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Genius PPT Ltd
Cloud Predictive Dialler
Our cloud predictive dialler software is a comprehensive contact centre telephony management solution. An omni-channel solution comprising inbound/outbound call handling, predictive/progressive/preview dialling, IVR, call recording, screen recording, email, SMS, DTMF agentless payment processing tools, comprehensive reporting tools, call monitoring and quality assurance tools. A complete contact centre in a box.
Features
- Automated Inbound & Outbound Call Handling
- Preview/Progressive/Predictive Dialling
- Call Recording & Screen Recording
- Comprehensive MI & Reporting Capabilities
- Fully Automated Callbacks
- Interactive Voice Response (IVR) – Inbound and Outbound
- Live & Historical Call Monitoring & QA Call Scoring
- SMS/Email Processing
- Agentless Payment Processing – DTMF Tone Capture & Masking
- Wizard Driven Agent Scripts – Compliant & Consistent Call Handling
Benefits
- Increase Call Handling Volumes - Efficiency, Productivity
- Record Every Customer Interaction - Screen & Call Recording
- Increase Staff Performance Visibility - Comprehensive MI & Reporting
- Easily Monitor & Manage Compliance & Quality Assurance
- Ready Made Business Continuity - Cloud Browser Based Access
- Central Management of Multiple Contact Centre Systems
- Complete Customer Journey & Audit - MI & QA Tools
- Callback Diaries for Agents
- Data Centre Cloud Delivery - Unlimited Scalability & Onsite Resilience
- Flexible Opex Commercial Model
Pricing
£115 to £150 per licence per month
- Free trial available
Service documents
Framework
G-Cloud 10
Service ID
840253160433564
Contact
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 |
- Debt Collection CRM System - Enforcement CRM System Bespoke CRM Systems (Sales/Back Office Processing/Field Management) - Agentless Payment Processing Software (DTMF tone suppression, customer enters details via telephone keypad at home) - Screen Recording - Call Recording - SMS - Call Monitoring - Quality Assurance Assessment Software |
| Cloud deployment model | Hybrid cloud |
| Service constraints | Not Applicable |
| System requirements |
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User support
| Email or online ticketing support | Email or online ticketing |
| Support response times | Email, online and telephone support are available 24/7, with out of hours service levels also agreed as part of any contract agreement. |
| User can manage status and priority of support tickets | Yes |
| Online ticketing support accessibility | WCAG 2.0 A |
| Phone support | Yes |
| Phone support availability | 24 hours, 7 days a week |
| Web chat support | No |
| Onsite support | Onsite support |
| Support levels |
Outside of our 24/7 access to helpdesk and support teams, every contract is assigned a dedicated technical account and project manager for contract contact consistency and knowledge of end delivery processes. Support and maintenance costs are fully inclusive in our dialler licence model, there are no additional support costs or associated varying levels of support provided. |
| Support available to third parties | Yes |
Onboarding and offboarding
| Getting started | Every installation is supported by onsite training at initial roll out, as well as online training and user documentation. onsite training is also provided post go-live also. |
| Service documentation | Yes |
| Documentation formats | |
| End-of-contract data extraction | This is generally managed via a managed SFTP data transfer process where we pass back any data held on our systems before purging upon contract termination (unless any follow on retention periods have been specified in teh contract requirements), but can be tailored to individual contract requirements also. |
| End-of-contract process | Upon termination of service, all data would be returned at no additional cost. Cost would only be incurred if it involved the purchase of hardware outside of a standard secure SFTP repatriation. |
Using the service
| Web browser interface | Yes |
| Supported browsers |
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| Application to install | No |
| Designed for use on mobile devices | Yes |
| Differences between the mobile and desktop service | The management application can be accessed from mobile devices, the core agent application being a dialler system would only ever really be accessed by an agent from a desktop. The agent application can however be access from a mobile device and has been deployed on mobile tablet applications. |
| Accessibility standards | None or don’t know |
| Description of accessibility | Font onscreen on browser access can be resized to defined formats and colours can also be forced onscreen aligned to defined business rules and logic for accessibility. |
| Accessibility testing | None to date, but we are happy to do that as part of any contract requirements. |
| API | Yes |
| What users can and can't do using the API | The API we provide is normally to connect our dialler system to a CRM system or external platform, either one of our own systems or an external system. The nature of a dialler service would not require an API to be used in the example scenarios above. |
| API documentation | Yes |
| API documentation formats | |
| API sandbox or test environment | Yes |
| Customisation available | Yes |
| Description of customisation |
Any aspect of thr service can be customised; For example, agent screens, scripts, call outcomes, reports, file and data transfer etc. Customisation can be completed via the self serve management tools, or by our inhouse teams for any bespoke or specialised configuration. |
Scaling
| Independence of resources | Our cloud deployment model and data centre based delivery model ensures no capacity scaling constraints, either on lead times or physical volumes. We have access to unlimited bandwith, hardware, utilities, telecoms providers and parallel redundancy measures ensures unlimited scaling and capacity capabilities. On top of this, we also use a number of live and automated system monitoring devices for all software and networks. |
Analytics
| Service usage metrics | Yes |
| Metrics types | Our comprehensive reporting suites include reports on every call placed, ring time, wait time, talk time, call outcome, call recorded, screen recorded, email sent, sms sent, payment processed down to the most granular level of transactional detail or highest level KPI all exportable in any format from the system, or in automated and scheduled report production format. |
| Reporting types |
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Resellers
| Supplier type | Not a reseller |
Staff security
