Contact Centre Systems

Artificial Intelligence Contact Centre Agent

An artificially intelligent Contact Centre agent that holds a conversation with website users to answer questions in natural language, also known as a Virtual Agent.

Virtual Agents can answer questions in multiple languages, scale instantly with demand and work 24x7 without a break.

Features

  • Understands natural language
  • Understands multiple languages
  • PCI DSS Compliant
  • Integrates securely with back office data

Benefits

  • Instantly scales with demand
  • Operates 24x7x365
  • Significantly reduces the cost of contact
  • Removes the need for human translation
  • Reduce the number of people required in the Contact Centre

Pricing

£25000 to £600000 per licence per year

  • Free trial available

Service documents

G-Cloud 10

237443739212674

Contact Centre Systems

Mark Tindal

07920498349

mark@contactcentresystems.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints There are no limitations.
System requirements
  • A website
  • Access to the website code

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Standard incident response times during working hours:

Critical Error: 2h
Major Error: 6h
Minor Error: 10h
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 9 to 5 (UK time), Monday to Friday
Web chat support Web chat
Web chat support availability 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard None or don’t know
How the web chat support is accessible Webchat conforms to the standards required for accessibility.
Web chat accessibility testing Standards are used.
Onsite support Yes, at extra cost
Support levels Support is included at no additional cost.

Incidents, questions and new feature requests can be submitted through https://backstage.inbenta.com

Standard incident response times during working hours:

Critical Error: 2h
Major Error: 6h
Minor Error: 10h
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Our team will train you to use Inbenta at no additional cost; training is built into the cost of the service.

The buyer will be given an on-site training and provided with all necessary documentation.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction We will maintain adequate back-ups of the Software and of all data belonging to you and shall have in place extensive and robust disaster recovery plans to ensure that your data is always protected and available to you when the contract ends.
End-of-contract process The contract covers the use of an agreed number of Cloud sessions at the agreed rate. At the end of the contract, access to those services will be removed and no further costs incurred by the buyer.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service • Veronica, an AI assistant, is available for all mobile devices
• Designed to provide customer service anywhere, 24/7
• Responds to questions instantly for all mobile device users
• Integrates with iPhone and Android speech recognition
• Can be implemented for your enterprise offering
Accessibility standards None or don’t know
Description of accessibility Lfbdfasdf
Accessibility testing Gadgasd
API Yes
What users can and can't do using the API All requests to Inbenta APIs endpoints must be authenticated and authorized:

Authentication is the method that the APIs use to identify you.
Authorization gives you the access token that manages your session.
There are three types of keys: API key, API secret and Domain key:

The API key identifies you.
The Secret grants access to your instance's data, but only for requests coming from your own server.
The Domain Key grants access to your instance's data, but only for requests coming from a browser (client-side integrations) and from a limited set of domains.
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 solution is highly customisable, including but not limited to how users will see the Virtual Agent, they'll have the choice of a simple question bar, a 2 dimensional avatar or a 3 dimensional animated avatar.

Scaling

Scaling
Independence of resources The software response time, measured as the time that the software takes to process a user query and determine the appropriate response, should always be less than 1000ms. The response time guarantee is defined under the same rules of Availability.

Analytics

Analytics
Service usage metrics Yes
Metrics types Backstage is a feature-rich web application used to monitor every aspect of the service. Including, but not limited to questions and answer performance, service impressions and user satisfaction.
Reporting types Real-time dashboards

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold Inbenta

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Developed Vetting (DV)

Asset protection

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 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 In-house
Protecting data at rest Encryption of all physical media
Data sanitisation process No
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 Users will have access to all information upon request in an agreed format.
Data export formats CSV
Data import formats CSV

Data-in-transit protection

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
  • Bonded fibre optic connections
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability Monthly: 99%
Quarterly: 99.50%
Yearly: 99.99%

Monthly Up Time is calculated over natural months and uses 30*24*60 minutes as a base

Quarterly Up Time is calculated every 3 months using these groups:

January – March
April – June
July – September
October – December
It uses 3*30*24*60 minutes as a base

Yearly Up Time is calculated over natural years. It uses 365*24*60 minutes as a base.
Approach to resilience Available on request.
Outage reporting Backstage, the online portal is updated immediately when service is interrupted.

Identity and authentication

Identity and authentication
User authentication needed No
Access restrictions in management interfaces and support channels Incidents, questions and new feature requests can be submitted through https://backstage.inbenta.com which is only accessible to registered users linked to a registered service account. Backstage is accessed by username and password.
Access restriction testing frequency At least once a year
Management access authentication 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 Users have access to real-time 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

Standards and certifications
ISO/IEC 27001 certification No
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 Available on request.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Available on request.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Available on request.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Available 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 Incidents, questions and new feature requests can be submitted through https://backstage.inbenta.com

Secure development

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

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £25000 to £600000 per licence per year
Discount for educational organisations No
Free trial available Yes
Description of free trial A free trial of both the Virtual Agent and the API are available on request and for an agreed period.

Documents

Documents
Pricing document View uploaded document
Terms and conditions document View uploaded document
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