Opus Telecoms

Contact Centre

8x8’s contact centre as a service (X Series 5-8). Telephony & UC Contact for superior customer service. Highly compatible. Omnichannel. Customer speech analytics, AI, skills-based routing, Intelligent IVR, preview campaign dialler, dashboards, customisable web wallboards, quality monitoring, Named User permissions, Universal Team Messaging. Call recording. Open APIs CRM integration.

Features

• Customer Journey Analytics: CRM; Customisable web wallboard/dashboards
• Contact Centre: Omnichannel, single platform; CRM, CTI. Free flexible training
• Quality Management: real-time dashboard reporting; agent scoring, screen recording
• Workforce Management: scheduling, forecasting, holiday planning, shift pattern, supervision tools
• CCaaS: standard/intelligent IVR, AI, ML, Bots, ACD, skills-based routing.
• VoIP, web chat, queuing, web callback requests, speech recognition
• CCaaS: call recording, screen capture, data stored in UK. Multilingual
• Collaboration via online meetings, video chat/video calls/video conferencing
• Open APIs, CRM integration (Dynamics, Salesforce, NetSuite, Zendesk); PCI integration
• Interoperability (Google, Office 365, Salesforce, Skype for Business, Microsoft Teams)

Benefits

• Immediate ROI: rapid deployment. Savings of 40% versus traditional solutions
• Reduce costs, improve contact centre uptime, productivity; no upgrade downtime
• CCaaS: unify a distributed workforce, with cloud-based, agile working/ homeworking
• Co-browse with customers to promote channel shifting, enhance customer service
• Low-cost: single-view reporting; flexible: cloud-based, usable on any phone endpoint
• Interact on a customer's chosen contact channel: facilitate digital inclusion
• High-quality contact centre experience: expedite and automate quality monitoring
• Our CCaaS has reliable, built in business continuity/ disaster recovery
• Scalable with limitless capacity. Can use existing contact centre hardware
• Peace of mind: extensive security, including Cyber Essentials Plus, ISO27001

£37.00 to £125.40 a user a month

• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  PDF

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 bid@opustech.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

313256624199895

Contact

Jenny Critchfield
02085457121
bid@opustech.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: We perform planned maintenance periodically at no disruption to the customer. Customer-facing elements of the service, for example portals and softphones, are upgraded at customer convenience. Non-customer-facing elements, for example PBX functionality, are upgraded with full service continuity maintained throughout.
• System requirements:
  • Personal computer, MacBook or web browser-enabled device
  • A high-speed connection to the Internet
  • IP telephone device

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our UK-based Technical Support team has a target time for initial response of 30 minutes, for Critical and High priority issues; and one hour, for Medium and Low priority issues. Core business hours for the Customer and Technical Support teams are Monday-Friday, 08:00-18:30, to respond to emails and phone calls. Customers that are on the 24x7x365-day customer list will receive support outside of core business hours which may include support from our global support centres outside of the UK in order to maintain this service level.
• 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: No
• Onsite support: Yes, at extra cost
• Support levels: We provide Service Level Agreements for our customers; further detail is outlined in the accompanying Definition Document. General ongoing product support is inclusive within the licence cost. For deployments in excess of 50 users, a Deployment Engineer is part of the installation process; this is included in the pricing. This assumes a specified Statement of Work (SoW) has been mutually agreed as part of the buying process. For Business As Usual support requests, where technical engineers cannot resolve the issue remotely, on-site availability will be provided, at £495 plus VAT, per day. Inclusive 24x7 support is for customers with monthly expenditure of £5,000 or more. A Technical Account Manager can be made available.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Our deployment and training teams work together with you to help you start using our service. They provide you the necessary knowledge and training to setup, design, configure, maintain and use the solution efficiently. The deployment team ensures a smooth transition from your old to our new solution, using PMI methodology, in line with PRINCE2 principles. Starting the engagement with the Deployment, Training and Customer Success Teams will work in parallel from the initial Customer Kick-Off meeting. After Go-Live until the transition to our Support teams, the deployment team is ready to help you through issues arising during on-boarding. Project life-cycle process and governance is implemented from Day One, until closure. We offer training courses and resources across multiple services. Our courses, along with customer adoption materials, help you get the most from your system. Courses are offered open enrolment, via virtual classroom with hands-on exercises and labs, and accompanying user adoption kits. Content includes co-branding, best practices, resource guides, and an eBook with free online videos, tutorials, and starting tips. This approach provides sustainability, and fast on-boarding for new users. Other delivery and customisation options are also available.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Within 24 hours of the expiry of the Contract, data is automatically deleted from our systems. Customers must utilise the built-in product features which provide data exports, or utilise the APIs that give direct access to raw data and export whichever data elements are required to be retained before the expiry or data will become irrecoverable. If a customer requires data to be made available beyond the end of the contract, additional fees will apply.
• End-of-contract process: All data is deleted on contract expiration. Customers are responsible for offloading any data contained on the Cloud before expiry utilising the built in tools and APIs of the products. After expiry of the contract, data is rendered unrecoverable. If a customer requires data to be made available beyond the end of the contract, additional fees will apply.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Mobile accessibility via a download free app; iOS and Android only. The application looks and works in the same way for the mobile device as the desktop service.
• Service interface: No
• API: Yes
• What users can and can't do using the API: 8x8 has a common language (RESTful) and open API policy, where users proficient in URL-based HTTP APIs can inter-operate across 12 8x8 pre-written APIs. These enable multiple functions, for integration, for example with common CRM/ ERP; Service & Support; Productivity and Service & Security applications. Various bespoke functionality features can be achieved with the APIs. Depending on the proficiency of the user, multiple APIs can be used to widen functionality. Changes are made by the simple manipulation of the HTTP codes. The use of APIs must be by proficient users, familiar with these programming techniques.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
• API sandbox or test environment: Yes
• Customisation available: No