| Staff security clearance | Other security clearance |
| Government security clearance | Up to Developed Vetting (DV) |
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 | 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 | ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider |
| Protecting data at rest |
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| Data sanitisation process | Yes |
| Data sanitisation type |
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| 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 |
Users can export their data from the systems in any specified format; most commonly .xls or .csv, but also extending to .pdf and .doc for reporting aspects. System outputs however are flexible and can be worked to export in any client defined format, layout or file extension type, i.e. matched to an existing client specific format, layout or process. |
| Data export formats |
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| Other data export formats |
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| Data import formats |
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Data-in-transit protection
| Data protection between buyer and supplier networks | TLS (version 1.2 or above) |
| Data protection within supplier network | TLS (version 1.2 or above) |
Availability and resilience
| Guaranteed availability | Defined service level agreements (SLAs) are tied to our service delivery, with aligned service credits available should guaranteed levels of availability not be achieved within the measured timeframe. |
| Approach to resilience | Our data centre partners provide access to redundant bandwidth, power, utilities, air conditioning, telecoms providers, etc. Several layers of parallel redundancy exist, i.e. Power; 1. Primary Power, 2. Secondary Power Provider, 3. Diesel Generator Back Up 4. Battery Pack Back Up, showing lower levels of redundancy beyond core. Data Centre partners are also PSN Connection & Service certified and are existing direct government hosting partners themselves. |
| Outage reporting | Public dashboard and email alerts |
Identity and authentication
| User authentication needed | Yes |
| User authentication |
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| Access restrictions in management interfaces and support channels | All access is log-in/user specific. Access to system functionality can be given on a granular and hierarchical basis, ensuring specified users only have access to specified functionality. |
| Access restriction testing frequency | At least every 6 months |
| Management access authentication |
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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 | At least 12 months |
| How long system logs are stored for | User-defined |
Standards and certifications
| ISO/IEC 27001 certification | Yes |
| Who accredited the ISO/IEC 27001 | QAS International |
| ISO/IEC 27001 accreditation date | 08/12/2016 |
| What the ISO/IEC 27001 doesn’t cover | N/A |
| ISO 28000:2007 certification | No |
| CSA STAR certification | No |
| PCI certification | Yes |
| Who accredited the PCI DSS certification | AOC 3.5 |
| PCI DSS accreditation date | 28/10/2016 |
| What the PCI DSS doesn’t cover | N/A we have payment processing software that allows customers to enter card details from the security of their own telephone keypad at home, never disclosing details to teh handling agent, taking PCI DSS out of scope completely anyway, regardless of our accreditation. As well as protecting card details from handling agent, the DMTF tones are also masked whilst processing and immediately purged by the payment gateway. |
| Other security certifications | Yes |
| Any other security certifications |
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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 | ISO 27001, ISO 22301, ISO 9001, PCI DSS |
Operational security
| Configuration and change management standard | Supplier-defined controls |
| Configuration and change management approach |
Our change management approach is governed by a Change Advisory Board assessing changes appropriately in terms of: Urgency Rationale Benefit Impact of completing the change, versus not completing it Risk assessment An initial assessment of the work/timescales involved The CAB will agree as a team the resulting priority of the change, and if the team agree the change should go ahead it is undertaken in line with overall priorities. In line with this, legal or regulatory change will always remain highest on the priority list and changes are assessed for impact in line with our ISO 27001 accreditation and framework. |
| Vulnerability management type | Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402 |
| Vulnerability management approach | Our security team monitor communications from our vendors and suppliers for patches, both scheduled and out-of-cycle. Patches are typically deployed within 24 hours of availability into a limited production environment, before progressing to the remaining environment within 48 hours of availability. We subscribe to industry mailing lists (e.g. CERT/NCAS) to maintain an awareness of any breaking threats. |
| Protective monitoring type | Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402 |
| Protective monitoring approach | Regular scans are ran of our internal and external network to identify any potential areas of weakness, using commercial products. Reports from these scans are reviewed daily. If any issues are found, they generate an immediate ticket within our response system, and mitigations or fixes are typically installed within 24 hours. |
| Incident management type | Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402 |
| Incident management approach | Our incident management process is aligned to our ISO 27001 accreditation. Users can report incident via our helpdesk and support teams and incident reports are draft and issued by the same teams for our clients upon reporting on incidents. |
Secure development
| Approach to secure software development best practice | Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0) |
Public sector networks
| Connection to public sector networks | No |
Pricing
| Price | £115 to £150 per licence per month |
| Discount for educational organisations | No |
| Free trial available | Yes |
| Description of free trial |
In a free trial, customers are required to simply pay the cost of telephone calls made on their behalf only. System licence costs are waived for a one month trial period. If onsite support requested, travel and subsistence only would be payable. No Set Up or Professional Services are payable. |
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 |