Capgemini UK plc

Odigo as a Service

Odigo is an omni-channel, cloud-based platform for Contact Centre as a Service. It can enable functionality, security, resilience and availability required by public sector Customers. Charges are opex-oriented and pay-per-minute (not per user) for voice. Much of configuration can be maintained by users. Access to upgrades is free of charge.

Features

  • Can be deployed in a modular fashion
  • Can offer flexible configuration
  • Is hosted in the cloud
  • Can support multi-site 'virtual' contact centre
  • Can enable real-time monitoring across all sites
  • Can provide secure access
  • Can enable resilient architecture for high up-time
  • Can provide an API for integration with other systems
  • Can offer Customer a pay-per-minute model for the voice channel

Benefits

  • Can provide support for an omni-channel customer strategy
  • Can allow ongoing configuration by users
  • Can help Customer in adding new sites
  • Can reduce IT support requirements compared to on-premise solutions
  • Can help Customers receive upgrades without a maintenance charge
  • Can help Customers to reduce cost to serve
  • Can help Customers to increase their clients satisfaction

Pricing

£0.025 per user per minute

Service documents

G-Cloud 10

321523130521780

Capgemini UK plc

Giovanna Borgia

+44(0)370 904 4858

publicsector.opps.uk@capgemini.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Hybrid cloud
Service constraints No specific constraints
System requirements
  • Standard web browser
  • Telephone number for voice channel agents

User support

User support
Email or online ticketing support Email or online ticketing
Support response times We aim to acknowledge receipt of questions within one Working Day. Resolution times will be according to the service level agreement for the service.
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 Our helpdesk can be available 24x7x365 and is included within the cost of the service. We can provide a 15 minute response time to incidents and then a resolution time based on the priority/severity of the incident – see service definition for further details. As an option, we can provide a Service Manager, as a single point of contact for ensuring service quality, for service level reporting, for keeping the client up-to-date on new releases/upgrades etc.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started This is covered by Capgemini’s Lot 3 Odigo - Deployment Services offer. It includes a project to define requirements, configure and integrate the solution, train users (classroom train-the-trainer or eLearning), test the solution, migrate data (if required) and prepare for go-live.
Service documentation Yes
Documentation formats
  • HTML
  • ODF
  • PDF
End-of-contract data extraction Arrangements for Buyer data to be extracted can be agreed at the start of each contract, and the execution of such arrangements can be completed as part of the contract close down procedures
End-of-contract process At the end of the contract, Capgemini can review with the Buyer:
That contractual obligations have been met;
That invoices have been raised and paid;
That no outstanding, documented issues remain (unless agreed otherwise);
That access rights have been terminated and user Ids deleted;
That data had been backed up and recovered as appropriate.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Microsoft Edge
  • Firefox
  • Chrome
  • Opera
Application to install No
Designed for use on mobile devices No
Accessibility standards WCAG 2.0 A
Accessibility testing Odigo is compatible with Jaws, allowing users with impaired vision to know what is on the screen. Without customisation, Jaws is able to read screen contents to the user.
The system can also be customised to be usable by colour blind users.
Note also that Odigo can be used with a mouse, with minimal use of a keyboard.
API Yes
What users can and can't do using the API Odigo is an open solution with open APIs, which are fully documented in the user guide. We provide a Software Development Kit, so that users can leverage Odigo capabilities through the APIs. Examples could include triggering calls, integrating interaction management within a business application, triggering outbound notification, retrieving data/statistics.
API documentation Yes
API documentation formats
  • Open API (also known as Swagger)
  • HTML
  • PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Can configure functional design of their organisation within the solution (no programming required). Can adapt graphical interface with specific buttons / actions. Can make calls to legacy applications (e.g. end customer records call from a CRM system).

Scaling

Scaling
Independence of resources Our service is based on a SaaS approach that allows architecture scaling as load increases. Each Buyer organisation has a dedicated, logical instance to handle data segmentation between Buyers. Specific demands can be managed on a per instance basis to prevent edge effects between Buyers.

Analytics

Analytics
Service usage metrics Yes
Metrics types We can provide technical and business metrics presenting contact centre activity by agent, team, site, channel, queue, phone number etc. Metrics can help users to understand activity levels, responsiveness to customer contacts, opportunities to improve service etc.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Security Clearance (SC)

Asset protection

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 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
Data sanitisation process Yes
Data sanitisation type Explicit overwriting of storage before reallocation
Equipment disposal approach In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach Can export data through the Odigo user interfaces and in co-ordination with Capgemini
Data export formats CSV
Data import formats
  • CSV
  • ODF

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)
  • IPsec or TLS VPN gateway
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability We can provide at least 99.9% availability. As part of a Call Off agreement, Capgemini can agree service credit arrangements for situations where availability levels are not met.
Approach to resilience Solution can be deployed across multiple sites including both active/active and active/passive designs (depending on modules). Disaster recovery can be managed from site to site. On each site, each technical element and functional module can rely on local redundancy, allowing service continuity (network/security clustering, server clustering, software clustering when applicable). Virtualisation can be used to improve flexibility and availability of services. Specific application modules can be developed to improve resiliency and recovery. Specific application modules can be developed to allow degraded operation without service disruption.
Outage reporting Communications are handled via the incident manager (according to ITIL standards)

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
Access restrictions in management interfaces and support channels Depending on the service accessed or the client's demands, authentication may use login/strong password over private or encrypted channel on public network (Internet), identity federation (e.g. client's directories, Salesforce …) or strong authentication (linked to health data access). Strict password policy is imposed (except for ID federation provided by third parties).
Access restriction testing frequency At least every 6 months
Management access authentication 2-factor authentication

Audit information for users

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 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 At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 AFNOR Group specifically for this service
ISO/IEC 27001 accreditation date 07/11/2016
What the ISO/IEC 27001 doesn’t cover Hosting infrastructure in France & related production tools
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification Yes
Who accredited the PCI DSS certification XMCO (Qualified Security Assessor under the PCI Security Standards Council
PCI DSS accreditation date 26/06/2016
What the PCI DSS doesn’t cover Payment channels other than voice (IVR) and m-commerce gateway
Other security certifications No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards ISO/IEC 27001
Information security policies and processes Capgemini follows its own information security policy, which is referenced against ISO27001:2013 - Information Technology - Security Techniques - Information Security Management Systems - Requirements, ISO 27002:2013 - Information Technology - Security Techniques - Code of Practice for Information Security Controls, and the Information Security Forum - Standard of Good Practice (2014).

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Capgemini's configuration and change management processes for Odigo are set out in its Odigo Change Management Process documentation.
Upcoming changes are reviewed by the Odigo Change Advisory Board for a go/no-go decision, delivery timeframe and impact on client services.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Security watch based on CERT alerts and impact analysis. Deployment within predefined periods based on severity.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Controls based on ITIL V3
Incident management type Supplier-defined controls
Incident management approach Odigo Incident Management is based on ITIL V3. We provide 1st, 2nd and 3rd line support with an escalation mechanism. Priority 1 incidents are managed by a dedicated incident manager.
Details of our processes can be made available to Buyers during discussions concerning a potential purchase of the solution.

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 £0.025 per user per minute
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions
Service documents
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