GCI Network Solutions Ltd

GCI — Cloud Contact Centre

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.

Features

  • 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.

Benefits

  • 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

Pricing

£50 per person per month

Service documents

G-Cloud 10

745793183313920

GCI Network Solutions Ltd

Jane Hamilton

0844 443 4433

tenders@gcicom.net

Service scope

Service scope
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:
Workforce Management,
PCI DSS Payment processes.
Cloud deployment model Private cloud
Service constraints None
System requirements Microsoft Licensing if Skype for Business as PBX is required

User support

User support
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 Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support Onsite support
Support levels TBC
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started 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.
Service documentation Yes
Documentation formats PDF
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

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Firefox
  • Chrome
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
API Yes
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 Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment Yes
Customisation available 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.

Scaling

Scaling
Independence of resources We deploy individual customer instances.

Analytics

Analytics
Service usage metrics Yes
Metrics types 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.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold Enghouse Interactive

Staff security

Staff security
Staff security clearance Other security clearance
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
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 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-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 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.
SLA 99.99%
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.
Outage reporting Email Alerts
Monitoring Alerts

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels User name and password
Access restriction testing frequency Never
Management access authentication
  • 2-factor authentication
  • Username or password

Audit information for users

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

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
PCI certification Yes
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

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 have all policy relevant to iso 27001

Operational security

Operational security
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

Secure development

Secure development
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

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £50 per person per month
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions
Service documents
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