Genesys Telecommunications Laboratories BV

Genesys PureConnect Cloud powered by CIC

PureConnectCloud is a comprehensive set of on-demand services for contact centres elevating CX. Highly scalable, reliable, and secure architecture allows global companies to cost effectively rapidly scale up and down handling Omni-channel interactions (email,web-chat,SMS, & social), speech enabled IVR, Outbound, Recording & Quality Management, Speech Analytics, Process Automation & Reporting

Features

  • Hosted Communications as a service (PureConnect Cloud)
  • Geo-redundant failover services
  • State of the art call center services
  • Secure access across Internet or MPLS
  • Rich set of Unified Communication Services
  • Single all in one integrated platform
  • Real Time speech analytics
  • Integrated workforce optimisation
  • Powerful API's and ease of integration to 3rd parties
  • Omni-Channel advanced routing with seamless channel blending

Benefits

  • Full suite of hosted Omni-channel contact centre as a service
  • Unified communications and business process automation features
  • Omni channel capabilities in one intuitive common UI
  • Easy to deploy securing across global organisations
  • Cost effective communication across the business, multi-device/location
  • Comprehensive reporting on one platform
  • Monitors quality of interactions in real time
  • Cost effective, ease of reporting and integration of data
  • Leverage existing investment in CRM, ERP & Lync
  • Engage with customers across channels containing costs whilst improving quality

Pricing

£66.15 per user per month

Service documents

G-Cloud 10

419620670295386

Genesys Telecommunications Laboratories BV

Kashaf Chaudhry

01276 457000

G-Cloud@genesys.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Hybrid cloud
Service constraints None
System requirements
  • PSTN DDI or compatible SIP Endpoint
  • Apple Safari10/Google Chrome54//Microsoft Internet Explorer11/Mozilla Firefox ESR38/Firefox47
  • QoS enabled network for voice traffic
  • SIP enebled phones (software/hardware)
  • Windows 8.1,Windows 10, Windows 7 for native client application

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Genesys Care for the Cloud is focused on optimizing your support experience through a global, live answer 7X24x365 support model, while helping you realize the full value of your solution and driving unprecedented outcomes. By offering one core level of support plus optional add-on services, you can tailor the level of cloud support you need and put the power of your Genesys Customer Experience Platform to work for you.
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 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 Please refer to the service definition document for more information
Web chat accessibility testing None
Onsite support Onsite support
Support levels Genesys Care for the Cloud is focused on optimizing your support experience through a global, live answer 7X24x365 support model, while helping you realize the full value of your solution and driving unprecedented outcomes. By offering one core level of support plus optional add-on services, you can tailor the level of cloud support you need and put the power of your Genesys Customer Experience Platform to work for you.
• Business Care for Cloud is included with your service and provides self-guided access to Genesys Cloud knowledge, web portal case submission and proactive service advisories, platform and network monitoring 24x7, all platform upgrades and updates, unlimited, 24x7 phone support for case submission, defined response targets and access to real-time incident status via mobile devices.
• Flex Care for Cloud is an optional service and provides high touch services, designed to support critical environments.
o Genesys Care can optionally provide a Technical Account Manager (TAM). The TAM serves as a designated point of contact to Genesys Care whose goal is to establish and maintain a solid understanding of your business goals, operations, and priorities. A TAM combines that understanding with their Genesys expertise to mitigate risks to your operations.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started Genesys implements a defined approach so customers can ease into the Genesys cloud solutions. Genesys takes a very personal, targeted, and detailed approach to installations/migrations.
All projects executed by Genesys's Professional Services Organisation (PSO) follow a standard project methodology consisting of the following high-level phases: Initiation, Planning, Requirements & Design, Consulting, Application Development, System Development & Deployment, and Closing. This standardised methodology ensures projects follow a well-defined path to success.

There can be provision for “Train the Trainer” classes to be included, leaving the organisation fully self-sufficient moving forward. Additional days can be included for knowledge transfer too.
There is a cloud eLibrary consisting of a series of topic-oriented videos that are 2 to 4 minutes in duration. These bite-size videos feature a voice-guided demonstration on how to perform a variety of tasks within the cloud environment.
Instructor led, web-based courses available as well as the videos contained within the eLibrary cover such areas as:
•Basic administrative tasks using Interaction Administrator
•How to create and administer Interaction Centre users, workgroups, and roles.
•Introductions to the various Interaction Desktop and Interaction Web Client features
•Monitoring contact centre agents with the Interaction Centre Business Manager
•How to create and run standard reports
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Genesys will provide to the Customer any Customer data in its possession, in the CIC database, by placing any such data on a secure FTP (“FTPS”) server. Genesys will provide unique credentials to the Customer so that it may authenticate to the FTPS service and retrieve its data. Genesys can also provide Interaction Administrator exports, DS exports from CIC server and other key parameters and configuration settings required to build a new environment to support the Customer.
End-of-contract process Genesys engages with each customer on an individual basis to develop an Exit Plan suitable for the specific contract rather than having a generic plan for termination. Genesys has a defined standard customer decommission operating procedure that is executed for all PureConnect Cloud customers within 30 days of their service termination. As part of this process all customer data and services are purged from the Genesys cloud infrastructure. All customer data on our SAN is deleted and the drives will be overwritten with new data.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
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 Please refer to our service definition document for more information
Accessibility standards None or don’t know
Description of accessibility Please refer to our service definition document for more information
Accessibility testing None
API Yes
What users can and can't do using the API Please refer to our service definition document for more information
API documentation No
API sandbox or test environment No
Customisation available Yes
Description of customisation Please refer to our service definition document for more information

