CONNECT MANAGED SERVICES (UK) LIMITED

Conn3ct Genesys Omni Channel Cloud Solution (PureCloud)

Genesys Cloud by Conn3ct delivers robust; contact centre, omni channel, call back, ACD, IVR, AI, QM, WFM, WEM and VOC. It is been built from the ground up as a single application suite. With Conn3ct managed voice network delivering an end to end voice solution, delivered and managed by experts.

Features

  • Complete Collaborative omnichannel contact centre, callback, recording, telephone, UC communication
  • Skills based routing interactions, Selfservice IVR, Speech Recognition, Outbound dialler
  • Quality, Workforce engagement management (WEM, WFM), Workforce optimisation (WFO)
  • Digital customer journeys, AI, Speech Analytics, Robotic Processes
  • Campaign Management, Multiple dialling modes, real-time and historic analytics
  • Single intuitive interface for internal and external omni-channel communication
  • Multiple well documented APIs; Amazon, Google, Microsoft, Salesforce etc
  • SIP, MPLS, Porting, PCI DSS Masking from PCI PAL
  • Truly virtual including home working, WebRTC, SIP or softphone
  • Design, configuration, systems integration and support and managed services

Benefits

  • Extensive functionality as standard inc PCI avoidance delivering increased ROI
  • Single intuitive interface delivering more productive communications from efficient agents
  • Single purpose-built platform provides a lower TCO and greater use
  • Extensive realtime, historic & AI driven data delivering ROI
  • Standard and AI automation and channel shift provides greater ROI
  • Workforce Engagement Management provides and efficient organisation, feedback and productivity
  • Open integration for joined up data and processes provides ROI
  • Complete communications portfolio from a single partner provides efficiency
  • Secure while access enabled from home or on the move
  • End to end services provides greater ROI and lower TCO

Pricing

£7 a user a month

  • Free trial available

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 tim.north@conn3ct.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

4 5 7 1 0 9 6 3 9 5 2 6 0 9 1

Contact

CONNECT MANAGED SERVICES (UK) LIMITED Tim North
Telephone: 07775 625355
Email: tim.north@conn3ct.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
Conn3ct offer a suite of services that depend on functionality and complexity. Genesys is a full service in a single suite, Amazon Connect services and automation for consumption based modules, Microsoft Teams voice services and integration to contact centres along with and Five9 for modular omni-channel contact centre functionality.
Cloud deployment model
  • Public cloud
  • Hybrid cloud
Service constraints
The cloud will be subject to maintenance periodically which may result in some functions not being available occasionally. Upgrades are global so you will need to take all upgrades which occur on a regular basis but you don't need to pay for like for like functionality upgrades.
System requirements
Modern web browser (e.g. Google Chrome of Firefox)

User support

Email or online ticketing support
Email or online ticketing
Support response times
All target initial response times apply to business hours Monday - Friday, 8:30am to 5:30pm UK Business Hours. Priority 1 (critical) and Priority 2 (major) impacting incidents are supported and responded to 24x7x365.

P1 Critical Incidents - 1 hour Response. P2 Major Incidents - 2 hours Response. P3 Minor Incidents - 1 business day Response. P4 Other - 2 Business Day Response. Questions are responded to within 2 business days.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
No
Onsite support
Onsite support
Support levels
Support Level: ENHANCED Support. P1 Critical - 1 hour response - 6 hours target resolution, P2 Major - 2 hour response - 48 hours target resolution, P3 - Minor - 1 business day response, P4 - Other - 2 business days response. Support comes with an Account Manager as part of the service.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Conn3ct provides train the train and end user training as well as custom training if required.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
The customer is responsible for acquiring all the data they need to keep via the Public API prior to terminating their contract. All data in Genesys Cloud can be queried via the platform’s Public API (including individual recordings).

Other data of various types, such as recordings, reports etc., can be exported in multiple formats (csv, xlsx, wav).
End-of-contract process
Routine deletion of customer data is not automatically performed for Genesys Cloud. Backups will age out depending on the particular backup data. At the request of the customer, upon termination, Genesys will delete all customer data within 90 days. Access is removed, accounts are cancelled and renewal options are presented to the customer. The customer is responsible for acquiring all the data they need to keep, via the Public API, prior to terminating their contract.

