.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We provide a service transition specialist that ensures a smooth transition to live service. Training and organisational change management services are offered. User documentation is also provided to clients.
Service documentation Yes
Documentation formats
  • PDF
  • Other
Other documentation formats Vendor Go-Live user guide (Live Website)
End-of-contract data extraction Depending on the services & features purchased; low level of data is stored. Data can be provided on customer request at agreed cost.
End-of-contract process Typically at the end of the contract a customer will have already migrated to another supplier. Any assistance with migration would be chargeable. Once the last users have been migrated off, the service is turned off

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Chrome
Application to install Yes
Compatible operating systems Windows
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Anywhere365 leverages the standard Skype / Teams client, so users on mobile can be serviced as well even if they are only connected via PSTN. In addition, Anywhere365 has mobile apps that can enrich the experience even further if desired.
Service interface No
API No
Customisation available Yes
Description of customisation Customers can choose from many features and modalities available with Skype for Business and have the option to add supplementary services. Depending on the expected feature customisation, it can be done at user / Admin or support level.

Scaling

Scaling
Independence of resources Highly scalable platform, built in a multi tenant model & evolving according to the number of provisioned users / customers. Guaranteed by SLAs and Service credit model.

Analytics

Analytics
Service usage metrics Yes
Metrics types Metrics around platform usage are available. Additional metrics (Advanced reporting) are available on quote depending on customer's requirements & platform capacity.
Reporting types Regular reports

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Baseline Personnel Security Standard (BPSS)

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 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 another standard
  • Encryption of all physical media
  • Other
Other data at rest protection approach The data centres that host our services comply with ISO27001 accreditation, therefore have the industry's security protocols in place to secure data at rest.
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 importing and exporting
Data export approach Via Anywhere365 Reporting Portal
Data export formats
  • CSV
  • Other
Other data export formats
  • XML
  • PDF
  • Mhtml
  • Excel
  • Tiff
  • Word
Data import formats Other
Other data import formats Not applicable to the service being proposed

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Other
Other protection between networks Optionally the buyer can opt for reaching our network using Private Network connection. In any case the signalling and media packets remain encrypted.
Data protection within supplier network TLS (version 1.2 or above)

Availability and resilience

Availability and resilience
Guaranteed availability 99.95% availability. Service credits apply when SLA not met. It is the customer's responsibility to inform Arkadin where a service credit is due.
Approach to resilience All servers are duplicated and act on an active/active basis using load balancers.
Outage reporting Arkadin will notify clients through email and provide an update until the outage is resolved.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels Through an administrator portal, it is possible to create / activate / deactivate users. It is not possible to configure or modify access to support channels.
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor 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 No audit information available
How long system logs are stored for At least 12 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 certifications No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified No
Security governance approach Corporate Security and Compliance is of utmost importance at Arkadin. As part of the NTT Group, number 1 global telecommunications organisation, we adhere to strict protocols and processes set by our parent organisation. In addition, it is the responsibility of our Corporate Security team and governance committee to ensure our employees adhere to internal processes e.g. password protection.
Information security policies and processes Arkadin follow best practice from ISO27001 accreditation. Corporate Security and Compliance is of utmost importance at Arkadin. As part of the NTT Group, number 1 global telecommunications organisation, we adhere to strict protocols and processes set by our parent organisation. In addition, it is the responsibility of our Corporate Security team and governance committee to ensure our employees adhere to internal processes e.g. password protection.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Arkadin follow best practice from ITIL methodology. Arkadin has in place a Change Advisory Board that is responsible for ensuring product updates or changes are tested and tracked throughout its lifetime. We distinguish between Minor and Major changes, and major changes are communicated and discussed with clients.
Vulnerability management type Supplier-defined controls
Vulnerability management approach We run vulnerability testing on a monthly basis or following a platform release. Patches are deployed on severity basis.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Our platform is monitored by our dedicated engineers in our NOC 24/7 and proactive monitoring system. Any incidents identified are resolved within the agreed SLAs.
Incident management type Supplier-defined controls
Incident management approach Arkadin's incident management processes follows best-practice from ITIL. We proactively resolve most faults before clients can notify us due to our monitoring systems. If a customer raises an incident then this will be resolved within the agreed SLAs or escalated to our partners. Incident reports can be provided on request.

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 No

Pricing

Pricing
Price £2290 to £7990 per server per month
Discount for educational organisations Yes
Free trial available Yes
Description of free trial Free demo accounts for up to 2 weeks

Service documents

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