UCcert Limited

Web Chat

Uccert provides the quick, simple low cost solution for web chat, allowing customers to interact across omni channel communications in a consistent and managed way. Allowing staff to respond to your customers needs or requests.

Features

  • PSTN calls
  • SIP calls
  • Inbound and outbound call management
  • DDI Number provisioning
  • Call Management
  • Call reporting
  • Agent utilisation
  • Telephone number porting
  • Call centre
  • Unified communication

Benefits

  • new services
  • reduced cost
  • qualified experienced staff
  • onsite planning
  • onmni channel
  • social media integration
  • remote support
  • increased customer service

Pricing

£0.02 to £500 per unit

  • Education pricing available
  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

8 1 9 1 3 8 2 9 0 3 3 0 4 0 5

Contact

UCcert Limited

Darren O'Connor

01249476678

doconnor@uccert.co.uk

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
Uccert will agree service levels and support requirements with customers during the onboarding process. Any planned maintenance will be agreed with customers before implementation.
System requirements
  • Windows based device endpoints
  • Telephone endpoints

User support

Email or online ticketing support
Email or online ticketing
Support response times
Uccert provide an immediate automated response with tracking information.
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
Onsite support
Support levels
Uccert provide a ongoing support service for 1st, 2nd, 3rd line support backed by SLAs as required by the customer. Service levels are defined: All email ticket response for any issues sent in via email or web portal Severity 1 means an existing Network or Environment is down or there is a critical impact to End User’s business operation. End User and Uccert both will commit full-time resources to resolve the situation. Severity 2 means operation of an existing Network or Environment is severely degraded or significant aspects of End User’s business operation are negatively impacted by unacceptable Network or Environment performance. End User and Uccert both will commit full-time resources during Standard Business Hours to resolve the situation. Severity 3 means operational performance of the Network or Environment is impaired, although most business operations remain functional. End User and Uccert both are willing to commit resources during Standard Business Hours to restore service to satisfactory levels. Severity 4 means information is required on service product capabilities, deployment, or configuration. There is little or no impact to End User’s business operation. Uccert are willing to provide resources during Standard Business Hours to provide information.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Uccert will undertake a scoping exercise with customers and agree a implementation plan including both admin training and user training and documentation with support.
Service documentation
Yes
Documentation formats
  • ODF
  • PDF
  • Other
Other documentation formats
Word
End-of-contract data extraction
Uccert will help customers extract data in a csv format when the contract ends. Customers have access to extract data at any point during the contract period.
End-of-contract process
Uccert will support the customer in transitioning to a new supplier of service.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Firefox
  • Chrome
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Uccert will provide a mobile client for use on smartphones, this device requires a data connection to work. The main difference is the size of screen but the call functionality is replicated between devices.
Service interface
No
API
No
Customisation available
Yes
Description of customisation
Uccert will work with customers to implement any user customisation and call plans required to deliver business benefit.

Scaling

Independence of resources
Services are auto-scaled to meet customer need with additional resources made available automatically.

Analytics

Service usage metrics
Yes
Metrics types
Uccert can provide data insight and reporting functionality including service usage.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

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)
  • EU-US Privacy Shield agreement 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
Never
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
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
Customers can report on and export their data through the reports management tool.
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats
PDF
Data import formats
  • CSV
  • ODF

Data-in-transit protection

Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Bonded fibre optic connections
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
Uccert agree service levels with customers during the onboarding process and service levels are 99.95 with service credits automatically awarded for none compliance.
Approach to resilience
Available on request
Outage reporting
Uccert would notify customers of any service outage via either a email alert or call.

Identity and authentication

User authentication needed
No
Access restrictions in management interfaces and support channels
Customers will define how user types are allowed to consume services , management functions are provided to named trained users only and support channels can be used as agreed.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • 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
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
  • Cyber Essentials
  • CIMSP

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
Other
Other security governance standards
Cyber Esentials
Information security policies and processes
Information Security Policy, reporting of information security incidents is made to the Senior Information Responsible Officer. Compliance checks on process and procedure are undertaken annually.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Uccert register all components and ongoing support and maintenance ensures the continuous tracking and monitoring for both product quality of service, security levels and end of life support.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Uccert services are patched and updated automatically. Potential threat information comes from industry suppliers, CISP and NCSC.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Uccert respond to all incidents immediately and for any potential compromise we would instigate a severity level 1 response. Information on potential compromises would come from industry suppliers.
Incident management type
Supplier-defined controls
Incident management approach
Uccert provide a predefined support service for 1st, 2nd, 3rd line support incidents allowing users to report by phone, email or web portal.
Incident reports are provided to customers via email or through the incident management process.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Pricing

Price
£0.02 to £500 per unit
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
The software use including management reporting is provided free. The Project setup is not included. The trail period is normally 28 days.

Service documents

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