IPsoft

1Desk

IPsoft makes it possible to transform business performance through the employment of digital labor. Every day we automate thousands of IT and business processes for enterprises across a wide range of industries.

Features

  • Integrated intelligent automation platform
  • Conversational AI assistant
  • IT environment monitoring and incident automation
  • Automated shared services and IT helpdesk
  • Business process automation
  • Skills based work routing
  • Software integration platform
  • API based automation
  • Robotic process automation
  • Predictive analytics

Benefits

  • Cost save & efficiency
  • Environment simplification
  • Audit & compliance improvement
  • Reduction in mean time to resolution & outage time
  • Improved customer and employee experience
  • Improved transparency of the whole back office
  • Integration & standardisation of back office business units

Pricing

£0 to £5 per unit

  • Education pricing available

Service documents

Framework

G-Cloud 11

Service ID

9 2 2 2 1 9 3 2 2 2 0 1 9 5 8

Contact

IPsoft

Stephen Harcup

+44 20 7070 5700

stephen.harcup@ipsoft.com

Service scope

Software add-on or extension
No
Cloud deployment model
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
Service constraints
NA
System requirements
Red Hat or scientific Linux

User support

Email or online ticketing support
Yes, at extra cost
Support response times
Response times are detailed in our standard support and maintenance agreement.
User can manage status and priority of support tickets
No
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
Support levels are detailed in our standard support and maintenance agreement. Standard support agreement satisfies most requirements although tailored support packages are available and priced upon request. IPsoft provides a mature client support structure with dedicated engagement managers, solution architecture and sales support as standard.
Support available to third parties
No

Onboarding and offboarding

Getting started
We provide course based material, both online and offline to enable our customers to own the Amelia training process. Onsite and classroom led sessions are also available.

On site and supplier provided services for Amelia training are also available, and can be discussed as part of an overall solution.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Data extraction or data destruction is dependent upon a combination of data stored in Amelia (personal vs non), and the hosting and location requirements of the program. Options to retain, destroy or a combination of both are available.
End-of-contract process
Should the buyer choose to terminate the subscription to the service the supplier and buyer will mutually agree a termination date. The buyer can export relevant content before services terminate, and upon termination date the supplier will revoke all access to the Amelia instance and will subsequently decommission said instance.

If the buyer would like to retain the solution in a different format, for example from a public to a private cloud, commercial options regarding the migration effort and subsequent subscription model can be discussed.

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
Amelia has a responsive UI, ensuring experience across devices is optimal. On mobile, Amelia can be deployed as an app or via the browser.
Service interface
No
API
Yes
What users can and can't do using the API
Amelia has a RESTful API for both front-end and back-end integration. Front end integration is for conversational input into Amelia via a live chat integration, for example. Back end integrations are to allow Amelia to manipulate and read from customer systems.
API documentation
Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment
No
Customisation available
Yes
Description of customisation
Amelia's base platform provides conversational natural language and dynamic process abilities. Amelia can be trained to handle conversations that represent your customer journeys.

The user experience can also be tailored through the modification of a highly customiseable mobile and web user interface.

Scaling

Independence of resources
The virtual machines created to run an Amelia instance are set up with low contention ratios to prevent greedy resource consumption from other users.

Should a buyer wish to deploy Amelia with independent resource guarantees, then commercial options are available for this.

Analytics

Service usage metrics
Yes
Metrics types
Amelia provides in depth, fully auditable metrics on how many conversations were handled, how many had to be escalated to a human agent, as well as reporting on how many conversations have been driven to a successful outcome.
Reporting types
  • Real-time dashboards
  • Regular reports

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
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
  • European Economic Area (EEA)
User control over data storage and processing locations
No
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 SSAE-16 / ISAE 3402
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
Scheduled export of chat logs is deployed as part of solution implementation. obfuscation of data in log files happens pre-write; i.e. sensitive information is masked out before log files are created.

User will nominate a named individual(s) to whom the export will be automatically sent. Strict governance is implemented to ensure any named individuals are selected as part of change control only.
Data export formats
Other
Other data export formats
  • Compressed text export
  • Encrypted, compressed text export
Data import formats
Other
Other data import formats
Data upload is not applicable for the Amelia software

Data-in-transit protection

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

Availability and resilience

Guaranteed availability
IPsoft guarantees a 99% availability for Amelia. Increased availability can be requested and there are commercial options available to achieve this. IPsoft has a service credit scheme for any breached SLAs.
Approach to resilience
Resilience is contractually committed to as part of the availability SLA. This resilience is achieved by a number of different methods including clustering and replication. Offline storage and cold restores are available as secondary continuity methods.

IPsoft's detailed business continuity and disaster recovery plan can be provided in full upon request.
Outage reporting
IPsoft provides email alerts to a customer, as well as a dedicated account team that will proactively engage the customer in the event of a serious outage or service affecting incident(s).

Identity and authentication

User authentication needed
No
Access restrictions in management interfaces and support channels
Strict RBAC is in place on server infrastructure in line with IPsoft security policies which can be provided upon request. Access to the Amelia user interface can be authenticated for end user access if requested. Superuser/administrator access that is required to train Amelia is controlled by strict RBAC in line with password control policy, which can be provided upon request.
Access restriction testing frequency
At least once a year
Management access authentication
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

Access to user activity audit information
Users receive audit information on a regular basis
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
User-defined
How long system logs are stored for
User-defined

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
To be advised.
ISO/IEC 27001 accreditation date
24/07/2014
What the ISO/IEC 27001 doesn’t cover
Locations outside of IPsoft offices or data centres.
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
Information Security within IPsoft is a separate and distinct functional unit reporting directly to the IPsoft CEO and BoD providing Policy, Process, Awareness, Governance, Investigation, Review and related tasks to IPsoft, IPsoft’s Clients and authorized third party Auditors.

The Information Security Group may review, capture or otherwise note any communication, data, instruction, document, behavior or activity which may violate the provisions of any IPsoft Policies, Contracts, Industry Codes, Standards and/or Laws.

Audit Logs and utilisation reports are used to monitor System activity and history for violations of Policy. Logs are retained for at least one year.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Amelia training is version controlled and cannot be promoted without fulfilling the built in change management criteria and process.

The Amelia platform and components therein are managed through our CMDB and change management processes to ensure that changes are understood, communicated, assessed, and completed in a considered way.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
IPsoft defined in house controls for vulnerability identification and assessment using HP webinspect to identify issues.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
External facing IDS systems monitor traffic and report anomalies to an ArcSight. All syslog messages are captured locally and processed via ArcSight. Alarms of appropriate severity are pushed into our proactive monitoring platform (IPcenter) and are responded to in alignment with our severity response table, which can be provided upon request
Incident management type
Supplier-defined controls
Incident management approach
Incidents are recorded into IPsoft's incident management platform (IPcenter) where automated pre-defined processes are run to resolve issues if matching common issues. If no automation matches the incident, it is forwarded to our 24/7 incident support team and is addressed in line with our severity definitions and 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
No

Pricing

Price
£0 to £5 per unit
Discount for educational organisations
Yes
Free trial available
No

Service documents

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