SmartAgent Assist - agent desktop
Our powerful SmartAgent Assist app has been designed with your agents in mind. Consolidate all of your communication channels into a single interface, with all your contact and customer information integrated and displayed. Your agents focus on providing answers rather than figuring out why and who they’re talking to.
- Specialist cloud contact centre provider
- Cross channel contact centre solution (Voice, Chat, Email, Social,SMS)
- Unlimited cloud scale
- Self-service tools
- Advanced speech recognition and Smart IVR
- Call analytics, historical and real-time inc wallboards
- Integrations into existing systems
- Automation options
- Call Recording, transcription and sentiment analysis
- Clear commercials with a UK supplier
- Reduced costs versus traditional on-premise solutions
- Scalable and elastic
- Fast to implement
- Single agent desktop application
- Advanced customer experiences
- Lower Average Handle Time and improved First Contact Resolution
- Maximise human skills and time
- Future proofed solution and roadmap ownership
- Enable multi-channel customer journey
- Reliable, highly available, fault tolerant and scalable
£30 to £100 per user per month
Mission Labs Limited
|Software add-on or extension||Yes, but can also be used as a standalone service|
|What software services is the service an extension to||
• Case Management
• Work Force Management systems
• eCommerce systems
• Back-office applications and systems
• Bespoke propriety applications
|Cloud deployment model||Public cloud|
|Email or online ticketing support||Email or online ticketing|
|Support response times||We aim to respond as quickly as possible, typically within 60 mins for normal queries. This is operated Monday-Friday unless otherwise agreed.|
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||None or don’t know|
|Phone support availability||9 to 5 (UK time), Monday to Friday|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
|Support levels||Support is provided based on standard P1, P2, P3, P4 classifications. Support channels provided include phone and email. Service Level Agreements (SLA) will be agreed with the customer as part of the planning and migration stages. Costs for this will be determined at this stage.|
|Support available to third parties||No|
Onboarding and offboarding
We will provide all onboarding and training required to operate our services.
In addition, we can provide full documentation, videos and how-to guides, online and in-person training.
|End-of-contract data extraction||We will be able to export data required from the service.|
This varies based on the contract. Services can be decommissioned and terminated as part of the agreement.
There may be costs associated with this process subject to the pre-agreed exit provisions.
Using the service
|Web browser interface||Yes|
|Application to install||No|
|Designed for use on mobile devices||No|
|Description of customisation||
Configure call routing options and rules, application access and reporting rights, third party integrations, custom logic.
Overall our solution can be fully customised to meet any business needs and goals.
|Independence of resources||We provide a very scalable environment for your solution with continuous monitoring in place.|
|Service usage metrics||Yes|
Reporting can be provided as required. For example:
- calls taken
- hold times
- call queues
- agent performance
On top of this we can provide any form of custom reporting within SmartAgent.
|Supplier type||Reseller providing extra features and support|
|Organisation whose services are being resold||Amazon Connect, Google Contact Centre, Genesys, Mitel, Cisco, Avaya, 8x8|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Developed Vetting (DV)|
|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||Supplier-defined controls|
|Penetration testing frequency||At least every 6 months|
|Penetration testing approach||Another external penetration testing organisation|
|Protecting data at rest||Other|
|Other data at rest protection approach||We provide a secure environment for your solution and we adhere to best practice in terms of privacy, data protection, security protections and control processes.|
|Data sanitisation process||Yes|
|Data sanitisation type||
|Equipment disposal approach||In-house destruction process|
Data importing and exporting
|Data export approach||
We can also allow you to export data into systems of your choice such as part of the project planning phase if you wish.
Data can be stored as required with a number of export mechanisms.
|Data export formats||
|Other data export formats||UTF-8 encoded JSON document|
|Data import formats||
|Other data import formats||UTF-8 encoded JSON document|
|Data protection between buyer and supplier networks||
|Other protection between networks||
Network devices, including firewall and other boundary devices, are in place to monitor and control communications at the external boundary of the network and at key internal boundaries within the network. These boundary devices employ rule sets, access control lists (ACL), and configurations to enforce the flow of information to specific information system services.
