Verizon UK Ltd

CLOUD CONTACT CENTRE

Verizon’s flagship Cloud based Contact Centre platform for organisations on a Digital Transformation journey to improve their Customer Care capability. The platform is Omni-Channel ready, supporting all digital media types including SMS, Social, Chat, and eMail management. Also avaialble are Flex/Spark EA options.

Features

  • Omni Channel Contact Centre
  • Cisco HCS Cloud Contact Centre Platform
  • Broadsoft Cloud Contact Centre Platform
  • Agents can be located anywhere
  • KPI alarms , ticker services
  • InContact Cloud Contact Centre Platform
  • Digital Transformation
  • Customer Journey Analytics
  • Personalisation with vXML Voice Portal (IVR)
  • Contact Centre Discovery

Benefits

  • Service management via Advanced reporting tools
  • Quicker ROI
  • Minimal set up costs
  • Dynamically scalable predictable monthly costs
  • PCI – Payment Card Industry Standard
  • Improved Customer Satisfaction - NPS, Customer Effort, CSAT
  • Personalise your Customer interactions

Pricing

£90 to £99 per licence per year

Service documents

G-Cloud 10

655058382677029

Verizon UK Ltd

Leanne Hurrell

01189055000

gcloud@verizon.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints We provide specific hardware for the platform or we can run on customer's cloud
System requirements AV must be deployed if on customer's cloud

User support

User support
Email or online ticketing support Email or online ticketing
Support response times 24*7 365 days a year within 1 hour
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support Yes, at an extra cost
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 Detailed configuration cannot be exchanged by chat
Web chat accessibility testing We have deployed with multiple customers and languages
Onsite support Yes, at extra cost
Support levels We provide consistent support
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We can provide professional services we also provide training and on line guidance and template configurations
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Self extract at the end of license
End-of-contract process We close down the service and allow customers to self extract data

Using the service

Using the service
Web browser interface No
Application to install Yes
Compatible operating systems
  • Android
  • IOS
  • MacOS
  • Windows
Designed for use on mobile devices Yes
Differences between the mobile and desktop service We render to make the experience simpler.
Accessibility standards WCAG 2.0 A
Accessibility testing We have tested with multiple 1000's of user in production and the Verizon 188,000 staff use this service.
API Yes
What users can and can't do using the API The options are not limited. API's can be used but a workshop will be arranged to understand the mechanics of including such a service at the time of engagement.
API documentation No
API sandbox or test environment Yes
Customisation available Yes
Description of customisation The entire service provision of the Contact Centre can be customised to suit the organisation's desired business outcomes.

Scaling

Scaling
Independence of resources Users have dedicated instances sized for their application

Analytics

Analytics
Service usage metrics No

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Security Clearance (SC)

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 Yes
Datacentre security standards Supplier-defined controls
Penetration testing frequency At least once a year
Penetration testing approach Another external penetration testing organisation
Protecting data at rest Encryption of all physical media
Data sanitisation process Yes
Data sanitisation type Explicit overwriting of storage before reallocation
Equipment disposal approach In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach We use professional services at end of contract pls see SFIA rate card
Data export formats
  • CSV
  • ODF
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats Price on request

Data-in-transit protection

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

Availability and resilience
Guaranteed availability We offer platform availability of 99.99%
Approach to resilience We run multiple platforms across multiple EU and USA data centers with multiple NOC & SOC support
Outage reporting Email alerts and portal

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels Bastion and 2 factor authentication
Access restriction testing frequency At least once a year
Management access authentication 2-factor authentication

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 receive audit information on a regular basis
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 Yes
Who accredited the ISO/IEC 27001 Dqs
ISO/IEC 27001 accreditation date 21/9/2010
What the ISO/IEC 27001 doesn’t cover Na
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification Yes
Who accredited the PCI DSS certification TRUSTWAVE
PCI DSS accreditation date 10/10/2015
What the PCI DSS doesn’t cover OSS & BSS systems and data retention. wan andf hosting is covered
Other security certifications Yes
Any other security certifications
  • CYBER ESSENTIALS
  • T-SCHEME
  • FISMA/FICAM/FEDRAMP

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 We operate independent and Verizon audit reporting to the UK board

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach We operate ITIL and 6 sigma principals , we have all assets included in our CMDB and BSS/OSS platforms
Vulnerability management type Supplier-defined controls
Vulnerability management approach Our 7 SOCS and 1000 security staff monitor threats and intelligence data bases including our own proprietary platforms
Protective monitoring type Supplier-defined controls
Protective monitoring approach We operate comprehensive logging and monitoring , we log 5 trillion logs per anum and process using an artificial intelligence cloud based platform
Incident management type Supplier-defined controls
Incident management approach Users can report via phone chat or portal
We report back using these techniques
We have pre-defined processes and escalation techniques

We proactively monitor and alert our platforms

Secure development

Secure development
Approach to secure software development best practice Conforms to a recognised standard, but self-assessed

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £90 to £99 per licence per year
Discount for educational organisations No
Free trial available No

Documents

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