SBL Amazon Connect
Amazon Connect is a self-service, cloud-based contact-centre service that makes it easy for any business to deliver better customer service at lower cost. The self-service graphical interface in Amazon Connect makes it easy for non-technical users to design contact flows, manage agents, and track performance metrics.
Features
- Suits OFFICIAL (IL2) and OFFICIAL-SENSITIVE / HIGH workloads (IL3)
- Available in 1 EU Region - 3 Availability Zones
- NCSC Cloud Security Principles aligned, Security Cleared (SC) staff available
- Connectivity options: N3, HSCN, PSN, Police (ex-PNN), Janet, RLi, others
- Deploy into automated Infrastructure-as-a-Service (IaaS), Platform-as-a-Service (PaaS) architectures
- Securely share documents within an organisation
- Sync to PCs, Macs, Tablets and phones
- Comment and provide feedback on documents
- Integrate with existing directories, or launch a new AWS Directory
- Secure storage, control the region in which data is stored
Benefits
- Fully managed service, including telephone, no management of connections required
- High voice capability for interaction with end customers
- Anticipate end customer needs, predicting questions before asked
- Rich analytics – real-time customer insight on issues and performance
- Integrated role-based access control across all AWS services (IAM)
- Comprehensive, cross service API audit logging and security (CloudTrail)
- Integration with other AWS services (24x7 support and consolidated billing)
- Training and architectural patterns/guidance (well architected)
- Scalable and elastic, Pay as you go
- Reliable, highly available, fault tolerant and scalable
Pricing
£0.00 a unit an hour
Service documents
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Framework
G-Cloud 10
Service ID
1 6 6 8 1 4 6 4 1 7 5 7 7 9 6
Contact
BOXXE LIMITED
Kasia Regula
Telephone: 01347 812100
Email: tenders@boxxe.com
Service scope
- Software add-on or extension
- No
- Cloud deployment model
- Public cloud
- Service constraints
- Amazon Connect is available worldwide, but hosted in the North Virginia region.
- System requirements
- N/A
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
-
AWS Support case response time depends on severity. The support response times for Developer, Business and Enterprise Support tiers are listed below:
Developer:
General guidance cases < 24 business hours; system impaired cases < 12 business hours.
Business:
General guidance cases < 24 hours; system impaired cases < 12 hours; production system impaired cases < 4 hours; production system down cases
< 1 hour.
Enterprise:
General guidance cases < 24 hours; system impaired cases < 12 hours; production system impaired cases < 4 hours; production system down cases < 1 hour; business-critical system down cases < 15 minutes
Information: https://aws.amazon.com/premiumsupport/compare-plans/ - 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
- Yes, at an extra cost
- 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
- You can sign in to the Support Center at https://console.aws.amazon.com/support/home#/ by using the email address and password associated with your AWS account. To log in with other credentials, see Accessing AWS Support.
- Web chat accessibility testing
- None
- Onsite support
- Yes, at extra cost
- Support levels
-
Basic
24/7 customer service, support forums, 4 Core “Trusted Adviser” checks, personal health dashboard. No TAM. Free
Developer:
As above + business hours access to technical/architural Cloud Support Associates via email (one primary contact). No TAM. 3%x monthly AWS usage.
Business:
As above + 24/7 access to Cloud Support Engineers via email, chat and phone for unlimited contacts; architecture, 3rd party software and programmatic case management support. TAM. Greater of $100 or spend-dependent percentage (pm).
Enterprise
As above, plus architectural review, operations support, training, assigned concierge, proactive guidance, TAM. Greater of $15,000 or spend-dependent percentage (pm). - Support available to third parties
- Yes
Onboarding and offboarding
- Getting started
- AWS provides a range of resources to help customers get started on our services. These include: comprehensive documentation (in multiple formats), introductory videos, hands-on labs, online and in-person training, access to a large ecosystem of partners and support from the public sector account team.
- Service documentation
- Yes
- Documentation formats
-
- HTML
- End-of-contract data extraction
- Data may be copied out using AWS API tools to download data.
- End-of-contract process
-
Buyer may terminate the relationship with Supplier for any reason by (i) providing Supplier with notice and (ii) closing Buyers account for all services for which Supplier provide an account closing mechanism.
Buyers pay for the services they use to the point of account termination. Please see the AWS UK G-Cloud 9 Pricing Document affiliated with this Service in the Digital Marketplace.
Supplier customers retain control and ownership of their data. Supplier will not erase customer data for 30 days following an account termination. This allows customers to retrieve content from Supplier services so long as the customer has paid any charges for any post-termination use of the service offerings and all other amounts due.
Using the service
- Web browser interface
- Yes
- Supported browsers
-
- Firefox
- Chrome
- Application to install
- No
- Designed for use on mobile devices
- No
- Accessibility standards
- None or don’t know
- Description of accessibility
- Web based contact centre with all accessibility features, with audio features.
- Accessibility testing
- Not applicable.
- API
- Yes
- What users can and can't do using the API
- The Amazon Connect API Reference provides descriptions, syntax, and usage examples for each of the Amazon Connect actions, data types, parameters, and errors. Amazon Connect is a cloud-based contact center solution that makes it easy to set up and manage a customer contact center and provide reliable customer engagement at any scale.
