Information and communication technology (ICT) // Conduit Global CX100 cloud IVR, based on industry leading technologies, providing automated speech recognition, payment processing, and self-service functions to enable channel deflection and reduce agent transactions.
- Cloud IVR, DTMF and speech recognition
- Speech self service
- Disaster recovery
- Real-time / historical customisable reporting
- PCI Compliant
- Secure IVR
- Payment IVR
- Visual IVR
- Sentiment Analysis
- Drive efficiencies with addition of self service and bots
- Respond quickly to changing business needs
- Enable agent workforce to focus on more challenging contacts
- Understand customer behaviours and needs via detailed MIS and Analytics
- Improve information gathering prior to agent engagement
- Integrate CRM with IVR for self-service and agent transaction enablement
- Use visual IVR enabling interactive menus guiding users through self-service
- Maintain contact centre PCI compliance by deploying IVR payment applications
- Enable sentiment analysis and real-time tracking of customer behaviours
£0.03 to £0.15 per unit per minute
|Software add-on or extension||Yes, but can also be used as a standalone service|
|What software services is the service an extension to||CX100 IVR platform is a component of the CX100 Omni channel platform. It can also be used as a standalone offering.|
|Cloud deployment model||Hybrid cloud|
|Service constraints||No significant constraints noted|
|Email or online ticketing support||Email or online ticketing|
|Support response times||
Customer’s questions are rated according to priority. Target response times are as below. Alternative targets / SLAs for individual customers can be negotiated and agreed.
TS1 (24*7) 20 min
TS2 (business hours) 20 min
TS3 (business hours) 20 min
TS4 (business hours) 20 min
TS5 (business hours) 20 min
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||WCAG 2.0 A|
|Phone support availability||24 hours, 7 days a week|
|Web chat support||Web chat|
|Web chat support availability||24 hours, 7 days a week|
|Web chat support accessibility standard||WCAG 2.0 A|
|Web chat accessibility testing||Testing of the web chat system with assistive users is planned for the future|
|Onsite support||Yes, at extra cost|
Conduit Global’s standard support package is based on the following metrics:
Local business hours helpdesk and technical support ( Monday to Friday 9am – 5pm ).
Access to fault and request reporting portal, email, chat and phone support channels to our internal helpdesk.
Unlimited critical issue support 24/7. Critical issue is defined as 10% or more users unable to use the hosted system.
Out of hours support will be charged on an hourly basis at Conduit Global’s professional services rate.
Additional packages are available with increased support hours. We will be happy to discuss your individual needs
Provision of an individual assigned Service Delivery manager is standard for larger accounts. Smaller accounts will have access to a shared Service Delivery team.
|Support available to third parties||Yes|
Onboarding and offboarding
Conduit Global believe that effective transitioning to a new service provider is achieved through detailed planning, effective leadership, and productive engagement. Our implementation methodology is aligned with Industry Standard PMI; and adapted to manage the variable levels of risk, scale, and complexity associated with any individual client project specific to their challenges and strategic aims.
The Conduit Global PMO supplies the project management resources and planning expertise required as part of this project. They will facilitate and drive project progress through initiation, planning, executing, monitoring and controlling and finally closing.
Conduit Global also offers a number of standard and extra services to support on-boarding. These are tailored specifically to the needs of individual customers. These include, but not limited to:
Full platform documentation available via web or PDF
Seamless migration services from on-premise to cloud
Consultancy services for architectural design and contact flow setup
Consultancy services for 3rd party CRM and other application integration
Consultancy services for custom reporting and analytics
Onsite and webinar based training, both standard and ad-hoc
Onsite launch support, and extended support during launch and bedding in period
|End-of-contract data extraction||Data can be extracted via API directly, or provided separately in the form of secure download, and delivered via SFTP or other secure transit. Conduit Global will work with a customer to determine the best method and format for each individual case|
|End-of-contract process||As part of the on-boarding process, Conduit Global will work with a customer to identify any data or configuration unique to the customer. We will then work with a customer to understand which data requires transferring, and determine the best method and format of transfer. A full exit strategy will be documented and agreed. Additional costs will be incurred for any non-standard data transfer requests.|
Using the service
|Web browser interface||No|
|Application to install||No|
|Designed for use on mobile devices||No|
|Accessibility standards||None or don’t know|
|Description of accessibility||IVR Service has not been designed specifically with accessibility in mind|
|Accessibility testing||Testing of the Omni channel user interface with assistive users is currently planned for the future|
|What users can and can't do using the API||
The CX100 IVR Software has a number of flexible API services. Many of the features that can use these API interfaces are listed below. The below is not an exhaustive list. Our team will work with you to meet your integration requirements.
