Sesui Agent Connect
Sesui Cloud Communication provides cloud contact centre solutions when it's critical for phone calls to reach you. Sesui have been delivering cloud comms services for over 15 years to organisations like the NHS. Our approaches means we don't need to rip and replace and unites fragmented contact centres.
- Accept every in-bound call - with no limits
- Integration into your CRM through APIs
- In-call control - hold, transfer, park, 3-way conversation, pluck
- Bespoke Routing - Skills based, VIP, time of day/seasonal
- Agent management - hot desking, agent supervisor views
- DR/Business Continuity - login and work form ay location
- Mobile App - iOS and Android App avaiable
- Home/Remote Working - work from any location, anytime.
- Call Recording - Every call from every location securely recorded.
- Realtime and MIS Reporting - Know what's happening every second.
- Personalise every interaction through realtime information.
- Be reassured by Sesui's private network.
- Create efficiencies through integration into your own CRM
- Create a flexible workforce with simple home working
- Use the Sesui App on iOS or Android
- Give you and your employees confidence by recording every call
- React to live events by monitoring realtime reporting on wallboards
- Standard reports to improve the efficiency and effectiveness of teams
£50 per licence per month
- Education pricing available
03445 600 600
|Software add-on or extension||No|
|Cloud deployment model||
|Service constraints||No, the Sesui service is hardware and infrastructure agnostic.|
|System requirements||Browser requirements Windows IE 10+|
|Email or online ticketing support||Email or online ticketing|
|Support response times||SLA -initial response within 4 hours.|
|User can manage status and priority of support tickets||No|
|Phone support availability||24 hours, 7 days a week|
|Web chat support||Web chat|
|Web chat support availability||9 to 5 (UK time), Monday to Friday|
|Web chat support accessibility standard||WCAG 2.1 AA or EN 301 549|
|Web chat accessibility testing||We rely on our supplier ZenDesk to complete this.|
|Onsite support||Yes, at extra cost|
Sesui provides "In-Hours' support to all customers. "Out-of-Hours" support is used by more than 50% of our customers due to the critical nature of their service.
Pricing is a function of the number of service a client takes from Sesui.
|Support available to third parties||Yes|
Onboarding and offboarding
Sesui follows a tried and trusted on-boarding process. Led by client requirements Sesui offers a mix of onsite and remote training. This is all co-ordinated through a central service delivery team.
Every user start up is unique and so we approach each client on a case by case basis.
|End-of-contract data extraction||As part of our on-boarding process Sesui and the Client will complete a GDPR compliance agreement where we will agree with the client the process for data extraction.|
|End-of-contract process||If a Client wishes for Sesui to manage long term data storage we will need to agree a process and cost fo this.|
Using the service
|Web browser interface||Yes|
|Application to install||No|
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||Mobile service are accessed via an App through iOS or Android.|
|Description of customisation||
As Sesui own our own platform and software we are able to customise and configure services to individual client needs.
Agent licences can be customised at set up and through the life of service as needed.
Customisation is done in consultation with the client by Sesui.
|Independence of resources||The Sesui platform is deployed across three geographically dispersed data centres. All data centres have duel connectivity from different suppliers. The service is replicated across all the data centres and so Sesui holds a capacity to mitigate the demand from other Clients and from service outages.|
|Service usage metrics||Yes|
Sesui provide a comprehensive set of reports covering all major measures for contact centre management.
We also provide specific metric for the health sector for required reporting to CCGs and the NHS.