- API documentation
- Yes
- API documentation formats
-
- HTML
- API sandbox or test environment
- No
- Customisation available
- Yes
- Description of customisation
- Time frames and displayed fields can be customised as needed. Customise Amazon Connect using Amazon Lex, an AI service with automatic speech recognition.
Scaling
- Independence of resources
-
Customer environments are logically segregated to prevent users and customers from accessing resources not assigned to them.
Services which provide virtualized operational environments to customers (i.e. EC2) ensure that customers are segregated via security management processes/controls at the network and hypervisor level.
AWS continuously monitors service usage to project infrastructure needs to support availability commitments/requirements. AWS maintains a capacity planning model to assess infrastructure usage and demands at least monthly, and usually more frequently. In addition, the AWS capacity planning model supports the planning of future demands to acquire and implement additional resources based upon current resources and forecasted requirements.
Analytics
- Service usage metrics
- Yes
- Metrics types
-
1. Call status
2. Errors
3. Queue wait time
4. ThrottledCalls
5. PacketLossRate - Reporting types
-
- API access
- Real-time dashboards
Resellers
- Supplier type
- Reseller (no extras)
- Organisation whose services are being resold
- AWS
Staff security
- Staff security clearance
- Conforms to BS7858:2012
- Government security clearance
- Up to Developed Vetting (DV)
Asset protection
- Knowledge of data storage and processing locations
- Yes
- Data storage and processing locations
- EU-US Privacy Shield agreement 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
-
AWS adheres to independently validated privacy, data protection, security protections and control processes. (Listed under “certifications”).
AWS is responsible for the security of the cloud; customers are responsible for security in the cloud. AWS enables customers to control their content (where it will be stored, how it will be secured in transit or at rest, how access to their AWS environment will be managed).
Wherever appropriate, AWS offers customers options to add additional security layers to data at rest, via scalable and efficient encryption features. AWS offers flexible key management options and dedicated hardware-based cryptographic key storage. - Data sanitisation process
- Yes
- Data sanitisation type
-
- Explicit overwriting of storage before reallocation
- Deleted data can’t be directly accessed
- Equipment disposal approach
- In-house destruction process
Data importing and exporting
- Data export approach
- Contact flows can be exported. When you export a contact flow, the most recently saved version of the flow you currently have open in the contact flow editor is exported as a UTF-8 encoded JSON document. Each block of your contact flow is included in the JSON document as a separate section. To import a contact flow, you just select the file and import it into the contact flow you have open in the contact flow editor. You can import a contact flow that you previously exported or one that was exported from a different Amazon Connect instance.
- Data export formats
- CSV
- Data import formats
- CSV
Data-in-transit protection
- Data protection between buyer and supplier networks
-
- Private network or public sector network
- TLS (version 1.2 or above)
- IPsec or TLS VPN gateway
- Data protection within supplier network
- Other
- 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
- Guaranteed availability
-
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
- User authentication
-
- Public key authentication (including by TLS client certificate)
- Username or password
- 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 to launch/terminate instances, change firewalls, and perform other functions are signed by customers’ Amazon Secret Access Key (either the root AWS Account’s Secret Access Key or the Secret Access key of a user created with AWS IAM). Amazon EC2 API calls cannot be made on customers’ behalf without access to customers’ Secret Access Key.
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
- Yes
- Who accredited the ISO/IEC 27001
- EY CertifyPoint
- ISO/IEC 27001 accreditation date
- 15/12/2017
- What the ISO/IEC 27001 doesn’t cover
- N/A
- ISO 28000:2007 certification
- No
- CSA STAR certification
- Yes
- CSA STAR accreditation date
- 11/11/2016
- CSA STAR certification level
- Level 2: CSA STAR Attestation
- What the CSA STAR doesn’t cover
- N/A
- PCI certification
- Yes
- Who accredited the PCI DSS certification
- Coalfire Systems Inc
- PCI DSS accreditation date
- 11/07/2016
- What the PCI DSS doesn’t cover
- N/A
- Other security certifications
- Yes
- Any other security certifications
-
- Cyber Essentials Plus
- ISO 27017
- ISO 27018
- SOC 1/2/3
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
-
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.
Operational security
- 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.
Secure development
- 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
- Yes
- Connected networks
-
- Public Services Network (PSN)
- Police National Network (PNN)
- New NHS Network (N3)
- Joint Academic Network (JANET)
- Scottish Wide Area Network (SWAN)
Pricing
- Price
- £0.00 a unit an hour
- Discount for educational organisations
- No
- Free trial available
- Yes
- Description of free trial
-
90 minutes per month of Amazon Connect usage
Local direct inward dial (DID) number for the AWS region
30 minutes per month of local (to the AWS region) inbound DID calls
30 minutes per month of local (to the AWS region) outbound calls - Link to free trial
- https://aws.amazon.com/free
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 tenders@boxxe.com.
Tell them what format you need. It will help if you say what assistive technology you use.