Netpremacy Limited

RingCentral Contact Centre via Netpremacy

RingCentral Contact Centre is a cloud based, feature complete, highly configurable call centre solution, with extensive capabilities to improve agent productivity and increase customer satisfaction. Powered by inContact (cloud contact centre market leader), and built on a fault-tolerant architecture. Ring Central Contact Centre brings unparalleled service quality alongside market-leading functionality.

Features

  • Highly configurable to suit your specific business requirements
  • Universal queue function
  • Email and chat integration
  • Advanced ACD with skills based routing
  • RingCentral Advanced IVR with speech recognition
  • CTI capabilities
  • In-depth reporting including real time statistics and wall boards
  • Agent optimization function including coaching, quality monitoring and workforce management
  • Hiring and customer feedback management tools
  • Ring Central Omni-channel contact centre solution

Benefits

  • Significant cost savings with RingCentral
  • Geo-redundant, fault tolerant architecture
  • Highly scalable platform for any enterprise size or growth rate
  • Seamless working across multiple locations and remote agents
  • Maximised effectiveness of customer self service
  • Cross platform universal queues for better agent organisation
  • Improved productivity with innovative, market leading tools
  • Simple Ring Central user experience across all devices
  • Ring-Central is the leading solution recognised by Gartner
  • Full omni-channel solution with WFO, detailed analytics and CRM integrations

Pricing

£64.99 to £154.99 per user per month

Service documents

G-Cloud 10

367006152203147

Netpremacy Limited

Andrew Eden

0113 366 2008

aeden@netpremacy.com

Service scope

Service scope
Software add-on or extension Yes, but can also be used as a standalone service
What software services is the service an extension to RingCentral Contact Centre is a standalone solution. However, with many out of the box integrations and open APIs, RingCentral Contact Centre can be integrated with RingCentral Office or other telephony systems as well as most business applications companies use on a daily basis such as Salesforce and others.
Cloud deployment model Public cloud
Service constraints RingCentral Contact Centre is a pure cloud solution and as such does not require any specific hardware.
System requirements
  • Internet access
  • Windows XP, Windows 7
  • Microsoft .NET Framework 4.0
  • Full 2Ghz processor, 1GB RAM
  • Minimum 120MB disk space

User support

User support
Email or online ticketing support Email or online ticketing
Support response times RingCentral offers 24x7x365 support via email, phone and live chat. 80% of calls answered within 60 seconds by our UK premium support unit. Web and other escalations are responded to in under 1 hour.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.0 AAA
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 None or don’t know
How the web chat support is accessible RingCentral offers 24x7x365 web chat support easily accessible from the support section of their website.
Web chat accessibility testing RingCentral web chat interface is easily accessible and very intuitive.
Onsite support Yes, at extra cost
Support levels RingCentral packages include 24x7x365 support via phone, email and web chat. Our solution is fully cloud based and we offer comprehensive remote support. Should you require onsite support, our Professional Services team will work with you on the best solution.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started RingCentral provides both onsite and online training based on customers requirements and needs. We also provide a wide range of user documentation as well as an online user community.
Service documentation Yes
Documentation formats
  • PDF
  • Other
Other documentation formats
  • Videos
  • Online user community
End-of-contract data extraction When the contract ends, users will be able to extract their data. All customer data is destroyed upon account termination and all internal confidential material is shredded or put in locked shredding boxes when they are no longer needed or if the applicable defined retention period has expired.
End-of-contract process The contract includes a license fee per user per month as well as any Professional Services costs (one off payment). Based on the customer's requirements and needs there might be additional hardware costs for headsets if required by the customer.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install Yes
Compatible operating systems
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
Designed for use on mobile devices Yes
Differences between the mobile and desktop service RingCentral Contact Centre is a cloud based solution and is available anytime, anywhere. At RingCentral we highly value user experience and our solution has been recognised as one of the most intuitive in the market by several analysts. Agents are able to make and receive calls on their mobiles and supervisors can use an iPad to monitor the contact centre activities in real-time. We provide a consistent experience across devices with a similar look and feel, navigation and functionalities. With RingCentral agents do not need to learn how to use the solution.
Accessibility standards None or don’t know
Description of accessibility RingCentral Contact Centre is an easily accessible and very intuitive cloud solution.
Accessibility testing RingCentral Contact Centre is an easily accessible and very intuitive cloud solution.
API Yes
What users can and can't do using the API RingCentral and its partner inContact provide an open API platform for businesses to build communications capabilities in the business applications and systems of their choice.
API documentation Yes
API documentation formats
  • PDF
  • Other
API sandbox or test environment Yes
Customisation available Yes
Description of customisation With RingCentral Contact Centre, users can fully customise their solution to meet their business processes, needs and goals. Together we will build a solution for your specific needs.

