Disrupt CX

Cloud Virtual Agent

Cloud-based Virtual Agent including natural language automation, customer self-service and voice biometrics. Includes speech to text and self serve across voice and all digital channels. With a simple SIP integration the solution works alongside your current environment driving improved customer operations efficiency and customer satisfaction through automated self-service.

Features

  • Omni-channel customer experience interaction management
  • Intelligent customer self-service
  • Natural language understanding and automated self-service
  • Machine learning, chatbot and text to speech capabilities
  • Voice biometrics
  • Inbound and outbound
  • Natural Language IVR (Interactive Voice Response)
  • Advanced reporting & analytics
  • SIP integration to existing environment

Benefits

  • Seamless customer experience across all channels - voice and digital
  • Self-service automation using natural language (multi-channel)
  • Customer identification and verification with voice biometrics
  • Improved customer satisfaction with intelligent routing
  • Reduced handling times with automated self-service
  • Insight across the e2e user journey with real-time reporting
  • Ease of integration to existing systems through SIP
  • Full Enterprise CRM integration

Pricing

£102 to £613 per user per month

Service documents

G-Cloud 10

763227755166593

Disrupt CX

Gareth Mee

02077471003

gareth.mee@disruptcx.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints For automation and customer self-service through natural language understanding and voice biometrics then the customer requires a minimum call volume of 100,000 calls per month. As part of the pre-sales effort DisruptCX will work with the customer to complete a natural language ROI.
System requirements
  • Internet Explorer 10+, Chrome or Firefox
  • SIP end point

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Standard 8x5 Support: Critical - 30 minute response, 1.5 hours workaround & 4 hour for fix. Major - 1 hour response, 3 hours workaround & 1 day for fix. Minor - 3 hours response, 1 day workaround & 3 days for fix. Informational - 1 day response, 3 days workaround & 10 days for fix. 24x7: Critical 30 minute response, 4 hours workaround & 5 days for fix. Major - 1 hour response, 8 hours workaround & 7 days for fix. Minor - 5 hours response, & 8 days for fix. Informational - 10 hours response & within 10 days
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support Web chat
Web chat support availability 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard WCAG 2.0 AA or EN 301 549 9: Web
Web chat accessibility testing Microsoft teams
Onsite support Yes, at extra cost
Support levels Business support provided during working hours on an adaptive basis, optionally extended support / out of hours is available. An additional charge of 3% of the total monthly subscription is made for 24x7 support. Dedicated technical account manager and support engineer.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Online webinar and self paced online training, dedicated one to one training, remote support and technical manuals provided.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats Video
End-of-contract data extraction Database and reports extraction available via ad-hoc request.
End-of-contract process At end of the contract data can be exported and provided in ad-hoc format depending on data volume.

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 Yes
Compatible operating systems
  • Linux or Unix
  • MacOS
  • Windows
Designed for use on mobile devices No
Accessibility standards WCAG 2.0 AA or EN 301 549
Accessibility testing N/A
API Yes
What users can and can't do using the API API's are available for key pieces of functionality. Professional services work is required to set up selected functionality. Initial provisioning cannot be provided through API's. Users manage, configure and support service features such as reporting and analytics. We will also train and certify users so they can develop their own self-services.
API documentation Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Customisation is available for all aspects of the service. Including key functions such as multi-channel implementation, routing, self service, self-service automations, biometrics configuration, authentication and security. Users are able to customise UI, reporting, and with training and certification they can add additional the self-services.

Scaling

Scaling
Independence of resources Isolated virtual machines, optionally running on dedicated hardware within datacentre.

Analytics

Analytics
Service usage metrics Yes
Metrics types All the big data generated from the interactions on the platform can used on the business intelligence platform of the customer (such as Power BI for example) to visualise insights. This allows for real-time business discovery on what customers are actually saying with detailed topic and sentiment analysis for natural language functionality. We also provide a web based GUI to review natural language interactions.
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 Conforms to BS7858:2012
Government security clearance Up to Developed Vetting (DV)

Asset protection

Asset protection
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 In-house
Protecting data at rest
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach Operational reports are readily exportable as management excel or PDF by service users. Detailed configuration, setup and rules can be exported on support request.
Data export formats CSV
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • IPsec or TLS VPN gateway
  • Other
Other protection within supplier network Dedicated Virtual LAN (VLAN). Data Security and Systems Heath Alerts policy documented and available on request.

Availability and resilience

Availability and resilience
Guaranteed availability From a hosting perspective, we use a G-Cloud approved hosting partner. Their data centres offer a 99.99% availability SLA on all components up to the OS.
Approach to resilience All components have been built in fully resilient pairs. With fully resilient networking links between all components and to external third parties, including multiple ISPs. Our G-Cloud accredited IaaS provider used VMware’s HA failover for redundancy.
Outage reporting All infrastructure is monitored on the network 24/7 and the platform monitored by our central monitoring server. Should there be an outage monitoring alerts are sent to the IaaS operations team via e-mail and SMS.

Identity and authentication

Identity and authentication
User authentication needed Yes
User 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
Access restrictions in management interfaces and support channels Available only to whitelisted IP origins or over particular network interface, e.g: VPN
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)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

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

Standards and certifications
ISO/IEC 27001 certification No
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 No
Security governance approach Security governance is a board-level concern. We run a holistic and regular evaluation in-line with newly identified threats to existing policies covering people, processes and technology operating the business.
Information security policies and processes Company policies are issued and regularly reviewed at board level. These include:

Information Control, Classification and Exchange Policy
Personal Communication Devices and Voicemail Policy
Technology Equipment and Media Disposal Policy
IT Access Control Policy
Physical Access Security Policy
Supplier Management Policy
Internal Audit Procedures

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Changes are classified as either standard or non-standard. All standard changes are controlled by templates and reviewed by the technical review board on a regular basis. Non-standard changes are peer reviewed before escalation to a line manager for priority assessment. Any change that is determined to carry a risk / security impact is automatically referred to the Operations committee for immediate assessment. Full process documented as DisruptCX Change Management Guide.
Vulnerability management type Supplier-defined controls
Vulnerability management approach We subscribe to threat notifications from our software suppliers as well as general sources of vulnerabilities such as CVE. These are assessed regularly and determination is made based on possible customer data impact. In the case of high risk vulnerabilities, these are commonly addressed within 24 hours. Infrastructure provider is SLA bound to weekly penetration testing.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Stateful packet analysis at network entrance mapped against known attack patterns are used to provide indication of potential compromise or attempts to compromise. Active notification of serious incidents results in rapid response to possible threats. Process documented as part of DisruptCX Security Breach Protocol Guidelines.
Incident management type Supplier-defined controls
Incident management approach DisruptCX operate an ITIL derived incident management process with associated procedures for security related incidents. The process has a clearly defined governance framework, including roles & responsibilities. Reporting and tracking of incidents is performed via online ticketing system, where resolution status can be viewed. Process documented as part of DisruptCX Security Breach Protocol Guidelines.

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 £102 to £613 per user per month
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Terms and conditions
Service documents
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