LogMeIn

Bold | Bold360

Bold360 agent is a customer engagement solution that enable organizations to directly engage with and provide assistance to end-users via a variety of digital channels through a set of features which may include live agent or automated interactions.
Bold360ai is a customer engagement solution that includes artificial intelligence-based self-service capabilities,

Features

  • Omni-channel customer engagement solution
  • Intelligent Automation
  • Customization of chat windows and messaging
  • Seamless integration with in-house chatbot solution (add-on)
  • Protection of sensitive data and access login and permissions
  • 360-Degree of Customer in Agent Workspace
  • DIY intergrations and APIs
  • Reporting and analytics
  • Remote Support and Co-Browsing
  • Agent Handoff and Collaboration

Benefits

  • Increase Customer Satisfaction
  • Offer robust capabilities with quick deployment
  • Increase Agent Productivity
  • Automation leads to reduction in contact center volume
  • Deliver outstanding customer experience (CX)
  • Create Consistent Customer Experiences with Satisfied Results
  • Lower inquiry handling time
  • Maximize every visit of website traffic
  • Reliable, scalable and secure to protect all customer data

Pricing

£1080 per licence per year

  • Education pricing available

Service documents

G-Cloud 11

157383127856198

LogMeIn

Channel Sales operations @ LogMeIn

00353858885888

PartnerOps-International@logmein.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints Requires internet connection
System requirements For Bold360 agent: https://help.bold360.com/help/EN/Bold360/Bold360/c_sys_reqs.html

User support

User support
Email or online ticketing support Email or online ticketing
Support response times For Basic support, Tickets can be submitted seven days a week, and will be addressed during normal business hours only in the order in which they are received (Sunday 8pm – Friday 9pm EDT).
All tickets submitted by a VIP customer will take priority in the queue; VIP Support is available 24x7x365
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 No
Onsite support Yes, at extra cost
Support levels Bold360 provides two support models to meet the diverse business needs of our customers. Our Basic Support, which is included with all Rescue licenses, and our enhanced VIP Support. The Basic Support offering will provide customers with direct access to live phone support, instant chat, and unlimited ticket submission. Live phone support and instant chat is available Sunday 8pm – Friday 9pm EDT. The VIP Support offering (required for all Bold360 ai customers) will provide customers with VIP 24/7/365 priority queue phone support with experienced Technical Account Managers. The priority queue will ensure a faster initial response and accelerated service for quicker resolution. All tickets submitted by a VIP customer will take priority in the queue. In addition, VIP Support includes direct portal access. Customers with portal access can submit and manage their tickets, as well as check on the status of all past and current ticket submissions. Our VIP support organization’s mission is to provide a team dedicated to ensuring our VIP clients receive full value from their investment with us and always obtain complete satisfaction with our service offerings.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Upon award of contract, a team is assigned to appropriately meet the needs of Progressive including but not limited to: Dedicated Sales Executive, Product Specialists, Solutions Consultant, Professional Services Consultant, Customer Success Agent, and TRM are assigned to ensure deployment and continued onboarding/support is a success.At the kick off of the project, the Professional Services team will be available to ensure that your implementation needs are met from onboarding to implementing and integrating Bold360. Once this is completed and signed off you will have the support of a CSM and Account Manager, in addition to Basic/VIP support. As part of the PS engagement, LogMeIn will develop the project plan, outlining timelines, milestones and key deliverables upon finalization of a mutually agreed upon project requirements scoping document.
Online training, user documentation and help videos are available 24x7 for free.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats
  • Video
  • TBD based on requirements of onboarding and implementation
End-of-contract data extraction At any time, Customers may request the return or deletion of their Content through standardized interfaces. If these interfaces are not available or LogMeIn is otherwise unable to complete the request, LogMeIn will otherwise make a commercially reasonable effort to support the Customer, subject to technical feasibility, in the retrieval or deletion of their Content. Additionally, Customer Content will be deleted within thirty (30) days of Customer request.
Customer's Bold360 Content shall automatically be deleted within ninety (90) days after the expiration or termination of their final subscription term. Upon written request, LogMeIn will certify to such Content deletion.
End-of-contract process As specified in the "End-of-contract" process, each customer may delete or export relevant Customer Content, and in any regard, such Content would be subject to reasonable retention periods (as specified in the "end-of-contract data extraction" section above). Additional information can be found at the product-specific Security and Privacy Operational Controls found at: https://www.logmeininc.com/trust/resource-center. LogMeIn is always seeking feedback and areas for improvement, both throughout the contract lifecycle, as well as thereafter; this may include, if permitted to do so, soliciting input from our users.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Bold360 supports mobile integration, both through mobile web browser optimized touchpoints, as well as native integration into mobile apps via our SDK and API options. We provide a full SDK and API, along with thorough documentation that your developers can utilize to customize their in app Bold360 experience. Optional Professional Services may be added on.
Accessibility standards WCAG 2.1 AAA
Accessibility testing We conducted 3rd party independent assessments to train our teams on development practices and tools required to achieve WCAG 2.1 Level AA compliance. These include the following testing methods:

