Grey Space

Discover Real Time Wallboards

Discover delivers powerful, real-time contact centre wallboards for Avaya and Amazon Connect. Enable remote access with fast data refresh and a modern browser-based UI, giving teams instant visibility into KPIs and agent performance from anywhere.

Features

• Real-time contact centre wallboards for Avaya and Amazon Connect
• Manage the solution via web-browser, no installation required.
• Roles-based access to enable safe and secure access for users.
• Supports remote access to users for users and administrators.

Benefits

• Improved visibility of live operational performance.
• Faster decisions through real‑time data updates.
• Simple onboarding with no software installation.
• Clear, consistent wallboards for team alignment.
• Predictable performance from clean, isolated architecture.
• Access and managed from anywhere using browser based interface.
• Secure and safe access using roles based permissions.
• Centralised management of all configuration and sessions.

• Education pricing available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at hello@grey-space.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

401267293698697

Contact

Laurie McLaughlin
44 141 488 0805
hello@grey-space.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Customer service
  • Contact centre
• Multi cloud support: Yes

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Discover is an extension to Avaya and Amazon Connect contact centre platforms, providing real‑time wallboards based on their data feeds.
• Cloud deployment model: Private cloud
• Service constraints: Integration: Avaya AACC, Avaya ACCS, and Amazon Connect.; Browser Support: Chrome, Edge, Firefox, Opera; Support: Limited to UK Business Hours (Mon-Fri 09:00 - 17:00); Access: Network Connection Required
• System requirements:
  • A supported contact centre platform (Avaya or Amazon Connect)
  • A network-enabled device for access.
  • A supported web-browser.
  • A stable network connection.
  • Some platforms may require additional licensing.

User support

• Email or online ticketing support: Yes
• Support response times: Response time is 24 hours, Monday - Friday, 09:00 - 17:00.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 A
• Phone support: No
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: All users receive the same level of support with the cost included in the subscription. No account managers or support engineers are provided.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide documentation that describes the operation of the service and offer optional online training/knowledge transfer to stakeholders just prior to go-live.; ; Training is usually undertaken by users deeply familiar with the solution at the point of go-live so training is tailored to each user's specific knowledge, capabilities, and needs.; ; A refresher is available to users on request and we offer a refresher when new features or significant changes are implemented in new versions of the service.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: At the end of the contract, the customer can request copies of their configuration data (for example, wallboard layouts). We do not store operational or historical contact centre data.; ; At the end of the contract the private environment is decommissioned and no customer data is retained.
• End-of-contract process: Environment decommission and configuration export are included in the price of the contract. No additional charges apply unless the customer requests to extend the contract beyond the agreed term or engage in services outside the agreed scope.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: We provide onboarding documentation to stakeholders typically via email containing key dates, scope of the configuration, how to access the environment, environmental prerequisites and how to contact support. A user guide is available through the service's UI. ; ; Offboarding documentation is provided in the same way, via email, at the end of an agreed term and if the customer opts not to renew.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Opera
• Application to install: Yes
• Compatible operating systems: Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Out solution is administered via web browser so there is functional parity between the desktop and mobile experience. Some UI elements appear different on mobile to consider the way users interact on a mobile device, creating a similarly simple and intuitive UX on desktop and mobile.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Our service interface is accessed via web browser and, from a user perspective, controls all aspects of the solution.
• Accessibility standards: None or don’t know
• Description of accessibility: The service is accessed via the web browser available on most smart devices with the need to install an application. ; ; Users are assigned roles that determine their access to specific features such as launching wallboards, configuring wallboards, adjusting settings, managing user access (including resetting passwords), manage active sessions, view logging information, and manage all wallboard related features.; ; The service does not include speciality accessibility tools beyond what is available on the user's device.
• Accessibility testing: None.
• API: No
• Customisation available: Yes
• Description of customisation: We provide a wallboard template customisation service where user's can define new layouts, colours and adjust widget sizes to create custom wallboards. The design portion of this is undertaken with user involvement but implementation of any customisation is only available to Grey Space and is not accessible to the user via UI or any other medium.

Scaling

• Independence of resources: Customer services are hosted in their own private, isolated environments within our cloud hosted service. Resources are not shared and environments operate independently to ensure separation of data and performance.

