Sesui Limited

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.

Features

  • 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.

Benefits

  • 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

Pricing

£50 per licence per month

  • Education pricing available

Service documents

Framework

G-Cloud 11

Service ID

9 3 9 9 1 4 0 0 3 6 1 5 3 8 8

Contact

Sesui Limited

Oli White

03445 600 600

sales@sesui.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model
  • Private cloud
  • Hybrid cloud
Service constraints No, the Sesui service is hardware and infrastructure agnostic.
System requirements Browser requirements Windows IE 10+

User support

User support
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 Yes
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
Support levels 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

Onboarding and offboarding
Getting started 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.
Service documentation Yes
Documentation formats PDF
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

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
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.
Service interface No
API No
Customisation available Yes
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.

Scaling

Scaling
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.

Analytics

Analytics
Service usage metrics Yes
Metrics types 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.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Staff screening not performed
Government security clearance None

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
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
  • Physical access control, complying with another standard
  • Encryption of all physical media
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 importing and exporting
Data export approach Sesui allows users to export their data through:
Secure FTP
NHS N3/HSCN Networks
TLS Encrypted wen services
Data export formats CSV
Data import formats
  • CSV
  • Other
Other data import formats Excel

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability 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

Identity and authentication
User authentication needed Yes
User authentication
  • Limited access network (for example PSN)
  • Username or password
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
  • Limited access network (for example PSN)
  • Username or password

Audit information for users

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

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
PCI certification No
Other security certifications Yes
Any other security certifications
  • Cyber Essentials certification (July 2018)
  • Data Protection & Security Toolkit (assessment due by 31/03/19

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 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.

Operational security

Operational security
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.

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 Yes
Connected networks
  • NHS Network (N3)
  • Health and Social Care Network (HSCN)

Pricing

Pricing
Price £50 per licence per month
Discount for educational organisations Yes
Free trial available No

Service documents

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