Netpremacy Limited

Recursive Labs Realtime Visual Engagement Platform via Netpremacy

Realtime is the first cobrowse and advanced customer collaboration solution built for your enterprise organisation. Realtime engagement and co-browse tools allow your agents to see, share, and show with their customer. Realtime allows for engagement on a company web page, mobile application, and IoT devices.

Features

  • Omnichannel Cobrowse alongside your customers
  • Strict security standards
  • Open APIs and established integrations
  • Enhanced customer experience
  • Patented protection - image based screen transfer
  • Verify chain of custody and meet retention standards
  • No open ports within your firewall
  • Bandwidth friendly rendering
  • Utilize standard HTTP and Websockets protocols.
  • Operates within a browser

Benefits

  • Encourage customer loyalty
  • Engage with your customers as they move across channels
  • Guide customers through complex actions
  • Share documents and make notes
  • Record realtime sessions
  • Collaborate nearly anywhere on the web
  • View and interact with embedded webpages
  • Mobile Cobrowsing can be enabled
  • Integration with smart devices in the home

Pricing

£30 a user a month

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at aeden@netpremacy.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

4 7 2 0 8 2 1 0 4 9 2 3 1 7 4

Contact

Netpremacy Limited Andrew Eden
Telephone: 0113 366 2008
Email: aeden@netpremacy.com

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
CRM and Customer engagement, Omnichannel tools
Cloud deployment model
Public cloud
Service constraints
None
System requirements
  • Up to date browswer
  • Wifi / Data connectivity

User support

Email or online ticketing support
No
Phone support
No
Web chat support
No
Onsite support
No
Support levels
Back to vendor support included in the price of the license
Support available to third parties
No

Onboarding and offboarding

Getting started
We provide the vendors quick start services pack as part of the solution.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
No data is held in the solution, it is for co-browsing support only typically supplied as part of Zendesk SaaS
End-of-contract process
Product and services as ordered are included and vendor support within the SaaS license

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
  • MacOS
  • Windows
  • Windows Phone
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
The Recursive Labs Visual Engagement Platform allows agents to cobrowse and to engage with customers on mobile devices. The necessary code is embedded in your mobile application. From the app, an agent and a customer can then launch a session.

Furthermore, with mobile cobrowsing, a customer can turn on his or her camera for the agent to see what the camera shows. This feature can be helpful in many scenarios including troubleshooting hardware issues or when utilized by dispatched technicians.
Service interface
Yes
Description of service interface
Web Browser
Accessibility standards
None or don’t know
Description of accessibility
Co-browsing support solution accessible to all users
Accessibility testing
As part of vendors terms and conditions
API
Yes
What users can and can't do using the API
Integrate the solution within third party SaaS deployments
API documentation
Yes
API documentation formats
  • HTML
  • Other
API sandbox or test environment
Yes
Customisation available
No

Scaling

Independence of resources
We use an infinitely scaleable Enterprise hosting environment.

Analytics

Service usage metrics
No

Resellers

Supplier type
Reseller (no extras)
Organisation whose services are being resold
LumApps, Zendesk, Google G-Suite, GCP, RingCentral, Happeo

Staff security

Staff security clearance
Staff screening not performed
Government security clearance
Up to Security Clearance (SC)

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 every 6 months
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
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 export approach
This is not applicable
Data export formats
Other
Other data export formats
Not applicable
Data import formats
Other
Other data import formats
Not applicable

Data-in-transit protection

Data protection between buyer and supplier networks
TLS (version 1.2 or above)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
Via underlying hosting service (AWS instance)
Approach to resilience
Hosted on dedicated AWS with all the requisite benefits of their service
Outage reporting
Email alerts

Identity and authentication

User authentication needed
Yes
User authentication
2-factor authentication
Access restrictions in management interfaces and support channels
SAML2
Access restriction testing frequency
At least every 6 months
Management access authentication
2-factor authentication

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
User-defined
Access to supplier activity audit information
Users have access to real-time audit information
How long supplier audit data is stored for
User-defined
How long system logs are stored for
User-defined

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

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
CSA CCM version 3.0
Information security policies and processes
Industry standard

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
In house defined process
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Via service provider
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Industry standard
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
Industry standard

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

Public sector networks

Connection to public sector networks
No

Pricing

Price
£30 a user a month
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
You can try this innovative platform for FREE with the Realtime Essential Plan. We offer 3 plans designed to meet the specific needs of your organisation: Essential, Team and Enterprise.
Link to free trial
https://www.zendesk.co.uk/apps/support/recursive-labs-visual-engagement/

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at aeden@netpremacy.com. Tell them what format you need. It will help if you say what assistive technology you use.