GOSS Interactive Ltd

GOSS LiveChat

GOSS LiveChat enables website/intranet visitors to use instant messaging, for immediate response by your Contact Centre agents. Used by Customer Service Teams, Sales Teams and Support Teams to deliver improved levels of customer satisfaction within Local Government/Authorities/Councils, Central Government Agencies, NHS Trusts, Police Authorities and Housing Associations.

Features

  • Manage multiple live web chat conversations efficiently and effectively.
  • Provide easy immediate access to relevant help whenever customers require.
  • Invite additional agents into conversations when required.
  • Configure pre-filled “stock” responses for use where appropriate.
  • Provide optional transcripts to customers.
  • Indicate via website whether the Contact Centre is online/offline.
  • Preserve completed customer conversations in a “history” tab.
  • Share dynamic links with agents/citizens to find information faster.
  • Customise the GOSS LiveChat interface with your organisation’s branding.
  • Increase agent licences as demand requires.

Benefits

  • Cut service delivery costs. Cheaper than face-2-face/phone operational costs.
  • Provide instant personalised help to your customers.
  • Improved customer satisfaction: quicker access to appropriate agents.
  • Customers enjoy an improved on-line experience.
  • Customers can ask complex questions easily and securely.
  • Customers can request an email transcript of the chat.
  • 10 agent starter pack with flexible upgrades.
  • Improved customer service agent productivity with multiple concurrent chats.
  • Cross-sell and up-sell other services to customers.
  • Provide daily/monthly reporting statistics to managers.

Pricing

£290 to £600 per unit per month

Service documents

G-Cloud 11

315956290972532

GOSS Interactive Ltd

Simon Smith

+44 0 844 880 3637

enquiries@gossinteractive.com

Service scope

Service scope
Software add-on or extension Yes, but can also be used as a standalone service
What software services is the service an extension to All GOSS website/portal solutions including:
a) GOSS PLATFORMS Services: Digital Platform, SelfServe, Forms and Content
b) GOSS ENABLE IT Services: Apply, Book, Build or Case It.
c) GOSS FOR BUSINESS Services: Claims, Complaints, Registrars, Booking etc.

Also 3rd party CMS websites/intranet services.
Cloud deployment model Hybrid cloud
Service constraints Planned maintenance will be agreed as required.
Support for GOSS-trained users.
End users: Modern browser supporting JavaScript is required.
Roaming Profiles not supported.
Technical requirements listed in Service Definition.
System requirements
  • Client website embedded link loads JavaScript hosted in GOSS cloud.
  • LiveChat configuration process manages button images.
  • Agent app based on Open Source Spark IM.
  • Agent app: uses XMPP protocol to connect to LiveChat service.
  • Min OS: Windows 7 (64-bit)
  • Min Hard Disk: 100-150Mb Free Space, Min Processor: 1Ghz
  • Min memory: Agent application requires 80 – 100Mb of memory
  • Firewall/Network restricted access required.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Support response will vary in line with the Software Service purchased and the incident severity/nature. Responses from 30 mins to 4 hours. UK-based Service Helpdesk open 8am to 6pm Monday to Friday excluding Bank holidays for emails, calls, webchat where applicable. Online ticketing available 24/7/365. Hosting Monitoring provided 24/7/365. Please refer to detailed support SLAs in the GOSS Service Definition document.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.1 AA or EN 301 549
Phone support No
Web chat support Web chat
Web chat support availability 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard WCAG 2.1 AA or EN 301 549
Web chat accessibility testing Internal QA testing
Onsite support Yes, at extra cost
Support levels The GOSS Support provided within the GOSS Cloud Software Service fee includes:
- Service monitoring and maintenance by a team of dedicated Network Support Engineers, maintaining and supporting the hosting infrastructure 24/7/365.
- Application updates and patching as required by new software releases.
- Dependent upon the Software Service Level purchased, user support will be provided for GOSS-trained users by either (1) online 24/7/365 ticketing, (2) office hours webchat, or a combination of these. Incidents are allocated a priority level appropriate to the incident/issue and responded to accordingly - please see GOSS Service Definition for further details. Where applicable, a dedicated Client Support Technician is allocated, however all Help Desk staff are trained to support all clients. An Account Manager is allocated to each GOSS client and will be in regular contact, ensuring ongoing customer satisfaction. Support upgrades and additional support and consultancy can be provided based on a day rate or Service increase if required. Please refer to the GOSS Pricing and Service Definition Documents.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started Configuration: The client will complete the "LiveChat Configuration Options" requirements for on-boarding. For GOSS Content (CMS) or GOSS Digital Platform customers, the CMS/website will be configured using an inline to launch the GOSS LiveChat from the customer website. For other CMS customers, a JavaScript snippet will be provided for the client to embed on the website pages intended to link to GOSS LiveChat.

