Exponential-e Ltd

Contact Centre as a Service (CCaaS)

An omni-channel platform delivering superior customer care services to the Public Sector. Leveraging our Infrastructure as a Service (IaaS) platform, our solution delivers secure, highly scalable, feature rich Cisco UC and contact centre services with up to 99.99% availability.

Available as a Private, Community or Hybrid Cloud model.

Features

  • Leverages the industry leading Cisco portfolio for best-of-breed UC applications
  • In line with NIST: offering Private, Community and Hyrbrid Cloud
  • Connect via Internet, PSN, HSCN, Ethernet, MPLS or CPA Encryption
  • PCI DSS compliant call recording with suppression of sensitive information
  • Email, web chat and social media chat interaction with customers
  • Queue voice, web chat, email and social interactions to agents
  • Integration with CRM or SQL database to automatically pull data
  • UK Sovereign, UK Dominated. Data never leaves the UK
  • Agents can connect from any location
  • Blended ISDN and SIP PSTN connectivity options enable cost reduction

Benefits

  • Highly scalable, only pay for what you need
  • Disaster tolerant: two securely connected Tier 3 UK data centres
  • Free, no commitment 30‐day trial available
  • Improve visibility, drive continual improvement with real‐time and historical reporting
  • A customisable, intuitive user experience to enhance agent performance
  • Create an enjoyable customer journey for your customers
  • Ensure compliance with secure, encrypted recording storage and retrieval
  • Provides high levels of DR and continuity capability
  • Blended capital and operational expenditure options available
  • Unique licensing model protects existing and future investment through migration

Service scope

Service scope
Service constraints The underlying platform is engineered to be
highly resilient and can tolerate both
unplanned component failure and planned
maintenance activities. We are committed
to frequent and regular maintenance of the
platform to ensure that the service delivers
the highest levels of security and
availability.
System requirements
  • Service Connectivity: Internet, N3/HSCN, PSN or Private Ethernet
  • LAN: Standards-based Power over Ethernet (PoE) to power telephone devices
  • LAN: Voice VLAN, Quality of Service, CDP / LLDP-MED

User support

User support
Email or online ticketing support Email or online ticketing
Support response times 1 hour
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 We offer varied Service Level Agreements (SLAs) based on deployment model:
• The SLA for Standard Private or Community Cloud is 99.9%
• The SLA for Cloud HA Private or Community Cloud is 99.99%
• The SLA for Hybrid Cloud is 99.99%.

Our support level hours are as follows:

Business Hours (0900-1700), weekdays excluding Bank Holidays. Extended Business Hours (0800 - 1800), weekdays excluding Bank Holidays 24/7 x 365, including Bank Holidays.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started In order to fully understand your business objectives and produce an appropriate design to fully meet requirements, we offer a number of workshops to gain a comprehensive understanding of your organisation. This information, combined with detailed benefits analysis enables Cinos to provide the perfect solution to meet your business need.

While we have industrialised and standardised our approach as far as possible, we appreciate that each of our customers and their requirements are unique. Our typical on-boarding process follows a closely aligned PRINCE2 methodology which incorporates the following key stages:

• Initiate and Assess

• Plan and Design

• Procure

• Implement

• Prepare

• Handover and Transition

• Benefits Realisation
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction In the event you wish to leave our service, we will meet all necessary obligations in order to enable a smooth transition of service, including the release of any software licenses to you.
End-of-contract process Service cessation should be initiated by request in writing, where we will be happy to work with you define a service cessation plan.

Using the service

Using the service
Web browser interface Yes
Using the web interface Internet Explorer
Microsoft Edge
Firefox
Chrome
Safari 9+
Web interface accessibility standard WCAG 2.1 AA or EN 301 549
Web interface accessibility testing Cisco IP hardware phones or Cisco ATA are able to be combined with compatible Assistive Technology.
API Yes
What users can and can't do using the API Elements of the Cisco estate support a northbound interface (NBI) in order to accept provisioning work orders and report back upon execution.
The services architecture, using WSDL/SOAP over HTTPS, provides a standards-based request/response interaction with the service for submitting NBI requests.
The NBI supports the following:
• Management of the infrastructure
• The ability to submit work orders for
infrastructure products
• The ability to query inventory
• The ability to submit a provisioning work order
• The ability to configure products
• Management of subscriber objects
• Management of directory number objects
• The ability to configure subscriber
services
• The ability to submit work orders for
subscribers
• The ability to submit get list work orders
• The ability to check order acceptability
status
• The ability to submit work orders to reset
attribute values with template or default
values
• Some of the APIs can work in both
asynchronous and synchronous ways
API automation tools Other
API documentation Yes
API documentation formats
  • HTML
  • PDF
Command line interface No

Scaling

Scaling
Scaling available Yes
Scaling type Automatic
Independence of resources In order to guarantee that users are not affected by the demands from other users, we use resource reservations and shares such as internet bandwidth shaping. In addition, the capacity planning team ensure that usage in terms of all resources are constantly monitored and increased accordingly relating to user demand.

