Espire Infolabs Ltd

Customer Communication Management

Espire offers a comprehensive suite of Customer Communication Management services to enable inbound & outbound communication recipients using various channels like Print & dispatch, email, SMS, messengers ( WhatsApp, Facebook etc), available on Cloud as PaaS and onPrem.

Features

  • Full managed service model
  • Pay As you go and dedicated SaaS platform
  • Upscale and down scale SaaS service as business needed
  • Data Management (data cleansing, data enrichment)
  • Multichannel customer communication
  • Document generation and distribution
  • On-prem intigration

Benefits

  • Highly available and accessible solution
  • device access (Mobile, tablet, Laptop, Desktop)
  • Analyse data, build solutions, automate processes
  • create virtual agents in a quick span of time
  • Omni Channel communication
  • Enhanced customer experience
  • Capture customer insight to know your customer better

Pricing

£175 to £495 a person a day

  • Education pricing available
  • Free trial available

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 Pravin.Patel@espireinfo.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

6 5 6 0 9 1 8 6 6 2 2 0 9 9 2

Contact

Espire Infolabs Ltd Pravin Patel
Telephone: +447909118148
Email: Pravin.Patel@espireinfo.co.uk

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
Enterprise Content Management - WCM, DMS, Workflows etc.
Customer communication using different channel like whatsapp, facebook, SMS, Email, Print.
Inbound Communication to capture customer response and customer insight
integrated services with document management, workflow management and Automation.
Virtual agent (Chat Bot), live communications
Cloud deployment model
  • Public cloud
  • Hybrid cloud
Service constraints
None
System requirements
As per service requirements

User support

Email or online ticketing support
Email or online ticketing
Support response times
This is decided as per the SLA that is mutually agreed. Depending upon the priorities, it can vary from 15 mins - 4 hrs (Business hours).
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
Web chat
Web chat support availability
24 hours, 7 days a week
Web chat support accessibility standard
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
We use webchat provided by Jira which is WCAG2.1 AA
compliant to be used with Assistive technology users.
Onsite support
Yes, at extra cost
Support levels
We provide complete L1, L2 and L3 managed services based
on ITIL standards. Cost is based on general requirement and
Level of support required like L1, L2 & L3 We do provide
Technical, Account Manager and Support Engineer.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
We onboard our customers after agreeing on a Statement Of
Work . The On boarding phase covers team structure ,
project plan and knowledge transfer sessions. All of these
processes are documented and signed off by both parties.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
While On-Boarding, the Data is migrated on the cloud from
any legacy or old application. On Off-Boarding, client will
have full access to transfer data and then fully delete same.
Espire team will not change data. We have well established
data purging policies.
End-of-contract process
At the end-of-contract, Espire generate environment set up scripts and keep it for future reference with consent of customer. all the data files either handed over to customer or deleted from our environment.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Minor Interface/UI differences but all content remains same.
Service interface
Yes
Description of service interface
We use the web services/API interface provided by the solutions. However customer has to manage our console for managing their daily activities.
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
At Espire, the front end team is equipped to build user interfaces
for all kind of users be it visually impaired (Low vision, Blind or
Colour Blind) and hearing impaired users. Screen Readers (Jaws,
NVDA,VoiceOver): Following guidelines are followed for screen
readers 1. Option to navigate using keyboard only 2. Ensure all
content is easily accessible including dynamic content 3. Using
ALT tags in all images with a complete description 4. Using proper
hierarchical content and using HTML heading tags 5. Designing
forms with accessibility in mind and ensuring labels for each fields
6. Only using <TABLE> for tabular data Magnifiers: 1. Using font
sizes in 'em' 2. Using padding, margins also in percentage or in 'em'
3. Making the overall layout unbreakable for multiple level of zoom
Colour Blind Tests: 1. Testing the designs for AA and AAA level with
colour contrast analysers to make sure that there is significant
contrast for the foreground test elements against the background
used 2. Not using colour for mentioning certain elements and
always adding labels. Hearing impaired Tests: 1. Presenting text
alternatives for the audio elements 2. Making sure all the videos or
animations with sound have captions enabled.
API
Yes
What users can and can't do using the API
REST API for On-demand and interactive communication
API documentation
Yes
API documentation formats
PDF
API sandbox or test environment
No
Customisation available
Yes
Description of customisation
Buyer can customised aspects of the application like users, roles,
groups, user interface and limited business process. Users can
customise through user interface and configuration files.
Administrator and Power users will able to customise.

