Revive Management

Cloud communications

Revive Management provide access to a cloud based communications platform which utilises SMS, Interactive Voice (IVR), Email, Dialler and Mobile Web contact channels. Revive Management tailors solutions on the platform which help our clients communicate with their audience effectively. Specific solutions include debt collection, customer surveys, appointment reminders and notifications.

Features

  • Cloud Based
  • communication platform
  • sms
  • ivr
  • dialler
  • email
  • mobile web
  • web portal
  • real time reporting

Benefits

  • contact customers on mass for least cost
  • provide a better experience for customers
  • provide the most efficient way to collect overdue debt

Pricing

£0.035 to £0.25 per unit

  • Free trial available

Service documents

G-Cloud 9

786803012918095

Revive Management

Geoff Boudin

08446930244

geoff@revivemanagement.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints No
System requirements
  • Ability to upload data via SFTP or web portal
  • Windows PC

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Weekend is 8am till 2pm saturday without sunday support
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 Each client has a dedicated account manager, account director and access to the tech support team. Support services available 6 days a week 8am till 8 pm. 8am till 2pm Saturday. Support services are included in the license fees. SLA's provided at contract level.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Onsite visit to gather project requirements, solution build, and delivery followed by onsite training and testing prior to going live.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Any data held on Genesys servers at the end of a contract can be extracted by client using SFTP or SSL web portal, all remaining data will be destroyed as per data destruction policies.
End-of-contract process At the end of the contract, the client will be provided the option to renew their services or terminate at no cost. there will be no additional set up fees to renew.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10+
  • 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 Mobile optimised
Accessibility standards None or don’t know
Description of accessibility Using the web interface
Depending on access rights; Users can:- -Set up, load and amend new campaigns -Upload data - Run real-time reports - View historic and schedule reports
Accessibility testing It has been made compatible with screen readers
API No
Customisation available Yes
Description of customisation All solutions that Revive provide will be built to spec from the client. customization in full is available and delivered by Revive tech team.

Scaling

Scaling
Independence of resources The Genesys cloud is a multi-tenanted cloud solution managing 25 billion interactions per year in over 100 countries. There is sufficient capacity within the current infrastructure to treble demand across the whole organization at any one time.

Analytics

Analytics
Service usage metrics Yes
Metrics types Real time reporting functionality provides reporting on over 200 variables associated with activity within the platform.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold Genesys

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance None

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 ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
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 Clients export their data using all or a mix of SFTP, SSL web portal, API.
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats
  • TXT
  • PGP
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats
  • TXT
  • PGP

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network TLS (version 1.2 or above)

Availability and resilience

Availability and resilience
Guaranteed availability 98% availability guarantee. 2016 uptime was 99.98%. Service credits are provided for failure to meet SLA's
Approach to resilience Available on request
Outage reporting Email alerts and through user interface

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels Access control procedures include detailed processes for controlling how access is requested, approved (line manager and additional manager), and managed, for the Genesys cloud platform including least privilege access management establishing the minimum level of access individuals require to perform their assigned duties. Quarterly reviews are undertaken of all access rights. User accounts require a new password every 60 days. In the event of a role change or termination system custodians will ensure disability of all user access rights on the day of the change / termination in line with the Role hire/change/termination policy.
Access restriction testing frequency At least every 6 months
Management access authentication 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 At least 12 months
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for At least 12 months
How long system logs are stored for At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 CIS
ISO/IEC 27001 accreditation date 22/12/2014
What the ISO/IEC 27001 doesn’t cover Nothing in scope
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification Yes
Who accredited the PCI DSS certification Verizon
PCI DSS accreditation date 2/9/2016
What the PCI DSS doesn’t cover All services within Genesys cloud provided by Revive Management are covered
Other security accreditations No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation Yes
Security governance standards ISO/IEC 27001
Information security policies and processes Genesys hosts our services. These datacenters hold SSAE-16 SOC 1 Type II, SOC 2 Type II, or ISO 27001 certifications as applicable to the region where they reside. ALL PARTIES INVOLVED WITH DATA ADHERE TO ALL THE EXPECTED POLICIES TO ACHIEVE THESE STANDARDS. POLCIES AVAILABLE ON REQUEST

Operational security

Operational security
Configuration and change management standard Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach Security is embraced as a critical component and must be incorporated into all aspects of the business, including the system development lifecycle (SDLC).

Documented Change Management procedures govern how changes to the Genesys Soundbite Platform are requested, reviewed, and approved, tested, and implemented into production. If a third party is required to test they will be appointed as part of this process.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Policies and procedures for information security are reviewed and updated annually and validated via annual routine compliance audits for SOC Type II, PCI and ISO 27001.A third-party conducts annual penetration testing and quarterly external vulnerability scanning for the Genesys Cloud Platform. The Information Security and Compliance Team conducts weekly vulnerability scans and reviews results and initiates corrective action when necessary.
Protective monitoring type Undisclosed
Protective monitoring approach All activity is monitored in accordance with the security logging and monitoring policies,

Genesys Cloud employees found to be in violation of the information security policies are subject to disciplinary action up to and including termination

The Genesys Cloud Incident Response procedures establish the responsibilities and processes for security incident detection, notification, analysis, containment, eradiction and recovery, and post incident analysis. The procedures also include how the Incident Response Plan is tested.
Incident management type Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach The Genesys Cloud Incident Response procedures establish the responsibilities and processes for security incident detection, notification, analysis, containment, eradiction and recovery, and post incident analysis. The procedures also include how the Incident Response Plan is tested.

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 £0.035 to £0.25 per unit
Discount for educational organisations No
Free trial available Yes
Description of free trial Free Setup
Free Consultation and Project Spec
Free Analysis and Business Case
Free 30 day Time Period with limited usage

Not included integrations

Documents

Documents
Pricing document View uploaded document
Terms and conditions document View uploaded document
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