KCOM GROUP PLC

Amazon (AWS) Connect by KCOM

KCOM agile, scalable, hyperscale Workplaces Cloud Contact Centre services based on Amazon Connect simple self-service basic contact centre services with eGain Solve.

Features

  • Agent desk tops
  • Self-service
  • Multichannel
  • Speech recognition service
  • Text to speech
  • One-click call wrap up
  • Event data
  • Agent performance
  • Knowledge Bases
  • Automation

Benefits

  • 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  • Productivity and streamline outdated business processes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

Pricing

£0.0018 per unit per minute

Service documents

G-Cloud 10

988706031470045

KCOM GROUP PLC

Tim Whitehead

01482 603622

Procurement.Portal@kcom.com

Service scope

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 Amazon Lex and Polly,
AWS Lambda,
Amazon S3,
Amazon Glacier,
Amazon Dynamo DB, Aurora, Redshift,
Amazon Quicksight,
Amazon Pinpoint,
eGain Solve,
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.
System requirements N/A

User support

User support
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:

Developer:
General guidance cases < 24 business hours; system impaired cases < 12 business hours.

Business:
General guidance cases < 24 hours; system impaired cases < 12 hours; production system impaired cases < 4 hours; production system down cases
< 1 hour.

Enterprise:
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

Information: https://aws.amazon.com/premiumsupport/compare-plans/
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 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
Support levels Basic:
24/7 customer service, support forums, 4 Core “Trusted Adviser” checks, personal health dashboard. No TAM. Free

Developer:
Basic + business hours access to technical/architural Cloud Support Associates via email (one primary contact). No TAM. 3%x monthly AWS usage.

Business:
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).

Enterprise
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

Onboarding and offboarding
Getting started 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.
Service documentation Yes
Documentation formats PDF
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

Using the service
Web browser interface Yes
Supported browsers
  • Firefox
  • Chrome
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.
Accessibility testing None
API Yes
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 Yes
API documentation formats
  • HTML
  • PDF
  • Other
API sandbox or test environment No
Customisation available Yes
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.

Scaling

Scaling
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.

Analytics

Analytics
Service usage metrics Yes
Metrics types 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.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Reseller providing extra support
Organisation whose services are being resold AWS, eGain

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Developed Vetting (DV)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
  • Other 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
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach In-house destruction process

Data importing and exporting

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-in-transit protection

Data-in-transit protection
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

Availability and resilience
Guaranteed availability 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

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

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

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
PCI certification Yes
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
  • Cyber Essentials Plus
  • ISO 27017
  • ISO 27018
  • SOC 1/2/3

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 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.

Operational security

Operational security
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.

Secure development

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

Public sector networks
Connection to public sector networks No

Pricing

Pricing
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

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions
Service documents
Return to top ↑