Clear Visual Communications Ltd

Cloud Contact Centre-as-a-Service

CxEngage, is a cloud contact centre solution, that was built with the everyday challenges contact centres face. CxEngage cloud solution helps contact centres deliver the fundamentals needed to power seamless customer experiences.

Features

  • Insightful Analytics and Reporting
  • Integration with CRM providers and Workforce Optimisation solutions.
  • Provide support over voice, chat, email, text, and social media
  • Dynamic scalability

Benefits

  • Global Reach
  • Give customers a consistent experience
  • Automatically handles fluctuating call volumes
  • Rapid Deployment based on AWS security and reliability

Pricing

£52 to £114 a person a month

Service documents

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 adrian.hancock@clearvc.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

9 4 1 3 4 9 2 6 5 9 4 2 9 5 3

Contact

Clear Visual Communications Ltd Adrian Hancock
Telephone: 033 0088 3984
Email: adrian.hancock@clearvc.co.uk

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
CxEngage can be integrated with existing organisation CRM’s, Workforce Optimisation to have an even more powerful platform for delivering insight-rich customer experiences. Integration to the two most popular CRMs: Salesforce and Zendesk as well as leading third-party workforce optimisation solutions from Verint, Teleopti, and Calabrio are pre-built with CxEngage service.
Cloud deployment model
Public cloud
Service constraints
Constraints might include support only being available remotely always based on the SLA the customer acquires.
System requirements
  • Sufficient Internet access required
  • Requirements pending on integration level with other systems

User support

Email or online ticketing support
Email or online ticketing
Support response times
The support responses are in accordance with the support plan purchased.
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
Web chat
Web chat support availability
24 hours, 7 days a week
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
Web chat is available as a popup feature once the customer logs into the customer support portal.
Web chat accessibility testing
N/A
Onsite support
Yes, at extra cost
Support levels
There are currently 3 different support levels which are described in detail on the service description document.
Standard:All the essentials including access to our online support portal to create and track cases, as well as a toll free support line for priority 1 escalations.
Premium:Enhanced response times, live chat, and 24/7 phone support regardless of the priority level.
Premium Plus: All the benefits of Premium support, plus the personalised support and expertise of a Technical Account Manager (TAM).
Support available to third parties
No

Onboarding and offboarding

Getting started
Onsite Training, webinars, recorded training sessions as well as detailed user documentation are available in order to assist the customer to start and continue using the service through its life cycle.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
The users can export their data through the service admin platform prior to the end of their subscription.
End-of-contract process
At the end of the contract access to the platform via any means is no longer available.

Using the service

Web browser interface
Yes
Supported browsers
  • Firefox
  • Chrome
  • Safari 9+
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Visual IVR lets callers navigate IVR options visually, on a mobile app, rather than using a traditional phone-based IVR. It increases self-service capabilities by reducing the number of expensive calls your contact centre takes.
Service interface
Yes
Description of service interface
The interface depends on the integration level of the cloud service with customer existing CRM platform. If CxEngage is used as a standalone service then the interface experience depends on the user role (ie admin, user, superuser, etc.).
Accessibility standards
None or don’t know
Description of accessibility
Serenova's support models enables you to select the model that fit your needs. The service is accessible via all the available means i.e. telephone, web chat, digital media (mobile app), web browser based on the model you select.
Accessibility testing
N/A
API
Yes
What users can and can't do using the API
CxEngage public REST API, can be used to:

Create and configure tenant
Configure and manage support flows
Create and manage user accounts
Retrieve statistics related to tenants and its resources
The CxEngage API is organised around REST. The API has predictable, resource-oriented URLs and uses HTTP response codes to indicate API errors. It uses HTTP verbs that most HTTP clients understand. All responses from the API, including errors, return as JSON.
API documentation
Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
The Professional Services team will work hand in hand with any organisation as we jointly implement and operate your cloud contact centre platform. By employing simple, proven methodologies and best practices, the Professional Services team will work to rapidly deploy and manage advanced contact centre solutions, delivering superior business results while minimising ongoing costs and complexities.
Advanced voice routing solution, advanced IVR capability, omni-channel, or out-of-the-box or customised application integrations, the Professional Services team is ready to deliver ongoing success.

Scaling

Independence of resources
As the cloud service is based on the AWS platform scalability is managed dynamically based on demand.