Using the service

Web browser interface
Yes
Supported browsers
  • Firefox
  • Chrome
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Genesys Cloud offers a number of mobile applications.

Collaborate is designed to unleash the creativity, ideas, and passion of your employees, partners and customers with anytime, anywhere access. Quickly search and find the expertise in your company and communicate by phone, SMS, chat, and email.
Supervisor for iPad (Cloud 2) gives supervisors, managers, and executives anytime/anywhere access to key metrics and alerts – this results in faster, more effective managerial and operational decisions.
Mobile Agent is an optional Genesys AppFoundry application to support the agent experience on a mobile device. Application is scaled to fit the mobile device.
Service interface
No
API
Yes
What users can and can't do using the API
Genesys Cloud provides a RESTful application programming interface (REST API) to help you extend and customize Genesys Cloud.

With the Genesys Cloud Platform API, you can control all aspects of your Genesys Cloud environment. With the APIs you can access the system configuration, manage conversations and more.
API documentation
Yes
API documentation formats
HTML
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
The user interface is designed for business users to easily access and configure the environment. This uses role based controls and in addition developers have extensive customisation options including tailored interfaces. The interface can be customised by anyone but developers can assist when required and if needed.

Scaling

Independence of resources
Genesys Cloud is built on Amazon Web Services (AWS) and uses a distributed cloud environment:

• Genesys Cloud services are running in an active-active manner.
• Our service tier is built as a stateless architecture — work can be done by any member of a cluster in the event of a single node failure.
• Genesys Cloud uses Auto Scaling Groups (ASGs) for dynamically scaling our clusters in and out as demand changes and automatically detects failures and launches replacement instances.

Analytics

Service usage metrics
Yes
Metrics types
Billable Usage Report: tracks charges for Genesys Cloud usage during the date range that you specify.
Concurrent Usage Report: shows the peak number of concurrent users logged in to Genesys Cloud per day during the date range. For each day, the report shows the peak concurrent users for that day and the number of minutes that the peak concurrent users were logged in.
Resources Usage Report: tracks your organisation’s consumption of Genesys Cloud resources, including IVR minutes and data storage, and SMS/Messaging. This report includes the quantity of each resource consumed during the period by day.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Gamma, Colt, Tata, Poly, PureInsights

Staff security

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

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • 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 SSAE-16 / ISAE 3402
  • 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 export approach
Data of various type, such as recordings, reports etc., can be exported in multiple formats (csv, xlsx, wav).

The Genesys Cloud Platform API can also be used to extract data programmatically.
Data export formats
  • CSV
  • Other
Other data export formats
  • WAV
  • XLDX
  • PDF
Data import formats
CSV

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

Guaranteed availability
Genesys Cloud is available 24 hours a day, 7 days a week, and uses commercially reasonable best efforts to provide 100% uptime (99.99% SLA), except for: (i) occasional planned downtime at non-peak hours (for which we will provide advance notice); or (ii) any unavailability caused by circumstances beyond our reasonable control, including failure or delay of your Internet connection, misconfiguration by you or any third party acting on your behalf, issues on your network, or telecommunications services contracted directly by you.

