UCcert Limited

AI call management

Uccert provides the quick, simple low cost solution for introducing artificial intelligence into customer call plans to reduce over utilisation of staff on low value repeated calls that can be delivered successfully automatically.

Features

  • PSTN calls
  • SIP calls
  • Inbound and outbound call management
  • DDI Number provisioning
  • Call Management
  • Call reporting
  • VOIP
  • Telephone number porting
  • Call centre
  • Unified communication

Benefits

  • new services
  • reduced cost
  • qualified experienced staff
  • onsite planning
  • onmni channel
  • social media integration
  • remote support

Pricing

£0.01 to £500 per unit

  • Education pricing available
  • Free trial available

Service documents

G-Cloud 11

653927486828814

UCcert Limited

Darren O'Connor

01249476678

doconnor@uccert.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints Uccert will agree service levels and support requirements with customers during the onboarding process. Any planned maintenance will be agreed with customers before implementation.
System requirements
  • Windows based device endpoints
  • Telephone endpoints

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Uccert provide an immediate automated response with tracking information.
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 Onsite support
Support levels Uccert provide a ongoing support service for 1st, 2nd, 3rd line support backed by SLAs as required by the customer. Service levels are defined: All email ticket response for any issues sent in via email or web portal Severity 1 means an existing Network or Environment is down or there is a critical impact to End User’s business operation. End User and Uccert both will commit full-time resources to resolve the situation. Severity 2 means operation of an existing Network or Environment is severely degraded or significant aspects of End User’s business operation are negatively impacted by unacceptable Network or Environment performance. End User and Uccert both will commit full-time resources during Standard Business Hours to resolve the situation. Severity 3 means operational performance of the Network or Environment is impaired, although most business operations remain functional. End User and Uccert both are willing to commit resources during Standard Business Hours to restore service to satisfactory levels. Severity 4 means information is required on service product capabilities, deployment, or configuration. There is little or no impact to End User’s business operation. Uccert are willing to provide resources during Standard Business Hours to provide information.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Uccert will undertake a scoping exercise with customers and agree a implementation plan including both admin training and user training and documentation with support.
Service documentation Yes
Documentation formats
  • ODF
  • PDF
  • Other
Other documentation formats Word
End-of-contract data extraction Uccert will help customers extract data in a csv format when the contract ends. Customers have access to extract data at any point during the contract period.
End-of-contract process Uccert will support the customer in transitioning to a new supplier of service.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Firefox
  • Chrome
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Uccert will provide a mobile client for use on smartphones, this device requires a data connection to work. The main difference is the size of screen but the call functionality is replicated between devices.
API No
Customisation available Yes
Description of customisation Uccert will work with customers to implement any user customisation and call plans required to deliver business benefit.

Scaling

Scaling
Independence of resources Services are auto-scaled to meet customer need with additional resources made available automatically.

Analytics

Analytics
Service usage metrics Yes
Metrics types Uccert can provide data insight and reporting functionality including service usage.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Baseline Personnel Security Standard (BPSS)

Asset protection

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 Yes
Datacentre security standards Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency Never
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
Data sanitisation process Yes
Data sanitisation type 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 importing and exporting
Data export approach Customers can report on and export their data through the reports management tool.
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats PDF
Data import formats
  • CSV
  • ODF

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Bonded fibre optic connections
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability Uccert agree service levels with customers during the onboarding process and service levels are 99.95 with service credits automatically awarded for none compliance.
Approach to resilience Available on request
Outage reporting Uccert would notify customers of any service outage via either a email alert or call.

Identity and authentication

Identity and authentication
User authentication needed No
Access restrictions in management interfaces and support channels Customers will define how user types are allowed to consume services , management functions are provided to named trained users only and support channels can be used as agreed.
Access restriction testing frequency At least once a year
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

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 No
Other security certifications Yes
Any other security certifications
  • Cyber Essentials
  • CIMSP

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 Cyber Esentials
Information security policies and processes Information Security Policy, reporting of information security incidents is made to the Senior Information Responsible Officer. Compliance checks on process and procedure are undertaken annually.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Uccert register all components and ongoing support and maintenance ensures the continuous tracking and monitoring for both product quality of service, security levels and end of life support.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Uccert services are patched and updated automatically. Potential threat information comes from industry suppliers, CISP and NCSC.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Uccert respond to all incidents immediately and for any potential compromise we would instigate a severity level 1 response. Information on potential compromises would come from industry suppliers.
Incident management type Supplier-defined controls
Incident management approach Uccert provide a predefined support service for 1st, 2nd, 3rd line support incidents allowing users to report by phone, email or web portal.
Incident reports are provided to customers via email or through the incident management process.

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 £0.01 to £500 per unit
Discount for educational organisations Yes
Free trial available Yes
Description of free trial The software use including management reporting is provided free. The Project setup is not included. The trail period is normally 28 days.

Service documents

odt document: Pricing document odt document: Terms and conditions
Service documents
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