Support automation, self-service and contact centre routing with IVR using Web Services integration
Support automation, self-service and contact centre routing with IVR by 3rd party database access
|API documentation formats||
|API sandbox or test environment||Yes|
|Independence of resources||
Conduit Global’s platform is continually monitored by our 24/7 Network Operations Centre. The NOC consists of a multi-tiered remote support staff covering the major disciplines needed to support the platform
Included in NOCs role is:
Incident and ticket management
The NOC works to monitor demand placed upon the system, ensuring that sufficient resources are available for all customers. Additionally, each customer has an agreed maximum scaling level before needing assistance from support. Our platform is built to ensure that each customer can reach their maximum level without issue experienced by themselves or other customers.
|Service usage metrics||Yes|
Metrics include but not limited to:
Number of inbound / outbound calls made over a defined period
Number of inbound / outbound call minutes over a defined period
Number of calls recorded over a defined period
Total number of call recordings stored
Total space occupied by call recordings
Total space occupied by other data
Total Minutes of use
|Supplier type||Not a reseller|
|Staff security clearance||Conforms to BS7858:2012|
|Government security clearance||Up to Developed Vetting (DV)|
|Knowledge of data storage and processing locations||Yes|
|Data storage and processing locations||United Kingdom|
|User control over data storage and processing locations||Yes|
|Datacentre security standards||Supplier-defined controls|
|Penetration testing frequency||At least once a year|
|Penetration testing approach||Another external penetration testing organisation|
|Protecting data at rest||
|Other data at rest protection approach||Encryption of physical media as and when required by contractual agreement|
|Data sanitisation process||Yes|
|Data sanitisation type||Explicit overwriting of storage before reallocation|
|Equipment disposal approach||A third-party destruction service|
Data importing and exporting
|Data export approach||
Users can easily export data using the following methods
1) Using API interface for direct downloads
2) Ad-Hoc downloads or data transfers arranged with Conduit Global Professional Services
|Data export formats||
|Other data export formats||WAV ( For recordings )|
|Data import formats||
|Other data import formats||WAV ( For recordings )|
|Data protection between buyer and supplier networks||
|Data protection within supplier network||
|Other protection within supplier network||Implementation of next generation firewalls and session border controllers (SBCs)|
Availability and resilience
Contracts with customers are negotiated individually; however as a guideline the following applies:
Overall uptime SLA of 99.9%
10% service credit for uptime below 99.9% but above 99.0%
30% service credit for uptime below 99.0%.
|Approach to resilience||Conduit Global follows a principle of resiliency by design. All components of the CX100 CCaaS product are deployed in a High Availability (HA) configuration across multiple data centres. Diversity of geography, telecommunications carrier, and hardware is employed at all levels, from Layer 1 to Layer 7. Data centres utilize N+1 redundant power and air handling technologies and customer data is stored across RAID5 configured drives in geographically diverse locations.|
Should an incident or outage events occur, Conduit Global will communicate status and resolution to customers via the following channels:
System status dashboard
Exact method of reporting can be tailored individually for each customer according to their requirements and impact to service.
