Agilisys Ltd

Knowledge Management

Agilisys Knowledge is a knowledge management solution deployed in inbound customer service environments, Contact Centres, IT and HR Service Desks, Web Self-Service areas and for enterprise internal knowledge management needs. The platform enables these groups to access vital knowledge quickly and easily through a simple to use natural language interface.

Features

  • A state-of-the-art search engine to locate information easily
  • Single access point to structure and manage information searches
  • Knowledge can be referenced through a workflow process
  • Communciation platform with full audit trails
  • Understand knowledge base use, missing knowledge and monitor user behaviour
  • Dynamic knowledge self-serve capability
  • Comprehensive Knowledge Management Tool
  • Auto email responses
  • Understand what staff, customer and client is searching for
  • Easy Content creation, in-line edit and re-work process

Benefits

  • Enhance customer satisfaction, improve user journeys and quicken resolution
  • Reduced call durations and call escalations
  • Accelerated speed to competency for new agents
  • Consistency in information provision to end users of the service
  • Dynamically created FAQs for fast access to common solutions
  • Improves service demand management by increasing self-serve capability
  • Drive channel improvement from detailed insight reports
  • Improve efficiencies and reduce cost to serve
  • Enhance and encourage Channel Shift and customer interactions
  • Create authoring workflow for each project / department

Pricing

£2.31 per user per day

Service documents

G-Cloud 9

463796213654186

Agilisys Ltd

Darren London

+44 (0) 7702 367779

gcloud@agilisys.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Community cloud
Service constraints Support availability from 9am-5pm Monday to Friday with option to extend to 11pm if required and requested.
System requirements
  • PDF reader for viewing pdf documents
  • A supported web browser, IE, Firefox or Chrome

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Email is included and automatically raises a ticket.
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support No
Onsite support Yes, at extra cost
Support levels A dedicated technical manager can be provided, requirements would be scoped and a day rate applied based on this. Implementation and business change support can be provided, requirements would be scoped and a day rate applied based on this.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started On-site train the trainer approach, through webinars (at client request) and documentation.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Users can extract their data through export process (in a csv or html format).
End-of-contract process This would be discussed, scoped and agreed with the client as part of exit planning process.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10+
  • 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 system is designed to scale dependent on the device which is being used.
Accessibility standards None or don’t know
Description of accessibility Accessibility is managed by the webpage used to view the application. Other web interfaces can be created to sit over the top of the application.
Accessibility testing N/A
API Yes
What users can and can't do using the API Clients can use the main features through the use of APIs e.g; Natural language search and fragment technology, Dynamic FAQs, Top Documents, Document lists, Required Reading and Login management.
API documentation Yes
API documentation formats PDF
API sandbox or test environment No
Customisation available Yes
Description of customisation The system can be configured within the application to create content templates, colours, tabs and message files can be altered by the client. Brand / departmental logos can be added to the knowledge base.

Scaling

Scaling
Independence of resources Our service is capacity managed to ensure that users are not adversely affected by other users. We proactively monitor and alert on service performance and share performance metrics with our customers.

Analytics

Analytics
Service usage metrics Yes
Metrics types The knowledge base metrics include; user behaviour and knowledge base searches, knowledge gaps, Top document usage, author workflow cycles - days requested information, date creation was picked up and by whom.
Reporting types
  • Real-time dashboards
  • Reports on request

Resellers

Resellers
Supplier type Reseller providing extra support
Organisation whose services are being resold Knowledge Powered Solutions

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Security Clearance (SC)

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 Yes
Datacentre security standards Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency At least every 6 months
Penetration testing approach ‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
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 If data is being migrated from another knowledge management system, then a csv or html format is supported.
Data export formats
  • CSV
  • Other
Other data export formats HTML
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats
  • MS Word
  • MS Powerpoint
  • PDF
  • HTML
  • Video
  • Images
  • MS Excel

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
Data protection within supplier network IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability Service levels vary dependant on the service options chosen. Further information is available in the service description
Approach to resilience The Agilisys platform is hosted in two UK Tier 3 Data Centres, these centres maintain ISO 27001: 2013 certification. Both sites benefit from temperature and humidity management to industry standards, diverse power supply including substations and UPS, multiple carrier links, inert gas and Vesda smoke detection fire controls, 24/7 onsite security, car trap entrance to site, man trap entrance to data halls, secure delivery processes and areas and strict access control.

