KCOM agile, scalable, hyperscale Workplaces Cloud Contact Centre services based on Amazon Connect simple self-service basic contact centre services with eGain Solve.
- Agent desk tops
- Speech recognition service
- Text to speech
- One-click call wrap up
- Event data
- Agent performance
- Knowledge Bases
- Optimised customer journeys
- Personalised customer experience
- Single view of the customer
- Empowered digital consumers
- Elastic customer-centric approach
- Productivity and streamline outdated business processes
- Quickly respond to peaks and troughs in demand
- Automation capabilities to balance self-service with customer experience
- Customer experience within the digital transformation agenda
- Align their IT investment with a customer-focused strategy
£0.0018 per unit per minute
- Pricing document
- Skills Framework for the Information Age rate card
- Service definition document
- Terms and conditions
KCOM GROUP PLC
|Software add-on or extension||Yes, but can also be used as a standalone service|
|What software services is the service an extension to||
Amazon Lex and Polly,
Amazon Dynamo DB, Aurora, Redshift,
|Cloud deployment model||Public cloud|
|Service constraints||Our consultants will assess your current collaborative capabilities and help to define an innovation roadmap that will transform your communications. We may need to expand your communications infrastructure, or simply re-architect your existing services.|
|Email or online ticketing support||Email or online ticketing|
|Support response times||
AWS Support case response time depends on severity. The support response times for Developer, Business and Enterprise Support tiers are listed below:
General guidance cases < 24 business hours; system impaired cases < 12 business hours.
General guidance cases < 24 hours; system impaired cases < 12 hours; production system impaired cases < 4 hours; production system down cases
< 1 hour.
General guidance cases < 24 hours; system impaired cases < 12 hours; production system impaired cases < 4 hours; production system down cases < 1 hour; business-critical system down cases < 15 minutes
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||None or don’t know|
|Phone support availability||24 hours, 7 days a week|
|Web chat support||Web chat|
|Web chat support availability||24 hours, 7 days a week|
|Web chat support accessibility standard||None or don’t know|
|How the web chat support is accessible||You can sign in to the Support Center at: https://console.aws.amazon.com/support/home#/ by using the email address and password associated with your AWS account. To log in with other credentials, see Accessing AWS Support.|
|Web chat accessibility testing||None|
|Onsite support||Yes, at extra cost|
24/7 customer service, support forums, 4 Core “Trusted Adviser” checks, personal health dashboard. No TAM. Free
Basic + business hours access to technical/architural Cloud Support Associates via email (one primary contact). No TAM. 3%x monthly AWS usage.
Basic + 24/7 access to Cloud Support Engineers via email, chat and phone for unlimited contacts; architecture, 3rd party software and programmatic case management support. TAM. Greater of $100 or spend-dependent percentage (pm).
Basic + plus architectural review, operations support, training, assigned concierge, proactive guidance, TAM. Greater of $15,000 or spend-dependent percentage (pm).
|Support available to third parties||Yes|
Onboarding and offboarding
Our solutions start with basic connect type services and scale up to solutions which include offerings in omnichannel, call recording, AI call routing, Knowledge base and Agent desk tops which include one-click call wrap up; plus access to event data and the ability to report on agent performance.
Our consultants will assess your current collaborative capabilities and help to define an innovation roadmap that will transform your communications. If there is a need to expand your communications infrastructure, or simply re-architect your existing services, our team of experts are on hand to design, develop and manage a bespoke collaboration solution.
|End-of-contract data extraction||At service commencement KCOM’s G-Cloud 10 service components address all of these requirements; offering a route from specification, through design, implementation, test, quality assurance, release into production and delivery. When doing so KCOM will KCOM will factor in the End-of-contract data extraction and transition/ exit approach.|
|End-of-contract process||If the customer requires consultancy involvement or a phased exit then this is chargable activity, so a proposal document will be created and the exit will be treated as a project.|
Using the service
|Web browser interface||Yes|
|Application to install||No|
|Designed for use on mobile devices||No|
|Accessibility standards||None or don’t know|
|Description of accessibility||
Permissions to access Amazon Connect features and resources, such as opening the contact control panel (CCP), placing calls, or creating reports, are assigned to user accounts within Amazon Connect.
