Agilisys Ltd

Quality & Insight

Agilisys Quality and Insight is a quality management and evaluation platform that enables monitoring, review and improvement of customer service in Contact Centres, IT and HR Service Desks and online customer service provision. The platform enables calibration, reporting and improves customer experience.

Features

  • Hosted platform with desktop visibility
  • Employee scoring
  • Pan organisation calibration
  • Agent self-evaluation
  • Gamification
  • Compliance monitoring
  • Report reviewing and distribution
  • Secure Cloud environment
  • Flexible and customisable

Benefits

  • Enhance customer satisfaction, improve experience and reduce effort
  • Reduced call durations and call escalations
  • Accelerated speed to competency for new agents
  • Consistency in service performance
  • Reduced risk of service failure or compliance breach
  • Drive channel improvement from detailed insight reports
  • Improve efficiencies and reduce cost to serve
  • Platform fits around your process, not the other way around

Pricing

£99.00 per person per month

Service documents

G-Cloud 10

506804334994746

Agilisys Ltd

Darren London

07702 367779

info@agilisys.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Community cloud
Service constraints 9am to 5pm - Monday to Friday
System requirements Internet access to the required URL

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Within one business day
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 Due to the nature of the software being provided via the cloud support will done via calls or email the account manager. Is it not envisaged that on-site technical support is required. This could be arranged by exception.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started All work is documented and detailed in accordance with your requirements. A detailed scope of work is agreed upon at the start of any project to ensure that we design the exact scoring methodology and scoring templates in accordance with your existing or to-be processes. Each customer is provided with the relevant project materials where applicable. The install is straightforward. As a cloud based solution it is delivered to the user desktop via URL. There is no requirement to install software in your environment. The quality monitoring solution would be configured to meet with the quality design requirements captured during scoping. This forms part of our training as your quality analyst will be involved in configuration and UAT to complete knowledge transfer. The off-boarding process will identify the key tasks and activities to be undertaken to achieve the obligations of each party on termination or expiry of the service.
The Parties shall within the first 2 months from the Service Commencement Date prepare and agree an off-boarding process covering the obligations of both Parties in the event of the expiration or termination of the Agreement for any reason. All changes shall be agreed between Client and Supplier in writing.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Once we have received instruction that you are terminating the contract we will extract all the data into a archive folder and give the user a copy.
End-of-contract process At the end of the contract the archived folder will be sent to the user and once they have confirm they have the archived folder the whole instance will be deleted. This includes any calls that have been saved onto the system. There may be additional cost to archive all the data this will depend on the size of the operation and the volume of data.

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 WCAG 2.0 A
Accessibility testing N/A
API No
Customisation available Yes
Description of customisation Can only be customised in the sense of the software allows you to build unique scorecards that are completing bespoke to your company.

Scaling

Scaling
Independence of resources The platform is deployed with adequate capacity to handle multiples of the present load at any time.

Analytics

Analytics
Service usage metrics No

Resellers

Resellers
Supplier type Reseller providing extra support
Organisation whose services are being resold Scorebuddy

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 European Economic Area (EEA)
User control over data storage and processing locations No
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 Scale, obfuscating techniques, or data storage sharding
Data sanitisation process No
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 We will export your data for you
Data export formats CSV
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)
Data protection within supplier network TLS (version 1.2 or above)

Availability and resilience

Availability and resilience
Guaranteed availability Aside from service restore within 24 hours, we do not offer any service levels within the base service but we are prepared to agree Service Levels with individual Customers on a bespoke basis for those Customers who do require the comfort of SLA’s.
These agreements will incur additional charges in line with the SLA’s required.
Financial recompense is not provided in the event of a failure to meet service levels unless agreed otherwise.
Approach to resilience Available on request
Outage reporting Any planned outages will be sent via an email to the account manager also a notice will be put on the front page of the platform of any schedule outages with will always be planned out of hours.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Public key authentication (including by TLS client certificate)
Access restrictions in management interfaces and support channels The platform has permission based access.
Access restriction testing frequency Never
Management access authentication Public key authentication (including by TLS client certificate)

Audit information for users

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 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 Yes
Who accredited the ISO/IEC 27001 SGS UK Limited
ISO/IEC 27001 accreditation date 30/03/2017
What the ISO/IEC 27001 doesn’t cover Our ISO:27001 is for the provision of Infrastructure as a Service platform and supporting services including service management and application management.
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 Agilisys follow our Information Security Policy and we are ISO:27001 certified

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach All changes undergo a change process where the developers ensure the validation of all input, proper error handling, secure cryptographic storage, secure communications, proper role-based access control (PCI 6.3.1.1-5) before completing testing. At this point it is made available to the client to conduct acceptance tests and will be deployed to the production server. In deploying to the server first a copy of the original application is taken and stored in order that we can roll back to the initial iteration of the application were a problem to arise. All standard changes are communicated with the client before roll out.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Regular reviews of current threats, known vulnerabilities and recent security events are carried out:

- External Testing will be carried out by 3rd party from known IP addresses only.
- Internal Testing will be carried out via the pre-arranged & tested VPN service only.

We use Correlates industry standard identifiers such as CVE, OSVDB, BID, IAVA, OVAL, SANS/FBI Top 20, CVSS score, vendor ID, and many more to identify potential threats. Timescales for patches to be deployed based on threat are detailed in out testing methodology process
Protective monitoring type Undisclosed
Protective monitoring approach PCI DSS Requirement 11.3 requires us to have a documented Penetration Testing Strategy. Penetration tests are normally carried out after any significant changes or at least annually. Examples of significant changes are listed below (it is not an exhaustive listing):

• Hardware such as IDS systems & firewalls
• Software upgrades that could impact security (OS Migration)
• New system components
The Penetration tests should include Application & Network Layer testing

Internal & External Penetration testing will be carried out by a 3rd party supplier, they will carry it out using "White Box" testing.
Incident management type Undisclosed
Incident management approach All observed or suspected security incidents; weaknesses or threats are reported to the Incident Helpdesk. Where all threats will be categorized to aid in identifying if an incident has occurred then if applicable follow one of the detailed procedures from the incident responses policy. Copy of incident plan can be sent on request. The incident plan will be exposed to a hypothetical stress test once a quarter and the results will be logged.

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 £99.00 per person per month
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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