Inform 360 is a range of automated, channel shift services designed specifically for UK public sector, central and local government. Unified communications services are created and deployed across IVR, email, mobile-web apps, SMS, Artificially Intelligent chatbot and social-media from one central application and can be hosted and managed or self-managed.
- Seamless connection between IVR, SMS, mobile-apps, webchat, social media channels
- Library of proven process maps and scripts personalised for you
- All production elements including voicing, editing and programming by Inform
- Customer voice files transcribed and transmitted in compatible formats
- Comprehensive reporting and analytics dashboard tracks usage and performance
- Integration with / Interrogation of front and back office sytems
- SMS with embedded urls used throughout IVR to promote channel-shift
- ASR and CLI recognition to enhance and personalise customer experience
- Chatbots feature Artificial Intelligence, Machine Learning and Natural Language Processing
- 24/7/365 fully hosted and managed or self-managed services
- IVR, SMS, mobile-apps, chatbot, social-media channels created from one application
- Bespoke services built in 6 - 12 weeks
- Typically resolves 50% of enquiries without live agent assistance
- Fully hosted service works seamlessly with existing infrastructure
- Release FTE's from simple, repetitive tasks with associated savings
- Actively promotes and enables channel-shift from telephone and email
- Increases capacity within contact centre without increasing headcount
- Provides comprehensive customer service 24/7/365
- Minimal input required from client operational and technical teams
- Proven cost and efficiency savings
£500 per unit
- Education pricing available
Inform Communications Ltd
|Software add-on or extension||Yes, but can also be used as a standalone service|
|What software services is the service an extension to||All social media and telecoms platforms|
|Cloud deployment model||Private cloud|
Occasional planned maintenance. This is always carried out during off-peak periods with a minimum of 1 week's notice.
Access to the services is dependent upon:
Telephone and SMS services: Third party mobile and fixed line network availability.
Mobile App, email, chatbot and social media services: Third party internet availability
|Email or online ticketing support||Email or online ticketing|
|Support response times||Within 15 minutes Monday to Friday 8am to 5pm|
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||None or don’t know|
|Phone support availability||9 to 5 (UK time), Monday to Friday|
|Web chat support||Web chat|
|Web chat support availability||24 hours, 7 days a week|
|Web chat support accessibility standard||None or don’t know|
|How the web chat support is accessible||
Our automated 24/7 AI chatbot and Virtual Assistant services enable clients to report issues, request changes and check on progress and prospective customers to find out about our services.
Our live chat support is only available Monday to Friday 9am to 5pm
|Web chat accessibility testing||Assistive technology testing is scheduled for late 2018|
|Onsite support||Yes, at extra cost|
|Support levels||Our Customer Services and Technical Services Teams provide support from 9am to 5pm Monday to Friday.|
|Support available to third parties||Yes|
Onboarding and offboarding
After customisation of the services has been completed after full client liaison, the initial service set up is performed by Inform and this includes: Telephone / IVR: Recording, editing and publishing of all voice files (these can also be supplied by the client if required)
Email, chatbot and social media services - creation of bespoke front and back end screens.
Programming of all software systems.
Building of bespoke data collection, transcription and transmission services.
Because all creation and maintenance of the services are performed by Inform's Customer Service and Technical Teams, minimal training is required for client operational and technical personnel. Bespoke training notes and sessions are available on request.
|End-of-contract data extraction||Inform removes and deletes all client and customer data from the system on the expiration of the contract|
|End-of-contract process||At the end of the contract all client and customer data is removed from the system and deleted and the chosen services cannot be accessed. There are no financial implications associated with ending the contract.|
Using the service
|Web browser interface||Yes|
|Application to install||Yes|
|Compatible operating systems||
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||
The telephone service can work via mobile and fixed line networks.
For those using email, chatbot and social media services, there are no differences between the standard mobile app. and desktop services.
Bespoke development available on request.
|Accessibility standards||WCAG 2.0 A|
|Accessibility testing||These tests have not been requested by our clients so none have been performed to date. These can be performed on request.|
|Description of customisation||
Standard services are built on proven, best practice templates and scripts that have been developed over many years and after many millions of enquiries.
