The Contact Centre solution enables contact centres or workgroups to simply and efficiently monitor, manage, and route calls. The solution includes MiContact Center Workgroup, MiContact Center Business, IVR Routing, Multimedia Contact Center, MiVoice Business Reporter, MiContact Center Outbound, Workforce Management and MiVoice Call Recording.
- Agent and Supervisor Interface
- Real Time monitoring and call reporting
- IVR and Automatic Call Delivery
- Interactive Visual Queue
- Visual Call Flow Editor
- Enterprise level call recording
- Preview, progressive, power and predictive dialer modes including multi-channel interactions
- Built in CRM function, enabling agents full access to caller
- An award-winning graphical agent desktop
- A core set of historical and real-time reports
- Consolidated agent and queue management
- Rich voice ACD functionality
- Visual drag-and-drop workflow design for voice and multimedia routing
- Intelligent, advanced call routing options and IVR
- Unified queuing for voice and multichannel interaction inc social media
- Enterprise presence and availability through the Ignite real time interface
- Easy Call and Work flow creation and testing
£22 per user per month
- Education pricing available
0330 121 0000
|Software add-on or extension||Yes|
|What software services is the service an extension to||Mitel Hosted Voice Solutions|
|Cloud deployment model||Private cloud|
|Service constraints||No specific constraints|
|Email or online ticketing support||Email or online ticketing|
|Support response times||Category 1 faults are responded to within 30 minutes, 24x7. General questions (non service affecting or fault related) are typically answered during the same business day. Non service affecting questions or requests for information are not processed during weekends or bank holidays.|
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||None or don’t know|
|Phone support availability||24 hours, 7 days a week|
|Web chat support||No|
|Onsite support||Onsite support|
Commsworld provide support levels which match the criticality of the fault and business impact categories. These are fully described in the Service Definition.
Cat 1 - Resolution 2 Hours - 24/7, 365 Days;
Cat 2 - Resolution 4 hours - 24/7, 365 Days;
Cat 3 - Resolution 24 Hours - 9am-5pm, Monday-Friday, Excluding Holidays.
Commsworld also provide full escalation management as described in the Service Definition.
|Support available to third parties||Yes|
Onboarding and offboarding
Customers interested in purchasing any of our products and services should contact us on
0330 121 0000 or email firstname.lastname@example.org
- Commsworld will allocate a Sales Manager to begin the proposal process. A call will be arranged to understand the initial scope and a follow up visit may be required.
The scope will drive the initial proposal and if accepted in principal, a contract will be issued and a technical review will take place to ensure all technical requirements are understood and can be delivered in accordance with expectations.
Changes to scope will be documented and the order will commence and fall into the Commsworld Provisioning Process.
|End-of-contract data extraction||Will be agreed as part of the off-boarding process. Any required data or configuration setup will be provided as part of that.|
|End-of-contract process||Assuming contractual terms are met, the Off-Boarding process will be offered and time frame for completion agreed. The off-boarding process will ensure smooth migration or close down of service. Commsworld will work with Customer 3rd parties if required; however this will require to be scoped and priced for separately.|
Using the service
|Web browser interface||Yes|
|Application to install||Yes|
|Compatible operating systems||Windows|
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||
Mobile application scaled to fit mobile device.
Reduced functionality on mobile devices with key features still available.
|Accessibility standards||None or don’t know|
|Description of accessibility||Standard browser accessibility support.|
|Description of customisation||
Build and customise call flows in a drag-and-drop graphical interface.
Create and relay static and custom recorded announcements to callers in queue.
Provide callers with an expected wait time or position-in-queue messaging.
Provide callers with time of day, day of week, day of year, or queue-conditional messaging.
Guide callers to the information, extension, or ACD queue that best meets their needs.
Allow customers to request a queued callback using the web.
Route calls based on the number they are calling from (ANI/CLI), time of day, or current queue conditions.
Customise reports on IVR activity.
|Independence of resources||Service is ring fenced|
|Service usage metrics||Yes|
|Metrics types||Real time and historical reporting available|
|Supplier type||Reseller providing extra features and support|
|Organisation whose services are being resold||Mitel|
|Staff security clearance||Other security clearance|
|Government security clearance||None|
|Knowledge of data storage and processing locations||Yes|
|Data storage and processing locations||United Kingdom|
|User control over data storage and processing locations||No|
|Datacentre security standards||Managed by a third party|
|Penetration testing frequency||At least once a year|
|Penetration testing approach||Another external penetration testing organisation|
|Protecting data at rest||Other|
|Other data at rest protection approach||We do not store sensitive information|
|Data sanitisation process||No|
|Equipment disposal approach||A third-party destruction service|
Data importing and exporting
|Data export approach||Users can export reports in CSV|
|Data export formats||CSV|
|Data import formats||CSV|
|Data protection between buyer and supplier networks||Private network or public sector network|
|Data protection within supplier network||
|Other protection within supplier network||VPLS Routing|
Availability and resilience
99.95% annual availability.
For each failure to resolve Critical Faults (Cat1) within the target timescales, you will be able to claim Service Credits at the end of each billing period, as set out below:
From 1 to 15 hours beyond target, rounded up to the next whole hour.
2.5% of monthly Charge for the affected Customer Premises per whole hour.
More than 15 hours beyond target.
50% of monthly Charge for the affected Customer Premises.
|Approach to resilience||Dual A&B PSU and separate UPS and services set up in High Availability mode with at least two devices.|
|Outage reporting||Systems are monitored and Engineers are alerted to faults 24x7.|
Identity and authentication
|User authentication needed||Yes|
|Access restrictions in management interfaces and support channels||Management interfaces are only available in private network. No public access.|
|Access restriction testing frequency||At least once a year|
|Management access authentication||
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||You control when users can access 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||QMS|
|ISO/IEC 27001 accreditation date||1/10/2016|
|What the ISO/IEC 27001 doesn’t cover||Nothing|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|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||All policies as per ISO27001. Audits on compliance against controls are monthly and reviewed by management team monthly / annually as per review schedule.|
|Configuration and change management standard||Supplier-defined controls|
|Configuration and change management approach||ITIL based Change Control Process; authorised via CRB and tracked on company CRM.|
|Vulnerability management type||Supplier-defined controls|
|Vulnerability management approach||Reviewed regularly by Senior System Admin and 3rd party specialist employed annually. Urgent patches can be assessed, tested and deployed within 8 hours.|
|Protective monitoring type||Supplier-defined controls|
|Protective monitoring approach||Servers are monitored 24x7. Failures are alerted to standby engineers who will pick up faults within 30 minutes and begin working towards resolution. Target to resolve complete outage (Cat1 failure) is 2 hours.|
|Incident management type||Supplier-defined controls|
|Incident management approach||
Commsworld have introduced an ITIL qualified, focused and professional Customer Service & Support team. Our Customer service team is operational 24x7x365.
Customers wishing to report incidents can do so via Phone and Email.
Detailed Incident reports are available upon request. RFO's (Reason for outage) are supplied upon incident closure.
|Approach to secure software development best practice||Supplier-defined process|
Public sector networks
|Connection to public sector networks||No|
|Price||£22 per user per month|
|Discount for educational organisations||Yes|
|Free trial available||No|
|Pricing document||View uploaded document|
|Skills Framework for the Information Age rate card||View uploaded document|
|Service definition document||View uploaded document|
|Terms and conditions document||View uploaded document|