CCC, Omni-channel contact centre, delivering to organisation optimized interaction channels, Voice, Email, Webchat, Call Recording and Backoffice connectivity, driving agent and customer experience. Easy to use administration and unprecedented level of reliability delivered to organisation that recognizes that a managed cloud-based contact centre as the ideal opportunity to save cost.
- Inbound multi-channel communication, including voice, voicemail, email, and chat
- Outbound dialling and communication
- Sophisticated ACD Routing and Queuing
- IVR and Voice Self-Service
- Intuitive web-based Agent Interface
- Contact History, Real-time and Historical Reporting
- Recording and Quality Monitoring
- Web-based Administration Tools
- Social media integration
- Integration Capabilities for CRM and other Backoffice applications.
- Flexible and scalable—pay for just the service you need.
- Access from anywhere
- Mobile productivity
- Collaboration and increased productivity
- Robust security and reliability
- Reduce internal IT costs
- Full PSTN replacement
- PBX Agnostic - Supports Sip based PBX systems
£50 per person per month
- Pricing document
- Skills Framework for the Information Age rate card
- Service definition document
- Terms and conditions
GCI Network Solutions Ltd
0844 443 4433
|Software add-on or extension||Yes, but can also be used as a standalone service|
|What software services is the service an extension to||
Integration with the following applications:
PCI DSS Payment processes.
|Cloud deployment model||Private cloud|
|System requirements||Microsoft Licensing if Skype for Business as PBX is required|
|Email or online ticketing support||Email or online ticketing|
|Support response times||30 Mins Response Time|
|User can manage status and priority of support tickets||No|
|Phone support availability||24 hours, 7 days a week|
|Web chat support||No|
|Onsite support||Onsite support|
|Support available to third parties||No|
Onboarding and offboarding
We offer introduction and onboarding documentation. Training in the form of classroom or online consumption is available.
How do you help users start using your service?
• Workshops. Customer design and technical workshops can be run to ensure that a full list of requirements can be obtained and taken into consideration.
• Design. High and low-level designs are formulated by the requirements with a particular emphasis on understanding the focus of the business.
• User roll out. Floorwalkers and technical professional services ensure that clients are rolled out in an efficient and timely manner.
• Training. Individually designed training packages emphasise the uses of Cloud Contact Centre for an organisations employees depending on their roles within the business.
|End-of-contract data extraction||We offer data in several formats..|
|End-of-contract process||Should an organisation ever decide to cancel their Cloud Contact Centre service, GCI will make reasonable efforts to ensure that any data and technology switch overruns smoothly .|
Using the service
|Web browser interface||Yes|
|Application to install||No|
|Designed for use on mobile devices||No|
|Accessibility standards||WCAG 2.0 A|
|Accessibility testing||Use of prerecorded messages, in IVR and Agent interface including auto answer capabilities|
|What users can and can't do using the API||We provide API's for integration of third party client CRM and other back office solutions.|
|API documentation formats||
|API sandbox or test environment||Yes|
|Description of customisation||We offer various levels of customization to the agent interface. This can be done by us or customers with the appropriate level of training.|
|Independence of resources||We deploy individual customer instances.|
|Service usage metrics||Yes|
The Cloud Contact Centre as it's own monitoring and reporting tool which delivers a 360 degree view of platforms usage from Agent, Queues, Call Traffic, IVR. These metrics can be displayed as dash and or wall boards, to assist in the real time monitoring of performance within the Contact Centre which enables more effective use of resources.
In addition historic reports allows users to build a detailed vision of the performance of the Contact Centre over longer periods of time.
|Supplier type||Reseller providing extra features and support|
|Organisation whose services are being resold||Enghouse Interactive|
|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||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 every 6 months|
|Penetration testing approach||‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider|
|Protecting data at rest||Physical access control, complying with SSAE-16 / ISAE 3402|
|Data sanitisation process||No|
|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||The data is stored in a SQL data base which fully supports all SQL import and export capabilities, including ODBC, CVS and others.|
|Data export formats||CSV|
|Data import formats||CSV|
|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
GCI CCC is provided as a dual site N+1 highly available configuration with a second instance in a geo diverse datacentre to enable failover in the event of total failure in the primary site. This provides enhanced resiliency and availability to the customer.
This ensures that business have the highest level of continuity available for their service.
|Approach to resilience||
Cloud Contact Centre is enabled in a resilient manner by deploying multiple Virtual Machines (VMs) in a ‘highly available’ cluster, this provides Contact Centre functionality migration should an individual VM's experience a failure and also ensure call data records (CDRs) will continue to be produced ensuring no loss of data. Additionally, the Cloud Contact Centre VMs are deployed across two geographically dispersed datacentres providing site resilience.
Multiple diverse SIP trunks are in place between Skype for Business mediation servers, PSTN interconnects and the SBCs allowing SIP trunk failure with negligible impact to service availability. In the event of an site failing, any Contact Centre traffic will be redirected to the second data centre.
Identity and authentication
|User authentication needed||Yes|
|Access restrictions in management interfaces and support channels||User name and password|
|Access restriction testing frequency||Never|
|Management access authentication||
Audit information for users
|Access to user activity audit information||Users contact the support team to get audit information|
|How long user audit data is stored for||User-defined|
|Access to supplier activity audit information||Users contact the support team to get 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||LQRA|
|ISO/IEC 27001 accreditation date||24/11/2017|
|What the ISO/IEC 27001 doesn’t cover||None listed|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Who accredited the PCI DSS certification||Nettitude|
|PCI DSS accreditation date||14/05/18|
|What the PCI DSS doesn’t cover||Only includes our PCI live agent and IVR solutions|
|Other security certifications||No|
|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 have all policy relevant to iso 27001|
|Configuration and change management standard||Supplier-defined controls|
|Configuration and change management approach||
The Client is typically responsible for self- provisioning of all contact center resources. This is accomplished through the use of CCC Administrator, which ensures that clients can only view and modify their contact center. This includes administration of contact center administrators, users, teams, groups, permissions, skills, queues, scripts, wrap-up and release codes, and accounts for the contact center.
All of the changes are monitored and recorded in a change management log which is available to all clients, allowing for role back if errors arise from defined changes made.
|Vulnerability management type||Supplier-defined controls|
|Vulnerability management approach||Monthly vulnerability scan with remediation in line with accepted best practice|
|Protective monitoring type||Supplier-defined controls|
|Protective monitoring approach||GCI monitor availability of systems and services including up-time via a dedicated NOC team and associated tools. Response times are subject to published SLAs.|
|Incident management type||Supplier-defined controls|
|Incident management approach||GCI follows recommended ISO27001 policies for incident management|
|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|
|Price||£50 per person per month|
|Discount for educational organisations||No|
|Free trial available||No|