Scaling

Scaling
Independence of resources Genesys PureEngage Cloud is architected in such a way that Tenant data is isolated and securely separated to ensure that one tenant’s operations do not negatively impact another tenant’s operations.

Analytics

Analytics
Service usage metrics Yes
Metrics types Please refer to our service definition document for more information

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Baseline Personnel Security Standard (BPSS)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations
  • United Kingdom
  • 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 another standard
  • Encryption of all physical media
Data sanitisation process Yes
Data sanitisation type 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 Genesys can provide all transactional data to an ftp location where the customer can download all transaction data for use in data warehousing. This service is free of charge.
Alternatively, Genesys can provide a read-only database that the customer has direct access to and automated back-ups/transfers of transaction data can be set-up by the user. There is a one off setup fee and a recurring monthly fee for this service.
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)
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability Genesys provides customers with a service level agreement that guarantees an application uptime of 99.999%. Genesys shall notify the customer 48 hours in advance of performing any maintenance (scheduled or otherwise) outside the planned system outage windows which will be defined in the contract.
Best practices are followed to ensure minimum impact from upgrades. The team will methodically upgrade media servers to ensure media server resources are available and that calls can continue to be processed. In addition, when upgrading the CIC servers, the upgrade team will work with the customer to perform an upgrade of one server at a time and performing controlled switchovers and testing with the customer to verify no impact is experienced.
If a critical update or patch is required, then the affected customer(s) will be given as much notice as possible before any maintenance is done. Before any work is carried out the Operations support team will work with the customer to find a suitable time to apply the patches whilst minimizing the business impact.
Approach to resilience 99.999% availability is achieved by providing customers with a primary application server housed within the Genesys data centre facility and an active backup application server housed within the same data centre or within a secondary data centre to provide geographic enhanced availability.
The Primary Server processes all interactions. The Active Backup Server is a mirror image of the Active Primary Server and monitors the Active Primary Server. When the Active Backup Server detects a service issue with the Active Primary Server it will initiate an Automatic Switchover and take over as the Active Primary Server. As well, this configuration allows Genesys to perform maintenance on a server without impacting the service we provide to our customers. Maintenance can occur on one server while the mirror image continues processing interactions. The process is then repeated on the secondary server.
Outage reporting Genesys adheres to a strict incident management process on which our Operations team is trained for handling customer and data centre incidents that includes customer communications.
Should a system malfunction occur, Genesys will notify customer within thirty (30) minutes of discovering any unplanned system outages or Service Level disruptions. Within 72 hours of problem resolution, Genesys agrees to provide customer with a written Reason For Outage (RFO) analysis for all Priority 1 issues.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels Role based access control and segmented management interfaces.
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 contact the support team to get audit information
How long user audit data is stored for At least 12 months
Access to supplier activity audit information No audit information available
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 Please contact us for more information
ISO/IEC 27001 accreditation date Please contact us for more information
What the ISO/IEC 27001 doesn’t cover Please contact us for more information
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification Yes
Who accredited the PCI DSS certification Please contact us for more information
PCI DSS accreditation date Please contact us for more information
What the PCI DSS doesn’t cover Please contact us for more information
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 All policies are internal and annually reviewed by several 3rd parties for compliance and enforcement. Internal audits provided feedback about non-compliance and disciplinary action is taken to remediate non-compliance.

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 All changes follow a strictly defined change management process compliant with the PCI-DSS 3.2, ISO 27001, and SSAE-16.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Environments are scanned at least monthly. Security vulnerabilities are patched within 30 days. All other patches are applied on a quarterly basis.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Proactive monitoring supplies data for daily review by analysts and automatic processes provide event correlation. All potential incidents are immediately investigated and remediated as appropriate.
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 Genesys is ITIL compliant and our processes are slightly modified version of a Follow the sun Services Operations Helpdesk. A trouble ticket should be opened for any unexplained behaviour of the cloud application. Tickets can be opened via the web portal. As a cloud customer, your Interaction Centre is monitored and audited regularly by Genesys Operations. Network Operations engineering staff will proactively open tickets to consult with the customer to optimise Interaction Centre. Support is staffed 8:00 A.M. to 5:00 P.M. GMT, Monday-Friday, excluding holidays. Emergency coverage is available 24 hours a day, 7 days a week, including holidays.

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 Yes
Connected networks Other

Pricing

Pricing
Price £66.15 per user per month
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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