Clarity Information Solutions

Clarity IVR – Secure Payment Telephony

Clarity IVR is a Level 1 PCI-DSS Compliant v3.2 secure telephone payment platform. It is used by public authorities to allow call centre staff to take telephone payments from members of the public without needing to record any cardholder data. This approach improves security and facilitates PCI compliance.

Features

  • Secure telephone payment platform for call centres
  • Customers enter card holder data via telephone keypads
  • DTMF tones are suppressed and cannot be heard by staff
  • Live payment progress view for staff using a web screen
  • Tokenisation (only take card details once)
  • Recurring payments (create recurring Payment Plans)
  • Promise to Pay (take payment information, but defer payment)
  • Real-time reporting
  • Level 1 PCI-DSS Compliant v3.2
  • Integrates with numerous payment platforms and CRM systems

Benefits

  • Improves security by eliminating staff exposure to cardholder data
  • Facilitates PCI compliance for merchants taking telephone payments
  • Payments can be processed at any time, 365 days/year
  • Maintain a continuous conversation with customers when taking card details
  • Staff can support nervous customers throughout the telephone payment process
  • Removes the need to pause call-recordings
  • 100% hosted solution, meaning no on-site installation
  • Concurrent licence model supports cost-effective multiple agent logins
  • Integration with major payment service providers and CRM systems
  • Competitive call and transaction rates

Pricing

£1,200 a licence a month

Service documents

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 bill.duke@clarity-ltd.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

7 4 0 9 5 7 0 7 5 3 4 1 4 8 6

Contact

Clarity Information Solutions Bill Duke
Telephone: 07800810460
Email: bill.duke@clarity-ltd.co.uk

Service scope

Software add-on or extension
No
Cloud deployment model
Private cloud
Service constraints
Not applicable.
System requirements
  • Port 3000 to be open to Clarity IVR IP addresses.
  • Client telephone system able to warm transfer to external numbers.
  • Each agent must have a ddi or extension number.

User support

Email or online ticketing support
Email or online ticketing
Support response times
An initial response is provided within 15 minutes.

The standard service is available between 08:00 hours and 17:30 hours on Monday to Friday excluding UK public and bank holidays.

24/7 response coverage is also available for an additional fee.

Critical Faults - Technical response within 30 minutes, provide analysis and guidance within 3 hours, provide resolution within 6 hours.

Major Faults - Technical response within 1 hour, provide analysis and guidance within 1 day, provide resolution within 2 days.

Material Faults - Technical response within 3 hours, provide analysis and guidance within 1 day, provide resolution within 5 days.
User can manage status and priority of support tickets
No
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Yes, at an extra cost
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
Clarity uses a third party web chat service provider that has completed
appropriate web chat testing. We have however not been directly involved in this testing.
Onsite support
Yes, at extra cost
Support levels
Clarity provides a fully managed solution support service, which is underpinned by a Service Level Agreement. The service includes unlimited access to a Help Desk, with guaranteed response and resolution timescales for all support requests.

All costs are included within the monthly subscription and no additional usage or service level fees apply.

Customers are provided with direct access to suitably qualified and experienced technical support personnel through the Help Desk. An Account Manager is also assigned to each customer and given overall responsibility for ensuring services are delivered in accordance with contractual obligations and customer expectations.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Clarity provides onsite user acceptance testing and training services before go-live. User documentation is provided as part of that service.
We also provide an onsite transition support service, where a system specialist works with new users in their offices during the first few days of system adoption. This approach is used to facilitate a seamless transition to effective use of Clarity IVR with minimal business disruption.
Service documentation
Yes
Documentation formats
  • HTML
  • ODF
  • PDF
End-of-contract data extraction
Clarity shall provide an extract of all pertinent data in a format agreed with the client.
All data is collected solely for the purpose of processing payments and communicating the outcome of the payment transaction.
Data is retained for a fixed retention period or duration of the contract as instructed by our Client, the Data Controller.
End-of-contract process
The solution is taken off-line at an agreed time on the contract end date. Clarity provides a full export of all client-requested data in an agreed common use format, such as csv or xlsx, within 10 business days after the contract end date.
Clarity destroys all client data 1 month after contract expiry or at an earlier date, if preferred by the customer.
The customer is notified and confirmation is sought prior to destruction of data.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
As a secure telephony solution, there is no need to use a desktop service and clients can use mobile devices just as easily as they can use traditional phones.
Service interface
No
API
Yes
What users can and can't do using the API
Clarity IVR works with many different APIs and integrates with hundreds of different platforms (the solution can be configured standalone, or can integrate via a SFTP or API integration).
Through a direct API Integration into a client’s internal platform, the Clarity IVR platform can correspond through a SOAP/Web Service and check information as it is entered into by the customer/agent. By doing this, confirming reference numbers, identifiers, amounts and posting information back into a CRM is performed in real-time and speeds up any reconciliation. It also eliminates the need to up/download files each day, since a client’s platform/database is updated after every payment.
API documentation
Yes
API documentation formats
PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Users can select from an extensive range of functional configuration options in order to adapt the solution to support preferred working practices.
Business users are invited to participate in requirements clarification workshops, which are used to identify customisation preferences that are configured by Clarity prior to initial go-live.
Customisation options include:
- Integration with a variety of different online payment gateways.
- Integration with a variety of different CRM systems.
- Tokenisation: The ability to tokenise a customer’s card. Customers can then provide card details once and they are saved against a reference which is unique to each particular customer
- Recurring Payments: The platform can create a Recurring Payment Plan. Payments can then be taken weekly, fortnightly, monthly, etc.
- Promise to Pay: The platform can create a Promise to Pay solution that allows for payment information to be taken on the date of contact and the payment will hold until a date decided with the Agent and Customer.

