Pitney Bowes Software Europe Ltd

Pitney Bowes EngageOne™ Deliver

A complete, enterprise class, solution for managing in- and out-bound e-mail and SMS customer communications. It provides monitoring, management and work-flow processes to support the higher demands of sending service and transactional communications via digital channels.

Features

  • Web services and browser accessible system
  • Email and SMS Creation and Delivery
  • Email, SMS and attachment archiving
  • Bounce back management, graphic reporting and automated redistribution
  • Response handling, including workflow, auto archiving and association with original
  • Optionally provides encryption and digitally signs the e-mail body
  • E-mails with attachment(s) including: PDF, text, CSV, XML and ZIP
  • Categorization and routing of inbound messages based on their content
  • Mail list management for CAN-SPAM act compliance
  • Both built-in workflow and integration with 3rd party workflow solutions

Benefits

  • Provides customers the freedom to communicate on any channel
  • Provides single customer centric view in your contact centres
  • Improves customer care response
  • Ensure brand voice and messaging consistency across channels
  • Comply with storage and retrieval legislation for emails and texts
  • Complies with security regulations by featuring encryption and digital signatures.
  • Improve efficiencies and elevates call centre responsiveness
  • Reduce costs by routing inquiries automatically to appropriate teams
  • Manage bounces spam and other deliverability issues
  • Eliminate duplicate customer communication

Pricing

£4333 per unit

  • Free trial available

Service documents

G-Cloud 10

228332442577574

Pitney Bowes Software Europe Ltd

UK Sales Department

0800 840 0001

pbsoftware.emea@pb.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints Planned maintenance is 6am-10am each Sunday.
System requirements None required

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Target response is dependent on severity level:

Critical=within 30mins
High=within 4 hours
Medium=within 2 calendar days
Low=within 4 calendar days

Refer to the Software Support & Maintenance Handbook for full details.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.0 AAA
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support No
Onsite support Onsite support
Support levels Maintenance is included in all PBS software agreements and entitles you to the services, based on four maintenance levels, outlined in the Maintenance Service Matrix in the Software Support & Maintenance Handbook.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started On site training and user documentation is provided by Pitney Bowes.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction We will provide a data extract of the customers database in a format requested by the customer but usually this is in MS SQL Server, Oracle or CSV formats.
End-of-contract process Data extraction at the end of the contract is an additional cost to the customer and priced at the time of request.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Firefox
  • Chrome
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service No difference
Accessibility standards None or don’t know
Description of accessibility EngageOne™ Digital Delivery has been designed incorporating principles of WCAG, common to modern responsive and accessible online service interfaces. In addition, EngageOne™ Digital Delivery's out of the box integration with EngageOne® Vault includes rendering formats meeting accessibility standards such as PDF/UA or ISO 14289, the International Standard for accessible PDF technology. Through this ability, accessibility for people with disabilities who use assistive technology such as screen readers, screen magnifiers, joysticks and other technologies to navigate and read electronic content can be supported.
Accessibility testing Testing for compliance is routinely carried out in conjunction with and by our customers to validate compliance.
API Yes
What users can and can't do using the API API's are used to integrate with other systems such as CRM or other internal business systems. Standard API's are REST web services. The API's are setup and deployed by Pitney Bowes, users are not able to setup API's themselves.
API documentation Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Customisations to the service's attribute names, settings and delivery profiles can be customised as part of the commercial off-the-shelf (COTS) functionality. Authorised users with access to an admin user account can configure and apply changes to the service.

Scaling

Scaling
Independence of resources PB have in place its own internal procedures to ensure users are not affected by demand by other users. Using industry standard tools, PB are able to closely monitor activity across all of its services and load balance where appropriate.

Analytics

Analytics
Service usage metrics Yes
Metrics types Percentage availability
Outages
Scheduled Maintenance
Reporting types Regular reports

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
User control over data storage and processing locations No
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
Data sanitisation process No
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach Users are able to download and export communications and data in portable formats as a standard capability through the service interface.
Data export formats
  • CSV
  • Other
Other data export formats PDF
Data import formats
  • CSV
  • Other

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks Legacy SSL and TLS (under version 1.2)
Data protection within supplier network Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability SLA is based on System Availability of 99.5%. For full details on the SLA see the Service Definition.
Approach to resilience 2 Geo redundant data centers with automated fail over in the event of disaster and Oracle data guarding to replicate data between the data centers.
Outage reporting Email alerts.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels Security model built into the software as well as integration via LDAP.
Access restriction testing frequency At least once a year
Management access authentication
  • Identity federation with existing provider (for example Google Apps)
  • 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 User-defined
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for At least 12 months
How long system logs are stored for Between 1 month and 6 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 BSI
ISO/IEC 27001 accreditation date 16/11/2915
What the ISO/IEC 27001 doesn’t cover This is accreditation for the data center services provided by Telstra.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications No

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 Pitney Bowes corporate policies and control framework are aligned with the ISO 27001 Information Security Program Management Standards. This includes pragmatic policies, procedures, standards and guidelines to support the information security requirements, with a focus on the most critical assets. This enables us to maximize efficiency and effectiveness by leveraging a common set of controls and policies to comply with many regulations.
Pitney Bowes information security policy framework includes documented policies, procedures, standards and guidelines to support our relevant information security requirements.
There are 2 separate teams one for privacy and one for Information Security

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach The servers are monitored through SSCM and all assets are maintained through a central inventory. The servers are scanned and patched for vulnerabilities periodically.
A committee reviews the changes to the server and the configuration. The committee decides based on the test results and the risk involved. The changes are not performed without prior approval from the committee and the stakeholders. The normal change requests go through complete phase of stakeholder approvals, testing and UAT.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Scan is run on servers, once every month using Vulnerability Assessment tool The vulnerabilities are identified, remediation for the identified vulnerabilities are completed within 30 days All stakeholders are informed and the same change management process applies to the remediation process. There are various ways including the VA update and emails where we get inputs on potential threats.
Protective monitoring type Supplier-defined controls
Protective monitoring approach At the desktop Level, AVs are installed and updated which does real time monitoring on potential threats. At the network level, the traffic are regulated through firewall. We also have IDS which analysis traffic and whenever a potential attack is identified an automatic ticket is raised under security incident queue and get resolved based on the severity. The responses are provided based on the severity level.
Incident management type Supplier-defined controls
Incident management approach Multiple IDS devices are situated in the perimeter of the network which continuously monitor the inbound and outbound traffic. A 24x7 team monitors these incidents and provide real time solution. Timely escalations make sure all incidents are worked on priority and necessary patching or fixes are done following the change management process.

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 £4333 per unit
Discount for educational organisations No
Free trial available Yes
Description of free trial Details provided upon request

Documents

Documents
Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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