Geomant

Geomant Contact Expert

Geomant's Hosted Contact Expert is a fully featured cloud contact center application created specifically for Microsoft Skype for Business Online users that require advanced contact center functionality including; Custom IVR, Skills-based Agent routing of Voice, Chat, and Email, Agent Scripting, Callback, and Supervisor functions.

Features

  • Multi-channel Customer Interaction (Voice, Email, Chat) with reporting
  • Powerful IVR and intelligent ACD capabilities
  • Interaction Histories and Customer Contact Management
  • Call & Chat Recording
  • Scheduled Callback capabilities
  • Unified Agent Desktop with Agent Dashboard
  • Outbound campaigns
  • Supervisor Reporting and Administration
  • Agent-side Integration API to CRM systems (e.g. Contact Screen Pop)
  • Agent Scripting

Benefits

  • Enable fair work distribution based on Agent Skill and Availability
  • Easily locate the required Agent with the correct skills
  • Ensure Agents have valid , up to date information
  • Keep a record of both written and spoken conversations
  • Saves clients from having to wait in a queue
  • Integrates with other applications such as CRM
  • Instantly shows performance of Agent
  • Ensures Contact Centre operates at optimum efficiency and peak productivity
  • Agents can see notes in other applications
  • Allows your agents to have interactive, standardized scripts to follow

Pricing

£50 per licence per month

  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

5 0 0 4 9 6 5 6 4 5 2 5 1 9 0

Contact

Geomant

Steve Blackmore

01789632064

sblackmore@geomant.com

Service scope

Software add-on or extension
Yes
What software services is the service an extension to
Hosted Contact Expert utilises Microsoft Skype for Business for voice telephony and Geomant Buzzeasy for Chat Channel enablement.
Cloud deployment model
Public cloud
Service constraints
Hosted Contact Expert requires local installation of Agent Desktop software and relies on MS Office 365 Federation for existing Microsoft users. Non MS Office 365 users can be also be supported via hosted enrollment to Skype for Business.
System requirements
  • Local Windows installation of Contact Expert Agent Desktop software
  • Internet Access to Web Portal for Administration and Supervisor functions

User support

Email or online ticketing support
Email or online ticketing
Support response times
Immediate automated response. Live agent response time dependent upon client SLA.
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
Yes, at extra cost
Support levels
Support levels are available to meet the requirements of our customers; including 24x7 and 8x5 or bespoke options.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
We provide online training for the various facets and components of the system We also provide the documentation. We can provide on-site training sessions for customers which are chargeable.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Users can export various reporting and contact list data over the Administration portal at any time, and can file a request to acquire raw data for things like Agent and Queue details.
End-of-contract process
At the end of the contract Geomant asks the user if any raw data is needed (see end-of-contract data extraction point). Eventually goes on to physically remove all data – including history – pertaining to the given tenant in our system without any cost to the user.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
Application to install
Yes
Compatible operating systems
Windows
Designed for use on mobile devices
No
Service interface
Yes
Description of service interface
The Contact Expert web portal provides the administration and configuration interface for all tenants.
Accessibility standards
None or don’t know
Description of accessibility
The Contact Expert web portal is accessed via the internet. Users are required to enter a Username and Password to access the site. The Username is associated to a Role, which determines the permissions and menu visibility within the Contact Expert portal.
Accessibility testing
None
API
Yes
What users can and can't do using the API
The Contact Expert API is highly configurable and its use is dependent on each use case.
API documentation
Yes
API documentation formats
Open API (also known as Swagger)
API sandbox or test environment
No
Customisation available
No

Scaling

Independence of resources
Geomant employs dedicated monitoring and operations teams to act upon changing load profiles and trends. We can perform upscaling without customer intervention and can initiate outscaling with the customer’ cooperation.

Analytics

Service usage metrics
Yes
Metrics types
Standard contact center metrics provided.
Reporting types
  • Real-time dashboards
  • Regular reports

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
None

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
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
Never
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
Data sanitisation process
No
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 export is managed and executed specific to each customer requirement. This is achieved via API data interchange, scheduled export reports to sFTP, or manual extraction of dashboard reports.
Data export formats
  • CSV
  • Other
Other data export formats
  • API
  • Other formats upon request.
Data import formats
  • CSV
  • Other
Other data import formats
  • API
  • Other formats upon request.

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)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
We provide a 99.5% availability and the following service credit scheme: > 99.5% - 0% Credit 98% - 99.49% - 2.5% Credit 95% - 97.99% - 5% Credit 90% - 94.99% - 10% Credit <90% - 20% Credit.
Approach to resilience
We provide inherent fault tolerance and HA capabilities in our services and also rely on cloud provider redundancy capabilities. Further details are available upon request.
Outage reporting
In case of any outage affecting any one customer, we immediately get in touch with them via phone and email and also provide an update on our public system status page.

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
Our product provides a full RBAC permission mechanism over on the Administration portal.
Access restriction testing frequency
At least every 6 months
Management access authentication
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
Users have access to real-time audit information
How long supplier audit data is stored for
At least 12 months
How long system logs are stored for
Between 1 month and 6 months

Standards and certifications

ISO/IEC 27001 certification
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
No

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
Other
Other security governance standards
Geomant has its own comprehensive information security policies and processes.
Information security policies and processes
The Senior Management Team monitor all aspects of security, internally and externally.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
We follow ISO procedures.
Vulnerability management type
Undisclosed
Vulnerability management approach
The Operations Director is responsible for threat assessment and prevention.
Protective monitoring type
Undisclosed
Protective monitoring approach
Managed by our Support Team.
Incident management type
Supplier-defined controls
Incident management approach
Geomant has dedicated Support, DevOps and Service Delivery teams, and operates to well-defined processes and procedures. Users can report incidents via email and phone, and all incidents are logged in an incident management system. Post-incident reports, including RCA are created for high severity incidents.

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
£50 per licence per month
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
Full service on a trial basis.

Service documents

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