Performance Telecom Limited

Fusion - Contact Centre Telecommunication Services

Fusion is your complete hosted PBX solution, providing voice, video, chat, email, SMS and social media. Onmi-channel communications for Contact Centres, Fusion can be cloud or locally based and is 'Plug n play' and SIP based to provide functionality such as queuing and resilience.

Features

  • Cloud Hosted
  • Simple User Interface
  • SIP Based Integration
  • iOS, Android, Mac and Windows Clients
  • Can Act as a Provisioning Server
  • Multi-Site & Homeworker Compatible
  • Compatible with any Telephony Device
  • Post Call Surveys
  • Multi Channel
  • PCI Compliant Payments

Benefits

  • Flexible Hosting Options
  • Simple Agent Experience
  • Positive Customer Experience
  • Easy Integration with Existing Systems
  • Compliance with the PCI DSS
  • Easily Manage Outbound Communications
  • Agent Training Takes Just 10 Minutes
  • No Local Setup Required
  • Fully Scalable
  • Integration with most CRM Systems

Pricing

£20 to £100 per licence per month

Service documents

G-Cloud 10

568201740766201

Performance Telecom Limited

Ben Checketts

0330 303 4321

benchecketts@performancetelecom.co.uk

Service scope

Service scope
Software add-on or extension Yes, but can also be used as a standalone service
What software services is the service an extension to Google Chrome
Cloud deployment model Private cloud
Service constraints None
System requirements
  • Internet Browser(Chrome/Firefox/Safari)
  • Working telephone line with touchtone

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Within 4 hours.
Evening and weekend cover subject to subscription level
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support No
Onsite support Yes, at extra cost
Support levels Standard support covers normal office hours and is included in the price.
Extended support to 10pm weekdays and 9-5 weekends is available for a 10% surcharge.
24/7 support for 20% surcharge
A technical account manager would be handling the first-line support.
A cloud support engineer would be handling any escalations
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Training is provided at the level requested, which can include online or onsite for an additional fee.
Video and documented self-learning resources are available
Service documentation Yes
Documentation formats HTML
End-of-contract data extraction Administrators can access and extract the data to csv format when required
End-of-contract process There are no contract termination charges provided that the full-term has been met

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service We have adopted a mobile first approach in our design.
Accessibility standards None or don’t know
Description of accessibility Arassen
Accessibility testing Arassen
API Yes
What users can and can't do using the API Arassen
API documentation Yes
API documentation formats Open API (also known as Swagger)
API sandbox or test environment Yes
Customisation available Yes
Description of customisation White-labeled via the administration section.

Scaling

Scaling
Independence of resources Infrastructure is elastically expandable and customers are required to inform us of any peak events and maximum number of concurrent calls are set to avoid affecting other clients

Analytics

Analytics
Service usage metrics Yes
Metrics types In depth reporting available including;
transaction volumes
transaction values
per user reporting
per campaign reporting
per channel reporting
historical trend analysis
failed payment reports
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
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 At least every 6 months
Penetration testing approach ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest Physical access control, complying with another standard
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach Administrators can export via APi / SFTP or direct download to csv if the user has required permissions to do so
Data export formats CSV
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks Other
Other protection between networks Our client will not receive any data that needs to be protected.
All sensitive data is transmitted directly to the buyers Payment service provider for processing through secure encrypted channels
Data protection within supplier network TLS (version 1.2 or above)

Availability and resilience

Availability and resilience
Guaranteed availability The calculation used to measure availability is as follows:
T = total time in the quarter, measured as total number of
days in the calendar quarter x twenty four hours x sixty
minutes. A = time Service available (T‐U). U = time Service is
Schedule: Service Level Agreement l v180330AN Page 3
not available (X‐Y). X = total unavailability. Y = excluded
unavailability (as per the exclusions listed above).
Availability Percentage = A/(T‐Y) x 100
Approach to resilience The Software will be install on a multi availability zone in the cloud. replicated to 3 different location within UK.
Outage reporting Email alerts via the Customer Service Team.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels Client Administrators define each user access rights
which determines information that can be viewed.
Only pre-authorised personnel may access support functions
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor 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 User-defined
Access to supplier activity audit information Users have access to real-time audit information
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 Yes
Who accredited the PCI DSS certification Convergent Network Solutions Limited
PCI DSS accreditation date 10/10/17
What the PCI DSS doesn’t cover N/a
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 PCI Compliance (level 1)
IASME
Cyber Essentials
Information security policies and processes Tbc

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach We use JIRA from Atlassian for change management requests.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Weekly, monitoring of CVE Details and patches applied accordingly.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Threats are monitored using ClamAV which alerts the Sys Admin Team. based on priority the threats are distributed for further analysis if they cant be dealt immediately.

30mins SLA during office hours 8am to 8pm.
Incident management type Supplier-defined controls
Incident management approach Preparation and Prevention
- Training and Assessment and Maintenance
Identification and Classification
- Proactive monitoring
- Fault triage and assignment
Containment and Eradication
- further analysis
- plan technical response
- QA solution
Recovery and Follow Up
- share lessons
- improve system control
- close and ressolve

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £20 to £100 per licence per month
Discount for educational organisations No
Free trial available No

Documents

Documents
Pricing document View uploaded document
Terms and conditions document View uploaded document
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