SCB Global Ltd

OPTO4Contact - Contact Centre Solution

OPTO4Contact delivers intelligent Omni-Channel contact centre features both natively within Microsoft Teams or outside of it. OPTO4Contact seamlessly incorporates all communication channels including voice, mail, chat, text message, social media and video into one consistent contact experience, empowering agents by creating a holistic journey of communication for each customer.

Features

  • 100+ enterprise telephony features
  • Disaster Recovery & Fraud Protection
  • Flexible CLI presentation
  • Number Porting - retain existing numbers
  • Multi-device support - Deskphone, Mobile, Softphone & Skype
  • Compliant Call Recording
  • Inclusive call minutes to UK Landline and Mobile
  • Collaboration & Desktop Sharing, Hot-desking, Voicemail to email
  • Omni-channel, Advanced Routing,Wallboards, Power BI(M365)
  • Click-to-dial desktop integration with CRM packages

Benefits

  • Improve business productivity with Collaboration tools
  • Immediate ROI: rapid deployment. Savings of 50% versus traditional solutions
  • Platform interop - Google, Office 365, Salesforce, SfB etc
  • Secure, reliable built-in business continuity and disaster recovery
  • Reduce costs, improve contact centre uptime, productivity & efficiency
  • Scalable;Can use existing contact centre hardware + Hybrid deployments
  • Unify a distributed workforce, with cloud-based, agile working/ homeworking
  • Provide Local or National presence regardless of locations
  • Built-in Fraud protection (ML)+ Certified ISO27001 & Cyber Essentials
  • Facilitate digital inclusion with omni-channel capabilities

Pricing

£35 to £165.00 a user a month

Service documents

Request an accessible format
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Framework

G-Cloud 12

Service ID

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

Contact

SCB Global Ltd Shams Khan
Telephone: 0203 4350033
Email: skhan@scb-global.com

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
SCB' International Numbering Service
SCB' Secure SIP Trunking Service
SCB OPTO4UC & OPTO4Teams
Session Border Controllers
Cloud deployment model
  • Public cloud
  • Hybrid cloud
Service constraints
SCB OPTO4Contact comes with built-in Disaster Recovery and Business Continuity therefore, doesn't have any service constraints.
Calls to 999 via OPTO4Contact may not be possible, where the customer loses total connectivity for example, owing to a power outage or the failure of all data access.
In such circumstances the customer should use their PSTN line or mobile to make the emergency call.
System requirements
  • CAT5 data cabling Internet access
  • A High-speed connection to the internet
  • For Softphone: A personal computer, MacBook or web browser-enabled device
  • For Mobile: download the free app; iOS and Android only

User support

Email or online ticketing support
Email or online ticketing
Support response times
The Account Management & Service Desk team is available from Monday to Friday 08:00 until 18:00, with on call cover outside of these hours.
SCB' experienced 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

Customers that are on the 24x7 customer list will receive support outside of core business hours.
We aim to resolve queries at first point of contact and will be responded to in line with the SLAs in the Customer Support Plan.
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 support levels are fully comprehensive providing a full SLA and escalation matrix upon contractual signing. Our services provide a tiered system to provide this, standard service request and non standard request. Each is monitored and managed via KPI to ensure our SLA are achieved to provide 99.99% service.

The following service levels apply with target resolution times:

Critical Fault - Loss of service. Multiple services affected - 4 Clock Hours,
High - Loss of service - single service - 8 Clock Hours,
Medium - Disrupted service - 3 Working Days,
Low - Single number destinations or Quality of Service - 7 working days.

We provide Service Desk and Account Management Teams. Support engineers answer the phones at SCB's Service Desk and perform first stage fault analysis. If they are unable to resolve the incident will be escalated to Tier 2 and Tier 3 engineers.

Inclusive 24x7 support is provided for customers with monthly expenditure of £5,000 or more.
A Technical Account Manager is made available as standard.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
SCB Global typically undertakes a requirements gathering exercise in order to understand which OPTO4Contact components may be of value to each customer. Customised documentation will be prepared, based on the components to be deployed.
On contract signing, services shall be provisioned, an Account Manager is assigned and your nominated service administrator shall receive instructions and credentials allowing you to access and use the services. However, our Project Services teams work together with you to help you start using our service. They work in parallel to provide you the necessary knowledge and training to setup, design, configure, maintain and use the solution efficiently and to ensure a smooth transition to the service. These teams use PMI methodology in line with PRINCE2 principles. From contract signing until the transition to our Support teams, the Project Services team will help you through the onboarding process
Project lifecycle process and governance is implemented from day one until closure

Once the service has been implemented we provide full training ranging from onsite training, online training and also user documentation. This training can be ongoing as required by the user. This approach provides sustainability, and fast onboarding for new users
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Our secure customer portal is an online space giving customers complete visibility of the assets that we manage for them. Here, we offer a complete view of their estate, including telephone numbers (CLIs), the product related to that number and its geographical location. All invoices are in one place and kept for 12 months for historical billing information on the services you have taken.
This information can be easily downloaded for extraction into excel only by an authorised personnel. Call recordings and CDRs are available for the customer to download until the service termination is complete and access is no longer available. Clients data is handled in line with GDPR compliance.