Inform's customer services team then works with clients to customise the services to ensure they meet their own unique requirements.
All initial and ongoing changes are then performed by the Inform Customer Service and Technical Teams.
|Independence of resources||Dual site Data Centres with ring-fenced resources ensure almost limitless capacity.|
|Service usage metrics||Yes|
|Metrics types||Comprehensive data on inbound and outbound usage across all chosen services / channels is available on the secure on-line administration portal. This includes but is not limited to volumes of enquiries, the customer journey within the services, for telephone / IVR services the duration of calls, transfers to live agents|
|Supplier type||Reseller providing extra features and support|
|Organisation whose services are being resold||Google, Amazon, Twilio, Microsoft|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Baseline Personnel Security Standard (BPSS)|
|Knowledge of data storage and processing locations||Yes|
|Data storage and processing locations||United Kingdom|
|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||
|Data sanitisation process||Yes|
|Data sanitisation type||
|Equipment disposal approach||In-house destruction process|
Data importing and exporting
|Data export approach||
All customer data collected on the services is exported to the client by Inform in their chosen format and in full compliance with GDPR
Where required / available customer data can be loaded directly into client electronic forms
|Data export formats||
|Other data export formats||
|Data import formats||
|Other data import formats||
|Data protection between buyer and supplier networks||
|Data protection within supplier network||
Availability and resilience
|Guaranteed availability||We have a comprehensive SLA guaranteeing 99.9% availability. Refunds of service charges are based on 1% of monthly service charges for every 30 minutes of service downtime.|
|Approach to resilience||We have full dual site resilience. Full details available on request.|
|Outage reporting||SMS, email and telephone alerts.|
Identity and authentication
|User authentication needed||Yes|
|Access restrictions in management interfaces and support channels||User name and password|
|Access restriction testing frequency||At least once a year|
|Management access authentication||
Audit information for users
|Access to user activity audit information||Users contact the support team to get 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||No|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||No|
|Named board-level person responsible for service security||Yes|
|Security governance certified||No|
|Security governance approach||
This an extensive, confidential document and is available on request.
We are currently embarked on an ISO 27001 program through the British Assessment Bureau and are due for certification in June 2018
|Information security policies and processes||This an extensive, confidential document and is available on request|
|Configuration and change management standard||Supplier-defined controls|
|Configuration and change management approach||There are comprehensive, confidential implementation / configuration and change management procedures that have been honed over our 20 year history of supplying and maintaining secure managed and hosted services. These are available on request.|
|Vulnerability management type||Supplier-defined controls|
|Vulnerability management approach||An automated monitoring system tests the service 24/7/365 and alerts users and management via sms and email alerts. Patches / fixes are deployed asap depending upon the nature of the required fix. Service maintenance hours are 8am to 9 pm Monday to Friday|
|Protective monitoring type||Supplier-defined controls|
|Protective monitoring approach||
An automated monitoring system tests the service 24/7/365 and alerts users and management via sms and email alerts. Patches / fixes are deployed asap depending upon the nature of the required fix. Service maintenance hours are 8am to 9 pm Monday to Friday with acknowledgment of any client issues provided within 15 minutes of receipt.
We are using a Security Information and Event Management (SIEM) product that provides us with a feature-rich SIEM complete with event collection, normalisation and correlation. We react according to the threat identified and deal with the threat asap.
|Incident management type||Supplier-defined controls|
|Incident management approach||Clients are informed of planned maintenance events at least one week in advance. Service issues are reported by clients via email. Where required, Root Cause Analysis (RCA) reports are provided via email within 5 working days of the event.|
|Approach to secure software development best practice||Supplier-defined process|
Public sector networks
|Connection to public sector networks||No|
|Price||£500 per unit|
|Discount for educational organisations||Yes|
|Free trial available||No|
|Pricing document||View uploaded document|
|Terms and conditions document||View uploaded document|