Commsworld Ltd.

Commsworld Contact Centre

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.

Features

  • 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

Benefits

  • 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

Pricing

£22 per user per month

  • Education pricing available

Service documents

G-Cloud 10

820409238338582

Commsworld Ltd.

John McDermott

0330 121 0000

digitalgov@commsworld.com

Service scope

Service scope
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
System requirements
  • Microsoft Desktop
  • POE Network Switches
  • Appropriate network connectivity

User support

User support
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 Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support Onsite support
Support levels 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

Onboarding and offboarding
Getting started Customers interested in purchasing any of our products and services should contact us on
0330 121 0000 or email info@commsworld.com
- 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.
Service documentation Yes
Documentation formats PDF
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

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
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.
Accessibility testing None
API No
Customisation available Yes
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.

Scaling

Scaling
Independence of resources Service is ring fenced

Analytics

Analytics
Service usage metrics Yes
Metrics types Real time and historical reporting available
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

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

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance None

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 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 importing and exporting
Data export approach Users can export reports in CSV
Data export formats CSV
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks Private network or public sector network
Data protection within supplier network
  • IPsec or TLS VPN gateway
  • Other
Other protection within supplier network VPLS Routing

Availability and resilience

Availability and resilience
Guaranteed availability 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

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Username or password
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
  • 2-factor authentication
  • Username or password

Audit information for users

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

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
PCI certification No
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 All policies as per ISO27001. Audits on compliance against controls are monthly and reviewed by management team monthly / annually as per review schedule.

Operational security

Operational security
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.

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £22 per user per month
Discount for educational organisations Yes
Free trial available No

Documents

Documents
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
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