JAWS 15 (or above) screen reader with Internet Explorer 11
NVDA screen reader with Firefox
Dragon naturally speaking with Internet Explorer 12+
ZoomText 10+ with Internet Explorer
Ensure the service can be used without a mouse with Chrome
Ensure the service is accessible to people who have a disability but do not require assistive technology – Chrome/Safari
Colour Blind, Dyslexic, Learning Disabilities, Deaf, Aspergers, and Anxiety/Panic disorder
Testing on iPad and iPhone using native browser
VoiceOver with Safari on iPhone
Zoom with Safari on iPad
TalkBack on Android
These were conducted both via automated and manual testing approaches
API Yes
What users can and can't do using the API Our suite of APIs provide a vendor agnostic approach for integration at the data layer. This ensures flexibility towards a wide variety of integration needs. Data derived from the use of the system is exposed in several manners, all of which may be incorporated into your current CRM without requiring a lot of heavy lifting. These APIs are REST based. Further information can be found here… http://support.nanorep.com/API-Integrations/
API documentation Yes
API documentation formats Open API (also known as Swagger)
API sandbox or test environment Yes
Customisation available Yes
Description of customisation The Bold360 Agent system and interface provides multiple points of customization. 
Interface customization includes:
Customizable multi-swimlane agent interface (optimized for multiple simultaneous conversations)
Focused/maximized mode for individual conversations
Configurable, responsive Administrative Dashboard
Interface localization
Contextual visitor information
Customizable to pass visitor data available after authentication
Device visibility
Multi-work item view, allowing agent to monitor and work across multiple chat engagements.
Customizable chat canned message library, supporting Smart Responses (suggestive canned messages based on previous visitor messages).
Bi-directional integration for external service/data sources connection
Remote desktop support
You can access the entire window code from the client application and significant customizations can be made. Nearly every element of Bold360 is configurable. The layout of the agent interface can be widely customized as can the folders and composition of all canned messages. We offer the most hands-on proactive chat engine in the industry. The invitations and an unlimited set of rules are all under your control. Almost all aspects of the solution can be fully customized and presented with your branding at any time with ZERO intervention from, or involvement with, LogMeIn. If additional resources or assistance is needed we have a Professional Services team (scoped/priced according to project)

Scaling

Scaling
Independence of resources LogMeIn leverages a multi-tenant architecture which is logically separated at the database level based on the organization’s LogMeIn account. Only authenticated parties are granted access. Solution is built with full redundancy of our data centers, reducing the risk of downtime and single-point-of-failure.
Bold360ai services are exclusively hosted in Amazon Web Services (AWS). AWS’s datacenters are state of the art, utilizing innovative architectural and engineering approaches. Bold360ai has near instantaneous fail-over capabilities for most failure scenarios. DRsite is running in separate AWS availability zones, and leverages AWS’s high availability and load balancing facilities.T