Services provided by Cinos are multi-instance, rather than multi-tenant, meaning that each customer gets their own dedicated instance of the service.
Usage notifications Yes
Usage reporting Email

Analytics

Analytics
Infrastructure or application metrics Yes
Metrics types
  • CPU
  • Disk
  • Memory
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Reseller (no extras)
Organisation whose services are being resold Cinos

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
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 Yes
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 CHECK service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
  • Other
Other data at rest protection approach Customers are encouraged to protect their own data using encryption technologies where only they have the decryption key. In this way, our customers are assured that their data can never be accessed by a third party.
Data sanitisation process Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Backup and recovery

Backup and recovery
Backup and recovery Yes
What’s backed up
  • System build and user/endpoint configuration
  • Agent statistics
  • Call statistics
  • Call recordings
Backup controls As a managed service the supplier controls the backups and the backup process. If required, we can work with customers to define what needs to be backed up, the frequency of backups and how long data is held.
Datacentre setup Multiple datacentres with disaster recovery
Scheduling backups Supplier controls the whole backup schedule
Backup recovery Users contact the support team

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks Private network or public sector network
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 offer varied Service Level Agreements based on your deployment model:

• The Service Level Agreement (SLA) for Standard Private or Community Cloud is 99.9%
• The Service Level Agreement (SLA) for Cloud HA Private or Community Cloud is 99.99%
• The Service Level Agreement (SLA) for Hybrid Cloud is 99.99%

If the service level falls below the stated availability percentage (excluding Planned and Emergency Maintenance periods), customers will be eligible for Service Credits on affected Unified Communications and Collaboration applications only. Service Credits will be calculated as a percentage of the fees for the affected services for the monthly billing period during which the failure occurred (to be applied at the end of the billing cycle).

The Service Credit for a Standard Deployment Model is 5% of the affected applications monthly spend.

The Service Credit for a Cloud HA Deployment Model is 15% of the affected applications monthly spend.

The Service Credit for a Hybrid Cloud Deployment Model is 5% of the affected applications monthly spend.
Approach to resilience Our service is deployed across a number of sites, regions and zones. Each zone is designed to eliminate single points of failure (such as power, network and hardware). Customers are encouraged to ensure their solution spans multiple sites, regions or zones to ensure service continuity should a failure occur.
Outage reporting All outages will be reported via email. Outages are identified as Planned maintenance, Emergency maintenance, and platform issues. In addition, the designated Technical Account Manager will proactively contact customers as appropriate.

Identity and authentication

Identity and authentication
User 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
Access restrictions in management interfaces and support channels For online systems (e.g. Customer Portal & API interfaces), all users are required to have a unique username, password and memorable word combination. Customers may also use 2FA authentication tokens.
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
Devices users manage the service through Any device but through a bastion host (a bastion host is a server that provides access to a private network from an external network such as the internet)

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 Between 1 month and 6 months
Access to supplier activity audit information Users have access to real-time audit information
How long supplier audit data is stored for Between 1 month and 6 months
How long system logs are stored for Between 1 month and 6 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 BM Trada
ISO/IEC 27001 accreditation date 11/03/2016
What the ISO/IEC 27001 doesn’t cover No exclusions
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
Information security policies and processes The Company is governed by an integrated suite of information security policies. Under the top level Information Security Policy itself are second-level documents with specific focus on Acceptable Use, Antivirus Protection, Asset Management, Business Continuity Management, Data Protection, Password Management, Personnel Management, Supply Chain Management and many others.

Operational security

Operational security
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 Our partner has documented configuration and change management policies and processes, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 standard.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Vulnerability management policy and processes have been documented, implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 and ISO27001 standards. Where technically possible, real-time updates and status reports are identified and sourced from credible vendor sources, which cover a significant proportion of our asset population. For other systems and software, assigned personnel have responsibility for regularly reviewing technical forums and specialist groups to promptly identify and evaluate any emerging patches or updates which require our attention
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Our service is based upon Infrastructure as a Service. Following best practice from the National Cyber Security Centre, we protect platforms with enhanced protective monitoring services (SIEM), at the hypervisor level and below. The approach to protective monitoring continues to align with the Protective Monitoring Controls (PMC 1-12) outlined in CESG document GPG13 (Protective Monitoring for HMG ICT Systems). It includes checks on time sources, cross-boundary traffic, suspicious activities at a boundary, network connections and the status of backups, amongst many others. All alerts are immediately notified to the NOC for prompt investigation.
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 A documented incident management policy and process, has been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 and ISO27001 standards. This activity is responsible for the progression of alerts generated by automated monitoring systems, issues identified by personnel, and incidents identified and reported. All incidents are promptly reported into a central ticketing system, which ensures that each is promptly assigned to an appropriate resource, and its progress tracked (and escalated, as required) to resolution.

Secure development

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

Separation between users

Separation between users
Virtualisation technology used to keep applications and users sharing the same infrastructure apart Yes
Who implements virtualisation Supplier
Virtualisation technologies used Other
Other virtualisation technology used TBC
How shared infrastructure is kept separate Each organisation will have its own instance of contact centre server in our virtual data centre. IP addressing, VLANs and firewalls ensure that all network traffic relating to virtual machines is kept separate.

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes
Description of energy efficient datacentres TBC

Pricing

Pricing
Price £79 per user per month
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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