When the contract end, 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.

If a customer requires data to be made available beyond the end of the contract, additional fees will apply.
End-of-contract process
At the end of the contract the customer moves onto a rolling 30 day contract on our standard rates. Through our online billing and reporting portal, customer can get their asset list, including numbers that can be ported away and details of the services they currently take with us. This will be provided at no additional cost. It is up to the new provider to port the numbers away.
All services are included within the contract with exception of any hardware that has been leased that the client will have to pay for in full if they wish to keep it.SCB will work closely with the client to ensure that any hand over to a new supplier goes as smoothly as possible.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
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 service only works on IOS and Android
Service interface
No
API
Yes
What users can and can't do using the API
Protocol
SCB Global's API works by sending and receiving either POST or GET requests via HTTP protocol.

Authentication
For authentication purposes an unique API key is used.

SCB's OPTO4Contact has a common language (RESTful) and open API policy, where users proficient in URL-based HTTP APIs can interoperate across all our pre-written APIs. These enable multiple functions, for integration, for example data workflows, UI enhancements and UI automation. Depending on the proficiency of the user, multiple APIs can be used to widen functionality. The APIs can be set up via the OPTO4Contact portal, with an intuitive GUI interface which allows customers to self-manage the setup and change of integrations using our APIs.
API documentation
Yes
API documentation formats
  • Open API (also known as Swagger)
  • PDF
API sandbox or test environment
No
Customisation available
Yes
Description of customisation
OPTO4Contact provides a framework for customers to design and build use case specific workflows. The service is highly customisable. Together we will build a solution for your specific needs.

Scaling

Independence of resources
OPTO4Contact platform is based on distributed architecture from ground up with high availability and geo-redundancy in mind - this enables us to monitor resource requirements and to forecast usage, so that we scale resource dynamically, depending on requirements.

A dedicated Quality Assurance team run automated and manual tests against a replica production platform to verify the engineering solution meets SCB standards which include load testing.

Each customer's resource requirements are taken into account and sufficient network is allocated to them. We also manage our network to spread traffic during very busy periods.

Analytics

Service usage metrics
Yes
Metrics types
A wide variety of online reporting and raw data stats via API are available. Historic reporting includes template based and user configurable data selection, displayable on-screen and exportable in a range of data formats. . APIs can be utilised to query both live and historic data where a customer wants to utilise the data elsewhere, or potentially make business decisions based on live calling statistics (Live Wallboard, agent performance; queue status and performance)
Full summary reports are provided; how many calls are getting through, where are my customers located, what are my call trends, when are my busy times
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Security Clearance (SC)

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 every 6 months
Penetration testing approach
In-house
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Encryption of all physical media
Data sanitisation process
Yes
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
In-house destruction process

Data importing and exporting

Data export approach
SCB Global makes it easy for users to export their data via their secure online portal:

An Administrator can export for all their phone users, through the administrator portal – call recordings in audio file format; CDRs, in CSV format; and a list of the extensions involved in the solution – in CSV format.
Individual users can view and individually download any of their individual call recordings – subject to permission being given by the Administrator.
In Analytics, permitted users can generate reports of call activity, and export or email them in CSV format, for further analysis.
Data export formats
CSV
Data import formats
CSV

Data-in-transit protection

Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
OPTO4Contact has been designed from the ground up with high availability and geo-redundancy in mind. Should the Service be unavailable, customers may be due a Service Credit, calculated on a monthly basis, as a percentage of that month’s Service Fee. Scheduled and suitably notified maintenance windows, as defined within the Terms of Service document, will not be included in the availability calculation. Service Credits can only be used as a credit against future invoices.

