Intrado Solutions Ltd

Intrado Cloud Contact Pro

Intrado Cloud Contact Pro is a cloud hosted, multichannel contact platform designed to boost productivity, increase contact rates and build customer relationships. With more than 400 features, our service has the ability to deliver diverse call flows for customer acquisition, service, retention and collections, with workflow management tools and forecasting.

Features

  • Integrated Maintenance and Upgrades
  • Assigned Success Manager
  • Flexible Concurrent Agent Licencing
  • Cloud-based Call Recording
  • Real-Time Contact Flow Editor
  • Multi-Channel Support including Phone, Email, SMS
  • PCI-DSS Compliant
  • No Equipment Needed and Use Your Existing PBX
  • Supports Disaster Recovery and Home Working Agents
  • Blended Approach Supports Inbound and Outbound Agents

Benefits

  • Seamless upgrades scheduled out of hours decreases IT reliance
  • Ongoing customer success support tailored to your objectives
  • Flexible licencing allows for usage spikes without further commitment
  • Cloud call recording for instant access from anywhere
  • Simple GUI allows for easy call flow changes at anytime
  • Dynamic scripting ensures compliance and agent friendly scripts
  • Single Pane of Glass view of customer across multiple channels
  • Increases your call connection rates
  • Advanced payment systems reduce handling time and post call processing
  • Sweat your assets and maximise ROI via existing PBX

Pricing

£40 per licence per month

Service documents

G-Cloud 11

373799024834530

Intrado Solutions Ltd

Intrado Solutions Limited

0330 606 8 606

emearfp@intrado.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 Can overlay with existing PBX (Avaya, Cisco, etc)
Cloud deployment model Private cloud
Service constraints Licences required based on number of agents, locations and key requirements such as PCI-DSS compliance.
System requirements
  • Web Browser
  • Concurrent Licence for Agents

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Tickets are assigned severity level and response times will vary depending upon these; response times remain the same at weekends. Customers can contact West via Supplier Portal or Phone;

We aim to respond to a P1 issue within ½ an hour.
We aim to respond to a P2 issue within 1 business hour.
We aim to respond to a P3 issue within 24 business hours.
We aim to respond to a P4 issue within 2 business days.
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 No
Support levels West provides 24x7 support as standard for all customers. We aim to respond to your issues within the following timescales:

• P1 critical issue is defined as the system being down and as a result nobody is able to use the product. We aim to respond to a P1 issue within ½ an hour for OnDemand (hosted) customers.
• P2 serious issue is defined as whilst impacting heavily on your business some users are still able to use the product We aim to respond to a P2 issue within 1 business hour for OnDemand (hosted) customers.
• P3 important issue is defined as non-critical, and whilst part of the product may be failing, it is not stopping the majority from using the product We aim to respond to a P3 issue within 24 business hours for OnDemand (hosted) customers.
• P4 minor issue is defined as non-critical and can be endured without impact on your business. We aim to respond to a P4 issue within 2 business days for OnDemand (hosted) customers.

Typically you can expect a response within an hour of submitting an issue. Customers can contact West via Supplier Portal or Phone.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Training - Full training sessions for agents, team leaders and administrators will be provided to teach them how to use the system. This can either be to the users themselves or as a “train the trainer” course. The West delivery team will provide on-site support will be provided for go live day and a pre-agreed number of days after.

Supplier Portal - Contains User guides, web help, knowledge-base articles and FAQs.

Success Manager - Can be available for initially daily calls, which will turn into weekly calls and then monthly 1 day site visits, which is included in the contract (dependent on number of agents).
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction West provides tools for extraction and download of data should the customer wish to migrate away from Cloud Contact Pro. Data can be extracted via our XML-based web-services database API or bulk downloaded as Excel/CSV files via the standard web client.
West will purge and destroy all customer data from any computers or storage media upon request following customer extraction of the data.
End-of-contract process Off-Boarding is simply a case of the customer reaching the end of the agreed contract period, followed by both parties jointly agreeing the retirement schedule of their service and associated data. This process is designed to be as quick and seamless as possible, providing the customer with full control of the downloading and destruction of their data. Data can be extracted via our XML-based web-services database API or bulk downloaded as Excel/CSV files via the standard web client.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10
  • Microsoft Edge
  • Chrome
Application to install No
Designed for use on mobile devices No
API Yes
What users can and can't do using the API Onboarding Data can be uploaded via our XML-based web-services database API or uploaded as Excel/CSV files via the standard web client.

Extracting Customer Data can be extracted via our XML-based web-services database API or bulk downloaded as Excel/CSV files via the standard web client.
API documentation Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Customers can customise many aspects of the service including but not limited to;

- Agent Skillsets Assignments
- Contact Flow Routing
- Hold Options incl Wait Time, Position in Queue or both; Call Back
- Call Reason /Outcome Codes
- CRM integration
- IVR Surveys
- IP Whitelisting
- PCI compliance

Scaling

Scaling
Independence of resources We interconnect with 12 carriers and have 22 points of presence in multiple different countries. If any capacity metrics reach a pre-defined threshold, typically >60% of maximum capacity for a sustained period of time during Business Hours, then an immediate review will be undertaken on that element service to determine if an increase in capacity is required. West has relationships with multiple carriers and suppliers to
ensure there are multiple options available should an increase be required.