Training: A GOSS LiveChat training webinar is provided to up-skill the agents in managing live chats, editing canned responses etc.

Documentation: User documentation includes online documentation with install/config content.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction As detailed in the GOSS Client Service Manual, the secure off-boarding data extract process will be agreed as part of the Client Exit Plan and agreed within the Client Call-Off Contract. GOSS will provide a data extract in a structured, commonly used and machine readable format. Once complete and after the agreed retention period, data will be destroyed in line with GOSS ISO 27001 information security policies.
End-of-contract process The GOSS Exit Plan is deployed as per the initial Call-Off Agreement in line with GOSS ISO 27001 processes. The Leaver Checklist process actions are performed within the termination period and include: Data Extraction and Transfer, Financial Settlements, GOSS/Support Systems Access Disabled, GOSS Internal System Updates, Decommissioning of Servers, Supply Certificate of Destruction. Whether an exit occurs as a result of Contract Expiry or Termination, GOSS Interactive will ensure a continued service, as defined in the original contract, is maintained throughout the notice period, that relevant data is held, transferred, returned and destroyed securely, that knowledge and documentation transfer takes place as required, and that costs, timescales, governance and legal requirements are clear and transparent.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install Yes
Compatible operating systems Windows
Designed for use on mobile devices Yes
Differences between the mobile and desktop service The customer/citizen/external interface will work as per the desktop service.
Accessibility standards WCAG 2.1 AA or EN 301 549
Accessibility testing Internal QA testing
API No
Customisation available Yes
Description of customisation The administration console is used by GOSS to:
- Configure the customer interface colour and client logo
- Configure LiveChat online/offline logos/buttons
- Addition of global canned responses custom to client
- Change standard text
- Addition of initial screening conversation questions (such as purpose of chat etc.)
- Optional addition of workgroups (groups of agents) to allow routing to teams

Scaling

Scaling
Independence of resources Run on a scalable hosting infrastructure, the service itself its is configured to be managed by a specified number of agents with a defined number of concurrent chats at any one time. The service can be scaled up for additional agents for an increased fee.

Analytics

Analytics
Service usage metrics Yes
Metrics types Service Usage: Monthly/daily volumetric reports emailed.
Reporting types
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
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 United Kingdom
User control over data storage and processing locations No
Datacentre security standards Managed by a third party
Penetration testing frequency Never
Protecting data at rest
  • Physical access control, complying with another standard
  • Encryption of all physical media
Data sanitisation process Yes
Data sanitisation type Explicit overwriting of storage before reallocation
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 Agents: Provision of daily/monthly transcripts.
Customers: Ability to request email transcript on a chat by chat basis.
Data export formats Other
Other data export formats Emails
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection between networks GOSS can work with individual clients to ascertain and meet protection needs, based on their individual security/service requirements. Please note additional GOSS Cloud Support fees may be applicable.
Data protection within supplier network TLS (version 1.2 or above)

Availability and resilience

Availability and resilience
Guaranteed availability 99.95% LiveChat Service availability with 99.99% Network Availability. (Active use requires host website to be available).
24/7/365 hosting support.
See GOSS Terms and Conditions for Service Credit schedule relating to Service/Network availability.
Approach to resilience The GOSS Cloud Services infrastructure is powered by various public cloud providers including Amazon Web Services and Google Cloud Platform, enabling GOSS to deliver a cloud-agnostic, high performance, high security and most of all highly reliable platform for the delivery of client services. Further details on our approach to availability and resilience is available upon request and will be detailed in the client Services Manual provided to all GOSS clients.
Outage reporting Login to an availability dashboard will be provided on request.
For severe outages clients are advised via the GOSS Support Incident ticketing system.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Username or password
  • Other
Other user authentication Agent: Username and password
Customer: Not applicable
Access restrictions in management interfaces and support channels Interface: Management interfaces restricted to GOSS administrators via unique password.

