INBOX - Digital Interactions Management
Our INBOX allows any digital interaction or textual task (event) to be blended into single or multiple queues. Organising them by business context with smart tagging and search filters, the events can be automatically prioritised and categorised. Automating the route to the correct agent or business orchestration rule.
Features
- Smart tagging search across multiple streams with filters/ folders
- Smart tagging search across multiple streams filters and folders
- AI, RPA and rule based automation
- Auto and manual sentiment analysis
- Rich snippets allow buttons to be created for simple commands
- Integration and routing to 3rd party system / call centre
- Outlook Gmail Sendgrid social SMS messaging reviews Ecommerce integration
- Agent analytics
- Digital insight & reporting
- Task management & scheduling
Benefits
- Single view - Blended agent inbox
- Productivity - Automation of high volume tasks & interactions
- Effectiveness Auto categorisation & organisation of all incoming events
- Efficiency – Speed to resolution and satisfaction
- Usability configured so users can respond easily with smart actions
- Lowered cost to serve and fulfil
- Interactions 24/7
- Perfect orchestration
Pricing
£75 a licence a month
Service documents
Request an accessible format
Framework
G-Cloud 11
Service ID
8 9 6 0 7 2 2 9 8 1 2 9 7 5 6
Contact
Britannic Technologies
Jonathan Sharp
Telephone: 01483242554
Email: jsharp@btlnet.co.uk
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
-
Call Centre Software
E-commerce platforms
CRM / Databases - Cloud deployment model
- Public cloud
- Service constraints
- N/A
- System requirements
- None. Fully managed solution
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
- Within 1 hours
- 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
- 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 Britannic's website
- Web chat accessibility testing
- N/A
- Onsite support
- Yes, at extra cost
- Support levels
-
Standard support is included in the monthly service charge
A named account manager is made available to all customers - Support available to third parties
- Yes
Onboarding and offboarding
- Getting started
- Onsite training, online training & user documentation
- Service documentation
- Yes
- Documentation formats
- End-of-contract data extraction
- This is requested and the data will be extracted / deleted when the contact ends.
- End-of-contract process
- At the end of the contract the customer can continue to use the service (contract extension) or terminate use accordingly. There are no financial penalties or costs to terminate contract at end of agreed term or extend beyond initial term, commencing a new term, which triggers monthly service charge and transactions charges accordingly.
Using the service
- Web browser interface
- Yes
- Supported browsers
-
- Internet Explorer 9
- Internet Explorer 10
- Internet Explorer 11
- 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
- Service works on all platforms. Only difference is amount of real estate utilised.
- Service interface
- Yes
- Description of service interface
- There is a dashboard which provides reporting, analytics & access to interactions
- Accessibility standards
- None or don’t know
- Description of accessibility
- N/A
- Accessibility testing
- N/A
- API
- No
- Customisation available
- Yes
- Description of customisation
- The system can be tailored
Scaling
- Independence of resources
- We use elastic scaling to not impact upon demand of the service.
Analytics
- Service usage metrics
- Yes
- Metrics types
-
Yes. Eg's include:
#of interactions
#of actions
type of interactions - Reporting types
-
- API access
- Real-time dashboards
- Regular reports
- Reports on request
Resellers
- Supplier type
- Reseller providing extra features and support
- Organisation whose services are being resold
- Bizvu
Staff security
- Staff security clearance
- Other security clearance
- Government security clearance
- Up to Security Clearance (SC)
Asset protection
- Knowledge of data storage and processing locations
- Yes
- Data storage and processing locations
- EU-US Privacy Shield agreement locations
- 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 every 6 months
- Penetration testing approach
- ‘IT Health Check’ performed by a CHECK service provider
- Protecting data at rest
- Physical access control, complying with CSA CCM v3.0
- Data sanitisation process
- Yes
- Data sanitisation type
- Deleted data can’t be directly accessed
- Equipment disposal approach
- In-house destruction process
Data importing and exporting
- Data export approach
- Csv
- 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)
Availability and resilience
- Guaranteed availability
-
99.95% uptime SLA
Service credits are provided to the value of 3.5% of the monthly service charge should this SLA not be met, per day up to a maximum of 100% of the monthly service charge for each month impacted. The service credits will be refunded to the customers account and notification provided. - Approach to resilience
- Available upon request
- Outage reporting
- Email alerts
Identity and authentication
- User authentication needed
- Yes
- User authentication
- Username or password
- Access restrictions in management interfaces and support channels
- Management interfaces are securely accessed via password control aligned to user profiles and privileges. Access to support channels is restricted to agreed named contacts within our customers - which are recorded on our CRM system - to ensure they have the authority to contact us for support and corresponding management control.
