VOICESCAPE LIMITED

Voicescape

Voicescape’s Caseload Manager and Agreements Manager solutions combine predictive analytics, data science, AI, machine learning and behavioural insights to allow social landlords to engage with residents. Products drive Rent Income Collection, Risk Based Arrears Management, Satisfaction and Feedback gathering, Wellbeing and Compliance. Automating tasks delivers operational efficiencies, optimising customer outcomes.

Features

• Live Dashboard / Real Time Performance Information
• Multi-Modal communications, Voice, SMS Text, Email, enhancing engagement and accessibility
• Secure Self-Serve portal, cloud hosted with two factor authentication
• Professional deployment and training services
• Seamless integration with leading HMS and leading ancillary services
• Flexibility and Scalability allowing for expansion and customisation
• No-touch / Low-touch IT implementation ensuring an efficient transition
• Compatibility with Telephony systems, HMS and CRM enabling smooth integration
• Fully Managed service with professional account management
• Income analytics offers insights into income generation and arrears management

Benefits

• Enhances operational efficiency by eliminating non-value added tasks
• Provides increased engagement during rent collection and valuable satisfaction insight
• Offers measurable impact with daily tracking of engagement success
• Demonstrates results with weekly monitoring of rent arrears impact
• Save time with a fully Managed service and account management
• Enables benchmarking across our client base, sharing best practices
• Target specific customer groups for tailored and swift communication
• Deliver increased compliance, engagement, feedback and collections results
• Communicate with customers at speed
• Drives tenant satisfaction and sustainability through proactive engagement

£0.50 to £18.00 a unit a year

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@voicescape.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

111242142515261

Contact

Bill WIlliams
0161 884 3598
hello@voicescape.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: None that we have encountered so far
• System requirements:
  • An internet connection (standard ports 80 and 443)
  • A static IP for whitelisting (where users upload via sFTP
  • A standards compliant Internet Browser
  • Javascript enabled

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Within the hour during standard office hours (9:00 - 17:30 Monday to Friday). Evening and weekend responses depend on the severity of the issue being raised.
• 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: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: We provide support via ZenDesk ticketing system. We also provide telephone and email support. We assign an account manager to all of our users. Our technical team can be contacted directly for more technical support issues. We also provide a Customer Success Manager for each account.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: User documentation. Technical assistance via telephone, email or support tickets.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Via the reporting interface, all data can be extracted to a CSV format.
• End-of-contract process: User data can be provided and is cleared down from our system a month after the end of contract unless otherwise requested. There are no additional charges at the end of a contract.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: When comparing mobile and desktop services, functionality remains consistent due to our responsive design principles. Regardless of device size, users can access all features. The primary distinction lies in screen layout: mobile interfaces are optimised for smaller screens, while desktop versions offer a more spacious view. Both views provide a seamless experience, ensuring efficient task performance.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: There is an administration website that allows users to login to control their service and generate reports. The system has different levels of privileges and modules that can be activated according to the user's subscription levels.
• Accessibility standards: None or don’t know
• Description of accessibility: The service does not have any specific accessibility features.
• Accessibility testing: The service has not been tested with assistive technologies.
• API: No
• Customisation available: No

Scaling

• Independence of resources: Real-time reports have a limit on the number of records that can be returned at once.

Analytics

• Service usage metrics: Yes
• Metrics types: Users can view real-time statistics and generate a variety of reports based on real-time data via the administration interface.
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

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: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Other
• Other data at rest protection approach: Database encryption
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: By logging into the secure administration interface and selecting their export criteria. This is self managed.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: Secure FTP transfers, these are IP whitelisted so only the customer can connect to the server.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Other
• Other protection within supplier network: IP whitelisting for data transfers

Availability and resilience

• Guaranteed availability: We target 99% availability, and have consistently delivered 99.99% over the past 12 months. We would discuss any refund or guarantee on a case by case basis if and when the situation dictated.
• Approach to resilience: Resilient Cloud infrastructure with replicated data and servers. Further information is available on request.
• Outage reporting: We have an in-house monitoring system which displayed statistics on the current status of all hardware and software services. This system alerts the support team by email and key members of staff by SMS.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Username or password
  • Other
• Other user authentication: Optional two-factor authentication
• Access restrictions in management interfaces and support channels: Access is regulated by userID, companyID and authorisation level. This determines what data and services each user can access. Access is controlled server side.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Username or password
  • Other
• Description of management access authentication: Optional two factor authentication

