Ideal provide communications, collaboration and customer experience management platforms including:
• contact centre service: interactive voice response (IVR); automatic call distribution (ACD); skills-based queuing and routing of calls, emails, web chats, text
• text/video chat, groups, screen sharing, content management.
• phone, voicemail, and conferencing.
- Supervisor Function
- Multichannel routing & Speech-enabled IVR
- Web chat
- Reporting & Analytics
- Workforce Optimisation
- Outbound Campaigns
- Social Channel Management
- Call flow and Agent Scripting
- SIP and PSTN services
- Back office call routing
- Provide anywhere access for users
- Provide remote site survivability
- Allows complete customer engagement (feature rich solution)
- Ability to port existing numbers
- Fast deployment
- Unparallelled reliability and disaster recovery
£30.00 per user per month
Ideal Networks Ltd
|Software add-on or extension||No|
|Cloud deployment model||Hybrid cloud|
|Service constraints||PSTN connectivity is via SIP (through either cloud based, or on customer premise, provided by customer or Ideal)|
|Email or online ticketing support||Email or online ticketing|
|Support response times||
Target incident response time is shown below, based on incident severity. The target response times are consistent across weekends (24/7)
P1 15 minutes
P2 30 minutes
P3 1 hour
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||None or don’t know|
|Phone support availability||24 hours, 7 days a week|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
The service has the following support levels:
Ideal Service Desk: 24x7x365
Enhanced Voice Support 8:00am to 5:00pm
Web portal support 8:00am to 5:00pm
Voice support for Severity 1: 24x7x365
A technical account manager and cloud support engineer are provided with the service.
|Support available to third parties||Yes|
Onboarding and offboarding
Ideal provide a range of onboarding options for customers. We work with key user groups to design call flows and agree functionality is included. We validate all builds and include customer sign off.
We can offer a range of customer training options, including train the trainer, end use/key user training, administrator training, contact centre user and manager/supervisor training.
|Other documentation formats||Microsoft Word|
|End-of-contract data extraction||We can supply access to any customer data for the customer to extract on exit.|
|End-of-contract process||Upon customer request, data will be deleted within 30 days of contract termination.|
Using the service
|Web browser interface||Yes|
|Application to install||Yes|
|Compatible operating systems||
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||Back office telephony and IM are designed for use on mobile devices, Contact Centre Services are not.|
|Accessibility standards||None or don’t know|
|Description of accessibility||
Our web pages are designed to ensure we:
- Give users enough time to read and use content.
- Do not use content that causes seizures.
- Help users navigate and find content.
- Make text readable and understandable.
- Make content appear and operate in predictable ways.
- Help users avoid and correct mistakes.
|Accessibility testing||User testing has consisted of logging and running full end to end tests of available services.|
|Description of customisation||Call flows and scripts can be created to customers' specific requirements|
|Independence of resources||Resilience is built into every layer of the solution. Where there are shared resources (e.g. network switches) these are logically provisioned to ensure availability of resources. All key metrics are monitored with capacity thresholds in place.|
|Service usage metrics||Yes|
A full reporting option is available to the customer showing all key contact centre metrics in real time and historical format.
All call logging activity is also available in detailed Call Detail records for export to customer systems as required.
|Supplier type||Reseller providing extra features and support|
|Organisation whose services are being resold||Cisco/microsoft|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Baseline Personnel Security Standard (BPSS)|
|Knowledge of data storage and processing locations||Yes|
|Data storage and processing 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||At least once a year|
|Penetration testing approach||Another external penetration testing organisation|
|Protecting data at rest||
|Other data at rest protection approach||We encrypt call recordings by default.|
|Data sanitisation process||No|
|Equipment disposal approach||A third-party destruction service|
Data importing and exporting
|Data export approach||The Customer also has the ability to acquire all the data they need to keep within 90 days of terminating their contract.|
|Data export formats||Other|
|Data import formats||Other|
|Data protection between buyer and supplier networks||
|Data protection within supplier network||
Availability and resilience
The Service has a target availability of 99.99%.