Analytics

Analytics
Service usage metrics Yes
Metrics types Cloud Contact Pro includes a suite of 60+ standard reports with drilldown which can be filtered based on a range of criteria and saved for personal usage on an ad-hoc basis or scheduled for email distribution in PDF, Excel, Word format.

Cloud Contact Pro also provides 15-minute and daily performance statistics feed in XML format which can be easily downloaded, transformed and imported into third-party reporting tools.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

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

Asset protection

Asset protection
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 Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency At least once a year
Penetration testing approach ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest 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 A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach Data can be extracted via our XML-based web-services database API or bulk downloaded as Excel/CSV files via the standard web client.
Data export formats
  • CSV
  • Other
Other data export formats
  • XML
  • PDF
  • Excel
Data import formats
  • CSV
  • Other
Other data import formats
  • XML
  • Excel

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

Availability and resilience

Availability and resilience
Guaranteed availability Availability – Cloud Contact Pro
The amount of time a platform is available (in production) - 99.5%+
Approach to resilience In order to ensure bandwidth and availability, West has made large investment for voice and data interconnectivity, and use multiple carrier grade platforms to ensure maximum uptime. This includes mirrored high availability session border controllers with automatic failover (without call interruption) with geographic diversity of routes to different data centres.

We have real-time voice call routing across a minimum of four telcos per country for telephony services, so should a phone call fail to terminate with a primary operator we will terminate it with another transparently to our customer. We have multiple resilient connections to our telecoms operators including direct and indirect connections to multiple points of presence to ensure continued service delivery, with nodes for voice in Europe connecting in London, Manchester, Reading, Kingston, Frankfurt, Amsterdam, Dortmund and other locations.

West is an ISP in its own right with RIPE-allocated IP address network ranges which we host over five Tier-1 ISPs. We float this range of IP addresses across them all providers using BGP and HSRP standards for high availability and automatic rerouting of customer traffic in the event of a failure with a single provider.
Outage reporting The Support Portal is an invaluable resource of information in which you can log and escalate support issues, view current issues and read updates, notify us of product improvements you would like to see made, access a knowledge base of solutions to common problems, access product help and support documents as well as training videos.

Email alerts and phone calls are possible as well as proactive monitoring.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels Customers are logically seperated with IP Whitelisting
Access restriction testing frequency At least every 6 months
Management access authentication Username or password

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 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 At least 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 Lloyd's Register
ISO/IEC 27001 accreditation date 22/01/2019
What the ISO/IEC 27001 doesn’t cover Scope is limited to the security of all managed information assets and processing operations relating to the provision of Cloud based PBX and Contact Centre software and services to clients, and all supporting operational, research & development and maintenance activities, reviewed in accordance with the Statement of Applicability v2.n
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification Yes
Who accredited the PCI DSS certification Gemserv
PCI DSS accreditation date 26/03/2019
What the PCI DSS doesn’t cover Not Applicable
Other security certifications No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified No
Security governance approach Objectives:
- Protecting confidentiality, integrity, and availability of data and information systems
- Preventing illicit use of data and information systems
- Ensuring effectiveness of security controls
- Recognizing Information Security risks.
- Development, review, and maintenance of minimum security controls
- Acquaint employees, subcontractors, with ways to protect information resources and responsibilities

Policies, standards, procedures apply to all data, information systems, activities, and assets owned, leased, controlled or used by West or business partners. These apply to all employees, contractors, sub-contractors, and respective facilities supporting West business operations, wherever West data is stored or processed, including any third-party.
Information security policies and processes The West Information Security Policy Manual is aligned with ISO 27002:2013 and includes controls and objectives. A separate Risk Management Framework has been implemented to document and calculate risk.

We ensure policy is followed through onboarding training, annual reminders and constant communication by the security management team.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach West have a documented change management process. This tracks change requests from point of origination through risk analysis and mitigation through to change planning, implementation and testing. West’s Change Control process is built on a single, integrated system which is used by all IT support groups and business units. All approvals are permanently tracked in the system and include the name of the approver, the date/time, and what business unit. Risk Surveys are used to assess risk and levels of approvals necessary. Risk survey questions are driven by the Change Category and will vary based on the type of work.
Vulnerability management type Supplier-defined controls
Vulnerability management approach We receive Security Advisories and Alerts regularly from our enterprise-wide anti-virus and InfoSec team. In addition West have in-house Information Security staff who proactively monitor our platforms for vulnerabilities, unusual usage patterns and more.

Patch deployment is deployed via our standard or emergency change management processes depending on severity of threat.
Protective monitoring type Supplier-defined controls
Protective monitoring approach We actively monitor our platforms 24/7/365 via a dedicated Network Operations Center which is manned by West staff. The platform is monitored for unusual usage patterns, threats, compromises, etc. Any threats or unusual usage is flagged and if required patches or changes are raised via the aforementioned change management process.
Incident management type Supplier-defined controls
Incident management approach Incident management from end users is controlled via Phone or Email. End users can contact West with any incident as our NOC is manned 24/7/365. Incidents are assigned a severity level and prioritised for action. Customers are informed regularly via email and phone for status updates including ticket closure.

Secure development

Secure development
Approach to secure software development best practice Conforms to a recognised standard, but self-assessed

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £40 per licence per month
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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