VoxGen

Conversational IVR, SMS, Chatbot and Virtual Assistant Solutions

A high quality, IVR, SMS, Chatbot and Virtual Assistant hosting environment, with applications that can automate common customer service tasks like identification and verification, balance playback, order status etc using natural language understanding (NLU) and speech recognition in a modern, conversational system design with online configuration and reporting dashboard

Features

  • Supports IVR, SMS, Chatbot & Virtual Assistant
  • Fully hosted and Hybrid cloud options
  • Business intelligence reporting dashboard
  • Rapid real-time changes via admin console
  • Easy integration via web services of a flat file
  • Standalone or connect to existing telco via PSTN or SIP

Benefits

  • Improve customer experience
  • Reduce costs
  • Understand customer journeys and system performance
  • Enable agile customer experience delivery

Pricing

£0.02 per transaction per minute

Service documents

G-Cloud 10

344454091246755

VoxGen

Kevin Furlow

02074205900

kfurlow@voxgen.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints Applications are developed using VoxGen's Speech Wizard framework - either by VoxGen, or by your own team who get training and extensive documentation
System requirements
  • Any modern web browser to access BI and admin console
  • Applications are developed in Java (by us or you)

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Issues get categorised differently based on severity. Categorisations are either P1, P2, P3 or P4 and response time varies based on categorisation. If it is a P1 issue, which is the most serious and affecting the entire organisation the response is around 10-20 minutes
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 Fully managed service covering all aspects of cloud service, applications, monitoring and management tasks.
Cost varied depending upon complexity of applications.
Both technical account managers and cloud support engineers are provided.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Can provide online or onsite training. User documentation is provided.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Data can either be provided back to buyer or can be securely deleted
End-of-contract process Included in the price is all services agreed and paid for up to termination. Termination assistance to migrate buyer to a new supplier would be provided at an additional cost which depends upon the requirements of the buyer and would be priced and agreed in advance.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install No
Designed for use on mobile devices No
Accessibility standards None or don’t know
Description of accessibility Using screen reader technology
Accessibility testing None
API No
Customisation available Yes
Description of customisation We work with the buyer to design a system which meeting their requirements. The system is typically bespoke and customised to optimise end customer experience

Scaling

Scaling
Independence of resources Application segregation to agreed capacity limits. Capacity limits agreed with buyer. System design can factor burst limits beyond agreed capacity if requested.

Analytics

Analytics
Service usage metrics Yes
Metrics types Contact volume
Transfers to agent
Tasks attempted and completed
Repeat contacts
System exit reason
Speech Recognition performance by state
Caller journeys
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
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 CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach Users cannot export themselves. However, data can be provided upon request.
Data export formats Other
Other data export formats SQL upon request
Data import formats Other

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
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Other
Other protection within supplier network Sensitive data in transit across local networks is encrypted

Availability and resilience

Availability and resilience
Guaranteed availability In the event VoxGen fails in any Uptime Period to deliver Actual Availability that is less than the Uptime Guarantee, Customer may request a service level credit. The SLA Credit will be calculated as follows:
A * B
Where A = the Fee applicable to the Failure Period;
and B = the SLA Credit Percentage that corresponds to the Actual Availability Threshold as set forth in the table below:

Actual Availability Thresholds SLA Credit Percentage
If Actual Availability falls between 99.9% and 99.75% 1%
If Actual Availability falls between 99.75% and 99.5% 3%
If Actual Availability falls between 99.5% and 99.0% 5%
If Actual Availability falls between.99.0% and below 10%
Approach to resilience Operate multiple geographic redundant sites with real time replication of critical data. Services are provisioned using at least n+1 for all critical infrastructure.
Outage reporting E-mail alerts delivered to support team
Support team notify buyer. E-mail alerts can be created for buyer directly.

Identity and authentication

Identity and authentication
User authentication needed No
Access restrictions in management interfaces and support channels Access available from dedicated specific workstations only. Access to those workstations if controlled by VPN using multi factor authentication
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password

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 User-defined
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 Yes
Who accredited the ISO/IEC 27001 LRQA
ISO/IEC 27001 accreditation date 17/01/2018
What the ISO/IEC 27001 doesn’t cover We claim no exemptions
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 ISO27001.

Dedicated security manager who reports to the CEO and also provides confidential reports to the audit committee, which the CEO is not part of.

Regular internal and external audits ensure policies are followed

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach The change management and approval process is designed around ITIL methodology. All changes to systems must be submitted in advance, assessed for impact and approved before activities undertaken. Testing is done before changes are marked as completed. Automatic inventory systems record all component forming part of the solution.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Regular internal and external vulnerability scanning. Vendor update notification of patch releases. Subscription to vulnerability alerting services. Critical patches are applied in less than 30 days.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Employ host based intrusion detection and file integrity monitoring with active alerting. Support staff respond to incidents within 20 minutes and follow prescribed processes.
Incident management type Supplier-defined controls
Incident management approach We have pre-defined processes for common events. Users report incidents via e-mail or telephone. Incident reports are provided by e-mail.

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 £0.02 per transaction per minute
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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