Exchange Communications Installations Ltd

Exchange Communications Call Centre with BT Cloud IP Telephony

Our Call Centre with BT Cloud IP Telephony incorporates Avaya Contact Centre Select (ACCS) on an Avaya IP Office platform delivered as a single instance hosted service through a BT Wholesale infrastructure. It provides a resilient fully featured call centre solution scalable to 400 agents and 3000 telephony users.

Features

  • Proven BT ACS Select solution hosted in UK datacentres
  • Fully featured Avaya Contact Centre Select (ACCS) service
  • Skills based omnihannel routing, call recording, reporting and analytics
  • Simple licence structure - ACCS Voice, MultiMedia and Supervisor Agents
  • ACCS Voice agent - base profile supporting inbound/outbound voice
  • ACCS Multi Media Agent - Email, SMS, Webchat, scan, fax.
  • Supervisor licence - Standard and user-defined historical and real-time reporting
  • Call recording, remote agent support, unified agent desktop, Orchestration designer
  • Supports multiple Avaya handsets, no need to replace hardware
  • Third Party integration including Google, Skype (S4B) and Salesforce CRM

Benefits

  • Lowered total cost of ownership with free calls package
  • Predictable communication costs with no upfront capital expenditure (CAPEX)
  • Flexible pay per seat, pay what you use model (OPEX)
  • Agile expansion with extra users easily added whenever needed
  • Flexible Service plans providing resilience upto 99.995% availability
  • Investment protection, roll out cloud services at your own pace
  • Instant access to new capabilities without forecasting or capital expenditure
  • Multiple configuration options via simple to use web-based administration tool
  • Secure and private by design, proven by extensive testing
  • "One-stop-shop" for support, maintenance and billing with service level guarantees

Pricing

£21.07 per user per month

Service documents

G-Cloud 11

525600785815706

Exchange Communications Installations Ltd

David Morse

0141 776 8859

bids@exchangecommunications.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints Planned maintenance is performed to have zero impact. Software upgrades to the platform are scheduled in advance to have zero downtime. It may not be possible for users to remain on the previous version.
System requirements
  • Minimum of 40 Voice Agents and 4 Supervisors
  • Standard Voice agent must be bought with any Multi-Media licence
  • Avaya IPO endpoint profile is required for ACCS call management
  • Multimedia agents require a multimedia seat profile
  • Multimedia interactions need to be sent to ACCS as email

User support

User support
Email or online ticketing support Email or online ticketing
Support response times We acknowledge receipt within 1 working hour and all questions are responded to within 4 working hours
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 Silver (level 1) - 09:00 to 17:00 Mon-Fri excluding public holidays, Phone/Fax/ email support, Proactive monitoring, Dedicated service desk team, customisable notification, Remote diagnostics, Escalation process Price per Annum 5% of RRP of supported item Silver (level 2) - As per Silver Level 1 except 08:00 to 20:00 Mon-Fri excluding public holidays Price per annum - 7% of RRP of supported item Gold - As per Silver level 2 except 24x7x365 excluding public holidays Price per annum - 10% of RRP of supported item Platinum - 24x7x365 as per Gold including Software release management Price per annum - 12% of RRP of supported item All clients receive a named service desk contact and primary Avaya expert engineer. Mutually agreed SLA's - 30 mins to 1 day response times, 1 hour to 2 day fix times available
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Selecting Exchange Communications as a preferred telephony/communications systems provider is the start of a long-term partnership. The primary objective of this partnership is to maintain our clients’ systems to their optimal performance level, and to help provide a first-class service to their customers and staff. During the implementation stage a Communications Plan is developed as part of the Project Plan detailing which communications are appropriate, frequency, purpose, owner and target audience. Regular review meetings are also arranged at different stages of the implementation to ensure the project is running smoothly and the client is happy with the progress made. As part of the implementation phase we are able to offer online or on-site training speciifc to the client including full user documentation. Once the service is live, we believe that communication remains vital. Our standard approach for communication and client engagement requires three primary forms of engagement: • Account Management - responsible for the day to day account relationship, providing a consistent and informed point of contact • Solution Management - responsible for product and service design and emerging market technology. • Service Management responsible for all aspects of service performance, reporting and support within the Service Support Centre.
Service documentation No
End-of-contract data extraction Exchange will assist any new provider to minimise the risks of transition and fully co-operate providing electronic downloads of all parameters pertaining to DDIs, agents, dial plans and call flows. We would continue to provide the normal class of service up until the termination date / time. This includes preserving access to reports and call recordings if required for 30 days beyond the contract end date.
End-of-contract process The cost of the data extract service is included within the proposed pricing. The data extract will be run one month before contract termination. Any other services required will incur additional costs that will be quoted in advance for acceptance.