However, if our service uptime falls below 99.99% in any one month billing cycle (not including any Uptime Exclusions), you may request a credit within thirty (30) days after the month in which the uptime fell below threshold. Please contact your Customer Success Manager to request credit. Upon Customer’s valid request, we will provide upon customer request the stated credit against the following month’s invoice. For annual term contracts, we will provide the applicable credit refund as a credit to the pre-paid balance or a credit refund, at the customer’s discretion.
Approach to resilience
Genesys Cloud services are running in an active-active manner.
Our service tier is built as a stateless architecture — work can be done by any member of a cluster in the event of a single node failure.
Our data tier makes use of both redundancy and replication strategies — loss of a data node doesn’t impact data availability or result in data loss. Availability zones (AZs) are geographical locations engineered to be insulated from failures in other AZs. Each availability zone contains multiple data centres. All Genesys Cloud services are deployed into multiple AZs; this makes them tolerant in the event of a data centre or even entire AZ failure. Genesys Cloud uses Auto Scaling Groups (ASGs) for: Dynamically scaling our clusters in and out as demand changes; Automatically detecting failures and launching replacement instances. Genesys Cloud uses Elastic Load Balancers (ELBs) to route internal and external traffic to healthy servers. Elastic load balancing detects unhealthy instances within its pool of Amazon EC2 instances and automatically reroutes traffic to healthy instances until the unhealthy instances have been restored. Instances that fail behind an ELB can be seamlessly replaced without affecting Genesys Cloud’s ability to handle traffic in the interim.
Outage reporting
Genesys has created a website that provides transparent, up-to-date uptime information for Genesys Cloud at the following website:
http://status.myGenesys Cloud.com. Current operational status is listed for each Amazon Region along with historical system availability performance and percentages, as well as business features impacted in the event of a platform incident. Users can click the "Subscribe to Updates" button to receive status updates through email, SMS notifications, webhook notifications, or RSS or Atom feeds. Updates are sent when Genesys Cloud creates an incident, updates an incident, or changes a component status.

Identity and authentication

User authentication needed
Yes
User authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels
The use of role based access controls, single sign on and identity management engines ensures that only relevant users, identified by the customer, is provided access.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

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
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

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
Lloyd's Register
ISO/IEC 27001 accreditation date
30/03/2020
What the ISO/IEC 27001 doesn’t cover
14.2.7 – Outsourced Development
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
Yes
Who accredited the PCI DSS certification
URM
PCI DSS accreditation date
30/10/2019
What the PCI DSS doesn’t cover
The PCI-DSS certification is only applicable to certain customer service offerings.
Other security certifications
No

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
We have an information security management system in place which is ISO 27001 certified and is independently audited twice a year by external, UKAS certified assessors, Lloyd's Register. We have an Information Security Policy and other information security policies and procedures that make up our ISMS. We hold monthly Information Security Forum meetings to review our ISMS and approve policies/procedures. This is attended by C-level management. All staff undergo infosec training during induction and we have staff mandatory reads on all the infosec policies which are published on our internal HR system.

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.

Genesys Cloud has an internal change management process that ensures changes do not occur in production until approved by a CRB. Change management procedures include the handling of emergency changes. Genesys Cloud achieves an enterprise-grade Secure Software Development Life Cycle through rigorous adherence to secure coding techniques, using developers trained in secure code development, following peer review requirements, performing automated secure code review and vigorous security and unit testing, and using a structured change management program.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
We uphold high security standards by use of: Centralized security information and event management (SIEM) to provide 24/7/365 Security Operations Centre Monitoring and correlation between events and alerts; Host-based intrusion detection system (HIDS); Network-based intrusion detection system (NIDS); Server anti-malware; Server File Integrity Monitoring (FIM); Centralized logging with anomaly detection; Continuous monitoring improvement; Third-party vulnerability assessments, both external and internal.
Protective monitoring type
Undisclosed
Protective monitoring approach
The solution is constantly monitoring by Genesys and proactive notifications are passed to our support team. The notifications are reviewed by the support team and how this affects our customers. If customers are affected by any of the proactive notifications provide by Genesys, this information is documented in the incident, following the incident management process and passed to the customer. All response times are documented int he contract and followed using the incident management process.
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
The Security Incident Management Process is outlined as follows: Discovery of a weakness, event or incident; Reporting the weakness, event or incident; Incident response and management; Initial risk and impact assessment; Immediate response actions i.e. evacuation, first-aid, containment; Invocation of incident management plans; Communication; Employee welfare arrangements; Preservation of evidence; Investigating and recording the cause of the weakness, event or incident; Remedial, preventative and corrective action; Reporting the incident to appropriate authorities, where applicable; Recovery and resumption from an incident; Closing the incident; Learning from security events, incidents and weaknesses; Follow up actions and continual improvement.

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
No

Pricing

Price
£7 a user a month
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
Conn3ct will offer a 30 day trial of the Genesys Cloud Core Suite using internet access.

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 tim.north@conn3ct.com. Tell them what format you need. It will help if you say what assistive technology you use.