ACLs, or traffic flow policies, are established on each managed interface, which manage and enforce the flow of traffic. ACL policies are approved by Amazon Information Security.
|Data protection within supplier network||
|Other protection within supplier network||
Customer environments are logically segregated to prevent users and customers from accessing resources not assigned to them. AWS gives customers ownership and control over their content by design through simple, but powerful tools that allow customers to determine how their content will be secured in transit.
AWS enables customers to open a secure, encrypted channel to AWS services using TLS/SSL, and/or IPsec or TLS VPN (if applicable), or other means of protection the customer wish to use.
API calls can be encrypted with TLS/SSL to maintain confidentiality; the AWS Console connection is encrypted with TLS.
Availability and resilience
Our core SmartAgent solution resides on AWS (see below their SLAs) we also provide customer specific SLAs subject to requirements.
AWS currently provides SLAs for several services. Due to the rapidly evolving nature of AWS’s product offerings, SLAs are best reviewed directly on our website via the links below:
• Amazon EC2 SLA: http://aws.amazon.com/ec2-sla/
• Amazon S3 SLA: http://aws.amazon.com/s3-sla
• Amazon CloudFront SLA: http://aws.amazon.com/cloudfront/sla/
• Amazon Route 53 SLA: http://aws.amazon.com/route53/sla/
• Amazon RDS SLA: http://aws.amazon.com/rds-sla/
• AWS Shield Advanced SLA: https://aws.amazon.com/shield/sla/
Well-architected solutions on AWS that leverage AWS Service SLA’s and unique AWS capabilities such as multiple Availability Zones, can ease the burden of achieving specific SLA requirements.
|Approach to resilience||
The AWS Business Continuity plan details the process that AWS follows in the case of an outage, from detection to deactivation. AWS has developed a three-phased approach: Activation and Notification Phase, Recovery Phase, and Reconstitution Phase. This approach ensures that AWS performs system recovery and reconstitution efforts in a methodical sequence, maximizing the effectiveness of the recovery and reconstitution efforts and minimizing system outage time due to errors and omissions.
AWS maintains a ubiquitous security control environment across all regions. Each data centre is built to physical, environmental, and security standards in an active-active configuration, employing an n+1 redundancy model, ensuring system availability in the event of component failure. Components (N) have at least one independent backup component. All data centres are online and serving traffic. In case of failure, there is sufficient capacity to enable traffic to be load-balanced to the remaining sites.
Customers are responsible for implementing contingency planning, training and testing for their systems hosted on AWS. AWS provides customers with the capability to implement a robust continuity plan, including the utilization of frequent server instance back-ups, data redundancy replication, and the flexibility to place instances and store data within multiple geographic regions across multiple Availability Zones.
|Outage reporting||Public dashboard; personalised dashboard with API and events; configurable alerting (email / SMS / messaging)|
Identity and authentication
|User authentication needed||Yes|
|Other user authentication||
AWS controls access via unique user ID/password authentication. No actions are permissible without authentication. Remote access is multi-factor, login attempts are limited, remote administrative access attempts are logged and reviewed by Security. Suspicious activity initiates incident response procedures.
A session lock out policy that is systematically enforced: locks are retained until identification/authentication procedures are concluded.
AWS’s Identity and Access Management (IAM) system controls access to AWS services/resources. IAM facilitates the issuance of access permissions per user/group. MFA is available at no extra cost.
Other supported user authentication protocols include: - single sign on - OAuth 2.0 - SAML
|Access restrictions in management interfaces and support channels||
IAM provides user access control to AWS services, APIs and specific resources. Other controls include time, originating IP address, SSL use, and whether users authenticated via MFA devices.
API calls can be encrypted with TLS/SSL for confidentiality and customers can use TLS/SSL-protected API endpoints.
