Eccella

Customer Data Platform

NGDATA’s AI-powered Customer Data Platform (CDP) has transforms the way organisations understand and engage with customers and prospects. Integrating into your enterprise technology cloud architecture, our CDP analyses and contextualises customer data in real-time, enabling you to react to the behaviours of each individual; delivering customers’ expectations for personalised experiences.

Features

  • Cloud Hosted AI Powered Customer Data Platform
  • Manage, analyse and deploy data to power connected experiences
  • Single solution based on big data technology foundations
  • Real Time Customer DNA giving deep insight
  • Operationalise data models and formulas with live customer data
  • Integrate with marketing, communication and channel systems
  • Data Integration and Enrichment of all Enterprise Data
  • Customer Data Matching and Querying to give 360 views
  • Integration with leading Data Management and Analytics technology
  • Multiple configuration and simulation views allowing teams to collaborate

Benefits

  • Transform how you understand and engage with customers
  • Deliver on customer expectations for personalised experiences
  • Integrates quickly into enterprise technology architecture
  • Shift focus from segments to individual communication and experience
  • Lasting impact on improved sales, loyalty and marketing ROI
  • Impact NPS and Customer Satisfaction scores from engagement
  • Automate communication that was previously impossible at scale
  • Rapid deployment of big data and analytics infrastructure

Pricing

£75000 per licence

Service documents

G-Cloud 11

736040211555176

Eccella

Virren Thakur

07734394079

virrent@ngdata.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model
  • Public cloud
  • Private cloud
Service constraints Software is available both as hosted software as a service but can also be deployed on dedicated cloud instances. NGDATA recommends Amazon Web Services for all non hosted subscriptions.
System requirements
  • Enterprise Data access for Integration & Connectors
  • Existing CRM, Communication and Marketing Content Platforms

User support

User support
Email or online ticketing support Yes, at extra cost
Support response times Different support packages enable faster or extended response times. Standard support is weekday office hours with a <4 hour response time for emergency support to <20 hours for support requests.
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 9 to 5 (UK time), Monday to Friday
Web chat support No
Onsite support Yes, at extra cost
Support levels Onsite support is an optional service that can be added either as an extended support agreement or as a specific time and materials service contract.
Time and materials onsite support will be priced using the SFIA approved rate card attached to the G-Cloud 11 Application. Reduced rates are available for remote (non-UK) support and will depend on Service Level requirements for response times, support hours, specific support roles and escalation requirements.
All engagements from NGDATA will contain a named account or project manager responsible for managing client relationships, as well engagement and support quality
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Users can be on-boarded in a variety of ways depending on their preference.

* Formal classroom training
* Train-the-trainer
* Via documentation
* Shoulder-to-shoulder mentoring with a consultant
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction They can extract data from the underlying big-data database engine (Hadoop) - various distributions.
End-of-contract process NGDATA removes access to the service and and performs an audit as necessary. Costs included in software subscription costs.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service None
Service interface No
API No
Customisation available Yes
Description of customisation Views, dashboards, alerts and outputs can all be customised depending on level of user-access granted by administrators of Lily. Customisations are made via the GUI within the browser.

Scaling

Scaling
Independence of resources Lily utilises demand elasticity and additional resources can be committed as required.

Analytics

Analytics
Service usage metrics Yes
Metrics types There are two styles of metrics:
1) Application metrics: delivered by dashboards, alerts etc
2) Infrastructure metrics: cloud infrastructure metrics via hosting platform
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

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

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 Yes
Datacentre security standards Complies with a recognised standard (for example CSA CCM version 3.0)
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
Data sanitisation process No
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach Via the Lily graphical user interface - exports available to all users who have correct level of security granted by administrators.

More advanced data extraction could be achieved directly from the Hadoop infrastructure via 3rd part integration tools.
Data export formats
  • CSV
  • Other
Other data export formats
  • XML
  • Tab Delimited
Data import formats
  • CSV
  • Other
Other data import formats
  • XML
  • PMML
  • Any external database, via 3rd party tools
  • User entered

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability The hosting platforms standard SLAs are inherited (AWS, Azure etc).

There is no service credit mechanism in place.
Approach to resilience This is proprietary and available upon request
Outage reporting Email alerts and direct APIs into NGDATA's ticketing system

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels These are controlled by NGDATA's application security protocols.
Access restriction testing frequency At least every 6 months
Management access authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

Audit information for users
Access to user activity audit information You control when users can access audit information
How long user audit data is stored for User-defined
Access to supplier activity audit information You control when users can access 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 Ongoing, work currently in progress
ISO/IEC 27001 accreditation date Target June 2018
What the ISO/IEC 27001 doesn’t cover Unknown at present
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 This information is sensitive and available upon request

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Full SDLC best-practices are implemented. Full regression and security regression testing is completed for each release or patch issued
Vulnerability management type Supplier-defined controls
Vulnerability management approach NGDATA works closely with external security experts and anti-virus companies to quickly identify and mitigate any potential risks.

Patches are normally available within 72 hours.
Protective monitoring type Supplier-defined controls
Protective monitoring approach NGDATA has specialist software which proactively monitors its services and servers.

If an incident is identified, then immediate response is initiated. We provide 24*7 active monitoring from our secure locations.
Incident management type Supplier-defined controls
Incident management approach We have a range of pre-defined incident responses and detail fail-over and disaster recovery plans.

These are regularly tested and refined.

Key stakeholders for each client are identified and pro-actively alerted in the rare case of an incident.

Secure development

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

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £75000 per licence
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions
Service documents
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