Parker Software Ltd

WhosOn

WhosOn is an AI-infused live chat solution coded to meet the needs of enterprise businesses. With WhosOn, you get the smartest live chat features available – spanning bots, advanced analytics, conversational automation, and more. All supported by sophisticated security measures that suit your business needs.

Features

  • Live chat communication from your website
  • Live website visitor tracking
  • Pro active and reactive chat engagement
  • Sentiment analysis of agents communication
  • Comprehensive reporting of chats and website visitors
  • AI Chat Bots for virtual agents
  • Custom development options available for Omnichannel
  • Real time live chat translation for over 100 languages
  • Skill based chat routing
  • CRM connection to Microsoft Dynamics and Salesforce

Benefits

  • Enabling online communication with website visitors
  • More productive as agents can have mutiple conversations online
  • Live overview of website visitors and vistors journey on website
  • All previouse chats with a visitor can be seen
  • Pre chat and post chat surveys for customer feedback
  • Skill based chat routing to agents with the skill set
  • Live translation to allow mutilingual communication in a chat
  • AI Chat Bots to assist with cost resource of agents
  • Chat sentiment analysis to see visitor happiness level
  • Connections to CRM for centralised customer communication data

Pricing

£25.00 to £100.00 a user a month

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 sales@parkersoftware.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

8 5 4 1 9 6 0 0 9 6 4 2 1 9 0

Contact

Parker Software Ltd Sales
Telephone: 0330 0882 943
Email: sales@parkersoftware.com

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
WhosOn Cloud is limited to websites that have under 20000 page views per day and need no more than 10 users to be logged in to WhosOn
WhosOn Dedicated Cloud Server standard is limited to websites that have under 300000 page views per day. Higher specification dedicated cloud servers are available for websites that have over 300000 page views per day on request.
System requirements
  • Modern Desktop Client needs windows OS
  • Classic Desktop Client needs Windows OS or Mac OSX
  • Web Client needs agents to access a webpage

User support

Email or online ticketing support
Email or online ticketing
Support response times
Standard Support - Weekdays 7am – 10:30pm GMT - UNITED KINGDOM
P1 30 minutes
P2 2 hours
P3 24 Hours
P4 24 Hours

Outside of these hours and weekends requires Extended Support to be purchased. Overview of extended support is available on request.
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
None or don’t know
How the web chat support is accessible
Via link on our Website www.WhosOn.com and choosing support.
Web chat accessibility testing
None
Onsite support
Yes, at extra cost
Support levels
Available on Request
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Online documentation and videos for Client setup and Settings Portal setup

Implementation packages for custom chat windows, online offline graphics, skill based routing setup, setup assistance, training- additional cost

Online training - additional cost
Onsite training - additional cost
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Data can be provided on request before the end of the agreement via XML or MS SQL backup
End-of-contract process
The WhosOn subscription for the amount of users and any additional add on options will have to be paid for an additional period if you wish to continue using the service after the contract ends.

Using the service

Web browser interface
Yes
Supported browsers
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install
Yes
Compatible operating systems
  • IOS
  • MacOS
  • Windows
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
From web visitor to agent if the website is mobile enabled the chat screen will be within all of the phone screen.
Agents can use the iPhone and iPad chat option available from the app store but this will not have all of the features of the desktop client.
Service interface
Yes
Description of service interface
Yes there is a desktop interface for agents to be able to receive chats.
Or they can access via a webpage on a laptop with reduce features.
There is also a settings portal accessible to admin and super users online to make changes to the system configuration.
Accessibility standards
None or don’t know
Description of accessibility
Chat Interface for Agent:
Desktop PC or Laptop using Windows or Mac OSX
Web page
iPhone or iPad App
Web Visitor:
From your website by having tracking code embedded on your website pages.
Options are Inline chat or pop out chat window or manual link
Accessibility testing
None
API
Yes
What users can and can't do using the API
Available on request
API documentation
Yes
API documentation formats
  • HTML
  • Other
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Customisation is available on request with an overview of project requirements. Any customisation provided would be subject to a Professional Service cost

Scaling

Independence of resources
We have restriction in place for WhosOn Cloud of no more than 20000 page views per day for the domain being monitored as this is a multitenancy environment.
If this level is exceeded a customer must move to the WhosOn Dedicated Cloud Server package so there is no other users are using any of the environment.