Using the service

Using the service
Web browser interface No
Application to install Yes
Compatible operating systems
  • Android
  • IOS
  • MacOS
  • Windows
Designed for use on mobile devices No
API Yes
What users can and can't do using the API The BT ACS Select solution is based on open API clients to share resources, provide improved customer service, and keep mobile employees accessible. The proposed solution fully integrates with desktop applications including Skype for Business (SfB). IP Office integrates into any network infrastructure to enhance existing communication services. Administrators of Microsoft networks can provide unified communication services to clients utilising their Avaya IP Office service provider. The Avaya Lync Integration interacts with the SfB client directly using Microsoft supported APIs. The Avaya solutions telephony capabilities with Lync equires only a Standard CAL (license), eliminating the need for a Microsoft voice infrastructure and the Microsoft Lync Enterprise CAL.
API documentation Yes
API documentation formats PDF
API sandbox or test environment No
Customisation available Yes
Description of customisation The ACCS (with IP Office) solution provides contact centre supervisors and managers common web-based administration capabilities to help reduce configuration complexity, eliminate duplication, reduce errors and lower implementation time and cost.
ACCS can be configured to allow each agent to handle voice, email, web chat, text and fax interactions individually or simultaneously. Historical and realtime displays with dynamic filtering provide easy-to-read information on Key Performance Indicators (KPIs), contact summaries and consolidated multichannel reports. This helps reduce the time spent analysing data and allows more time for coaching agents, helping improve both agent and supervisor productivity.
Administrators can also configure personal greetings, hunt groups, coverage paths, hours of operation, class of service, class of restriction, DDIs, extensions and many other standard telephony settings.

Scaling

Scaling
Independence of resources Each ACCS (with IP Office) solution is built in its own private cloud so will have the ability to scale as necessary for each client. The solution is very flexible and additional capacity can easily be added. The number of licences actually used (the so called “high water mark”) is charged for, as calculated on a monthly (calendar) basis on the hosted platform. This ensures other users will not affect the service received. We manage security and privacy through assessments and tests that protect the integrity and performance of the service. Penetration tests ensure the security of customer data.

Analytics

Analytics
Service usage metrics Yes
Metrics types The ACCS (with IP Office) Solution incorporates granular and customisable real-time and historical reporting for voice and multichannel including;
• number of contacts waiting to be answered,
• number of agents assigned to each skillset,
• number of abandoned calls,
Real-time data can be presented in the most appropriate format to make it easy to monitor peak periods and adjust staffing levels as appropriate.
As part of the Historical Reporting component it is possible to run and schedule performance and configuration reports. They provide information about the past performance of the Contact Center and Contact Center configuration data.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold Avaya Contact Centre Select with BT ACS Select

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Developed Vetting (DV)

Asset protection

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 Managed by a third party
Penetration testing frequency At least every 6 months
Penetration testing approach ‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
  • Physical access control, complying with another standard
  • 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 importing and exporting
Data export approach Exchange would initiate any data export required by the user.
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats Word
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability The ACCS (with IP Office) solution is available in three service plan options hosted at BT Wholesale data centres.
Standard plan - Single data centre, Primary site application failure SLG 5-20 minutes, 99.95% availability
Disaster Recovery - Dual data centre, Primary site application failure SLG 5-20 minutes, Primary Site failure SLG 4hrs, 99.95% availability
Business Continuity - Dual data centre, Primary site application failure SLG 5-20 minutes, Primary Site failure SLG 5-20 minutes, 99.995% availability
Approach to resilience The ACCS (with IP Office) solution is available in three service plan options hosted at highly available, secure and diverse BT core data centres.
Standard plan - Single data centre, resilience within primary data centre only
Disaster Recovery - Dual data centre, application resilience between data centres for the Avaya IP Office only.
Business Continuity - Dual data centre, full application resilience between data centres.
The data centre infrastructure includes;
• redundant power and uninterruptible power supply (UPS)
• local generators back up (N+1) fire and flood detection
• secure physical access control
• rooms built to latest BT security guidelines, with intruder detection, motion detectors, vibration sensors and cameras
• Tier 3 data centre specification.
Outage reporting We have automated email alert system to report any outages