Almost all functionality for each AWS service is exposed through the web console.
The web console facilitates management for all aspects of the AWS account in a consolidated view whilst providing access to all services and their respective functionalities.
In some cases, specific configuration parameters of a service are dedicated to, and only available from, the CLI, SDK, or API interface.
|What users can and can't do using the API||
All functionality is exposed via an API.
Amazon Connect API Reference provides descriptions, syntax, and usage examples for each of the Amazon Connect actions, data types, parameters, and errors.
|API documentation formats||
|API sandbox or test environment||No|
|Description of customisation||KCOM can support customers in customisation in the following way by using eGain and AWS services in building conversational interfaces into any application using voice and text. Turn text to lifelike speech. Run targeted campaigns to drive user engagement in mobile apps. Use Machine Learning to build smart applications, including applications for fraud detection, demand forecasting, targeted marketing, and click prediction. Develop a digital-first, omnichannel desktop including messaging, SMS, in-app, social, web, email, cobrowse, video, click to call, phone and Hyper-personalized knowledge in terms of single-sourced content management with multi-step approval workflow.|
|Independence of resources||
There is no infrastructure to deploy or manage, so you can scale your Amazon Connect contact center up or down, onboarding up to tens of thousands of agents in response to business cycles and paying only for the time callers are interacting with Amazon Connect plus any associated telephony charges.
Amazon Connect runs on Amazon Web Services proven infrastructure operating 42 Availability Zones within 16 geographic regions around the world. This makes Amazon Connect more highly available, fault tolerant and scalable than would be possible if a contact center solution was run from a single data center.
|Service usage metrics||Yes|
MI is a key component of any Contact Centre environment. There is reporting out-the-box from Amazon Connect, however this may not be sufficient in many circumstances.
Therefore the appropriate first step is to understand a customer’s MI requirements and map those against the out-the-box capabilities. There are then options regarding using the standard reports or integrating other AWS services to create bespoke reporting facilities.
Amazon Connect Contact Centre performance data can also be combined with other customer system historical statistics to provide a customer wide data lake for business intelligence analysis.
|Supplier type||Reseller providing extra support|
|Organisation whose services are being resold||AWS, eGain|
|Staff security clearance||Conforms to BS7858:2012|
|Government security clearance||Up to Developed Vetting (DV)|
|Knowledge of data storage and processing locations||Yes|
|Data storage and processing locations||
|User control over data storage and processing locations||Yes|
|Datacentre security standards||Supplier-defined controls|
|Penetration testing frequency||At least every 6 months|
|Penetration testing approach||Another external penetration testing organisation|
|Protecting data at rest||Other|
|Other data at rest protection approach||
AWS adheres to independently validated privacy, data protection, security protections and control processes. (Listed under “certifications”).
AWS is responsible for the security of the cloud; customers are responsible for security in the cloud. AWS enables customers to control their content (where it will be stored, how it will be secured in transit or at rest, how access to their AWS environment will be managed).
Wherever appropriate, AWS offers customers options to add additional security layers to data at rest, via scalable and efficient encryption features. AWS offers flexible key management options and dedicated hardware-based cryptographic key storage.
|Data sanitisation process||Yes|
|Data sanitisation type||
|Equipment disposal approach||In-house destruction process|
Data importing and exporting
|Data export approach||
AWS migration services include:
AWS Application Discovery Service - plan application migration projects
AWS Database Migration Service - migrate databases easily and securely.
AWS Server Migration Service (SMS) - agentless service to coordinate large- scale server migrations.
AWS Snowball - a petabyte-scale data transport solution that uses secure appliances to transfer large amounts of data into and out of the AWS cloud.
AWS Snowball Edge - a 100TB data transfer device with on-board storage and compute capabilities.
