Inform Communications Plc

Inform 360

Inform 360 Self Service is a range of automated, channel shift services designed specifically for UK public sector, central and local government. Unified communications services are created and deployed across IVR, email, mobile-web apps, SMS, chatbot and social-media from one central application and can be hosted and managed or self-managed.

Features

  • Seamless connection between IVR, sms, mobile-apps, webchat, social media channels
  • Library of proven process maps and scripts personalised for you
  • All production elements including voicing, editing and programming by Inform
  • Customer voice files transcribed and transmitted in compatible formats
  • Comprehensive reporting and analytics dashboard tracks usage and performance
  • Integration with / Interrogation of front and back office sytems
  • SMS with embedded urls used throughout ivr to promote channel-shift
  • ASR and CLI recognition to enhance and personalise customer experience
  • Inbound and pro-active outbound ivr, sms, email and chatbot services
  • 24/7/365 fully hosted and managed or self-managed services

Benefits

  • IVR, sms, mobile-apps, chatbot, social-media channels created from one application
  • Bespoke services built in 6 - 8 weeks
  • Typically resolves 50% of enquiries without live agent assistance
  • Fully hosted service works seamlessly with existing infrastructure
  • Release FTE's from simple, repetitive tasks with associated savings
  • Actively promotes and enables channel-shift from telephone and email
  • Increases capacity within contact centre without increasing headcount
  • Provides comprehensive customer service 24/7/365
  • Minimal input required from client operational and technical teams
  • Proven cost and efficiency savings

Pricing

£500 per unit

  • Education pricing available

Service documents

G-Cloud 9

356177055381325

Inform Communications Plc

Chris Owen

01344 706111

customerservices@inform-comms.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints Occasional planned maintenance. This is always carried out during off-peak periods with a minimum of 1 week's notice.
Access to the services is dependent upon:
Telephone and SMS services: Third party mobile and fixed line network availability.
Mobile App, email, chatbot and social media services: Third party internet availability
System requirements Ability to simply redirect enquires to the Inform 360 platform

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Within 15 minutes Monday to Friday 8am to 5pm
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 No
Onsite support No
Support levels Our Customer Services and Technical Services Teams provide support from 9am to 5pm Monday to Friday.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started After customisation of the services has been completed after full client liaison, the initial service set up is performed by Inform and this includes: Telephone / IVR: Recording, editing and publishing of all voice files (these can also be supplied by the client if required)
Email, chatbot and social media services - creation of bespoke front and back end screens.
Programming of all software systems.
Building of bespoke data collection, transcription and transmission services.
Because all creation and maintenance of the services are performed by Inform's Customer Service and Technical Teams, minimal training is required for client operational and technical personnel. Bespoke training notes and sessions are available on request.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Inform removes and deletes all client and customer data from the system on the expiration of the contract
End-of-contract process At the end of the contract all client and customer data is removed from the system and deleted and the chosen services cannot be accessed. There are no financial implications associated with ending the contract.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10+
  • 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 The telephone service can work via mobile and fixed line networks.
For those using email, chatbot and social media services, there are no differences between the standard mobile app. and desktop services.
Bespoke development available on request.
Accessibility standards WCAG 2.0 A
Accessibility testing These tests have not been requested by our clients so none have been performed to date. These can be performed on request.
API No
Customisation available Yes
Description of customisation Standard services are built on proven, best practice templates and scripts that have been developed over many years and after many millions of enquiries.
Inform's customer services team then works with clients to customise the services to ensure they meet their own unique requirements.
All initial and ongoing changes are then performed by the Inform Customer Service and Technical Teams.

Scaling

Scaling
Independence of resources Dual site Data Centres with ring-fenced resources ensure almost limitless capacity.

Analytics

Analytics
Service usage metrics Yes
Metrics types Comprehensive data on inbound and outbound usage across all chosen services / channels is available on the secure on-line administration portal. This includes but is not limited to volumes of enquiries, the customer journey within the services, for telephone / IVR services the duration of calls etc.
Reporting types
  • Real-time dashboards
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Baseline Personnel Security Standard (BPSS)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
User control over data storage and processing locations Yes
Datacentre security standards Supplier-defined controls
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 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 importing and exporting
Data export approach All customer data collected on the services is exported to the client by Inform in their chosen format.
Where required / available customer data can be loaded directly into client electronic forms
Data export formats
  • CSV
  • Other
Other data export formats Pdf
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)
  • 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 We have a comprehensive SLA guaranteeing 99.99% availability. Refunds of service charges are based on 1% of monthly service charges for every 10 minutes of service downtime.
Approach to resilience We have full dual site resilience. Full details available on request.
Outage reporting Email and telephone alerts.

Identity and authentication

Identity and authentication
User authentication needed No
Access restrictions in management interfaces and support channels User name 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 contact the support team to get 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 User-defined
How long system logs are stored for User-defined

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 accreditations No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation No
Security governance approach Strict Internal processes.
We are currently applying for BS ISO / IEC 27014:2013 and are happy to discuss other individual requirements from clients.
Information security policies and processes This an extensive, confidential document and is available on request

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach There are comprehensive, confidential implementation / configuration and change management procedures that have been honed over our 20 year history of supplying and maintaining secure managed and hosted services. These are available on request.
Vulnerability management type Supplier-defined controls
Vulnerability management approach An automated monitoring system tests the service 24/7/365 and alerts users and management via sms and email alerts. Patches / fixes are deployed asap depending upon the nature of the required fix. Service maintenance hours are 8am to 9 pm Monday to Friday
Protective monitoring type Supplier-defined controls
Protective monitoring approach An automated monitoring system tests the service 24/7/365 and alerts users and management via sms and email alerts. Patches / fixes are deployed asap depending upon the nature of the required fix. Service maintenance hours are 8am to 9 pm Monday to Friday with acknowledgment of any client issues provided within 15 minutes of receipt.
We are using a Security Information and Event Management (SIEM) product​ ​that​ ​provides​ us​ with a feature-rich SIEM complete with event collection, normalisation and correlation​. We react according to the threat identified and deal with ​the threat asap.
Incident management type Supplier-defined controls
Incident management approach Clients are informed of planned maintenance events at least one week in advance. Service issues are reported by clients via email. Where required, Root Cause Analysis (RCA) reports are provided via email within 5 working days of the event.

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks Yes
Connected networks Other

Pricing

Pricing
Price £500 per unit
Discount for educational organisations Yes
Free trial available No

Documents

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