Analytics

Service usage metrics
Yes
Metrics types
To optimise your chat usage, you need live chat reports. WhosOn comes complete with a detailed reporting suite with access to 80 out of the box live chat reports, as well as dashboards of customisable charts and graphs. These include:
Daily summaries on sessions, sources, duration, wait times and queue abandonment.
Monthly usage reports, for quantitative overviews on your live chat channel’s uptake.
Customer satisfaction reports, detailing your rating and resolution scores.
Key agent performance metrics, analysing and comparing employee activity.
Traffic analysis reports, to help you predict staffing needs and identify trends.
Reporting types
  • Real-time dashboards
  • Regular reports

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Developed Vetting (DV)

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
Another external penetration testing organisation
Protecting data at rest
Encryption of all physical media
Data sanitisation process
Yes
Data sanitisation type
Explicit overwriting of storage before reallocation
Equipment disposal approach
In-house destruction process

Data importing and exporting

Data export approach
Data can be exported by staff members with access rights to the reporting section of WhosOn with data being available on line or they can export the data in formats available.
Data export formats
CSV
Data import formats
CSV

Data-in-transit protection

Data protection between buyer and supplier networks
TLS (version 1.2 or above)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
We shall make the Application available 99.5% of the time in any given month, except for:
planned maintenance carried out during the maintenance window of 22.00 to 06.00 (UK time) and unscheduled maintenance which we will wherever possible (but cannot guarantee) perform outside the hours of between 09.00 and 17.00 (UK time) Monday to Friday.
If we fail to meet the service availability you shall, on submitting a written claim, become entitled in any month to a credit of 5% of the then current monthly Subscription Fee for each 30 minutes of service unavailability, up to 25% of the monthly Subscription Fee.
Approach to resilience
Available on Request
Outage reporting
Online via web link to status page https://status.whoson.com/
Email

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
Super users have access to all settings within the settings portal and have the ability to make changes.
Administrator access can have access rights removed by a super user.
Agents and team can have different access rights that have been assigned by the administrator or super user.
Access restriction testing frequency
At least once a year
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 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

ISO/IEC 27001 certification
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
  • Cyber Essentials Plus
  • Hellios FSQS Registered

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
No
Security governance approach
Policies are reviewed annually and all policy modifications and additions are approved by the highest management.
Objectives are laid out by senior management and targets created and monitored for these objectives. We have a dedicated security function to aid in and enhance the company's security posture.
Information security policies and processes
We have a large range of security policies ranging from password policies to remote access policies and incident response policies. These are disceminated to staff through annual security awareness training. All staff are given the responsibility to look after the security of the company and report any suspicions. If a breach of poliy is found we have organisational means to disclpline the employee based on the severity of the breach. We also endeavour to ensure all policies fit in with company process to minimise the risk or incentive to work around those policies.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
All changes to our software are recording through devops tools which keeps track of who made what changes, when and copies of the original. For server changes, we log all file changes and have strict company rules on what kind of changes can be made and at what time these can be done. All changes are performed in a test or QA environment before being pushed to a live environment, with the exception of critical security issues which may be deployed in situ.
Vulnerability management type
Undisclosed
Vulnerability management approach
We have vulnerability scans that run periodically against the environment, results of these are then reviewed and labelled accoridng to severity. high severity issues will aim to be resolved within a week with low priority issue potentially being accepted into the baseline. We have a full penetration test executed against the cloud environment annually, results from this are treated as above.
Protective monitoring type
Undisclosed
Protective monitoring approach
We utilise an anti-virus solution on the server which includes a HIPS. In addition, logs are also stored centrally and analysed both by automated and manual systems for any suspect activity. Alerts would typically be addressed within one business day, depending on the severity of the alert.
If a compormise is found we have a team of people who would be contacted and a incident response policy that would be followed.
Incident management type
Supplier-defined controls
Incident management approach
We have an incident response policy which lists standard actions to take on discovery of an incident, all staff who may encounter an incident are trained in this.
Incidents would be reported to the information security team via telephone call, available 24/7/365.
During and after an incident a report will be compiled, these are then delivered to the company's board and any other stakeholders.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Pricing

Price
£25.00 to £100.00 a user a month
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
WhosOn Cloud is a 30 day Trial and comes with 10 users.
It is the complete solution so if purchased before the end of the trial we will convert the trail and all data, configuration and settings will be retained.
Link to free trial
https://www.whoson.com/free-trial/

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 sales@parkersoftware.com. Tell them what format you need. It will help if you say what assistive technology you use.