Scaling

Scaling
Independence of resources The Contact Centre platform has been designed from the ground up with high availability and geo-redundancy in mind. As a cloud solution, RingCentral is highly scalable and provides service availability of 99.99% uptime.

Analytics

Analytics
Service usage metrics Yes
Metrics types RingCentral Contact Centre provides a full range of metrics including real-time wallboards, pre-built reporting, custom reporting and will also allow you to export data into the systems of your choice such as a BI tool in order to get more out of your data and fully align your contact centre solution with your business goals. Our analytics suite gives you full visibility into your contact centre and allows you to go as granular as your need in order to support informed decision making.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Reseller providing extra support
Organisation whose services are being resold RingCentral

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 Complies with a recognised standard (for example CSA CCM version 3.0)
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 CSA CCM v3.0
  • Physical access control, complying with another standard
  • Encryption of all physical media
Data sanitisation process Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data importing and exporting
Data export approach RingCentral Contact Centre users will be able to easily export their data from the online portal.
Data export formats CSV
Data import formats CSV

Data-in-transit protection

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

Availability and resilience
Guaranteed availability The Contact Centre platform has been designed from the ground up with high availability geo-redundancy in mind and provides 99.99% service uptime. We will share on financial compensation adjustments associated with under-performance upon request. All data is stored and processed in world-class data centres, highly secure, running in an active-active configuration to provide business continuity in any situation.
Approach to resilience The Contact Centre platform's architecture has multiple levels of inter & intra redundancy built in to it. It's designed to run in an active-active mode and seamlessly switches to the available data centre in the event of any failure. Service failover is tested regularly during system maintenance windows.
Outage reporting Our network operations centre (NOC) operates 24/7/365 to ensure optional system configuration and service availability. Our engineers continuously monitor systems, metrics and alarms. The are 5 internal alarm levels to ensure reliable operations (presented here from lowest to highest importance): Informational (take note, no direct action results); Warning (watch and take action as needed); Critical (immediately fix and/or escalate); Service Outage (immediately fix and escalate); Disaster (immediate fix and escalate through a live conference call regardless of day or time). RingCentral customers are immediately notified of issues and outages affecting their service. Customers are also notified when the issue is resolved, what the issue was and how it was resolved.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels RingCentral has complex password requirement to restrict access to its service. Upon entering wrong details users account will be locked.
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

Audit information for users
Access to user activity audit information You control when users can access audit information
How long user audit data is stored for Between 6 months and 12 months
Access to supplier activity audit information You control when users can access audit information
How long supplier audit data is stored for Between 6 months and 12 months
How long system logs are stored for Between 6 months and 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification No
ISO 28000:2007 certification No
CSA STAR certification Yes
CSA STAR accreditation date Information made available upon request
CSA STAR certification level Level 3: CSA STAR Certification
What the CSA STAR doesn’t cover Information made available upon request
PCI certification Yes
Who accredited the PCI DSS certification Information made available upon request
PCI DSS accreditation date Information made available upon request
What the PCI DSS doesn’t cover Information made available upon request
Other security certifications Yes
Any other security certifications
  • HIPAA
  • TRUSTe Privacy Seal
  • Safe Harbour
  • CNI Compliant

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards CSA CCM version 3.0
Information security policies and processes Security is important when you move your contact centre to the cloud. We are the only cloud contact centre solution with a Trust Office because we are committed to your data's security. Our experts make sure your important data is safe and your contact centre system is reliable and runs at top speed. We are committed to maintaining compliance standards in both customer privacy and where customer records and financial information are stored. It is understood the the necessary security controls should flow through the entire system and we maintain every effort to do so. In addition to standard compliance policies put in place by the following designations, our company participates in internal process reviews periodically throughout the year. PCI; 404 SOX certification; Safe Harbour; HIPAA; SOC2

Operational security

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 RingCentral network and application perimeter is protected with firewalls and session border controllers. Administrative access requires authenticating through a production VPN gateway, then authenticating to local infrastructure systems. Technology layers include intrusion detection systems, system logs and fraud analytics. Operational processes include system and service-level monitoring, system hardening, change management and regular vulnerability scans.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach RingCentral uses Intrusion Detection Systems (IDS) to monitor network activity for suspicious traffic and attacks.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach We have NOC monitoring incidents 24x7. The security director is notified of the incident immediately. The required teams follow the approved information security response guide.
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 We have NOC monitoring incidents 24x7. The security director is notified of the incident immediately. The required teams follow the approved information security response guide.

Secure development

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

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £64.99 to £154.99 per user per month
Discount for educational organisations No
Free trial available No

Documents

Documents
Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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