AWS Snowmobile - an Exabyte-scale data transfer service used to move extremely large amounts of data to AWS.
|Data export formats||Other|
|Other data export formats||N/A|
|Data import formats||Other|
|Other data import formats||N/A|
|Data protection between buyer and supplier networks||Private network or public sector network|
|Data protection within supplier network||Other|
|Other protection within supplier network||AWS provides several security capabilities and services to increase privacy and control network access. These include: Network firewalls built into Amazon VPC, and web application firewall capabilities in AWS WAF let you create private networks, and control access to your instances and applications. Encryption in transit with TLS across all services. Connectivity options that enable private, or dedicated, connections from your office or on-premises environment.|
Availability and resilience
AWS currently provides SLAs for several services. Due to the rapidly evolving nature of AWS’s product offerings, SLAs are best reviewed directly on our website via the links below:
• Amazon EC2 SLA: http://aws.amazon.com/ec2-sla/
• Amazon S3 SLA: http://aws.amazon.com/s3-sla
• Amazon CloudFront SLA: http://aws.amazon.com/cloudfront/sla/
• Amazon Route 53 SLA: http://aws.amazon.com/route53/sla/
• Amazon RDS SLA: http://aws.amazon.com/rds-sla/
• AWS Shield Advanced SLA: https://aws.amazon.com/shield/sla/
Well-architected solutions on AWS that leverage AWS Service SLA’s and unique AWS capabilities such as multiple Availability Zones, can ease the burden of achieving specific SLA requirements.
|Approach to resilience||
The AWS Business Continuity plan details the process that AWS follows in the case of an outage, from detection to deactivation. AWS has developed a three-phased approach: Activation and Notification Phase, Recovery Phase, and Reconstitution Phase. This approach ensures that AWS performs system recovery and reconstitution efforts in a methodical sequence, maximizing the effectiveness of the recovery and reconstitution efforts and minimizing system outage time due to errors and omissions.
AWS maintains a ubiquitous security control environment across all regions. Each data centre is built to physical, environmental, and security standards in an active-active configuration, employing an n+1 redundancy model, ensuring system availability in the event of component failure. Components (N) have at least one independent backup component. All data centres are online and serving traffic. In case of failure, there is sufficient capacity to enable traffic to be load-balanced to the remaining sites.
Customers are responsible for implementing contingency planning, training and testing for their systems hosted on AWS. AWS provides customers with the capability to implement a robust continuity plan, including the utilization of frequent server instance back-ups, data redundancy replication, and the flexibility to place instances and store data within multiple geographic regions across multiple Availability Zones.
|Outage reporting||Public dashboard; personalised dashboard with API and events; configurable alerting (email / SMS / messaging)|
Identity and authentication
|User authentication needed||Yes|
|User authentication||2-factor authentication|
|Access restrictions in management interfaces and support channels||
IAM provides user access control to AWS services, APIs and specific resources. Other controls include time, originating IP address, SSL use, and whether users authenticated via MFA devices.
API calls to launch/terminate instances, change firewalls, and perform other functions are signed by customers’ Amazon Secret Access Key (either the root AWS Account’s Secret Access Key or the Secret Access key of a user created with AWS IAM). Amazon EC2 API calls cannot be made on customers’ behalf without access to customers’ Secret Access Ke.
API calls can be encrypted with TLS/SSL for confidentiality and customers can use TLS/SSL-protected API endpoints.
|Access restriction testing frequency||At least every 6 months|
|Management access authentication||2-factor authentication|
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 have access to real-time 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||Yes|
|Who accredited the ISO/IEC 27001||EY CertifyPoint|
|ISO/IEC 27001 accreditation date||15/12/2017|
|What the ISO/IEC 27001 doesn’t cover||Depending on the services and capabilities used some areas might not be covered by ISO/IEC 27001 certification, e.g. the use of AWS Serverless Application Repository, AWS Artifact, AWS Mobile Hub|
|ISO 28000:2007 certification||No|
|CSA STAR certification||Yes|
|CSA STAR accreditation date||15/12/2017|
|CSA STAR certification level||Level 2: CSA STAR Attestation|
|What the CSA STAR doesn’t cover||N/A|
|Who accredited the PCI DSS certification||Coalfire Systems Inc|
|PCI DSS accreditation date||25/01/2018|
|What the PCI DSS doesn’t cover||N/A|
|Other security certifications||Yes|
|Any other security certifications||
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||ISO/IEC 27001|
|Information security policies and processes||
AWS implements formal, documented policies and procedures that provide guidance for operations and information security within the organisation. Policies address purpose, scope, roles, responsibilities and management commitment.