Audit information for users

• Access to user activity audit information: You control when users can access audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: You control when users can access 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: Sancert Global
• ISO/IEC 27001 accreditation date: 30/06/2024
• What the ISO/IEC 27001 doesn’t cover: There is nothing out of scope
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: 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: We have our own internal security policies which meet the standards of ISO 27001; further information and a redacted copy of these policies are available on request.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Change management is via an internal set of procedures that starts with a change request form which is then submitted through our development process. Impact assessments and security risks are evaluated as part of this process.
• Vulnerability management type: Undisclosed
• Vulnerability management approach: We have our own internal patch management policies; further information and a redacted copy of these policies are available on request.
• Protective monitoring type: Undisclosed
• Protective monitoring approach: Monitoring of existing services and vulnerability testing, incident reports are filed for any incidents that impact the service. We respond to any incidents immediately and we usually resolve any issues within hours.
• Incident management type: Undisclosed
• Incident management approach: We have only had a limited number of incidents that affect service and none of these are common events as we create automated fixes for any such incidents. Users can report issues with the service via the standard support methods. Incident reports are recorded, redacted examples can be provided.

Secure development

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

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Voicescape is committed to becoming a carbon neutral business. We have a published environmental policy, available on our website, and work with our staff, our suppliers and our partners to minimise our environmental footprint.

  Covid-19 recovery

  Voicescape’s automated engagement services have played a significant role in helping our clients keep their tenants safe and informed during the Covid-19 pandemic.; As the country adapted to new ways of working, in the early days of lockdown Voicescape customers were able to leverage automated engagement to reach out to tens of thousands of tenancies to offer support and information. By adopting this approach, landlords are able to quickly identify tenants who were in need of help, and target resources to making meaningful contact with those tenants, providing positive outcomes.; As the sector continues to adapt to the post pandemic challenges, Voicescape continues to work with clients to find automated solutions to help maintain sustainable tenancies.

  Tackling economic inequality

  Social landlords often provide housing to the most financially vulnerable in society. Not only do social landlords provide quality affordable housing, can also have a have significant positive impact on tenants social mobility; providing a base from which to reach a position of financial resilience and continue to grow and prosper.; This activity comes at significant cost to social landlords. In the current economic climate, typified by the “cost of living” crisis, more tenants are in need of assistance with making ends meet. Engaging with tenants requires time, and the process of generating outbound engagement is fraught with the possibility of inefficiency.; Voicescape’s analytics and tenant engagement services help social landlords to engage with tenants by identifying which tenants require engagement, what’s the appropriate level and type of engagement to make with the tenant and facilitating that engagement through a blend of automated outbound engagements. Through this activity, we work in partnership with social landlords to remove inefficiency from outbound engagement activity, releasing valuable time from non-value activities, to reinvest this into providing support and assistance to vulnerable tenants.; This collaboration with social landlords results in a reduction of tenancies in arrears, lower average arrears debt and reductions in the number of evictions.

  Equal opportunity

  Voicescape is fully committed to the elimination of unlawful and unfair discrimination and values the differences that a diverse workforce brings to the organisation.; Voicescape will not discriminate because of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (which includes colour, nationality and ethnic or national origins), religion or belief, sex or sexual orientation. It will not discriminate because of any other irrelevant factor and will build a culture that values meritocracy, openness, fairness and transparency. All employees are responsible for the promotion and advancement of this policy.

  Wellbeing

  Tenant and staff wellbeing is core to the services which Voicescape provide to social landlords. Voicescape’s engagement services create positive communication between social landlords and tenants for mutual benefit.; Tenant Wellbeing; Voicescape services positively impact tenants in several ways:; 1. Voicescape’s automated engagement provides tenants with the choice to tackle their arrears, provide feedback, schedule essential building safety checks and ask for help. By using automation, tenants are able to decide to engage with their landlord without feeling pressured and increasing stress and anxiety around potentially sensitive subjects, such as money worries.; 2. Through creating engagement with financially vulnerable tenants, and helping them to navigate to a position of financial stability and independence, Voicescape help landlords to alleviate the stress of rent arrears for their tenants.; 3. Voicescape’s welfare campaigns allow landlords to engage with customers at scale, inviting large numbers of customers to raise concerns across a wide range of issues. Landlords have successfully used targeted campaigns to help their tenants with information on severe weather warnings and lockdown measures.; Staff Wellbeing; Voicescape services also positively impact on the wellbeing of staff.; 1. By automating initial contact with a tenant, Voicescape’s engagement services act as a buffer between vulnerable tenants and staff. Reports suggest that anxiety and stress are closely linked to rent arrears and financial worries. By inviting tenants to speak through an automated channel, rather than officers contacting tenants directly to ask for payments, this can substantially diffuse conflict. This particularly creates a better working environment for income staff.; 2. Voicescape’s services leverage automation to remove repetitive non-value activity from officer workload. Whether by reducing the number of arrears cases to review, automating feedback or automating outbound contact to tenants, the removal of this non-value activity helps officers to spend more time invested in meaningful work.

Pricing

• Price: £0.50 to £18.00 a unit a year
• Discount for educational organisations: No
• Free trial available: No

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@voicescape.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.