Scaling

Independence of resources
Espire Infolabs is experienced in managing the
client requirements effectively whether it involves
scaling of cloud infrastructure or count of team
members. In case of cloud service offerings we
can provide the scalability of infrastructure based
on scope of services and service window support.
And we can also provide required team members
for given services to meet the SLAs.

Analytics

Service usage metrics
Yes
Metrics types
Metrics types -The service metrics are created based on the Service Level Agreement parameters, such that there is clarity on the quantum of service delivered, quality of service delivered and effectiveness.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

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

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
  • Other locations
User control over data storage and processing locations
Yes
Datacentre security standards
Managed by a third party
Penetration testing frequency
At least once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
  • Encryption of all physical media
  • Other
Other data at rest protection approach
Hard disks of developers and all server
volumes are encrypted. Data in database are
also encrypted using AES 256 encryption.
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
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
User export data using different services and APIs.
and service dashboard will be provided by Espire.
Data export formats
  • CSV
  • Other
Other data export formats
XML
Data import formats
  • CSV
  • Other
Other data import formats
  • XML
  • Delimited file
  • AFP
  • Json
  • Text file

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection between networks
Our solutions uses multiple encryption methods, protocols, and algorithms across its products and services to help provide a secure path for data to travel through the infrastructure, and to help protect the confidentiality of data that is stored within the infrastructure. Protocols and technologies examples include: - Transport Layer Security/Secure Sockets Layer (TLS/SSL) - Internet Protocol Security (IPsec) and PCI.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection within supplier network
Our Solutions uses multiple encryption methods, protocols, and algorithms across its products and services to help provide a secure path for data to travel through the infrastructure, and to help protect the confidentiality of data that is stored within the infrastructure. Protocols and technologies examples include: - Transport Layer Security/Secure Sockets Layer (TLS/SSL) and PCI.

Availability and resilience

Guaranteed availability
Monthly Up time Percentage of 99.9% guaranteed.
We have defined service credits in our terms and
conditions for free hours of service in case of any
breach.
Approach to resilience
It’s available on request.
Outage reporting
Email and SMS alerts.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels
Role based access
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Username or password

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
At least 12 months
Access to supplier activity audit information
Users have access to real-time audit information
How long supplier audit data is stored for
At least 12 months
How long system logs are stored for
User-defined

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
UKAS Management System
ISO/IEC 27001 accreditation date
27/07/2018
What the ISO/IEC 27001 doesn’t cover
There is one exclusion for control A.14.2.7- Outsourced software development from ISO 27001 scope.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
  • ISO 27017:2015
  • ISO 27018:2019
  • ISO 22301:2012
  • ISO 9001:2015
  • ISO 20000-1:2011
  • ISO 27001:2013
  • CMMI Level 5 for Dev V1.3
  • CMMI level 5 for Services V1.3

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards
(a)ISO 27017- Information technology — Security techniques — Code of practice for information security controls based on ISO/IEC 27002 for cloud services
(b)ISO 27018 - Information technology — Security techniques — Code of practice for protection of personally identifiable information (PII) in public clouds acting as PII processors
Information security policies and processes
Espire is having ISMS Framework which is compliant with 27001:2013, 27017:2015 and 27018:2019. we have appointed a Chief Information Security Officer (CISO), who is responsible for ISMS process implementation and reports to MD. We have a security team, who is responsible for security review, audits and improvement of existing ISMS practices. this team ensure ISMS risk assessment is being done for current system vulnerabilities and its mitigation approach.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
The ITIL Change Management Continual Process Improvement methodology is used to manage change. All changes are considered and assessed on business and security impact by the Change Advisory Board before implementation.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Potential threats are rated on risk, likelihood of occurrence and potential impact of the threat. Patches are developed, tested and released as soon as approved.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Security and Compliance dashboard real-time monitoring Email alerts Automation where appropriate
Incident management type
Supplier-defined controls
Incident management approach
Broadly, the process is defined as under:
1. Pre-incident Preparation,
2. Incident Classification,
3. Incident Prioritisation,
4. Incident Identification,
5. Reporting of Incident through SharePoint Tool,
6. Incident Response,
7. Monitoring of Incident,
8. Communication,
9. Incident Investigation,
10. Disciplinary Action.

If needed we provide the incident reports using SharePoint Tool and Root Cause Analysis.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Pricing

Price
£175 to £495 a person a day
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
Assessment , POC Solution and Estimation,
Demonstration can be offered as
complimentary with our services.

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 Pravin.Patel@espireinfo.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.