API calls can be encrypted with TLS/SSL for confidentiality and customers can use TLS/SSL-protected API endpoints.
|Access restriction testing frequency||At least every 6 months|
|Management access authentication||2-factor authentication|
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||You control when users can access audit information|
|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||No|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||No|
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||
|Other security governance standards||
Cyber Essentials Plus; ISO 27017; ISO 27018; SOC 1/2/3
Cloud security at AWS is the highest priority. As an AWS customer, you will benefit from a data centre and network architecture built to meet the requirements of the most security-sensitive organizations.
|Information security policies and processes||
AWS implements formal, documented policies and procedures that provide guidance for operations and information security within the organisation. Policies address purpose, scope, roles, responsibilities and management commitment.
Employees maintain policies in a centralised and accessible location. AWS Security Assurance is responsible for familiarizing employees with the AWS security policies.
AWS has established information security functions that are aligned with defined structure, reporting lines, and responsibilities. Leadership involvement provides clear direction and visible support for security initiatives.
The output of AWS Leadership reviews include any decisions or actions related to:
• Improvement of the effectiveness of the ISMS.
• Update of the risk assessment and treatment plan.
• Modification of procedures and controls that affect information security to respond to internal or external events that may impact the ISMS.
• Resource needs.
• Improvement in how the effectiveness of controls is measured.
Policies are approved by AWS leadership at least annually or following a significant change to the AWS environment.
|Configuration and change management standard||Supplier-defined controls|
|Configuration and change management approach||
Changes to AWS services and features follow secure software development practices, including security risk reviews prior to launch. Developer access to production environments is via explicit access system requests, subject to owner review and authorisation.
Teams set bespoke change management standards per service, underpinned by standard AWS guidelines.
All production environment changes are reviewed, tested and approved. Stages include design, documentation, implementation (including rollback procedures), testing (non-production environment), peer to peer review (business impact/technical rigour/code), final approval by authorised party.
Emergency changes follow AWS incident response procedures. Exceptions to change management processes are documented and escalated to AWS management.
|Vulnerability management type||Supplier-defined controls|
|Vulnerability management approach||
AWS Security performs vulnerability scans on the host operating system, web applications, and databases in the AWS environment. Approved 3rd party vendors conduct external assessments (minimum frequency: quarterly). Identified vulnerabilities are monitored and evaluated. Countermeasures are designed and implemented to neutralise known/newly identified vulnerabilities.
AWS Security monitors newsfeeds/vendor sites for patches and receives customer intelligence via http://aws.amazon.com/security/vulnerability-reporting/.
AWS customers are responsible for all scanning, penetration testing, file integrity monitoring and intrusion detection for their Amazon EC2 and Amazon ECS instances/ applications. Scans should include customer IP addresses (not AWS endpoints). AWS endpoint testing is part of AWS compliance vulnerability scans.
|Protective monitoring type||Supplier-defined controls|
|Protective monitoring approach||
AWS deploys (pan-environmental) monitoring devices to collect information on unauthorized intrusion attempts, usage abuse, and network/application bandwidth-usage. Devices monitor:
• Port scanning attacks
• Usage (CPU, processes, disk utilization, swap rates, software-error generated losses)
• Application metrics
• Unauthorized connection attempts
Near real-time alerts flag potential compromise incidents, based on AWS Service/Security Team- set-thresholds.
Requests to AWS KMS are logged/ visible via the account’s AWS CloudTrail Amazon S3 bucket. Logs provide request information, under which CMK, and identify AWS resources protected through the CMK use. Log events are visible to the customer after turning on AWS CloudTrail in their account.
|Incident management type||Supplier-defined controls|
|Incident management approach||
AWS adopts a three-phased approach to manage incidents:
1. Activation and Notification Phase
2. Recovery Phase
3. Reconstitution Phase
To ensure the effectiveness of the AWS Incident Management plan, AWS conducts incident response testing, providing excellent coverage for the discovery of defects and failure modes as well as testing the systems for potential customer impact.
The Incident Response Test Plan is executed annually, in conjunction with the Incident Response plan. It includes multiple scenarios, potential vectors of attack, the inclusion of the systems integrator in reporting and coordination and varying reporting/detection avenues.
|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|
|Price||£30 to £100 per user per month|
|Discount for educational organisations||No|
|Free trial available||Yes|
|Description of free trial||
For more info see https://www.smartagent.io/amazon-connect
|Link to free trial||Www.smartagent.io|