Analytics

Analytics
Service usage metrics Yes
Metrics types An overview of Bold360 Reporting features; Chat, Visit Reports, Login, Conversion Summary, Email , FacebookMessenger , File Transfers, Remote Access, and Basic Reports. See URLs for a comprehensive list of reports available  http://help.boldchat.com/help/BoldChat/c_bc_reports_by_edition.html and https://help.bold360.com/help/EN/Bold360/Bold360/c_reports360.html. Real-time and historic activity is easily viewable in the Bold360 Dashboard. Viewable metrics include; chats/texts/emails by operator/folder.
See the performance of all of your account’s activity in real time from any desktop, tablet or phone. Bold360 gives you instant insights into your business’s performance with 360-degree views, interactive graphs and custom filters.You can set up alerts based on website or agent activity
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 Other security clearance
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)
  • EU-US Privacy Shield agreement locations
  • 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 At least once a year
Penetration testing approach Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
  • Other
Other data at rest protection approach Bold360 data is encrypted at rest with 256-bit keys using Advanced Encryption Standard (AES).
Data sanitisation process Yes
Data sanitisation type 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 importing and exporting
Data export approach Customers can export their content and delete certain collected information in the system. Data retention settings offer enterprise customers the option to automatically purge data on a periodic schedule. These features may allow a customer to meet requirements around deletion of personal data after its intended use is complete, consent is withdrawn or if a legitimate business purpose no longer exists.
Built for programmatic, bulk exports of data, the JSON REST-based Extraction API is ideal for custom reporting, record keeping, data warehousing or business intelligence needs. With Bold360, you have full access to out-of-the-box reports, as well as raw data.
Data export formats
  • CSV
  • Other
Other data export formats Export+retrieve reports to JSON/CSV using API’s or to CSV
Data import formats
  • CSV
  • Other
Other data import formats JSON via API

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection between networks Data transmissions are encrypted using up to 256-bit SSL TLS 1.2.
LogMeIn network architecture is segmented into public, private, and integrated lights out(iLO) management network zones. Public zone contains internet-facing servers; all traffic that enters this network must transit a firewall. Only required network traffic is allowed; all other network traffic is denied; no network access is permitted from public zone to either private or iLO management network zones.
Private network hosts application-level administrative and monitoring systems, and iLO management network zone is for hardware and network administration and monitoring. Access to networks is restricted to authorized employees via two-factor-authentication.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection within supplier network The LogMeIn network architecture is segmented into public, private, and integrated lights out (iLO) management network zones. The public zone contains internet-facing servers; all traffic that enters this network must transit a firewall. Only required network traffic is allowed; all other network traffic is denied; no network access is permitted from the public zone to either the private or iLO management network zones.

The private network hosts application-level administrative and monitoring systems, and the iLO management network zone is for hardware and network administration and monitoring. Access to these networks is restricted to authorized employees via two-factor authentication.

Availability and resilience

Availability and resilience
Guaranteed availability LogMeIn strives for high redundancy and availability of our services and infrastructure. Publicly available status updates are available at: https://status.bold360.com/
Service Level Agreements are mutually agreed upon and covered in the Terms of Service and/or written agreement for the LogMeIn services with our customers.
Approach to resilience Bold has near instantaneous fail-oer capabiilities for most failure scenarios. The production datacenters utilize redundant high-speed network conections. There are pools of redundant servers across geographically distant data centers. Load balancers distribute network traffic among these servers and maintain the availability of these servers in the event of sver or datacenter faulures.
The Bold database is synchronized every five minutes to another data center. In addition, a differential back-up is completed nightly, and full backups are conducted every weekend. The backup database is stored with the same encryption as the original. Backups are retained on-prem for one week. IN the event of a complete faulure of the data center hosting the primary database, Bold is designed to be restored within fifteen minutes
Outage reporting A public dashboard available at status page.