Analytics

Service usage metrics
Yes
Metrics types
Since CxEngage is a unified platform, data is gathered from disparate systems (like your CRM) so one can easily create their own reports, view trends, make decisions, and have an impact.
CxEngage is designed to deeply integrate with CRM for visibility that’s nearly impossible to get any other way. The pre-built integrations to Salesforce or Zendesk or the ability to develop custom integration to a preferred CRM provides a unified system for metrics and analytics information.

https://www.serenova.com/wp-content/uploads/2018/10/CXEngage_ReportingAnalytics_V3.pdf
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
Lifesize (CxEngage)

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Security Clearance (SC)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • Other 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
Never
Protecting data at rest
  • Encryption of all physical media
  • Other
Other data at rest protection approach
Additionally, AWS supports Transparent Data Encryption (TDE).
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • 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
Users can export their data by logging into their account on the web portal.
Users can export reports, tables and charts, data flows, widget panes, flow diagrams etc. For some of the export data admin rights to the platform are required.
Data export formats
  • CSV
  • Other
Other data export formats
  • Pdf
  • Xlsx
  • Png, jpg
  • Zip
Data import formats
  • CSV
  • Other
Other data import formats
  • Xlsx
  • Zip

Data-in-transit protection

Data protection between buyer and supplier networks
Other
Other protection between networks
When the cloud platform integrates with a customer's network depending on the level of integration the configuration and security setting varies. Please refer to the following url for details on the security configuration options and integration types.

Security Configuration:

https://docs.cxengage.net/Help/Content/Configuration/SystemRequirements/DomainWhitelist.htm?Highlight=tls

Creating Integrations:

https://docs.cxengage.net/Help/Content/Configuration/Integrations/Creating_Integrations.htm?Highlight=tls
Data protection within supplier network
Other
Other protection within supplier network
All data within the cloud platform is encrypted and secured under AWS security policies.

Availability and resilience

Guaranteed availability
CxEngage, cloud contact centre solution, is hosted on Amazon Web Services (AWS), the leading provider of secure cloud computing services. AWS is used by millions of organisations worldwide, and it is currently the fifth largest business software company in the world. AWS’s resiliency and redundancy protect against downtime.
Serenova’s architecture is elastic, so additional capacity can be dynamically added through auto-scaling, which eliminates the risk of siloed data, breakdowns in reporting, and the separation of your data − all of which are weaknesses in the building block approach.
SLA is provided separately depending on selected service level.
Approach to resilience
CxEngage, cloud contact centre solution, is hosted on Amazon Web Services (AWS), the leading provider of secure cloud computing services. AWS is used by millions of organisations worldwide, and it is currently the fifth largest business software company in the world. AWS’s resiliency and redundancy protect against downtime.
Serenova’s architecture is elastic, so additional capacity can be dynamically added through auto-scaling, which eliminates the risk of siloed data, breakdowns in reporting, and the separation of your data − all of which are weaknesses in the building block approach.

Additional detailed information is available on request.
Outage reporting
A public dashboard is available on the following url links:

https://status.cxengage.com/

https://status.serenova.com/

In addition email alerts are available providing to subscription to the specific service.

Identity and authentication

User authentication needed
Yes
User authentication
  • Username or password
  • Other
Other user authentication
Depending on level of integration additional user authentication measures may be set up.
Access restrictions in management interfaces and support channels
By default management interface is accessible via username and password. Pending on integration additional restrictions may be set.
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
Less than 1 month
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
Less than 1 month
How long system logs are stored for
Less than 1 month

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
AWS
ISO/IEC 27001 accreditation date
05/11/2019
What the ISO/IEC 27001 doesn’t cover
For detailed information please refer to the following url:

https://aws.amazon.com/compliance/iso-certified/#:~:text=AWS%20has%20certification%20for%20compliance,a%20services%20are%20in%20scope.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
  • ISO 27017:2015
  • ISO 27018:2019
  • ISO/IEC 9001:2015

Security governance

Named board-level person responsible for service security
No
Security governance certified
Yes
Security governance standards
ISO/IEC 27001
Information security policies and processes
As the cloud platform is based on AWS information security policies are focused on delivering the following key strategic benefits critical to helping you implement your organisation's optimal security posture:
Prevent
Detect
Respond
Remediate
Detailed information is available on request.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
All changes are vetted by the relevant product management team of engineers. once approved they are added to the product road map and a target date is assigned. First they pass through a test phase on the pre-production environment. Once tests are completed changes are going to a beta phase where they are tested on a production environment with dedicated monitoring. Once Beta is completed successful changes are part of the mainstream service.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Our vulnerability management process is aligned with AWS security policies.

https://d0.awsstatic.com/whitepapers/aws-security-whitepaper.pdf
https://aws.amazon.com/security/penetration-testing/

Detailed information available on request.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Our protective monitoring process is aligned with AWS security services
Specific automated triggers have been setup to monitor specific vital parts of the service. Once these triggers are activated and automatically pre-defined response action is enabled.

Detailed information on request.
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
A dedicated response engineers team is available to provide preventative measures and corrective action when necessary in the case of an incident.
Once an incident is registered its severity is accessed and a relevant engineer or group is assigned against the incident. The incident is then managed based on the severity and SLAs in place. A full report is provide as to the cause and corrective action taken to address it.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Pricing

Price
£52 to £114 a person a month
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
A full free demo of the service is available on request. This will not include any integration with the customers existing services.
Link to free trial
https://www.clearvc.co.uk/contact-us/

Service documents

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 adrian.hancock@clearvc.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.