CONNECT MANAGED SERVICES (UK) LIMITED

Amazon Connect Cloud Voice Omni Channel Cloud Solution

Amazon Connect by Conn3ct delivers robust contact centre voice capabilities, call back, ACD, IVR, AI, call recording and reporting

Features

  • Complete omnichannel contact centre, phone, recording, UC telecommunication, encryption
  • Skillsbased routing omnichannel interactions Selfservice Speech Recognition Outbound capabilities
  • Quality, Workforce engagement management (WEM, WFM), Workforce optimisation (WFO)
  • Digital customer journeys, AI, Speech Analytics, Robotic Processes
  • Campaign Management, Multiple Outbound dialling modes, real-time and historic analytics
  • Single intuitive interface for internal and external omni-channel communication
  • Multiple well documented APIs; Amazon, Google, Microsoft, Salesforce etc
  • SIP, MPLS, Porting, PCI DSS Masking from PCI PAL
  • Truly virtual including home working, WebRTC, SIP or softphone
  • Design, configuration, systems integration and support and managed services

Benefits

  • Extensive functionality as standard inc PCI avoidance delivering increased ROI
  • Single intuitive interface delivering more productive communications from effecient agents
  • Single purpose-built platform provides a lower TCO and greater use
  • Extensive realtime, historic & AI driven data delivering ROI
  • Standard and AI automation and channel shift provides greater ROI
  • Workforce Engagement Management provides and efficient organisation, feedback and productivity
  • Open integration for joined up data and processes provides ROI
  • Complete communications portfolio from a single partner provdies effeciency
  • Secure while access enabled from home or on the move
  • End to end services provides greater ROI and lower TCO

Pricing

£500 an instance 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 tim.north@conn3ct.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

7 5 8 9 5 9 8 3 2 6 7 7 1 6 8

Contact

CONNECT MANAGED SERVICES (UK) LIMITED Tim North
Telephone: 07775 625355
Email: tim.north@conn3ct.com

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
Can be utilised to add Voice to and existing Service Cloud deployment or to migrate an existing Amazon Connect solution to Amazon Connect
Cloud deployment model
Public cloud
Service constraints
All platform maintenance is carried out completely transparent to the end users and without system downtime
System requirements
  • Modern web browser (Google Chrome, IE, Firefox or Safari)
  • Windows Processor Intel Pentium iV 1500MHZ or Greater
  • Mac Processor Intel Core i5 1.7GHZ or Greater
  • 1.5GB of Ram or Greater
  • Windows Operating System Windows 7 or Greater
  • Mac version 10.13 High Sierra or Greater

User support

Email or online ticketing support
Email or online ticketing
Support response times
All target initial response times apply to business hours Monday - Friday, 8:30am to 5:30pm UK Business Hours. Priority 1 (critical) and Priority 2 (major) impacting incidents are supported and responded to 24x7x365.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
Support Levels: Support for this solution is response times. P1 and P2 incidents are responded to 24x7x 365 and all other icnidents are responded to within core business hours. P1 - 15 mins response, P2 - 30 mins response, P3 - 4 business hours, P4 - 41 business day. Support includes an Account Manager.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Conn3ct will work with users to understand what ways of working is best for them, but as a preference Conn3ct see that completing on-boarding onsite is a much more efficent way of completing that process. Conn3ct will complete a full onsite discovery to fully understand the business needs and requirements and this will be followed up with showing the user how everything was built and completing train the trainer sessions. All of this will be documented and presented to the user, and also there is a online training portal that user can utilise after installation to either remind themselves of a process or to learn something new about the system.
Service documentation
Yes
Documentation formats
  • PDF
  • Other
Other documentation formats
  • Online Classes
  • Online Webinars
  • Downloadable Videos
End-of-contract data extraction
The customer is responsible for acquiring all the data they need to keep via the Public API prior to terminating their contract. All data in Amazon Connect can be queried via the platform’s Public API (including individual recordings).

Other data of various types, such as recordings, reports etc., can be exported in multiple formats (csv, xlsx, html, pdf, wav).
End-of-contract process
Conn3ct will offboard the client as per the offboarding process passing required access and data owned by the client.

Using the service

Web browser interface
Yes
Supported browsers
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install
No
Designed for use on mobile devices
No
Service interface
Yes
Description of service interface
Conn3ct offers an out-of-the-box standard desktop, which are based on HTML5, and are easy to deploy and maintain. These all browser-based desktops have various configuration behaviours mainly related to interaction handling. These are adapters that are web extensions and/or plugins that allow agents to stay focused within the tools that help them sell to, and service customers. Conn3ct offers out of the box HTML5 based adapters for all major CRM platforms and an HTML5 based Agent Desktop Toolkit adapter that allows customers to utilize their own web based home grown CRM solutions.
Accessibility standards
WCAG 2.1 A
Accessibility testing
Conn3ct has worked with customers who have utilized a software called “JAWS” that allows blind and visually impaired users to read the screen with either a text-to-speech output or by refreshable Braille display. JAWS is produced by the Blind and Low Vision Group of Freedom Scientific.
API
Yes
What users can and can't do using the API
The Amazon Connect solution natively supports an inbound, outbound, and blended contact center with fully integrated IVR, ACD, CTI, real-time monitoring, reporting, and interaction types such as voice, email, chat, social media, SMS and video. Workforce Management and Quality Assurance are provided via partner integrations with industry leaders. Amazon Connect's open web services APIs and configurable connectors enable integration to a large variety of external systems. The Amazon Connect solution is developed as an open platform, providing rich open APIs and SDKs that allow partners and customers to integrate with and extend the solution.
API documentation
Yes
API documentation formats
PDF
API sandbox or test environment
No
Customisation available
Yes
Description of customisation
Conn3ct allows the administrators to fully customize a very large portion of the solution that ranges from:
IVR scripts – what prompts get played, routing options presented to the customer, API usage for “database dip” into other solutions to aid the routing, call-back and voicemails
Agent desktop – Screen Pop information, additional data from 3rd party solutions, Branding, Not Ready Reasons, dispositions
Channel Management – prioritisation of channel, number of interactions, Inbound Numbers, CLI’s on Outbound calls, Email inboxes, SMS Numbers, Webchat prompt widgets
Reporting – customised reporting, templated reporting
Employee management – allocation to queues and campaigns, available skills and their priority.