Scaling

• Independence of resources: Systems are scale-out, cloud based. Resources are automatically added as required based on load and utilisation. The Architecture team review design and proposed implementation of all new systems before going into operation to challenge assumptions and ensure scale, reliability, availability, security etc. have been considered. A dedicated Quality Assurance team run automated and manual tests against a replica production platform to verify the engineering solution meets standards which include load testing.

Analytics

• Service usage metrics: Yes
• Metrics types: Systems are scale-out, cloud based. Resources are automatically added as required based on load and utilisation. The Architecture team review design and proposed implementation of all new systems before going into operation to challenge assumptions and ensure scale, reliability, availability, security etc. have been considered. A dedicated Quality Assurance team run automated and manual tests against a replica production platform to verify the engineering solution meets 8x8 standards which include load testing.
• Reporting types:
  • API access
  • Real-time dashboards
  • Reports on request

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: 8x8

Staff security

• Staff security clearance: Conforms to BS7858:2012
• Government security clearance: None

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: In-house
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: No
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: A number of online tools exist in the applications, as well as low level access to data stores through the APIs.
• Data export formats:
  • CSV
  • Other
• Other data export formats: PDF
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Xml
  • Json

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: We aim to have our Services available to Customers 24x7 and include a SLA for system availability as well as call quality. We use commercially reasonable efforts to provide Customers with average annual Services availability equal to or greater than 99.95%. Our records and data are basis for all service availability calculations and determinations. We use commercially reasonable efforts to respond to Unplanned Service Interruptions, 24x7, that are reported through one of our Customer Support channels. To receive Service Credits, the Customer must notify us within 30 days from the time Customer becomes eligible to receive Service Credits. Failure to comply with this forfeits Customer’s right to receive a Service Credit. The Service Credit will be issued on the invoice for the period following the Customer’s request for the Service Credit, unless the Service Credit is due in the Customer’s final month of the Term. In such a case, the Service Credit refund will be mailed to the Customer.
• Approach to resilience: A dedicated Architecture team review all material changes to service definitions and products, before release, as part of 8x8's New Product Introduction (NPI) process. This review challenges design and implementation, looking for service risks. System components are systematically reviewed and assessed for risk using a "Failure Mode and Effects Analysis" methodology, scoring the risk based on methods of failure detection, whether fail-over is automated, how long fail-over takes, severity of impact of the failure, and likelihood of the failure. Where a component or system exceeds an acceptable risk, the proposed system solution is rejected and the engineering are required to refactor the solution, or offer mitigations for concerns. Mitigations may include accelerated detection methods, additional redundancy, reduced recovery times, or may require lower level software changes to survive more readily the failure modes.
• Outage reporting: The NOC provides management alerts for any customer affecting outage (and any security breach should one occur). The management alerts are sent via dedicated messaging channels to responsible individuals around the world, and include an audio conference bridge. The support organisation are included in the management notification group, and have a dissemination process for reporting to customers utilising a web based Support Portal. If more than one customer is affected a Master ticket is created and all customer portals are updated automatically if the Master ticket is updated. Updates are added to the ticket as they occur, consolidated if many changes are occurring, and the update messages state when the next update will be issued, if nothing changes by that time.