- 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
- 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
- ISO/IEC 27001 certification
- Yes
- Who accredited the ISO/IEC 27001
- BSI
- ISO/IEC 27001 accreditation date
- 08/04/2014
- What the ISO/IEC 27001 doesn’t cover
- Third party suppliers who do not directly impact the BTL Information Security
- ISO 28000:2007 certification
- No
- CSA STAR certification
- No
- PCI certification
- No
- 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
- Britannic Technologies Information Security is supported by ISMS framework of approved, communicated and published policies and procedures that includes all legal, physical and technical controls. BTL Information Security Policy as well as all other ISMS policies and procedures apply to all Britannic employees, while 3rd party management is governed by BTL 3rd Party Information Security Compliance Policy and annual suppliers reviews. Our management processes have been aligned to ISO/IEC 27001 and include (but are not limited to): Network Management, IT, Operations Security, Projects, Access Control, Suppliers Management, Asset Management, Human Resources Security. Due to evolving nature of information security, all BTL management processes are frequently reviewed to ensure Britannic Technologies remains in compliance with relevant legal and regulatory requirements of ISO/IEC 27001 and guidelines of ISO/IEC 27002. All ISMS Policies and Procedures have been approved by BTL Managing Director and Information Security Management Forum, made up of members of the Senior Management Team. BTL Information Security Management Forum carries an annual review of Information Security Policies and Procedures which can be also reviewed at other times as dictated by operational needs.
Operational security
- Configuration and change management standard
- Supplier-defined controls
- Configuration and change management approach
- Any change requests are recorded through the service desk, logged and tracked - time bound. We then review change requests through our change management process. These are reviewed for a range of aspects, including potential security impact. All changes are recorded.
- Vulnerability management type
- Supplier-defined controls
- Vulnerability management approach
-
We have implemented vulnerability management process fully compliant with ISO 27001:2013.
In order to identify potential threats we have:
- compiled an inventory of assets connected to our network
- identified critical systems and at-risk systems
- established timely and scheduled patch management process
- established a process ensuring programs and apps run the latest software versions
- established remediation timelines
We review and classify all vulnerabilities and associated threats on a regular basis as well as rate risks according to our stated risk categorisation and assign a remediation timeline to each risk.
We conduct a regular vulnerability testing/scanning process. - Protective monitoring type
- Supplier-defined controls
- Protective monitoring approach
- Britannic Technologies have implemented protective monitoring as a part of our risk management strategy. We collect and analyse log and event data which allows us to detect and promptly alert on operational and security issues related to a wide range of compliance and risk concerns. As a result we obtain information required to allow us to respond to incidents in a timely manner and to establish sufficient internal security controls for ongoing compliance with ISO 27001:2013 requirements.
- Incident management type
- Supplier-defined controls
- Incident management approach
- We have pre-defined processes for common events. Users can log tickets by phone, email or web portal. Tickets are timed from the point of being logged to closure. Each ticket type (Minor, Major & Critical) has an SLA, we monitor ticket closure & escalation processes. We have set up automated escalation at set times depending upon each type of ticket. We provide incident reports / RFO's as applicable.
Secure development
- Approach to secure software development best practice
- Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)
Public sector networks
- Connection to public sector networks
- No
Pricing
- Price
- £75 a licence a month
- Discount for educational organisations
- No
- Free trial available
- No