Within and between our data centres, our platform has been designed with a minimum of n+1 resilience across all infrastructure, services and connectivity (including network and storage) Where specified, we offer disaster recovery and high availability services.
Outage reporting Alerts are generated by our monitoring platform that are received by our 24x7 Operations Centre. SMS text alerts and email notifications are generated and dispatched to user stakeholders for affected services.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels Access to the management LAN is via a physically separate dedicated firewall with different contexts deployed to secure and separate the traffic. Management access is granted only to UK based engineers that hold current Security Check (SC) Clearances. Two factor authentication, and strict segregation of administrative privileges is used to further control access.

Management traffic is segregated using physically separate firewalls, physical switches and separate partitions within the secure switches.
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • 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 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 Between 1 month and 6 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 SGS United Kingdom Limited
ISO/IEC 27001 accreditation date 30/03/2017
What the ISO/IEC 27001 doesn’t cover All aspects of our IaaS and supporting Service Management are included within the scope of our ISO27001:2013 Accreditation. Aspects of application and database operations are not included in the scope of the accreditation.
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 Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards PSN Code of Connection
Cyber Essentials
CESG 14 Cloud Security Principles
Information security policies and processes The Agilisys IaaS service, which underpins the PaaS, is ISO27001:2013 certified and has appropriate governance and processes in place. Certificate No: GB14/91147.

Agilisys has a comprehensive set of policies and standards covering our services, these are supplemented with “How To” documents, which cover the range of services providing practical method statements for common procedures when implementing platform and client services.

Agilisys have invested in our own, UK based, PSN accredited cloud Infrastructure-as-a-Service (IaaS) platform that assures the security of information we host and manage for our customers.

We operate an Information Security Management System (ISMS), incorporating best practice guidance from SANS Top 20 CIS Critical Security Controls and Good Practice Guides, our architecture and ISMS is certified to ISO27001:2013, and we are a certificated PSN Service Provider, following the PSN Code of Connection for our cloud infrastructure services. Agilisys comply with the CESG 14 Cloud Security Principles and are certified against the Cyber Essentials Scheme.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Our CMDB contains details of all the IT services delivered to our customers, together with relationships to the supporting services, shared services, components and Configuration Items (CIs) necessary to support the provision of the service.

Agilisys ensures the smooth running of operations using well-defined change management processes. Our Change Advisory Board (CAB) is managed to ITIL standards (assessed within the scope of ISO27001), with 98.5% of changes completing successfully.

Many of our processes are documented as standard changes, however service impacting or non-standard changes require a full change submission that may require communication with end customers via our servicedesk.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Agilisys engages accredited third parties to regularly conduct IT HealthChecks and conduct other testing of the IaaS and client environments. Timescales for implementing fixes and patches to address known and reported vulnerabilities are detailed in the Agilisys Patching Policy.Within VM's on Agilisys's datacenters ESET anti-malware and anti-virus is included in every virtual machine. Patches are deployed, once tested and signed off via CAB. Microsoft updates are received automatically. Other vendors (Adobe, Java, Citrix) are updates are assessed in response to alerts received.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Agilisys has a comprehensive incident Management Process and Security Operating Procedures in place.

A Security Information and Event Management (SIEM) tool has been deployed in addition to log capture on the IaaS Platform which monitors up to, but not within, tenant environments with logs filtered and supplied to our operations centre. The SIEM is configured in accordance with the our SIEM & GPG13 Protective Monitoring Audit Policy.

All firewalls (physical and virtual) and network switches are monitored by the SIEM tool and all Internet traffic is screened as part of a DDoS prevention system.
Incident management type Supplier-defined controls
Incident management approach Our Incident Management process is aligned to the ITIL Standard and has been audited and approved by external auditors as part of our ISO 27001 certification.

Agilisys’ Servicedesk function provides the single contact point for all Incidents, Requests and Changes. Operating 24x7 the service desk agents provide core services, including help and advice, and Major Incident Management. Accessible by telephone and email, once an incident call ticket has been raised, the desk retains control of the call. Escalations and communications including updates are accessible via the Servicedesk.

Major Incident reports are provided for all P1 incidents within 5 working days.

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 No

Pricing

Pricing
Price £2.31 per user per day
Discount for educational organisations No
Free trial available No

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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