Agilisys Ltd

EngageOne Video

EngageOne® Video is one of the most advanced Interactive Personalised Video solutions available. The technology enables deeper, more personal connections with customers by creating a true one- to-one, personalised real-time video experience. It incorporates intelligent customer data in real- time to deliver information to any audience, in any category.

Features

  • Interactive Video Solution
  • Respond to viewer preferences in real time.
  • Explain everything from statements to procedures in clear, easy-to-understand ways
  • Captivate and inspire clients, customers, prospects and employees
  • Intuitive user interface requires no viewer training
  • Supports multiples languages and accessibility features
  • Cost-effectiveness of email, web, mail with rich, scalable interactive options
  • Securely accessible from anywhere
  • Achieve engagement levels ten times greater than standard videos
  • Empower your sales teams with simple, automated lead qualification

Benefits

  • Create highly relevant content
  • Explain bills and statements
  • Accelerate digital adoption
  • Reduce call volume
  • Increase on-time bill payments
  • Improve loyalty and retention
  • Serve customers for less
  • Educate viewers on how to access and use services
  • Leverage the benefit of improved customer engagement
  • Drive sales volume and velocity

Pricing

£1.15 per instance per year

Service documents

G-Cloud 10

836583740952022

Agilisys Ltd

Darren London

07702 367779

info@agilisys.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints Planned maintenance is 6am-10am each Sunday.
System requirements Compatible browser

User support

User support
Email or online ticketing support Email or online ticketing
Support response times High=within 4 hours
Medium=within 2 calendar days
Low=within 4 calendar days
Refer to the Software Support & Maintenance Handbook for full details.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.0 AAA
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 Maintenance is included in allS software agreements and entitles you to the services, based on four maintenance levels, outlined in the Maintenance Service Matrix in the Software Support & Maintenance Handbook.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started Agilisys provide customer training as part of the solution implementation package. User documentation is provided.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction A customer can extract the customers analytics in a CSV format from the reporting dashboard.
End-of-contract process Data/video content extraction at the end of the contract is an additional cost to the customer and priced at the time of request.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Firefox
  • Chrome
  • Safari 9+
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service No difference
Accessibility standards None or don’t know
Description of accessibility N/A
Accessibility testing N/A
API Yes
What users can and can't do using the API The POST API provides the functionality to create new PURLs using an HTTP request. These PURLs give your customers and prospects access to their own interactive personalized video.
Users cannot use the API to upload content for the video editor (use the web GUI instead).
API documentation Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Existing API can be customised or new web services can be added if required. This can only be done by Pitney Bowes engineering or Professional services.

Scaling

Scaling
Independence of resources The solution is deployed in a private cloud. Pitney Bowes have in place its own internal procedures to ensure users are not affected by demand by other users. Using industry standard tools, Pitney Bowes are able to closely monitor activity across all of its services and load balance where appropriate.

Analytics

Analytics
Service usage metrics Yes
Metrics types Percentage availability
Outages
Scheduled Maintenance
Reporting types Regular reports

Resellers

Resellers
Supplier type Reseller providing extra support
Organisation whose services are being resold Pitney Bowes EngageOne Video

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 No
Datacentre security standards Complies with a recognised standard (for example CSA CCM version 3.0)
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 another standard
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 A customer can extract the customers analytics in a CSV format from the reporting dashboard.
Data export formats
  • CSV
  • Other
Other data export formats REST web service
Data import formats
  • CSV
  • Other
Other data import formats REST web service

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 SLA is based on System Availability of 99.5%. For full details on the SLA see the Service Definition.
Approach to resilience Two Geo redundant data centers with automated fail over in the event of disaster and data replication to replicate data between the data centers
Outage reporting Email alerts to customers.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels EngageOne Video management portal supports username/password authentication and role-based permission access to data (e.g. users can be restricted to reporting data vs customer data).
Access restriction testing frequency At least once a year
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 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 At least 12 months
How long system logs are stored for Between 1 month and 6 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 BSI
ISO/IEC 27001 accreditation date 16/11/2015
What the ISO/IEC 27001 doesn’t cover This is accreditation for the data center services provided by Telstra.
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 Yes
Security governance standards ISO/IEC 27001
Information security policies and processes Pitney Bowes corporate policies and control framework are aligned with the ISO 27001 Information Security Program Management Standards. This includes pragmatic policies, procedures, standards and guidelines to support the information security requirements, with a focus on the most critical assets. This enables us to maximize efficiency and effectiveness by leveraging a common set of controls and policies to comply with many regulations.
Pitney Bowes information security policy framework includes documented policies, procedures, standards and guidelines to support our relevant information security requirements.
There are 2 separate teams one for privacy and one for Information Security.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach The servers are monitored through SSCM and all assets are maintained through a central inventory. The servers are scanned and patched for vulnerabilities periodically.
A committee reviews the changes to the server and the configuration. The committee decides based on the test results and the risk involved. The changes are not performed without prior approval from the committee and the stakeholders. The normal change requests go through complete phase of stakeholder approvals, testing and UAT.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Scan is run on servers, once every month using Vulnerability Assessment tool The vulnerabilities are identified, remediation for the identified vulnerabilities are completed within 30 days All stakeholders are informed and the same change management process applies to the remediation process. There are various ways including the VA update and emails where we get inputs on potential threats.
Protective monitoring type Supplier-defined controls
Protective monitoring approach At the desktop Level, AVs are installed and updated which does real time monitoring on potential threats. At the network level, the traffic are regulated through firewall. We also have IDS which analysis traffic and whenever a potential attack is identified an automatic ticket is raised under security incident queue and get resolved based on the severity. The responses are provided based on the severity level.
Incident management type Supplier-defined controls
Incident management approach Multiple IDS devices are situated in the perimeter of the network which continuously monitor the inbound and outbound traffic. A 24x7 team monitors these incidents and provide real time solution. Timely escalations make sure all incidents are worked on priority and necessary patching or fixes are done following the change management process.

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £1.15 per instance per year
Discount for educational organisations No
Free trial available No

Documents

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