4net Hosted Contact Centre
4net offers omni-channel contact centre services from world leading application providers. Our services can be delivered via a number of hosting options, private, public and hybrid cloud.
Services include customer analytics, skills-based routing, enhanced IVR, preview campaign dialler, dashboards, customisable wallboards, quality monitoring, multi-level permissions, call recording and open APIs.
- Contact Centre: multi-channel, single platform; CRM, CTI.
- Scalable from 2 to 1000s of agents
- Intuitive management interfaces
- Standard and enhanced IVR, ACD, skills-based routing. Multi-lingual
- Voice email SMS call back and social-media channels web-collaboration
- Open APIs and CRM integration
- Quality Management: real-time dashboard reporting; agent scoring, screen recording
- Call recording, with all data stored in UK for security
- Workforce management, quality monitoring, outbound management
- Customer Feedback - web-based interface, flexible dashboards and customizable views.
- Reduce costs, improve contact centre uptime, productivity; no upgrade downtime
- Enabling first contact resolution across all organisation contact points
- Reduce operating expenses – no large capital outlay
- Process multi-channel contacts in a single interface
- Maximise the value of your skilled agents
- Robust security and reliability
- Enable multi-channel customer journey
- Manage your contact center from anywhere
- Increase agent engagement and retention
- Lower repeat call volume by identifying and resolving process issues
£30.00 per user per month
- Pricing document
- Skills Framework for the Information Age rate card
- Service definition document
- Terms and conditions
4net Technologies Ltd
Public Sector team
|Software add-on or extension||No|
|Cloud deployment model||
|Service constraints||There are no constraints relating to the 4net Agile Cloud solution which buyers should be aware of.|
|Email or online ticketing support||Email or online ticketing|
|Support response times||Response times vary based upon request. Please see support SLAs for response times|
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||WCAG 2.1 AA or EN 301 549|
|Phone support availability||24 hours, 7 days a week|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
4net will provide 2nd line support to our customers for this service. 1st line support will be provided by the customer ICT helpdesk so no contact will be from end users to the 4net Service Desk. All support will be provided remotely with onsite support available at an additional charge.
Please see the 4net service definition document which outlines the support levels and associated costs with these levels.
4net will provide a technical account manager to the customer upon request.
|Support available to third parties||Yes|
Onboarding and offboarding
|Getting started||4net provide options for onsite / remote training and user documentation to start using the service.|
|End-of-contract data extraction||4net provide an excel export of the user data held in the system at the end of the contract.|
4net will provide an export of the users configured on the system in an excel format. This is included in the contract.
Should the customer require a transition manager and additional support when moving away from the service then this would be charged on a daily rate of £750 per day. The total cost would be agreed with the customer once they have confirmed what level of support is required from 4net and the time required to transition to the new provider from the 4net Agile Cloud service.
Using the service
|Web browser interface||Yes|
|Application to install||Yes|
|Compatible operating systems||
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||There are no differences between the desktop soft phone and mobile app (android & ios).|
|Description of customisation||4net create a dedicated instance of the Agile Cloud service for every customer. So every solution is bespoke to their requirements in terms of configuration, integrations, user profiles and how the solution is deployed e.g. private cloud, hybrid or public cloud.|
|Independence of resources||4net create a dedicated instance of the Agile Cloud solution for each customer. So there are no shared resources between the customers of the service so as the user base grows this wont impact on existing users of the service.|
|Service usage metrics||No|
|Supplier type||Reseller providing extra features and support|
|Organisation whose services are being resold||Avaya, Enghouse, Microsoft, Teleopti, Verint, plus other world class vendors.|
|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||No|
|Datacentre security standards||Complies with a recognised standard (for example CSA CCM version 3.0)|
|Penetration testing frequency||At least once a year|
|Penetration testing approach||‘IT Health Check’ performed by a CHECK service provider|
|Protecting data at rest||
|Data sanitisation process||No|
|Equipment disposal approach||A third-party destruction service|
Data importing and exporting
|Data export approach||4net would export data from the system on their behalf and provide in an appropriate format.|
|Data export formats||CSV|
|Data import formats||Other|
|Other data import formats||Not applicable|
|Data protection between buyer and supplier networks||
|Data protection within supplier network||
Availability and resilience
|Guaranteed availability||4net provide 99.99% availability on core telephony applications (not all Contact Centre elements) when implemented within a single data centre build. Where a customer takes a geo-resilient build we provide 99.999% availability on core telephony only. Where 4net extend private WAN networking out to our customers we offer a 6 hour SLA on Ethernet bearers (fibre and EFM), and 8 hour SLA on broadband (FTTC / DSL) circuits.|
|Approach to resilience||The resilience of our Agile Cloud solution is available upon request.|
|Outage reporting||Should an outage occur within the platform notifications are automatically sent to the 4net service desk team. Depending upon the severity of the outage then customers will be alerted appropriately via email.|
