Thunderhead

ONE Engagement Hub

ONE Engagement Hub is an omnichannel system of engagement that allows organisations to listen to their customers across all touchpoints, engage them with one voice, and learn from the process. ONE leverages real-time profile-building, decisioning, and self-learning, and provides in-the-moment customer journey analytics. Effortless Engagement = Happier Customers.

Features

  • Customer Journey Analytics
  • Real-Time Decisioning
  • Contact Centre Integration
  • Omni-Channel Listening
  • CRM Integration
  • Web and Mobile Personalisation
  • Email Personalisation
  • Next Best Actions/Conversations
  • Lead Generation
  • Marketing Automation

Benefits

  • Improve Call Deflection
  • Reduce Average Handle time (AHT)
  • Increase First Contact Resolution (FCR)
  • Improve NPS and Customer Satisfaction (CSAT)
  • Reveal Customer Journey Insight
  • Personalise Web Experience
  • Improve Citizen Engagement
  • Improve Email Open Rates and Performance
  • Recognise Citizens / Customers on All Channels

Pricing

£30000.00 per licence per year

  • Education pricing available

Service documents

G-Cloud 9

802819252790701

Thunderhead

Sean Davison

07792 589747

sdavison@thunderhead.com

Service scope

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 ONE integrates out-of-the-box with Microsoft Dynamics, Salesforce.com, SAP C4C, and SugarCRM.
Cloud deployment model Public cloud
Service constraints None. ONE is hosted in the Microsoft Azure cloud.
System requirements
  • ONE supports a range of web browsers and devices
  • ONE integrates with a range of other technologies via API
  • ONE utilises an SDK for Mobile Apps

User support

User support
Email or online ticketing support Email or online ticketing
Support response times 30 Minutes for Severity 1 Critical Service Failure Issues.
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support Yes, at extra cost
Support levels Support Service types include Service Desk, Email, and phone. Support costs vary depending on size and scale of deployment. Technical Account Management is provided via Customer Success Managers, who coordinate training, configuration, and other ongoing support.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We can provide onsite training, online training, and user documentation.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Thunderhead will work with customers to enable/provide data extraction at contract end.
End-of-contract process There are no additional costs incurred at contract end. As a cloud-hosted service, access ceases on the contract expiry date. The contract price includes set-up, configuration, training, standard support, and termination.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10+
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install Yes
Compatible operating systems
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
Designed for use on mobile devices No
Accessibility standards None or don’t know
Description of accessibility Accessibility standards have not been tested against above standards. Details available upon request.
Accessibility testing The ONE Solution has previously been tested using Screen Readers.
API Yes
What users can and can't do using the API Technical documentation for setting up the API, making changes via the API, and limitations can be provided upon request. For ONE customers, this documentation is available in-solution as part of our help library.
API documentation Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Listening configuration, journey analytics, and reporting can be customised. This can be done in-solution by the administrator or business users.

Scaling

Scaling
Independence of resources Uptime and service SLAs are included in the contract terms. Service Availability is 99.5%, assured by contractual commitment.

Analytics

Analytics
Service usage metrics No

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Staff screening not performed
Government security clearance Up to Security Clearance (SC)

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 No
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
  • Physical access control, complying with CSA CCM v3.0
  • Encryption of all physical media
Data sanitisation process No
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 importing and exporting
Data export approach ONE includes a Data Export functionality where users can obtain a CSV copy of the data for a specified time period.
Data export formats CSV
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks 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 99.5%, assured by contractual commitment.
Approach to resilience Information available upon request.
Outage reporting Email alerts.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels Access to ONE interfaces are all restricted to https. Users must be authenticated against their tenant and have the appropriately configured access control rights providing read, creation or publishing authority. Access control can be managed within ONE or through SAML based integration.
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 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 At least 12 months

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 accreditations No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation No
Security governance approach We follow (as closely as possible) the practices and procedures of ISO27001. Thunderhead was until recently part of a larger organization that achieved ISO27001 certifications, therefore our practices & procedures are inherited from that organization, and therefore reflect closely those required for ISO27001. Thunderhead will be seeking to achieve ISO27001 in the future. Our cloud provider Microsoft Azure has ISO27001 and many more certifications: https://www.microsoft.com/en-us/TrustCenter/Compliance/
Information security policies and processes We follow (as closely as possible) the practices and procedures of ISO27001. Thunderhead was until recently part of a larger organization that achieved ISO27001 certifications, therefore our practices & procedures are inherited from that organization, and therefore reflect closely those required for ISO27001. Thunderhead will be seeking to achieve ISO27001 in the future. Our cloud provider Microsoft Azure has ISO27001 and many more certifications: https://www.microsoft.com/en-us/TrustCenter/Compliance/

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Changes to production systems are subject to weekly change advisory board meetings. Any change proposed must be justified, documented and subject to passing a security review
Vulnerability management type Supplier-defined controls
Vulnerability management approach Vulnerability Scanning is performed in-house using a third party application. Penetration testing is performed on a regular basis by a trusted third party.
App security is measured through the results of a multi stage test of penetration testing, vulnerability testing and code scanning.
Patches are reviewed and classified in terms of priority and significance. Using PCI-DSS as a baseline control for patching, serious issues are patched immediately where possible and within 30 days. Other patches are scheduled as appropriate.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Internal KPIs are extensive and include real time monitoring of all components. KPIs include availability overall, availability of individual components, capacity of memory, disk and CPU etc.
Incident management type Supplier-defined controls
Incident management approach Thunderhead maintains multiple levels of incident detection including IPS/IDS at the firewall and a SIEM system watching for application and system behaviour. The SIEM system provides for log consolidation and this is reviewed by our security architects and other responsible parties.
Access and SIEM logs are available in the first instance. Forensic level support is provided if necessary.

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 £30000.00 per licence per year
Discount for educational organisations Yes
Free trial available No

Documents

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