Identity and authentication
|User authentication needed||Yes|
|User authentication||Username or password|
|Access restrictions in management interfaces and support channels||All accounts created for the CX100 platform are based on Role Based Access Control (RBAC). Accounts can be set up with only the access needed to support their role. Customers can create multiple profiles to match their individual business needs.|
|Access restriction testing frequency||At least once a year|
|Management access authentication||
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 contact the support team to get audit information|
|How long supplier audit data is stored for||User-defined|
|How long system logs are stored for||User-defined|
Standards and certifications
|ISO/IEC 27001 certification||No|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||No|
|Named board-level person responsible for service security||No|
|Security governance certified||Yes|
|Security governance standards||
|Other security governance standards||PCI-DSS, GDPR, SSAE-16, SOC Type II|
|Information security policies and processes||
As a leading global provider of contact centre and technology services, data security is of paramount importance. Conduit Global has adopted a comprehensive Information Security Policy that has been deployed throughout our enterprise, including all subsidiaries. The need to ensure the confidentiality, integrity, and availability of both corporate and customer information has been a driving force in enabling us to produce and manage robust processes within this area. Conduit's standards comply with ISO27001:2005 and ISO27002 (formerly ISO17799) guidelines. Within the ISO27001 Standard, consideration is given to specific legal requirements (such as PCI-DSS, Data Protection Act, and General Data Protection Regulation [GDPR]) to ensure that any risks are identified, measured and mitigated with controls (i.e. policies, training or technical restrictions.
Conduit Global's management has set a clear policy direction and demonstrated support for, and commitment to, information security through the implementation and ongoing maintenance of the Information Security Management Systems policy throughout the organisation. An ongoing training program ensures that all employees are aware of their responsibilities in relation to information security and that feedback methods are in place to measure the effectiveness of all processes on a continual basis.
|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||
Conduit Global’s change management process ensures that all change requests are formally assessed, scheduled, authorised, implemented and tested to minimise impact to services, and to save the business time and resource in reacting to a failed change. Key steps are:
Registration and classification, including of devices affected
Review of change proposal, including security assessment
Planning and testing
Review & close the change
The change impact and scope determine the approval levels required. The business rules configured within the management system automatically determine the approval levels and notifications to be sent.
|Vulnerability management type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Vulnerability management approach||
Conduit Global manages vulnerabilities through the methods described below. Penetration testing on each segment is carried out at least every six months and after any changes to segmentation controls/methods or significant application change (internal or external).
Conduit Global has implemented a Microsoft Windows Server Update Service (WSUS) system to distribute and install security patches.
Conduit Global utilizes the QualysGuard PCI product for vulnerability scanning external facing IP addresses.
For internal scanning, a Nessus Scanner to complete vulnerability scans.
Penetration testing is currently out-sourced to an external PCI QSA.
|Protective monitoring type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Protective monitoring approach||Conduit Global actively monitor events across our infrastructure, and partners with a third party company who carries out analysis of data collected. The monitoring is carried 24/7 and any suspicious behaviour is raised with Conduit Global on a real time basis. Conduit Global also uses antivirus on server and client device equipment to ensure Malware is identified and correctly addressed. We also utilise IPS/IDS technology to identify possible compromises/threats. This overall approach ensures that Conduit Global respond to any incidents within 24hrs of occurrence. If a potential compromise is found it is treated with the utmost importance and responded quickly.|
|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||
Conduit Global has a fully documented security incident management process in place.
Incidents can be reported via a reporting portal or a confidential whistle-blowing line.
Incidents will be classified so they can be handled as quickly as possible. Incidents are given an initial classification according to the category and severity of issue. The priority will be determined by the impact and urgency of the resolution.
Incident report updates are provided via email or via the management portal. Once resolution has been applied a final report will be produced and sent to the senior management team.
|Approach to secure software development best practice||Supplier-defined process|
Public sector networks
|Connection to public sector networks||No|
|Price||£0.03 to £0.15 per unit per minute|
|Discount for educational organisations||No|
|Free trial available||Yes|
|Description of free trial||Subject to discussion and agreement. Please contact Conduit Global for more information.|
|Link to free trial||Www.conduitglobal.com|
|Pricing document||View uploaded document|
|Terms and conditions document||View uploaded document|