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

G-Cloud 11

500496564525190

Geomant

Charlotte Houston

01789387900

chouston@geomant.com

Service scope

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

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

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

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
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

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

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

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance None

Asset protection

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 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-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

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

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

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

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

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

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

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

Public sector networks
Connection to public sector networks No

Pricing

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

pdf document: Pricing document pdf document: Terms and conditions
Service documents
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