Support: Provided only to GOSS trained staff as listed in the GOSS Support System. Support provide fixes only, any system config is subject to the GOSS ISO certified Change Control procedure which requires sign-off by system admin as defined in the GOSS Service Manual.
Access restriction testing frequency At least once a year
Management access authentication
  • Username or password
  • Other
Description of management access authentication Administrator interface is IP restricted to GOSS locations and accessible by named GOSS staff.

Audit information for users

Audit information for users
Access to user activity audit information Users contact the support team to get audit information
How long user audit data is stored for At least 12 months
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 Alcumus ISOQAR
ISO/IEC 27001 accreditation date 27/7/16
What the ISO/IEC 27001 doesn’t cover Nothing.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications Cyber Essentials Plus

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 GOSS are certified in ISO 27001:2013 for Information Security Management and ISO 9001:2015 for Quality Management. All GOSS Staff are inducted and regularly trained in all relevant ISO Information Security Policies and processes as defined in the GOSS Information Security Manual. GOSS employs an ISO Manager who (reporting into the MD) is responsible for ensuring the ongoing training, deployment, enhancement of the company ISO policies and to ensure that all staff comply. Internal and external audits take place regularly to ensure ongoing compliance. The GOSS secure staff Intranet includes links to the GOSS Information Security Manual, information asset list, statement of applicability and other information. There is also secured access to additional information and processes such as the Disaster Recovery Plan/Business Continuity Plan. The Information Security Manual (ISMS) details the company Security Policy, various staff/team responsibilities, risk management, asset management, HR Security, physical/environmental security, access control, operational control, Business Continuity Management. The Senior Management team are informed of any new ISO information/issues which are then shared as appropriate across the various teams - however ALL staff have a responsibility to ensure their actions are compliant with both ISO policies and procedures.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach All changes are assessed in line with our ISO 9001:2015 Change Control Process (details available on request), including security issues/risks/impact. Covers major releases, patches and hot fixes as required. All components are logged and managed via Subversion to enable a full roll back to previous versions. Subversion records changes made including user-ID, date and change reason. Code Changes audit trail includes the ability to compare versions across the entire delivery platform including templates, style sheets, JavaScript and application code. Staged deployment process across various environments. Hot fixes may be supplied and deployed as required to address urgent security issues.
Vulnerability management type Supplier-defined controls
Vulnerability management approach GOSS ISO 27001:2013 certified process: constant monitoring across all major security bulletins ensures that our Development/Network Engineers are immediately notified should problems arise. Actively review OWASP news feeds to learn, adapt to, implement latest security standards in all GOSS products and services.
Appropriate corrective action is taken quickly via the deployment of application patches/hot fixes to address new threats and vulnerabilities.
Network Engineers monitor security bulletins from relevant vendors and organisations such as CERT UK, US CERT, Cisco, Red Hat, Microsoft and VMware.
Protective monitoring type Supplier-defined controls
Protective monitoring approach GOSS ISO 27001:2013 process following industry best practice: Network Engineers monitor security bulletins from relevant vendors and organisations such as CERT UK, US CERT, Cisco, Red Hat, Microsoft and VMware and take positive action where required in line with the GOSS ISO Security Manual. A centralised site availability monitoring system is used to automatically alert engineers in and out of hours, depending on the impact and the severity of the event. An event will automatically get escalated if an on call engineer does not investigate within a certain period of time as per our Incident Management Policy and SLA.
Incident management type Supplier-defined controls
Incident management approach GOSS ISO27001 Security Manual details the Incident Management Policy for the management and reporting of security incidents. The objective is to minimise the damage from security incidents and to monitor and learn from such incidents. Process for incident management covering software, hosting or client support related issues including documented call-out procedure and escalation procedure. Support process defines incident priorities and response/resolution timescales.
Users report incidents via 24/7/365 online ticketing system, or via email, phone or LiveChat during stated helpdesk hours.
Incident reports and updates are provided via the GOSS online ticketing and reporting system.

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 £290 to £600 per unit per month
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Terms and conditions
Service documents
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