|Supplier type||Not a reseller|
|Staff security clearance||Staff screening not performed|
|Government security clearance||None|
|Knowledge of data storage and processing locations||Yes|
|Data storage and processing 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 every 6 months|
|Penetration testing approach||Another external penetration testing organisation|
|Protecting data at rest||
|Data sanitisation process||Yes|
|Data sanitisation type||Explicit overwriting of storage before reallocation|
|Equipment disposal approach||In-house destruction process|
Data importing and exporting
|Data export approach||
Sesui allows users to export their data through:
NHS N3/HSCN Networks
TLS Encrypted wen services
|Data export formats||CSV|
|Data import formats||
|Other data import formats||Excel|
|Data protection between buyer and supplier networks||
|Data protection within supplier network||
Availability and resilience
SLA and Support
Service & Support availability - Sesui offers the following availability and quality levels on a 24/7/365 basis:
• System Availability of >99.999%; Call management element, managed by using multiple carriers at each site
• Network Quality – 99.90%; Call management element, traffic incoming to the Sesui platform will be successfully routed. This is achieved through high-levels of system availability and commitment to operational capacity management; Web Availability >99.90%; Call management element for contact centre licences and MIS access (this does not affect the routing of calls)
|Approach to resilience||Available on request.|
|Outage reporting||Email alerts and voice alerts.|
Identity and authentication
|User authentication needed||Yes|
|Access restrictions in management interfaces and support channels||
Access to the Sesui environment and support channels is defined on a per user basis. The level of access to the management interface is determined by the supply an authorised list of users that defines the level of access.
This authorised list also determines the levels of permission for changes to the user access.
In the NHS/health sector patient information is only available when accessed over N3/HSCN.
|Access restriction testing frequency||At least every 6 months|
|Management access authentication||
Audit information for users
|Access to user activity audit information||Users receive audit information on a regular basis|
|How long user audit data is stored for||At least 12 months|
|Access to supplier activity audit information||Users receive audit information on a regular basis|
|How long supplier audit data is stored for||At least 12 months|
|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||IS 689982|
|ISO/IEC 27001 accreditation date||23/11/2018|
|What the ISO/IEC 27001 doesn’t cover||N/A|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||Yes|
|Any other security certifications||
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||ISO/IEC 27001|
|Information security policies and processes||Processes are as audited by BSI for our ISO27001 certification. The Sesui Governance Lead reports to the Managing Director and presents on information security performance, risks, mitigation plans, continuity and procedures at Board Meetings. In line with ISO27001 requirements, regular spot check audits are carried out - a minimum of 2 per year covering policy compliance, acceptable use, data storage and data protection. Vulnerability / penetration testing are scheduled quarterly.|
|Configuration and change management standard||Supplier-defined controls|
|Configuration and change management approach||In line with data protection and privacy requirements, all solutions are designed to address protection / privacy / consent compliance 'by default & design'. All system changes are processed through the Sesui Change Management Procedure and are recorded on the Sesui CRM system (Salesforce). Change owners and change authorisers are identified and must approve / reject change request tickets as they move through the change management lifecycle. Security implications are assessed for requested change and where necessary, a Data Flow Assessment is created to ensure the correct level of planning and control is applied. Change Management & Operating Policy apply.|
|Vulnerability management type||Supplier-defined controls|
|Vulnerability management approach||Regular vulnerability and penetration testing is carried out. System and user device patches are applied immediately when available. Sesui is registered with the ICO and subscribes to virus protection vendors (e.g. MALWAREBYTES, NORTON, AVG) and receives regular updates on current threats and potential threats.|
|Protective monitoring type||Supplier-defined controls|
|Protective monitoring approach||Daily checks of firewall logs, web logs (external system access record) and internal event log (SPLICEWORKS). The Sesui Incident Management Policy governs the process followed should a vulnerability be identified (or suspected) or an incident occurs. The Sesui policy requires any incident to be isolated with an immediate assessment of actions required to maintain service continuity - allowing investigation of the incident to then be carried out in a structured and methodical manner.|
|Incident management type||Supplier-defined controls|
|Incident management approach||The Sesui Incident Management Policy has been audited as part of our ISO27001 certification achieved through BSI. Users raise any suspected incidents through the Sesui Customer Support Desk, who then log the details on the Sesui CRM system and raise a pre-formatted incident form. The incident form is updated with actions and is maintain through to successful resolution of the reported incident before distribution. A 'lessons learnt' meeting is scheduled once the incident has been confirmed as resolved and policy / procedure documentation is updated should the incident have highlighted any procedural failings.|
|Approach to secure software development best practice||Supplier-defined process|
Public sector networks
|Connection to public sector networks||Yes|
|Price||£50 per licence per month|
|Discount for educational organisations||Yes|
|Free trial available||No|