Speech Analytics, Voice Analytics, Interaction Analytics
Speech Analytics analyses 100% of your telephony conversations, highlighting to your Quality Assurance teams any calls which might be a compliance risk or where there is a missed sales/upsell opportunity.
Features
- Real Time Analytics
- Activity Analytics
- Transcription of Interactions
- Quality Assurance Forms
- Call Recording
- Quality Management
- Real Time Dashboards
Benefits
- Analyse 100% of Calls
- Increase Quality Assurance
- Reduce Quality Assurance Costs
- Reduce Compliance Risks
- Identify Missed Sales Opportunities
- Full Transcvripotion of Recording or Interaction
Pricing
£20 a user a month
- Free trial available
Service documents
Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format,
email the supplier at <removed>@601b99cd-d132-4e05-98ba-3cd73f4317ad.com.
Tell them what format you need. It will help if you say what assistive technology you use.
Framework
G-Cloud 10
Service ID
8 2 3 0 4 1 0 8 2 9 1 4 0 7 6
Contact
Daviker
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Telephone: <removed>
Email: <removed>@601b99cd-d132-4e05-98ba-3cd73f4317ad.com
Service scope
- Software add-on or extension
- No
- Cloud deployment model
- Public cloud
- Service constraints
- No constraints
- System requirements
-
- Access to web browser
- Internet Connection
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
- Depends on severity
- 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
- 24 hours, 7 days a week
- Web chat support
- No
- Onsite support
- Onsite support
- Support levels
- Support is 8am-8pm and includes Account Manager and free training courses each month
- Support available to third parties
- Yes
Onboarding and offboarding
- Getting started
- Consultancy and project management is provided at the start to ensure customers get the most out of the system. Onsite training for different roles within the organisation which is supplemented with user documentation and online training and videos post implementation
- Service documentation
- Yes
- Documentation formats
-
- HTML
- End-of-contract data extraction
- This can be done via API or via direct access to SQL database
- End-of-contract process
- Access to database and API is included within the initial cost. If the customer doesn't have the time to do this and wants Daviker to perform the extract then this would be professional services and charged at a per hour rate
Using the service
- Web browser interface
- Yes
- Supported browsers
-
- Internet Explorer 10
- Internet Explorer 11
- Application to install
- No
- Designed for use on mobile devices
- No
- Accessibility standards
- WCAG 2.0 AA or EN 301 549
- Accessibility testing
- No testing has been completed as no clients have had this requirement
- API
- Yes
- What users can and can't do using the API
- Information can be inserted, updated or extracted via the API. Changes to the configuration are done via the web browser
- API documentation
- Yes
- API documentation formats
-
- HTML
- API sandbox or test environment
- Yes
- Customisation available
- Yes
- Description of customisation
- Anyone with relevant training can customise the application. Users can customise quality assurance form, reporting, Dashboards, Speech Terms, Categorisation
Scaling
- Independence of resources
- Dedicated resources assigned to your service so no other users can affect your service
Analytics
- Service usage metrics
- No
Resellers
- Supplier type
- Reseller providing extra features and support
- Organisation whose services are being resold
- Liquid Voice
Staff security
- Staff security clearance
- Other security clearance
- Government security clearance
- Up to Baseline Personnel Security Standard (BPSS)
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
- Physical access control, complying with CSA CCM v3.0
- Data sanitisation process
- Yes
- Data sanitisation type
- Explicit overwriting of storage before reallocation
- Equipment disposal approach
- A third-party destruction service
Data importing and exporting
- Data export approach
- Via API or access to SQL database
- Data export formats
-
- CSV
- Other
- Other data export formats
- SQL Database
- Data import formats
-
- CSV
- Other
- Other data import formats
-
- Various Call Recording Formats
- API
Data-in-transit protection
- Data protection between buyer and supplier networks
-
- Private network or public sector network
- Bonded fibre optic connections
- Legacy SSL and TLS (under version 1.2)
- Data protection within supplier network
-
- TLS (version 1.2 or above)
- IPsec or TLS VPN gateway
- Legacy SSL and TLS (under version 1.2)
Availability and resilience
- Guaranteed availability
- Daviker offer 99.999% uptime, no refunds are provided as standard and would need to be negotiated at point of contract
- Approach to resilience
- Daviker host everything with Microsoft Azure which has fail over across multiple datacentres across multiple locations within the UK
- Outage reporting
- Dashboards within the support department, Email alerts to all key technical staff and directors
Identity and authentication
- User authentication needed
- Yes
- User authentication
-
- Username or password
- Other
- Other user authentication
- Access to system can be locked down via IP address
- Access restrictions in management interfaces and support channels
- Access to management interfaces is controlled via permissions and job roles within the system. Access to support channels is done via authorised personnel being added to internal support system
- Access restriction testing frequency
- At least every 6 months
- Management access authentication
- Username or password
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
- Users have access to real-time audit information
- How long supplier audit data is stored for
- User-defined
- How long system logs are stored for
- At least 12 months
Standards and certifications
- ISO/IEC 27001 certification
- Yes
- Who accredited the ISO/IEC 27001
- Provided by Microsoft Azure
- ISO/IEC 27001 accreditation date
- Not provided
- What the ISO/IEC 27001 doesn’t cover
- No exemptions
- ISO 28000:2007 certification
- No
- CSA STAR certification
- Yes
- CSA STAR accreditation date
- Provided by Microsoft Azure
- CSA STAR certification level
- Level 3: CSA STAR Certification
- What the CSA STAR doesn’t cover
- No exemptions
- PCI certification
- Yes
- Who accredited the PCI DSS certification
- Provided by Microsoft Azure
- PCI DSS accreditation date
- Not provided
- What the PCI DSS doesn’t cover
- Storing of card details, only tokens can be stored
- Other security certifications
- No
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
- A copy of Daviker's Information Security Policy is available upon request
Operational security
- Configuration and change management standard
- Supplier-defined controls
- Configuration and change management approach
- Change Request Sumitted - Analyse Impact (Cost, Risk, Quality) - Communicate to Customer - If Approved, Document and Communicate - Work Scheduled - Tested - Released to Customer for UAT - If accepted customer signs off acceptance
- Vulnerability management type
- Supplier-defined controls
- Vulnerability management approach
- Vulnerability Scanning occurs every month or after any significant changes to the software or infrastructure. Any vulnerabilities that are found are fixed via patches and deployed to the affect customers as an interim release until a permanent fix is rolled out in a future scheduled software release
- Protective monitoring type
- Supplier-defined controls
- Protective monitoring approach
- This is completed by Microsoft Azure
- Incident management type
- Supplier-defined controls
- Incident management approach
- Internal Document which can be provided upon request
Secure development
- Approach to secure software development best practice
- Conforms to a recognised standard, but self-assessed
Public sector networks
- Connection to public sector networks
- Yes
- Connected networks
- Public Services Network (PSN)
Pricing
- Price
- £20 a user a month
- Discount for educational organisations
- No
- Free trial available
- Yes
- Description of free trial
- Daviker will provide Proof of concept which will take a sample of recordings and meta data and work to a user defined criteria over a short period of time so the customer can see if the project is feasible
Service documents
Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format,
email the supplier at <removed>@601b99cd-d132-4e05-98ba-3cd73f4317ad.com.
Tell them what format you need. It will help if you say what assistive technology you use.