Availability Measurement Period: 1 Calendar month
Target availability for OPTO4Contact:
Core service: 99.99%
Non-Core Services: 99.50%
Not included:
- Outages which are deemed by us to be the result of matters outside of its direct control
- Planned or emergency maintenance works
- User error
Notes:
(1) Core functions are defined as SCB's Switching infrastructure, transmission equipment and core network, the service that supports call routing and termination.
(2) Non-Core functions include SCB's Support Systems, access to any relevant portals and feature based services such as Digital Channels, Wallboards, Call diverts, Auto Attendant, Call Recording, and Unified Messaging
Approach to resilience
SCB Global OPTO4Contact platform is a multi-tenant, multi-site network infrastructure that delivers the entire telephony and application environment as a service. Located across multiple state of the art data centres in the UK, customers benefit from never being hosted on a single site. Every customer consumes service from at least two datacentres simultaneously.

The Contact Centre platform's architecture has multiple levels of inter & intra redundancy built into 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.

We achieve the highest levels of resilience by operating:
• A True Cloud network service with all customers active on at least 2 POPs simultaneously;
• POPs replicated at speeds of 0.1 seconds – data on any one POP is replicated almost instantly to all other POPs;
• All POPs operate to a 5 x 9 service level;
• All POPs monitored 24 hours a day, 365 days a year.
Outage reporting
SCB Global network operations centre (NOC) operates 24/7/365 to ensure optimal system configuration and service availability. The engineers continuously monitor countless systems, metrics, and alarms.

Service Outage reports are notified via:
-Email alerts
-Portal alerts
-Text messages to opted in customer mobile numbers
-Service desk verbal communication
-Public Dashboard

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
Customer administrators can set permissions for other users to give them access to certain areas of the portal. They are able to restrict access to certain areas of the management and support interfaces.
SCB has complex password requirement to restrict access to its service - upon entering wrong details, user's account will be locked.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

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
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
Between 6 months and 12 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
CDL Group Ltd
ISO/IEC 27001 accreditation date
28/11/2019
What the ISO/IEC 27001 doesn’t cover
N/A
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
  • Cyber Essentials
  • GDPR
  • PCI-DSS (Data Centres)

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
Numerous policies and processes including but not limited to the following:

Information Security Policy
Information Security Incident Policy
Acceptable use policy
Access Control Procedure
Backup Plan
Business Continuity Plan
Confidential Data Policy
Data Protection Policy

As part of this, the Quality Manager ensures company-wide full awareness for information security – via annual campaigns, and induction training for new starters. This ensure that all staff know about these principles, and what everyone needs to do to ensure continued compliance.

Furthermore, we are Cyber Essential & ISO27001 accredited to ensure information is thoroughly secure.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
SCB 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.
Our Change Control Process covers changes made to the operational systems, to mitigate the risks and impacts that any change has and ensures good communication at all stages.

Our Configuration Items (CIs) include hardware, software, people and formal documentation and the relevant information is managed throughout the lifecycle. The processes for doing this are clearly documented, for example Change Control processes.
Vulnerability management type
Undisclosed
Vulnerability management approach
A weekly internal review of all incidents is held to include all product groups. Whereby common factors and behaviours are identified, which may be causing incidents, analysis is conducted on the information provided, and where possible, the incidents are replicated internally on our test environment.

Media capture traces are run to identify the problem, of which the results are then passed to product experts and support who are engaged to identify the problem and proceed with a plan to resolve and deploy a fix.

We get information from vendor sources, industry RSS feeds & internet.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
We would identify the potential compromise from our reports where we will see something unusual such as a spike in calls or unusual destinations being called. We will shut down and contact the user to clarify what the unusual activity is to prevent a further compromise.

When we find a potential compromise, we respond through our thorough processes, for which we have regular training and drills. Our 24x7 Network Operations Centre (NOC) are trained to evaluate the data from our various tools, and they go through the steps listed in our incident response policies and procedures.
Incident management type
Supplier-defined controls
Incident management approach
SCB Global have an Incident Management process which has numerous pre-defined sub groups of staff designated for particular products or scenarios. It can be initiated by any member of staff and is managed by our Network Operations Centre (NOC). Any incident is reported by the customer to the Service Desk, it is recorded in a customer relationship management tool (CRM) and an Incident report is produced after root cause analysis has taken place. Any Incident reports are made available to end users via pdf.

Secure development

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

Public sector networks

Connection to public sector networks
Yes
Connected networks
  • Public Services Network (PSN)
  • Joint Academic Network (JANET)

Pricing

Price
£35 to £165.00 a user a month
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
SCB is able to undertake 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

*Customer pays for any calls they make*
Link to free trial
https://www.scb-global.com/scb/opto4contact/

Service documents

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 skhan@scb-global.com. Tell them what format you need. It will help if you say what assistive technology you use.