Support service is available 24 hours a day, 7 days a week, and use commercially reasonable best efforts to provide 100% uptime, except for: (i) occasional planned downtime at non-peak hours (for which we will provide advance notice); or (ii) any unavailability caused by circumstances beyond our reasonable control, including failure or delay of your Internet connection, misconfiguration by you or any third party acting on your behalf, issues on your network, or telecommunications services contracted directly by the customer.
|Approach to resilience||Available on request|
|Outage reporting||We report outages via our secure portal, email and we contact clients via telephone during any significant service disruption|
Identity and authentication
|User authentication needed||Yes|
|Access restrictions in management interfaces and support channels||
Access controls based on the concept of least privilege to ensure only authorised users have access to Customer Data. User access is logged for audit purposes.
Individual user accounts are used to access the environment.
User accounts are requested and authorised by our Service Centre.
User accounts follow the concept of least privilege.
Session time-outs are systematically enforced.
User accounts are promptly disabled upon employee termination or role transfer.
|Access restriction testing frequency||At least once a year|
|Management access authentication||
Audit information for users
|Access to user activity audit information||Users receive audit information on a regular basis|
|How long user audit data is stored for||Between 1 month and 6 months|
|Access to supplier activity audit information||Users receive audit information on a regular basis|
|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
|ISO/IEC 27001 certification||No|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||No|
|Named board-level person responsible for service security||Yes|
|Security governance certified||No|
|Security governance approach||Provider defined controls.|
|Information security policies and processes||
Ideal have implemented and will maintain an information security program that follows generally accepted system security principles embodied in the ISO 27001 standard designed to protect the Customer Data as appropriate to the nature and scope of the Services provided. Interactive’s Security & Compliance Team maintaining the information security program includes experienced professionals holding a wide range of certifications in both security and privacy. The information security program includes at least the following elements:
Security Awareness and Training
Policies and Procedures
Data Storage and Backup
Vulnerability Scanning and Penetration Testing
Anti-Virus and Anti-Malware Protection
|Configuration and change management standard||Supplier-defined controls|
|Configuration and change management approach||We utilise a change management process based on industry standards to ensure that all changes to the production environment are appropriately reviewed, tested, and approved.|
|Vulnerability management type||Supplier-defined controls|
|Vulnerability management approach||
We conduct internal vulnerability scanning on a regular basis with automated scans and notifications. The scan results are analyzed to confirm identified vulnerabilities, and remediation is scheduled within a timeframe commensurate with the relative risk.
On at least an annual basis, we conduct a vulnerability assessment and penetration testing engagement with an independent qualified vendor. Issues identified during the engagement are appropriately addressed within a reasonable time frame commensurate with the identified risk level of the issue. A cleansed version of the executive summary test results shall be made available to you upon written request.
|Protective monitoring type||Supplier-defined controls|
|Protective monitoring approach||
We maintain a Security Incident response program based on industry standards designed to identify and respond to suspected and actual Security Incidents involving Customer Data.
In the event of a confirmed Security Incident we will notify you within seventy-two (72) hours unless we are specifically requested by law enforcement or a court order not to do so.
We will provide the following details: (i) date of the Security Incident ; (ii) the nature and impact of the Security Incident; (iii) actions already taken ; (iv) corrective measures to be taken; and (v) evaluation of alternatives and next steps.
|Incident management type||Supplier-defined controls|
|Incident management approach||
Ideal have a pre-defined support process with published contact methods, target response and resolution times.
Ongoing status of incidents is provided via a portal or telephone for priority 1 incidents.
|Approach to secure software development best practice||Supplier-defined process|
Public sector networks
|Connection to public sector networks||No|
|Price||£30.00 per user per month|
|Discount for educational organisations||No|
|Free trial available||No|