Dialogue Management & Contact Centre - Anywhere 365 from MeetingZone
We partner with Workstream People, providing native integration to the Microsoft collaboration suite. This solution offers unrivalled interoperability and ease of use. All your user needs is a Skype for Business client (no superfluous applications required). Unique purchase model means no per user per month cost - simply site licences.
Features
- Voice and omni-channel contact centre
- Operator attendant console
- Self-service IVR
- Call recording
- Quality monitoring
- Integrates with Skype for Business
- Other components and integration tools
Benefits
- Manage customers no matter how they contact you
- Engage with customers in appropriate way
- Never miss a customer enquiry or communication
- Easy to use via simple interface
- Adds to Skype for Business functionality
Pricing
£1,100 an instance a month
- Education pricing available
- Free trial available
Service documents
Request an accessible format
Framework
G-Cloud 11
Service ID
4 7 6 3 2 8 7 5 2 5 3 6 8 4 9
Contact
MeetingZone Ltd
The Sales Team
Telephone: 020 3107 0207
Email: accountmanagement@meetingzone.com
Service scope
- Software add-on or extension
- Yes
- What software services is the service an extension to
- Microsoft Office 365, Skype for Business
- Cloud deployment model
- Public cloud
- Service constraints
- Occasional planned maintenance outside of working hours. Advanced warning issued to customers.
- System requirements
-
- Microsoft licences
- Modern PC or Mac OS
- Modern Web Browser
- Mobile smart phone apps
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
-
Critical 1 hour
Important 4 hours
Normal 6 hours
Low 12 hours - 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
-
Service is at the core of MeetingZone, our offer includes:
- Unlimited number of tickets
- System experts on hand to handle requests/ issues
- Proactive monitoring for all services
- Service reviews with both Service Desk Manager and Account Manager - Support available to third parties
- Yes
Onboarding and offboarding
- Getting started
- Online and onsite training can be provided. User guides available online. Test and training can also be provided.
- Service documentation
- Yes
- Documentation formats
- End-of-contract data extraction
- All data relating to usage, users and billing history can be provided to customers when leaving us.
- End-of-contract process
- Reconciliation of outstanding charges plus co-termination of services added during duration of contract
Using the service
- Web browser interface
- Yes
- Supported browsers
-
- Internet Explorer 8
- Internet Explorer 9
- Internet Explorer 10
- Internet Explorer 11
- Microsoft Edge
- Firefox
- Safari 9+
- 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
- Dynamic content adapts for mobile format but remains the same
- Service interface
- Yes
- Description of service interface
- Intuitive interface providing control on any device
- Accessibility standards
- WCAG 2.1 AA or EN 301 549
- Accessibility testing
- https://enterprise.microsoft.com/en-us/industries/government/wcag-2-0-reports-for-microsoft-products/
- API
- No
- Customisation available
- Yes
- Description of customisation
- Applications such as omni-channel Contact Centre, interaction recording, reporting and analytics.
Scaling
- Independence of resources
- Dedicated resources specific to the customer
Analytics
- Service usage metrics
- Yes
- Metrics types
- Full range of usage and adoption reporting. Metrics to be agreed with individual customer
- Reporting types
- Regular reports
Resellers
- Supplier type
- Reseller providing extra features and support
- Organisation whose services are being resold
- Microsoft
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
- United Kingdom
- User control over data storage and processing locations
- No
- Datacentre security standards
- Supplier-defined controls
- 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
-
- Physical access control, complying with SSAE-16 / ISAE 3402
- Encryption of all physical media
- Data sanitisation process
- Yes
- Data sanitisation type
- Explicit overwriting of storage before reallocation
- 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
- Via Service desk
- Data export formats
- CSV
- Data import formats
- Other
- Other data import formats
- NA
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
- 99.99% service availability
- Approach to resilience
- We have multiple DC’s offering full HA/DR
- Outage reporting
- Email alerts. Wallboards. SCOM monitoring systems
Identity and authentication
- User authentication needed
- Yes
- User authentication
- Username or password
- Access restrictions in management interfaces and support channels
- Restricted to key employees only. User name and password required
- Access restriction testing frequency
- At least once a year
- Management access authentication
-
- Public key authentication (including by TLS client certificate)
- 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 1 month and 6 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 1 month and 6 months
- How long system logs are stored for
- At least 12 months
Standards and certifications
- ISO/IEC 27001 certification
- No
- ISO 28000:2007 certification
- No
- CSA STAR certification
- No
- PCI certification
- Yes
- Who accredited the PCI DSS certification
- Lloyds Bank PLC
- PCI DSS accreditation date
- 20/05/2017
- What the PCI DSS doesn’t cover
- Covers all of MeetingZone Ltd credit and debit card transaction.
- Other security certifications
- Yes
- Any other security certifications
- ISO 27001 assured to standard.
Security governance
- Named board-level person responsible for service security
- Yes
- Security governance certified
- Yes
- Security governance standards
-
- ISO/IEC 27001
- Other
- Other security governance standards
- ISO 27001 assured to standard.
- Information security policies and processes
- We have a ISMS system in place which details of all our policies and procedures. This system is managed by our Head of IT & Security
Operational security
- Configuration and change management standard
- Supplier-defined controls
- Configuration and change management approach
- All changes in configurations are requested by internal online portal and tracked. Includes testing and roll back planning. Each change before implementation is reviewed against a set of criteria including security by the Change Advisory Board.
- Vulnerability management type
- Supplier-defined controls
- Vulnerability management approach
-
Utilisation of in house certified vulnerability scanning tools.
Patches are 1 month behind the Microsoft rollout, other services vary by severity.
Head of IT & Security, working with a security provider who provides this information, as well as Internet Resources, Twitter etc. - Protective monitoring type
- Supplier-defined controls
- Protective monitoring approach
-
Use of monitoring systems.
Disable access to compromised system and investigate who, what where, when and how.
Immediately. - Incident management type
- Supplier-defined controls
- Incident management approach
-
Physical security incidents, e.g. an unauthorised person gaining access to a building or theft of a physical asset (computer, removable media).
Third party IT security policy violations, attacks or intrusions, e.g. a denial of service attack against MeetingZone Ltd from a network connection belonging to a remote third party.
Internal IT security policy violations, attacks or intrusions, e.g. an employee breaching the MeetingZone Ltd Acceptable Use Policy by surfing to unauthorised sites or downloading malware. Attempted policy violations, attacks or intrusions, e.g. failed attack against a login mechanism (multiple failed login attempts) that was detected by an intrusion detection system.
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
- Connection to public sector networks
- No
Pricing
- Price
- £1,100 an instance a month
- Discount for educational organisations
- Yes
- Free trial available
- Yes
- Description of free trial
- 30 days not including calls