Identity and authentication

• User authentication needed: Yes
• User authentication: Other
• Other user authentication: The services are accessed using a Single Sign-on solution that presents authorised users with a panel containing icons for all products and tools, no further authorisation is required to access them
• Access restrictions in management interfaces and support channels: All systems are built on the principle of minimum access given. GDPR training is also given to all staff and Policies and Training are given to ensure staff understand how to comply,. New starters and staff changing role are given access to systems they require to perform their job role by system owners upon appropriate authorisation.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: Other
• Description of management access authentication: The services are accessed using a Single Sign-on solution that presents authorised users with a panel containing icons for all products and tools, no further authorisation is required to access them.

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: Less than 1 month
• How long system logs are stored for: Less than 1 month

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: 8x8 was accredited by Alcumus
• ISO/IEC 27001 accreditation date: 18/10/2018
• What the ISO/IEC 27001 doesn’t cover: Software Development
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: March 2019
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: None
• PCI certification: Yes
• Who accredited the PCI DSS certification: 8x8 accredited by QSA Company: NCC Group Security Services Inc
• PCI DSS accreditation date: 01/07/2018
• What the PCI DSS doesn’t cover: N/A
• Other security certifications: Yes
• Any other security certifications:
  • Cyber Essentials - Opus
  • FISMA - (8X8)

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: Opus is accredited to Cyber Essentials.; ; 8x8 is certified to FISMA/NIST 800-53 rev 4, being a superset of FedRAMP and SOC II Types I and II, GLBA and FFIEC. HIPAA certified (for health information). In the UK, 8x8 additionally has ISO27001 certification and PCI-SAQ-D
• Information security policies and processes: The 8x8 SIEM team, who report into the Global Information Security and Compliance Manager, who themselves report into the group CISO, manage the proactive monitoring of information risk bulletins from both government and commercial security organisations, and reactive monitoring of 8x8 systems for security events. This team manage any actions required to be performed by Engineering or Operations teams. Ongoing internal audits by dedicated auditing staff monitor for compliance to all standards 8x8 are certified for. HR sanctions are utilised to ensure enforcement. 3rd party auditing is carried out annually or as often as the certification standard recommends. All auditing teams report into the global CISO team. 8x8's CI/CD - Continuous Integration/Deployment systems ensure that at all stages of the engineering life-cycle the appropriate security tests have been performed. 8x8 practices secure coding, with multiple virtual teams existing. Starting with an Architectural review at the start of new projects, ongoing code checking by both manual peer review by security staff and automated reviews with Veracode SAST and Greenlight. Qualys, Tenable Nessus Pro and Veracode DAST and SAST scans are operated throughout our systems on a continuous 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: The asset management system tracks location, support agreements, manufacturers warranties, and EOL dates. Operations process that are "Business As Usual" include disc swaps for both faulty and EOL changes. BAU processes are fixed and tested, and require no further authorisation. Non-BAU changes require operations review and approval. Changes that are software releases must have multiple sign-offs, including Architecture, Operations and Support department.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: All 8x8 production software goes through security review and testing pre-production, including Penetration Testing using multiple tools. Any security issues found are remedied before release. Additional continuous testing is run against production systems (to cover systems which may remain unchanged for long periods). For these systems, the speed of patch deployment depends on the criticality. SLA's: Critical within 24 hours, High within 7 days, Medium within 30 Days and Low within 90 Days. The SIEM team also review security bulletins from both government and commercial security organisations.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: The SIEM team constantly monitors Firewall, Network, IDS and IPS system alerts. In the event that a suspected or actual breach were to take place, escalation to senior management occurs whilst an assessment of the scope of the breach or potential breach is undertaken. Affected customer(s) are notified through the Support Portal. All data customers are processing or storing on 8x8 systems is treated as Sensitive, any suspected data loss is treated as a loss of "sensitive" data, and appropriate actions taken. Any notification processes are operated in parallel to ensuring any breach is blocked, and re-occurrence prevented.
• Incident management type: Supplier-defined controls
• Incident management approach: The 24 hour NOC manages all types of incident, including Service and Security incidents, and whether proactively detected or reported by customers. Senior management notification occurs whilst an assessment of the scope of the incident is undertaken. Affected customer(s) are notified through the Support Portal. Any notification processes are operated in parallel to resolving the incident if it is ongoing. The Support organisation handles customer facing communications, including initial triage of incident reports and assessment of severity. Security incidents or Service outages result in an RCA process including cross-functional reviews, resulting in a customer facing Incident report.

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

• Connection to public sector networks: Yes
• Connected networks: Joint Academic Network (JANET)

Pricing

• Price: £37.00 to £125.40 a user a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: We are able to provide a structured and controlled formal Proof of Concept (POC). This would be on a trial basis which would require further scope, measurement criteria and consideration of potential cost implications to be agreed.

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  PDF

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 bid@opustech.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.