This G-Cloud 10 service is no longer available to buy.

The G-Cloud 10 framework expired on Tuesday 2 July 2019. Any existing contracts with Agilisys Ltd are still valid.
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 a person 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 info@agilisys.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 10

Service ID

5 0 6 8 0 4 3 3 4 9 9 4 7 4 6

Contact

Agilisys Ltd Darren London
Telephone: 07702 367779
Email: info@agilisys.co.uk

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

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

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

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

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

Analytics

Service usage metrics
No

Resellers

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

Staff security

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

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 export approach
We will export your data for you
Data export formats
CSV
Data import formats
CSV

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

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

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

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

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

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

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

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Pricing

Price
£99.00 a person a month
Discount for educational organisations
No
Free trial available
No

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 info@agilisys.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.