Techsolve

Omnichannel Contact Centre Solution

RingCentral Contact Centre is a cloud based omnichannel contact centre solution that helps organisations deliver fast and personalised customer service as well as accelerate sales.

Features

• Omnichannel contact centre solution
• Skills based routing
• Customer surveys
• Outbound capabilities, 5 diallers
• Advanced IVR with speech recognition
• In depth reporting and analytics, historical and real-time
• Workforce optimisation
• Workforce Management
• Speech analytics
• Collaborative contact centre

Benefits

• Fast and personalised customer service
• First contact resolution
• Significant cost savings
• Accelerated sales
• Get a leading solution recognised by Gartner
• Simple user experience across all devices
• Seamless remote agent working and support for multi-site businesses
• Collaboration within and outside the contact centre
• Future proof solution that grows with your organisation
• White-glove implementation and service

£49.99 to £149.99 a person a month

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at aawadzi@techsolve.eu. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

636260593277069

Contact

Austin Awadzi
02037446689
aawadzi@techsolve.eu

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: RingCentral Contact Centre is a standalone solution. However with many out of the box integrations and open APIs, RingCentral Contact Centre can be integrated with RingCentral Office or other telephony systems as well as with most businesses applications companies use on a daily basis such as SalesForce and others.
• Cloud deployment model: Public cloud
• Service constraints: RingCentral Contact Centre is a pure cloud solution and as such does not require any specific hardware.
• System requirements:
  • Internet access
  • Windows XP,Windows 7, Windows 10
  • Microsoft .NET Framework 4.0
  • Full. 2Ghz processor, 1GB RAM
  • Minimum 120 MB disk space

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: A dedicated customer success team ensures customers are; using the new cloud CC to its full capability. RingCentral; customer support operates 24 hours a day, 365 days a year,; including all bank holidays, for all RingCentral Contact Centre; customers. Customers can raise issues via phone, email, web; chat, or the RingCentral ticket portal as well as offering a; detailed knowledge base for user self-service. All phone calls are answered on average within 5 minutes; Priority 3 web cases within 8 hours and Priority 4 web cases with 24 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: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: RingCentral offers 24x7x365 web chat support easily accessible from the support section of the RingCentral website.
• Web chat accessibility testing: None
• Onsite support: Yes, at extra cost
• Support levels: RingCentral packages include 24x7x365 support via phone, email and web chat. The solution is fully cloud based and includes comprehensive remote support. If onsite support is ever required, the Professional Services team is on hand to determine the best solution.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Both onsite and online training is provided based on customers requirements and needs. A wide range of user documentation as well as an online user community is also available.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats:
  • Video
  • Online User Community
• End-of-contract data extraction: When the contract end, users will be able to extract their data. All customer data is destroyed upon account termination and all internal confidential material is shredded or put in locked shredding boxes when they are no longer needed or if the applicable defined retention period has expired.
• End-of-contract process: The contract includes a licence fee per user per month as well as Professional Services cost (one off payment). Based on customer's requirements and needs there might be additional hardware costs for headsets if required by the customer.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: RingCentral Contact Centre is a cloud based solution and is available anytime, anywhere. Agents are able to make and receive calls on their mobiles and supervisors can use an iPad to monitor the contact centre activities in real-time. ; A consistent experience is provided across devices, delivering a similar look and feel, navigation and functionality. With RingCentral, agents do not need to learn and relearn how to use the solution on different devices.
• Service interface: Yes
• Description of service interface: Users with Admin credentials are able to access additional functionality to configure the service based on their organisational requirements.
• Accessibility standards: None or don’t know
• Description of accessibility: The service is highly intuitive and accessible for most users.
• Accessibility testing: None
• API: Yes
• What users can and can't do using the API: APIs for different functions of RingCentral are available for free by signing up for Developer Account. These include APIs for: Voice, SMS/MMS, Glip Team Messaging, Meetings, Fax, Data, and General Configuration.; Documentation is available on how to use each API:; - https://developers.ringcentral.com/api-products/voice; - https://developers.ringcentral.com/api-products/sms; - https://developers.ringcentral.com/api-products/team-messaging; - https://developers.ringcentral.com/api-products/meetings; - https://developers.ringcentral.com/api-products/fax; - https://developers.ringcentral.com/api-products/data; - https://developers.ringcentral.com/api-products/configuration
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Users can fully customise their solution to meet their business processes, needs and goals.

