CONNECT MANAGED SERVICES (UK) LIMITED

Conn3ct Five9 Omni Channel Cloud Solution

Five9 Cloud by Conn3ct delivers robust; contact centre, omni channel, call back, ACD, IVR, AI, QM, WFM, WEM and VOC. It is been built from the ground up as a single application suite. With Conn3ct managed voice network delivering an end to end voice solution, delivered and managed by experts.

Features

• Complete omnichannel contact centre, phone, recording, UC telecommunication, encryption
• Skills-based routing omnichannel interactions, Self-service IVR, Speech Recognition
• 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

£28 a licence a month

• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  PDF

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

836699154919162

Contact

Tim North
07775 625355
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: Conn3ct offer a suite of services that depend on functionality and complexity. Genesys is a full service in a single suite, Amazon Connect services and automation for consumption based modules, Microsoft Teams voice services and integration to contact centres along with and Five9 for modular omni-channel contact centre functionality.
• Cloud deployment model:
  • Private cloud
  • Hybrid cloud
• Service constraints: Five9 complete maintenance every Saturday night / Sunday morning that will switch users from the primary datacentre to a secondary data centre, however this does not affect usage of the platform. The same process is used during planned upgrades as well and user will be upgraded automatically.
• 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
• End-of-contract data extraction: The customer is responsible for acquiring all the data they need to keep by exporting the data directly or using the Public API, prior to terminating their contract. All data in Five9 can be queried via the platform’s reporting tool and 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. Five9 does not have an automated process for deleting customer data contained within the Five9 environment upon contract termination. However, we will delete data within 60 days of contract termination upon Customer request.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • 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 Five9 solution natively supports an inbound, outbound, and blended contact center with fully integrated IVR, ACD, dialer, CTI, real-time monitoring, reporting (120 plus custom capabilities), and interaction types such as voice, email, chat, and video. SMS, Workforce Management, and Quality Assurance are provided via partner integrations with industry leaders. Five9's open web services APIs and configurable connectors enable integration to a large variety of external systems. Pre-integrated solutions include Salesforce, Oracle Service Cloud, NetSuite, Velocify (Leads360), Microsoft Dynamics, ServiceNow, and Zendesk CRM platforms. The Five9 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, along with our commitment to developing and leveraging open standards such as SIP and MRCP for our voice communication protocols, TCPA adherence options for compliance, SNMP for system monitoring, SMTP for email as a contact center channel, SOAP and REST methods for APIs, and HTML5 for our Agent Desktop Plus interfaces.
• 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: Five9 operates multiple datacentres that provide fail over to each other, In order to maintain adequte safe harbor capacity, each data centre is capped at 50 percent of it capacity, Network and Telecom capacity are monitored using industry standard capacity planning methodology to ensure we maintain 45% or below, Five9's Capacity Management team monitors application farms and servers ensuring they stay below 45% & Five9's Network Operation Center monitors all services 24x7 365, servers, supporting elements and alerts at predefined capacity thresholds

Analytics

• Service usage metrics: Yes
• Metrics types: Billable Usage Report: tracks charges for Five9 usage during the date range that you specify.; Concurrent Usage Report: shows the peak number of concurrent users logged in to Five9 per day during the date range. For each day, the report shows the peak concurrent users for that day and the number of minutes that the peak concurrent users were logged in.; Resources Usage Report: tracks your organization’s consumption of Five9 resources, including IVR minutes and data storage, and SMS/Messaging. This report includes the quantity of each resource consumed during the period by day.
• 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: Five9 Cloud Contact Centre Solution

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: 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 Five9 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: Each Five9 Data Center is designed with multiple tiers of redundant servers. The database servers, messaging servers, application servers, and web servers are implemented in clustered configurations. The telco carriers are diversified, such that if one carrier fails, the trunks are easily re-routed so that calls are perpetually completed. All hardware has redundant physical connections such as network cards and power supplies. ; ; In addition to the layers of redundancy within each data center, Five9 provides Geographic Redundancy that replicates customer configuration and data in real time between geographically separated data centers.
• Outage reporting: Five9 automatically notifies customers of planned outages. In the event of an unplanned outage, Five9 initially contacts customers via email and phone, and continues delivering updates at regular intervals until the incident is resolved. The customer system status portal also allows a customer to configure automatic text and email notifications of system disruptions.

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: 30/3/2020
• 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: 30/10/2019
• 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:
  • SOC2 Type 2 Attestation in Accordance with AICPA Standard AT101
  • Health Insurance Portability and Accountability Act (HIPAA)
  • 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. The Executive Vice President of Cloud Operations (EVP) and Platform Engineering oversees the ongoing assessment of risk with respect to production & corporate environments & related applications provided. The CFO, EVP, and their respective staff monitor the quality of internal control performance as a normal part of their activities. They regularly review various aspects of operations to determine if objectives are achieved, identify new risks, and implement appropriate measures.
• 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: £28 a licence a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Five9 provides access to the system for a 30-day free trial. This provides access to agent, supervisor, admin features and functionality to try voice calls, simple IVR flows and other channels on request. You will have access to all the API's that can be utilised to integrate into other solutions.

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  PDF

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.