Identity and authentication
|User authentication needed||Yes|
|Access restrictions in management interfaces and support channels||4net will manage a list of authorized users who can log support tickets / request changes to the Agile Cloud service. Each authorized user will have access to the 4net Service Desk portal where tickets can be logged / updated / closed by the customer. Access to the Service Desk is provided via a secure log-in with no shared log-ins allowed. All requests are tracked by 4net and requests by non authorized individuals over the phone or email would be passed to the customers primary contact for authorization.|
|Access restriction testing frequency||At least once a year|
|Management access authentication||
Audit information for users
|Access to user activity audit information||You control when users can access audit information|
|How long user audit data is stored for||Less than 1 month|
|Access to supplier activity audit information||Users contact the support team to get audit information|
|How long supplier audit data is stored for||Less than 1 month|
|How long system logs are stored for||Between 1 month and 6 months|
Standards and certifications
|ISO/IEC 27001 certification||Yes|
|Who accredited the ISO/IEC 27001||QMS International Ltd|
|ISO/IEC 27001 accreditation date||16/08/2018|
|What the ISO/IEC 27001 doesn’t cover||N/A|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||Yes|
|Any other security certifications||Cyber Essentials Plus|
|Named board-level person responsible for service security||Yes|
|Security governance certified||No|
|Security governance approach||
.4net’s security governance includes –
• All security activities are linked to 4nets goals, business priorities as well as areas such as health & safety and financial governance.
• Director sponsorship and senior management ownership of security governance
• Accountability / empowering individuals at all levels for making decisions
• Internal feedback provided to decision makers regarding impact of their choices
|Information security policies and processes||
4net adhere to the ISO 27001 information security standard. The standard demands strict and detailed processes and policies to ensure data is fully protected both at rest and in transit, and 4net are committed to meeting these demands.
The Statement of Applicability is available to G-Cloud on request, this document references all of 4net’s policies and procedures including our IT policy, encryption systems and access control along with many other processes.
The SoA also details the reporting structure for adherence to ISO 27001. In brief this consists of our internal IT engineers who form part of our service desk team, reporting into the service desk manager. The service desk manager (for 4net’s information systems) reports to the Chief Technical Officer who has ultimate responsibility for 4net’s Information Systems security, support and development.
|Configuration and change management standard||Supplier-defined controls|
|Configuration and change management approach||
4net will deploy their service management tool – ESP. One element of the tool is Configuration Manager. Configuration Manager holds the audit list of all configuration items, their versions and understands their connections to each other. Configuration Manager provides real-time and historical views the assets, providing data for asset tracking, design and planning.
The Change Management process will ensure the impact of change is minimised, recorded and communicated. The process proactively identifies and handles associated risks and security impacts, thus reducing any adverse effects as a result of change. The process confirms readiness for implementation and transition into service operation
|Vulnerability management type||Supplier-defined controls|
|Vulnerability management approach||
4net continually assess software and firmware across the deployed platform, both by assessment of product and security release notes and by ESP’s tool Release Manager.
Release Manager monitors firmware and software revisions at the latest release. Release Manager uses Configuration Manager’s CMDB as a source for the existing release levels, which is updated on a regular basis.
4net assesses the release and our policy is for security breaches and updates, to deploy straightaway and for all other releases to deploy if it is to resolve a known issue or following consultation with the customer.
|Protective monitoring type||Supplier-defined controls|
|Protective monitoring approach||
4net will deploy ESP, a service management tool that proactively manages and monitors the UC and CC platform. When an alarm is received, ESP will automatically attempt resolution by running scripts against known problems within its knowledgebase. If an automated resolution is not possible, ESP will email the 4net ServiceDesk with details of the issue.
The 4net ServiceDesk will then create a ticket, notify the customer’s service desk and assign the ticket to a 4net engineer to triage and restore. Response will be in accordance to the designated priority of the issue and the SLA.
|Incident management type||Supplier-defined controls|
|Incident management approach||
4net has a documented Incident Management process which is provided with an Operational Services Manual. This will include ‘knowledge
articles’ and ‘templates’, which are updated, for common issues.
All Incidents are reported and logged via the 4net ServiceDesk. Incident logging is either automated via ESP or manually by phone, email or the customer web portal. Outside of automated Incident logging, we ask that Priority 1 and 2 tickets are phoned in and Priority 3 and 4 are either emailed and logged via the portal.
The Service Delivery Manager will provide Incident reports, RCAs and service reviews to an agreed schedule.
|Approach to secure software development best practice||Conforms to a recognised standard, but self-assessed|
Public sector networks
|Connection to public sector networks||No|
|Price||£30.00 per user per month|
|Discount for educational organisations||No|
|Free trial available||No|