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels A directory of all system passwords are held centrally within Exchange’s secure data centre and only provided to primary and secondary engineers assigned to the customer’s account. It is Exchange’s corporate policy to never leave Avaya systems with default passwords. Unique passwords are provided for every customer and every system they have. Passwords are not created in a format that can be easily guessed (ie. they do not contain an abbreviation of the customer’s name). Passwords are changed / updated particularly if a member of engineering staff ceases to be an employee.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • 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 User-defined
Access to supplier activity audit information Users receive audit information on a regular basis
How long supplier audit data is stored for User-defined
How long system logs are stored for User-defined

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
  • ISO/IEC 27001
  • Other
Other security governance standards Exchange are working towards ISO27002 certification although the ACS Select solution is delivered in compliance with ISO 27001 principals as laid down by the BT Security Evaluation and Compliance System process.
Information security policies and processes As part of the Data Protection Act 1998 it is the company’s responsibility to identify and specify to all workers undertaking work on behalf of Exchange Communications whether permanent, temporary, agency or sub-contractor staff the appropriate processes and procedures to enable compliance with the Data Protection Act. Ultimate responsibility for this is held by our Managing Director although the IT Security Manager – Isobel Bell ensures that the policies are adhered to on a day-to-day basis through regular consultation with Line Managers and monitoring of the relevant processes. Staff are encouraged to flag up potential breaches. Breaches are recorded and classified according to their severity with appropriate action ranging from reminding staff of their responsibilities to adhere to policy; amending or improving internal processes to ensure the breach cannot be repeated; and in the most serious circumstances where breach has been deliberate and for personal gain or advantage formal disciplinary procedures will be followed.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach The ACCS (with IP Office) solution is supplied with a Web Manager tool incorporating an intuitive GUI to allow admin staff to make configuration changes as well as amend routing tables for controlling call flows.
Access is protected by passwords and definable user rights so that the level of access matches staff expertise. Changes are automatically made on a local copy of the system’s configuration to ensure a back-up copy is always available. Every access is logged with an audit trail documenting the most recent changes made. This helps in fault finding if changes did not go as planned.
Vulnerability management type Supplier-defined controls
Vulnerability management approach The ACCS (with IP Office) solution utilises data centres delivered in compliance with ISO 27001 principals. This process follows a system from inception through to live running and has annual checks to ensure that the system continues to be maintained and developed in a secure way. Penetration testing is undertaken where new and updated software is deployed. This is prioritised using a risk analysis system based on data held and attack surface. Penetration testing requiring external accreditation is undertaken by 3rd party Check Accredited companies. Any issues discovered are tracked from discovery to completion in a Security Improvement Plan.
Protective monitoring type Supplier-defined controls
Protective monitoring approach The ACCS (with IP Office) solution protects from unauthorised access by utilising the following service design; - Protection Against Malicious or Accidental Attack o Firewalls restrict access to the platform. o Customer access firewalls isolate Customers from the platform and from each other. o Only required ports and protocols are enabled. o Best practice recommendations Incident severity governs response time typically < 15m
Incident management type Supplier-defined controls
Incident management approach As part of our Quality Management accreditation we have documented processes covering “Maintenance”, “Fault Reporting” and “Escalation”. Our ‘single point of contact’ award winning service desk is available 24/7/365 days and deals with all reported incidents. Incidents can be reported by using Phone, Email or Interactive Website. Upon reporting an incident, details are entered onto our Salesforce CRM. A unique reference number is issued by which subsequent enquiries pertaining to the fault can be tracked. Full reports covering all incidents logged onto our CRM system will be produced and reviewed.

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 No

Pricing

Pricing
Price £21.07 per user per month
Discount for educational organisations No
Free trial available No

Service documents

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