Scaling

• Independence of resources: The Contact Centre platform has been designed from the ground up with high availability and geo-redundancy in mind. As a cloud solution RingCentral is highly scalable and provides service availability of 99.99%.

Analytics

• Service usage metrics: Yes
• Metrics types: RingCentral Contact Centre provides a full range of metrics including real-time wallboards, pre-built reporting, custom reporting and also allows you to export data into external systems such as a BI tool in order to gain additional insights and fully align your contact centre solution with organisational goals. The analytics suite gives full visibility into the contact centre and allows a high level of granularity.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: RingCentral

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: Up to Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
• 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: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • 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
  • 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

Data importing and exporting

• Data export approach: RingCentral Contact Centre users will be able to easily export their data from the online portal.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: The Contact Centre platform has been designed from the ground up with high availability and geo-redundancy in mind and provides 99.99% service uptime. RingCentral will share on financial compensation adjustments associated with underperformance upon request. All data is stored and processed in world-class datacentres highly secure running in an active-active configuration to provide business continuity in any situation.
• Approach to resilience: The Contact Centre platform's architecture has multiple levels of inter & intra redundancy built into it. It’s designed to run in an active/active mode and seamlessly switches to the available data centre in the event of any failure. Service failover is tested regularly during system maintenance windows.
• Outage reporting: RingCentral's network operations center (NOC) operates 24/7/365 to ensure optimal system configuration and service availability. The engineers continuously monitor countless systems, metrics, and alarms.; ; There are 5 internal alarm levels to ensure reliable operations (presented here from lowest to highest importance):; -Informational (take note, no direct action results); -Warning (watch and take action as needed); -Critical (immediately fix and/or escalate); -Service Outage (immediately fix and escalate); -Disaster (immediately fix and escalate through a live conference call regardless of day or time).; ; RingCentral customers are immediately notified of issues and outages affecting their service. Customers are also notified when the issue is resolved, what the issue was, and how it was resolved.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: RingCentral has complex password requirement to restrict access to its service. Upon entering wrong details, user's account will be locked.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

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: Between 6 months and 12 months
• Access to supplier activity audit information: You control when users can access audit information
• How long supplier audit data is stored for: Between 6 months and 12 months
• How long system logs are stored for: Between 6 months and 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Information on request
• ISO/IEC 27001 accreditation date: Information on request
• What the ISO/IEC 27001 doesn’t cover: Information on request
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: Information upon request
• CSA STAR certification level: Level 3: CSA STAR Certification
• What the CSA STAR doesn’t cover: Information upon request
• PCI certification: Yes
• Who accredited the PCI DSS certification: Information upon request
• PCI DSS accreditation date: Information upon request
• What the PCI DSS doesn’t cover: Information upon request
• Other security certifications: Yes
• Any other security certifications:
  • HIPAA
  • Privacy Shield
  • Safe Harbour
  • CNI Compliant
  • GDPR
  • SOC 2
  • SOC 3

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: CSA CCM version 3.0
• Information security policies and processes: RingCentral is currently the only cloud contact centre solution with a Trust Office because it is committed to data security. The in-house experts make sure your important data is safe, and your contact centre system is reliable and runs at top speed. A commitment is made to maintain compliance standards in both customer privacy and where customer records and financial information are stored. It is understood that the necessary security controls should flow through the entire system and every effort is made to do so. In addition to standard compliance policies put in place by the following designations, RingCentral participates in internal process reviews periodically throughout the year.; - PCI; - 404 SOX certification; - Safe Harbor; -HIPAA; -SOC2

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: The RingCentral network and application perimeter is protected with firewalls and session border controllers. Administrative access requires authenticating through a production VPN gateway, then authenticating to local infrastructure systems. Technology layers include intrusion detection systems, system logs, and fraud analytics. Operational processes include system and service-level monitoring, system hardening, change management, and regular vulnerability scans.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: RingCentral uses Intrusion Detection Systems (IDS) to monitor network activity for suspicious traffic and attacks.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: RingCentral has a Network Operations Centre which monitors incidents 24x7. The security director is notified of the incident immediately. The required teams follow the approved information security incident response guide.
• 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: RingCentral has Network Operations Centre which monitors incidents 24x7. The security director is notified of the incident immediately. The required teams follow the approved information security incident response guide.

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Price: £49.99 to £149.99 a person a month
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at aawadzi@techsolve.eu. Tell them what format you need. It will help if you say what assistive technology you use.