Email alerts are provided to VIP support customers

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
Other user authentication Single Sign-On integration is available for Enterprise subscribers to simplify the login process. Bold360 provides single sign on support based on SAML 2.0 protocol. Bold360 can be configured to force SSO login thus preventing security from being bypassed with standard login/password access.
Access restrictions in management interfaces and support channels Logical Access Control procedures are in place, designed to prevent or mitigate the thread of unauthorized application access and data loss in corporate and production environments. Employees are granted minimum (or "least privilege") access to specified LogMeIn systems, applications, networks and devices as needed. Further, user privileges are segregated based on functional role and environment. Users shall only be provided with access to the network and services that they have been specifically authorized to use.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

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 At least 12 months
Access to supplier activity audit information No audit information available
How long system logs are stored for At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications
  • SOC2 Type II
  • TRUSTe Verified Privacy
  • SOC 3
  • BSI C5
  • LogMeIn is EU-U.S. and Swiss Privacy Shield Certified

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards Other
Other security governance standards Other: SOC2 Type II, SOC 3
BSI C5
LogMeIn is EU-U.S. and Swiss Privacy Shield Certified
TRUSTe Verified Privacy
Information security policies and processes An Information Security Policy has been established at LogMeIn and assist in defining the role of technology and management at our organization. It is aligned to ISO27001:2013.
At least annually, applicable policies are reviewed by management to ensure that any procedures or standards are updated in accordance with contractual and legal commitments and company requirements/standards.
Security Policies are relayed to employees at the time of hire and available in the Employee Handbook. They are also communicated to all Global Employees on a regular basis. Additionally, they are hosted on our internal site. LogMeIn employees and temporary workers are informed on a continuous basis, as determined by the company, about security and privacy guidelines, procedures, policies and standards through various mediums of communication such as awareness campaigns, new hire on-boarding kits, webinars with the CISO, annual policy compliance, security training targeting specific roles (such as software developers), security champion programs, as well as visual media campaigns.
Please reference our Trust Center for further details: https://www.logmeininc.com/trust

Operational security

Operational security
Configuration and change management standard Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach A Change Management Policy has been developed in accordance with relevant commitments and requirements detailing the procedures for infrastructure and development changes, including design, implementation, configuration, testing, modification, and maintenance of systems, Further, processes and procedures are in place in order to verify that changes have been authorized, approved and tested before being applied to a production environment. Policies are in place to provide guidance for the management, modification, and implementation of system changes to infrastructure and supporting applications.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Internal and external system and network vulnerability scanning is conducted quarterly. Dynamic and static application vulnerability testing, as well as penetration testing activities for targeted environments, are also performed periodically. These scanning and testing results are reported into network monitoring tools and, where appropriate and predicated on the criticality of any identified vulnerabilities, remediation action is taken. Vulnerabilities are also communicated and managed with monthly and quarterly reports provided to the relevant development teams, as well as management.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach LogMeIn collects identified anomalous or suspicious traffic into relevant security logs in applicable production systems. They are received/reviewed by our NOC team, who respond immediately.
LMI incorporates vulnerability management and intrusion detection programs into its production and corporate IT environments, as well as perimeter devices designed to protect the network from external attacks. LMI regularly reviews relevant risks that may threaten the achievement of service commitments and updates to existing control activities and infosec policies are performed as deemed needed. The system is architectured to be able to identify, respond to and recover from potential availability events or security incidents.
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 SOC is responsible for detecting and responding to security events using security sensors and analysis systems to identify potential issues.
The Incident Response Plan has been developed to include appropriate security incident response process and is aligned with LogMeIn's communication and information security incident management polices and procedures. It is designed to manage, identify, and resolve relevant suspected, and/or identified security events across its systems and Services. Personnel are in place to identify, document, escalate, and triage potential information security-related events
and vulnerabilities, based on criticality, as well as escalate relevant events to management, where appropriate.

Secure development

Secure development
Approach to secure software development best practice Conforms to a recognised standard, but self-assessed

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £1080 per licence per year
Discount for educational organisations Yes
Free trial available No

Service documents

ods document: Pricing document pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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