Scaling

Independence of resources
Multiple servers are operated in 2 separate geographically located data centres. Segregated instances are deployed for each client. The service array allows for double maximum capacity and is typically doubling each year. Normal running speed is 20% of capacity and 50% at peak.

Analytics

Service usage metrics
Yes
Metrics types
Metrics including;

Successful payments
Failed payments
MI reports
Call logs broken down per agent
Tokenised cards
Recurring payment plans
Reporting types
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Developed Vetting (DV)

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 once a year
Penetration testing approach
‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
Physical access control, complying with another standard
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 export approach
We provide a management reporting tool that can be used to produce parameter-driven reports encompassing all/any data that is held in the database.

Suitably authorised users can produce these reports and then save them to a convenient common-use format (csv, xlsx or pdf).

Clarity is also happy to provide user-requested data exports free of charge as part of the managed solution support service that we provide.
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats
  • XLSX
  • PDF/A
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats
XLSX

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)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
Our guaranteed availability for Clarity IVR is 99.8% and our goal is 99.9%. Service Credits available for noncompliance with our guaranteed availability.
Approach to resilience
Our secure datacentres are ISO 27001 certified and our approach is governed by our stringent PCI compliance accreditation and ISO practices.
Outage reporting
We have implemented heartbeat and monitoring processes to monitor and manage outages by our staffed Helpdesk.

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
Agents can be set up with different permission levels of User access or Admin access. Users and Admin agents are able to carry out different tasks (e.g. users are able to take payments only and Admin agents are able to manage and create users, manage stored cards and options within the portal).

User identities are validated before action is taken in response to support requests.
Access restriction testing frequency
At least every 6 months
Management access authentication
Username or password

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

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
BSI
ISO/IEC 27001 accreditation date
29/08/2019
What the ISO/IEC 27001 doesn’t cover
Certification is specific to the IVR production environment, connected devices and associated technical personnel, in accordance with the associated Statement of Applicability.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
Yes
Who accredited the PCI DSS certification
Nettitude
PCI DSS accreditation date
6th June, 2019
What the PCI DSS doesn’t cover
The scope is restricted to service providers (IVR systems).
Other security certifications
Yes
Any other security certifications
Cyber Essentials

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
No
Security governance approach
Clarity has gained extensive experience delivering high integrity information management solutions, which are used to store sensitive data, including records classified as SECRET, to numerous high-profile organisations throughout the UK public sector. Consequently, a robust approach to information governance and security management is fundamental to our business and our management structure, staff selection and personal development procedures reflect this core requirement.
In particular, we have established Security Operating Procedures (SYOPS) and most of our staff have undergone MOD, government and police security vetting procedures and have obtained clearance to work on confidential systems.
Information security policies and processes
Clarity has established Security Operating Procedures (SYOPS) that define acceptable forms of use that apply to Clarity personnel whenever they access live customer environments.

SYOPS apply to all personnel who access live environments. While these procedures clearly apply to staff that provide routine support and maintenance services, they are equally applicable to any individuals who are required to access live environments for any reason.

The Operations Director is responsible for authorising individuals before they can access a live environment and for defining the permissible form/s of access and the purpose. The Operations Director maintains a register that identifies all such authorisations.

We utilise a systematic, risk-based approach to information security management, based on ISO 27001 requirements and guidelines. We identify system usage profiles and associated threats, vulnerabilities and risks. We also conduct impact assessments and assign security classifications in order to identify impact levels and risk tolerance, which influences the controls used to manage risks. Independent penetration testing is also used to increase information assurance.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Software configuration management procedures are used to identify and control the use of software items, thus enabling traceability and replication. Configuration management is used to ensure all software components can be combined in a consistent and repeatable manner. Our configuration management procedures include methods for:
- Unique identification and version control for all products and components.
- Receiving and acting on observations and for recording and controlling changes arising.
- Defining the means by which a product may be built or re-built.
- Controlling replication and distribution of products.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
We utilise a systematic, risk-based approach to information security management, based on ISO 27001 requirements and guidelines.
We identify system usage profiles and associated threats, vulnerabilities and risks. We also conduct impact assessments and assign security classifications in order to identify impact levels and risk tolerance, which influences the controls used to manage risks. Independent penetration testing is also used to increase information assurance.

Patch deployment speed depends on perceived threat levels, but we can deploy critical patches within 2 days.

Clarity subscribes to feeds from recognised security experts and government bodies, including Qualys and the National Cyber Security Centre.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
All users must be authenticated in order to access system functionality. This cannot be bypassed and any malicious attempts to access Clarity IVR are recorded in system audit logs.

Should a security breach occur, Clarity shall follow ICO guidelines in order to:
Identify how the breach occurred
Take immediate steps to stop or minimise further data loss, destruction or unauthorised disclosure
Assess and record the risk
Notify affected individuals and any relevant regulator (ICO)
Establish what security measures were in place when the breach occurred
Assess whether technical or organisational measures could be implemented to prevent the breach happening again.
Incident management type
Supplier-defined controls
Incident management approach
Our Service Level Agreement defines an incident management process, which is enacted any time a Support Request is classified as an incident.
Users can report incidents by either phoning the Clarity Help Desk, emailing the Help Desk or raising a request through an online Support Portal.
Customers are initially advised on the progression and resolution of incidents through phone calls and emails. Customer agreement that an incident has been resolved is always documented (typically by email). Incidents are reported formally through monthly management reports, which identify the cause, the effect and actions taken to resolve the incident and prevent recurrence.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Pricing

Price
£1,200 a licence a month
Discount for educational organisations
No
Free trial available
No

Service documents

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 bill.duke@clarity-ltd.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.