Scaling

Independence of resources
Amazon Connect runs within AWS cloud environments which have been built to handle hundreds of thousands of customer's businesses. The infrastructure has been carefully designed and managed to ensure that each customer gets the service level and performance required to operate their businesses.

Analytics

Service usage metrics
Yes
Metrics types
Amazon Connect provides an extensive reporting suite around all aspects of the service with prebuilt and customisable dashboards and reporting templates. These include service overview, service activity, case and case history, requests, agant performance, channel activity and more.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Salesforce Amazon Connect

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

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
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
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
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
All data within Amazon Connect can be automatically scheduled for specific dates and time to be exported to a centralised location or email address in a number of formats (xls, csv, psf, hmtl)
Data export formats
  • CSV
  • Other
Other data export formats
  • HTML
  • PDF
  • XLS
Data import formats
CSV

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
Data protection within supplier network
TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability
99.99% Service Availability
Approach to resilience
Amazon Connect runs within AWS cloud environments which have been built to handle hundreds of thousands of customer's businesses. The infrastructure has been carefully designed and managed to ensure that each customer gets the service level and performance required to operate their businesses.
Outage reporting
Data is available online and via APIs as well as included in service reporting managed by the service delivery manager

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
Role based access control and segmented management interfaces.
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 contact the support team to get audit information
How long user audit data is stored for
At least 12 months
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
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
Lloyd's Register
ISO/IEC 27001 accreditation date
3/30/2020
What the ISO/IEC 27001 doesn’t cover
14.2.7 – Outsourced Development
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
Yes
Who accredited the PCI DSS certification
URM
PCI DSS accreditation date
10/30/2019
What the PCI DSS doesn’t cover
The PCI-DSS certification is only applicable to certain customer service offerings
Other security certifications
Yes
Any other security certifications
  • ISO27001
  • ISO9001

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 an information security management system in place which is ISO 27001 certified and is independently audited twice a year by external, UKAS certified assessors, Lloyd's Register. We have an Information Security Policy and other information security policies and procedures that make up our ISMS. We hold monthly Information Security Forum meetings to review our ISMS and approve policies/procedures. This is attended by C-level management. All staff undergo infosec training during induction and we have staff mandatory reads on all the infosec policies which are published on our internal HR system

Operational security

Configuration and change management standard
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach
Conn3ct has rigorous change and release management processes in place to protect the confidentiality, integrity, and availability of our systems and software. All changes to systems and infrastructure must be logged into our change ticketing system, tested as necessary, and approved by our Change Advisory Board prior to implementation. Change requests must include back-out plans as required, and communicated in advance to any customers who may be affected by planned downtime change or maintenance activities. Hot fixes and updates, once applied, are then inherent parts of the product, and documented to be included in the next release upon successful implementation.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Conn3ct engages a PCI Approved Scanning Vendor to perform quarterly external vulnerability scans using QualysGuard and annual penetration testing. In addition, we performs internal vulnerability scans using Rapid7 Nexpose and internal penetration testing. Conn3ct does not provide testing results to prospects.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Conn3ct adopts a proactive approach to the monitoring of application security to ensure that issues or risks are addressed before becoming significant problems and recognizes the importance of risk management.
Incident management type
Supplier-defined controls
Incident management approach
Issues are assessed when the case is created & reviewed for severity, urgency, and impact. Cases are characterized by isolating a problem statement, categorized into the effected components, and then mapped to a workflow. The case follows a predetermined workflow that often provides immediate resolution. Complex cases that require specific skills will engage subject matter experts as needed in order to drive resolution. During the investigative phase, the support team has resources available for immediate escalation from various internal teams. Cases are tracked using entitlements to drive SLA adherence and complete resolution, including root cause analysis as needed.

Secure development

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

Public sector networks

Connection to public sector networks
No

Pricing

Price
£500 an instance a month
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
As part of the AWS Free Tier, you can get started with Amazon Connect for free for twelve months. After you deploy your initial Amazon Connect contact centre you will receive a bundle of free use.
Link to free trial
https://aws.amazon.com/free/?all-free-tier.sort-by=item.additionalFields.SortRank&all-free-tier.sort-order=asc

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 tim.north@conn3ct.com. Tell them what format you need. It will help if you say what assistive technology you use.