Employees maintain policies in a centralised and accessible location. AWS Security Assurance is responsible for familiarizing employees with the AWS security policies.
AWS has established information security functions that are aligned with defined structure, reporting lines, and responsibilities. Leadership involvement provides clear direction and visible support for security initiatives.
The output of AWS Leadership reviews include any decisions or actions related to:
• Improvement of the effectiveness of the ISMS.
• Update of the risk assessment and treatment plan.
• Modification of procedures and controls that affect information security to respond to internal or external events that may impact the ISMS.
• Resource needs.
• Improvement in how the effectiveness of controls is measured.
Policies are approved by AWS leadership at least annually or following a significant change to the AWS environment.
|Configuration and change management standard||Supplier-defined controls|
|Configuration and change management approach||
Changes to AWS services and features follow secure software development practices, including security risk reviews prior to launch. Developer access to production environments is via explicit access system requests, subject to owner review and authorisation.
Teams set bespoke change management standards per service, underpinned by standard AWS guidelines.
All production environment changes are reviewed, tested and approved. Stages include design, documentation, implementation (including rollback procedures), testing (non-production environment), peer to peer review (business impact/technical rigour/code), final approval by authorised party.
Emergency changes follow AWS incident response procedures. Exceptions to change management processes are documented and escalated to AWS management.
|Vulnerability management type||Supplier-defined controls|
|Vulnerability management approach||
AWS Security performs vulnerability scans on the host operating system, web applications, and databases in the AWS environment. Approved 3rd party vendors conduct external assessments (minimum frequency: quarterly). Identified vulnerabilities are monitored and evaluated. Countermeasures are designed and implemented to neutralise known/newly identified vulnerabilities.
AWS Security monitors newsfeeds/vendor sites for patches and receives customer intelligence via http://aws.amazon.com/security/vulnerability-reporting/.
AWS customers are responsible for all scanning, penetration testing, file integrity monitoring and intrusion detection for their Amazon EC2 and Amazon ECS instances/ applications. Scans should include customer IP addresses (not AWS endpoints). AWS endpoint testing is part of AWS compliance vulnerability scans.
|Protective monitoring type||Supplier-defined controls|
|Protective monitoring approach||
AWS deploys (pan-environmental) monitoring devices to collect information on unauthorized intrusion attempts, usage abuse and network/application bandwidth usage. Monitoring:
• Port scanning attacks
• Usage (CPU, processes, disk utilization, swap rates, software-error generated losses)
• Application metrics
• Unauthorized connection attempts
Near real-time alerts flag incidents, based on AWS Service/Security Team- set thresholds. Requests to AWS KMS are logged and visible via the account’s AWS CloudTrail Amazon S3 bucket. Logs provide request information, under which CMK, and identify the AWS resource protected through the CMK use. Log events are visible to customers after turning on AWS CloudTrail in their account.
|Incident management type||Supplier-defined controls|
|Incident management approach||
AWS adopts a three-phased approach to manage incidents:
1. Activation and Notification Phase
2. Recovery Phase
3. Reconstitution Phase
To ensure the effectiveness of the AWS Incident Management plan, AWS conducts incident response testing, providing excellent coverage for the discovery of defects and failure modes as well as testing the systems for potential customer impact.
The Incident Response Test Plan is executed annually, in conjunction with the Incident Response plan. It includes multiple scenarios, potential vectors of attack, the inclusion of the systems integrator in reporting and coordination and varying reporting/detection avenues.
|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|
|Price||£0.0018 per unit per minute|
|Discount for educational organisations||No|
|Free trial available||Yes|
|Description of free trial||AWS provides a free usage tier which includes 90 minutes per month of Amazon Connect service usage.|
|Link to free trial||https://amazon.com/connect/pricing|