Analytics

• Service usage metrics: Yes
• Metrics types: We provide usage metrics in two ways; the first is via a real-time and trend dashboard accessible in the service interface, this shows the status of all data connectors and license consumption in real-time across different session types. License usage is also represented as a historical trend.; ; The second is through our monthly health checks, which is a series of checks we do on the service and the host server, noting license usage, system resource usage, patch levels and any Windows events that triggered during the period. We also show information on support tickets resolved during the period.
• Reporting types:
  • Real-time dashboards
  • Regular reports
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: Security Clearance (SC)

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: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: Less than once a year
• Penetration testing approach: In-house
• Protecting data at rest: Physical access control, complying with SSAE-18 / ISAE 3402
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: We only store configuration data (for example, wallboard layouts). Operational and historical contact centre data remains on the customer's platform. At any time, the customer can request copies of their configuration data.
• Data export formats:
  • CSV
  • Other
• Other data export formats: SQL database backup
• 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: We do not operate a formal SLA for availability. The service is designed for high availability through Microsoft Azure's inherent resilience - for any service issues we work with the customer to resolve it as quickly as possible and may offer refunds at our discretion.
• Approach to resilience: The service is hosted on a Windows VM with a local SQL Server database that can be restarted or the environment restored using simple and quick deployment processes and backups.; ; The service is hosted on Microsoft Azure which provides built-in resilience.
• Outage reporting: The service provides a dashboard showing the status of it's data integrations which can be used to identify a data stream outage but we do not provide a public status dashboard or API for outage reporting.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Access to management interfaces is restricted to users with an account. Users with an account have an assigned role that determines which features and settings of the service the user can access.; ; Additionally, access to the service interface network location can be limited to specific networks, making it unavailable to anyone but Grey Space and the customer. ; ; Support channels are only available to users with an account. User accounts are assigned a role that read and edit privileges to tickets only assigned to their organisation. Edit privileges extend only to raising tickets, or adding additional information to tickets.
• Access restriction testing frequency: Less than 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: Less than 1 month
• Access to supplier activity audit information: No audit information available
• How long system logs are stored for: Less than 1 month

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: Security governance is handled at director level. We assess risks, make security‑related decisions, and ensure the service is developed and operated securely in a way that’s proportionate to our size and risk profile.; ; We are certified to Cyber Essentials, which supports our technical security controls.
• Information security policies and processes: We follow a set of lightweight information security policies appropriate for a micro‑supplier. These cover secure development practices, access control, patching, vulnerability management, incident handling, and data protection. ; ; The creation and management of these policies sits at director level and policies are reviewed periodically to ensure they remain current, and relevant to the service and our operating environment.; ; As a small organisation, compliance is achieved through strict process adherence. Our size also allows us to respond quickly to maintain a secure service.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: The code base is managed under change control. Internally, we formally log changes with details of the components of the service that have been modified, the adjacent features or systems affected, and any dependencies.; ; Before changes are deployed, we asses their potential impact on performance and security. This includes reviewing whether a change introduces new risk, alters access methods, or affects the handling of data and include this in our test process.; ; Changes are deployed in a controlled manner in compliance with the change controls stipulated by individual customers, and we retain the ability to roll back if required.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We use a proportionate, risk‑based vulnerability management process. ; ; Potential threats are assessed by reviewing changes, monitoring system behaviour, and considering whether updates introduce new risks. Security patches for Windows, SQL Server, and application dependencies are applied promptly as part of routine maintenance, with critical updates prioritised. ; ; We track relevant threats through Microsoft security advisories, Azure notifications, and industry sources, allowing us to respond quickly and keep the service secure.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We use proportionate protective monitoring suitable for a micro‑supplier. Potential issues are identified through monthly health checks of the service and environment, review of system logs, and monitoring for unusual behaviour or unexpected behaviours, or changes. ; ; If we detect a potential compromise, we investigate immediately, apply fixes or patches, and restore normal operation. The small scale of the service allows rapid response to any incident.
• Incident management type: Supplier-defined controls
• Incident management approach: We have a simple process for incident management. Common events, like service issues or suspected security problems are handled through our support process.; ; Incidents detected by us or reported by users via email or raised through the support portal are responded to promptly, investigated, fixed, and resolution confirmed internally and with the user.; ; Post-incident, a clear summary of the incident is provided, including details on affected systems or features, the steps taken to resolve the incident and the steps taken to mitigate the potential for reoccurrence.; ; Our small size allows us to investigate, fix and communicate quickly during incidents.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 20b755ea-1d2e-4a08-973d-ea0eb890ef8f
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at hello@grey-space.com. Tell them what format you need. It will help if you say what assistive technology you use.