Textlocal

Connect - multi-channel digital messaging solution

IMIconnect is a cloud-based platform that lets enterprises add and integrate multi-channel voice and messaging capabilities into their existing apps, websites and business processes. Enterprise developers use our API and visual work flow builder to rapidly add SMS, Facebook Messenger, voice, social and other chat applications to any customer journey.

Features

  • API platform pre-integrated with 10+ digital messaging channels
  • Single UI for configuring, editing and viewing API integrations
  • Intelligent, responsive customer messaging across multiple digital channels
  • Drag and drop workflow builder for creating digital customer journeys
  • Multi-channel customer engagements triggered by the business or the customer
  • Integration with internal platforms for secure, personalised and relevant messaging
  • Automated messaging flows triggered from internal systems
  • Automatically update internal systems and processes with inbound messages
  • Enterprise grade cloud technology
  • Industry-standard security and encryption

Benefits

  • Easy to use workflow builder significantly reduces development work
  • Single dashboard for communication services improves visibility and management
  • Low-code, repeatable code approach reduces development overheads
  • Automation of messaging increases customer contact, while reducing costs
  • Shift to digital messaging reduces phone calls and operational costs
  • SAAS solution - no additional hardware or infrastructure required
  • Personalised, targeted messaging increases customer engagement
  • Pre-integration with digital messaging channels reduces complexity
  • Drag and drop means integrations can be created in minutes
  • Rapid way to meet customers’ demands for multichannel messaging

Pricing

£0.00096 to £0.6 per transaction

  • Education pricing available
  • Free trial available

Service documents

G-Cloud 10

901306419286706

Textlocal

Stuart Naylor

07740 034529 or 01244 573179

stuart.naylor@textlocal.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints There are no constraints
System requirements Access to a web browser is the only requirement

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Our response in the week is around 10 minutes which is gives a high quality service. This is the free service and anything bespoke needed is considered before an SLA is agreed.
User can manage status and priority of support tickets No
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 WCAG 2.0 AAA
Web chat accessibility testing Our web chat is part of the online system so no specific testing has been carried out
Onsite support Yes, at extra cost
Support levels The support level provided is in two halves, technical and user help. The technical help is usually associated with setting up the interfaces with other systems and tends to be at system start up. The user support calls are around first use of the system and then any new starters wanting to understand how to get the best out of the system.
This level of support is included in the cost, we are yet to find a service requirement that needs an additional paid service. The calls are managed by trained technical and user staff
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started IMIconnect is a self-service platform, which developers can use themselves.
When a customer signs up we will work with them to help them implement the service.
Additional training can be provided - onsite on online, as well as project management and BA support if needed.
The service is fully documented, with support available to users.
Since that IMIconnect enables the end-to-end automation of customer journeys with out-of-the-box access to 10+ messaging channels (SMS, Facebook Messenger, Twitter Messages, Push Notifications, RCS, Email, Voice, In-app Messaging, WhatsApp, WeChat), there are easy-to-setup integrations and lowcode tools which help to accelerate the launch of CX automation projects by 10x or more. Customer journeys that took months to develop can be built and launched in days using a combination of APIs, adaptors and a visual drag-and-drop flow builder. Think the original 'Visio'
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction The platform is designed to enable the transfer of data from one solution to another so there is no data stored on our servers to extract at the end of service.
End-of-contract process The cost of any project work that is needed will be costed for on a time and materials basis and agreed before the termination takes place.

Using the service

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 No
Accessibility standards WCAG 2.0 AAA
Accessibility testing Given this is 'middleware' then there is no user involvement apart from configuration.
API Yes
What users can and can't do using the API This is an API service; full documentation and support is available to users.
API documentation Yes
API documentation formats Open API (also known as Swagger)
API sandbox or test environment Yes
Customisation available Yes
Description of customisation The platform is configured and then operates without intervention. In the event that a software packages changes then there will need to be a change in the configuration or at least a thorough test of the functionality

Scaling

Scaling
Independence of resources Our service is scaled to deliver millions of messages and since we have a varied client base we never have any market sector dominating the available capacity. This is a problem with suppliers such as school specific services with limited infrastructure capability.
The platform itself is subject to regular capacity planning audits and can be scaled up rapidly. Considering the internet connectivity, we have multiple access points within the DC and high availability.

Analytics

Analytics
Service usage metrics Yes
Metrics types The reporting module is comprehensive and covers all aspects of the services delivered. Reports are either ad-hoc or created and then set up as a frequency report.

Considering the overall performance of the platform, we publish on the website our service status and history of the platform. This demonstrates our commitment to our SLAs and how we are achieving 99.999% uptime to date.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Baseline Personnel Security Standard (BPSS)

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 ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest Scale, obfuscating techniques, or data storage sharding
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 There is no need to export data and the platform is designed as a 'conduit' to enable legacy systems to talk to each other only.
Data export formats CSV
Data import formats CSV

Data-in-transit protection

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

Availability and resilience
Guaranteed availability The service levels we offer are around the elements which are under our control and this equates to access to the platform across the internet. We currently deliver 99.999% uptime. Any loss of service (which has not happened yet) will be compensated according to the severity of the issue. What constitutes a refund is discussed with each user before they use the system if this is something they wish to highlight.
Approach to resilience The platform is resiliently architectured such that there is no single point of failure, from the hardware and service point of view. We have secondary data centres ready to take over the service if necessary. No messages are lost in any instance, if they cannot go then they are queued waiting to go on the starting of the second data centre. The primary platform resides in Rackspace LON3 data centre (near Slough). The data centre has full power and internet redundancy. Textlocal also has a wide array of connectivity to the mobile networks, both directly with operators and through 3rd party aggregators.
Outage reporting Planned/Scheduled outages are advised via email to customers. Unplanned outages will be communicated through social media and the Textlocal website. Any issues affecting the platform are also available on the website all of the time with history available to view.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
Other user authentication Via API, apiKeys can be used, which can also be restricted by IP address
Access restrictions in management interfaces and support channels The Control Panel has a full suite of access control lists, allowing users to be created/controlled/restricted by the admin users of the account. Support functions are provided only to authorised users of accounts.
Access restriction testing frequency At least every 6 months
Management access authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)

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 receive audit information on a regular basis
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 BMTRADA
ISO/IEC 27001 accreditation date 27/05/2016
What the ISO/IEC 27001 doesn’t cover N/A
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 We are currently working towards ISO27001

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Textlocal has a full development, test and release process, using full development reviews, automated deployment methods, unit and manual testing. Each development change is reviewed including consideration for security. A internal monthly Penetration test is carried out to ensure ongoing security; with at least annual external tests.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Patches and operating system updates are managed by Rackspace, our data centre provider. When a set of patches become available, a suitable time will be planned in coordination with the Textlocal operations team, and the patches applied - this is usually overnight, UK time, and done in a way that's non-service impacting. Urgent or critical patches are applied, immediately, when available and appropriate.
Protective monitoring type Supplier-defined controls
Protective monitoring approach In conjunction with Rackspace, the whole platform is monitored and regularly audited. There is also a highly bespoke and conclusive security suite in place for ensuring inappropriate activity isn't sent via our SMS gateways. A full incident control SLA is in place.
Incident management type Supplier-defined controls
Incident management approach A full Incident Managment Policy is in place within Textlocal following ITIL procedures. Incidents are reported via the normal support channels - telephone, web chat or email. Incidents are updated via telephone or email.

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 £0.00096 to £0.6 per transaction
Discount for educational organisations Yes
Free trial available Yes
Description of free trial A 30 day trial is available.

Documents

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