Phoenix Software Ltd

SMART Phone

SMART Phone is telephony based Human Parity conversational AI assistant that lets users engage digitally with an organisation 24/7 via the phone. The AI assistant can direct callers to the best channel for their needs, whether that be summarised answers, forms, transfer the caller or book an appointment.

Features

• AI assistance via voice on your existing IVR
• Universal Concierge intelligently routes to the right channel
• Recognises context and sensitive content
• Intelligent Chat and natural language support
• Extensible Skills mode, just like ALEXA
• Library of pre-built Skills and personalities ready to deploy
• Multi-lingual and capable of dealing with regional accents
• Intent analytics captures each users’ interactions anonymously
• Highly performant, cloud-based solution
• Integrates with your CRM, booking systems and back-end data

Benefits

• Answer 90% questions accurately, first time; human parity performance
• Engage callers instantly in their choice of channel, 24/7
• Reduce call volumes freeing agents to focus on complex cases
• Queries resolved in minutes with no wait times
• Improve satisfaction at first contact, avoid using unmanned channels
• Serve users concurrently during peak, improving satisfaction
• Avoids need for user training - rapid deployment
• Subversion, provocation and desperation managed via Ethical edge
• Agents only intervene when user requests further assistance
• Reduce IT support/contact costs by up to 60%

£21,400 a licence a year

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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

Framework

G-Cloud 13

Service ID

135972583113668

Contact

Jonny Scott
01904 562200
ccs@phoenixs.co.uk

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: The following Microsoft licensing is required for the platform; An Azure Subscription Office 365 E1 or E3 or E5 Suite Microsoft Teams
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: AudioCodes provide planned maintenance notifications which will inform customers about service infrastructure work that might affect some Cloud Services. The scheduling of this maintenance can be viewed online.
• System requirements:
  • Windows Server 2016+
  • SQL Server (Std/Express) 2012+ / SQL Azure
  • Microsoft Azure Cognitive Services
  • IIS 8.0+

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: The response time is either 24 hour or 72 hours, depending on the contract signed by the client and applies during working hours from Monday to Fridays
• 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: The Support levels are as follows and the SLA for an Urgent issue is a fix or workaround within 24 hours or 72 hours, dependent on contract: 1.Urgent - System not responding or critical function loss that affects all users; 2. High - A function loss that causes significant disruption to business and users; 3. Normal - Function loss that affects some users but will not stop them from being able to do other tasks; 4. Low - A cosmetic issue or a minor function loss that affects some users; This service, up to an agreed number of hours per month is included in the cost of the Licence for the Citizen Services bot. Additional support hours can be purchased if required.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Through online training for power users
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats: MS Word
• End-of-contract data extraction: The software is decommissioned and product artefacts removed from customer's telephony system. No user content is effected.
• End-of-contract process: The software is decomissioned and product artifacts are removed from the customers azure subscription and Office 365 tenant. No user content is affected.

Using the service

• Web browser interface: No
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: None
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: No
• Customisation available: Yes
• Description of customisation: Developers can modify and extend the product using the administrative tools and SDK.

Scaling

• Independence of resources: The service is installed on dedicated cloud resources, for each individual customer. Service infrastructure is scaled according to customer requirements.

Analytics

• Service usage metrics: Yes
• Metrics types: Chat logs for all users are available
• Reporting types: Reports on request

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: ICS.AI

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Security Clearance (SC)

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 CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: Azure provides physical access. No user content is stored within the SMART configuration database, all content is stored in client applications or in Office 365/SharePoint
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: You own your data and retain all rights, title, and interest in the data you store within AudioCodes.You can download a copy of all of your data at any time and for any reason, without any assistance from AudioCodes or ICS
• 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)
  • IPsec or TLS VPN gateway
• Data protection within supplier network: Other
• Other protection within supplier network: No data is transferred from customer managed networks

Availability and resilience

• Guaranteed availability: This service is underpinned by a Microsoft Service Level Agreement (SLA) which describes Microsoft’s commitments for up time and connectivity. For this service, availability of at least 99.95% is guaranteed. The following monthly up time limits attract the indicated service credits. <99.95% (10%); <99% (25%); <95% (100%).
• Approach to resilience: Client facing application can be hosted on multple servers and back end processes can be moved between servers in the event of a primary server outage
• Outage reporting: Windows monitoring tools (System Centre, Nagios, etc) can be used to monitor service and report on outages

Identity and authentication

• User authentication needed: No
• Access restrictions in management interfaces and support channels: Active Directory Users and Groups
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Username or password
  • Other
• Description of management access authentication: As the service is run from the clients Azure subscription, they have a choice as to which mechanism to use for management access. This can include 2 factor authentication with user name and password or other options such as Azure Vault

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: N/A hosted in Azure which is compliant
• ISO/IEC 27001 accreditation date: N/A hosted in Azure which is compliant
• What the ISO/IEC 27001 doesn’t cover: N/A hosted in Azure which is compliant
• ISO 28000:2007 certification: Yes
• Who accredited the ISO 28000:2007: N/A hosted in Azure which is compliant
• ISO 28000:2007 accreditation date: N/A hosted in Azure which is compliant
• What the ISO 28000:2007 doesn’t cover: N/A hosted in Azure which is compliant
• CSA STAR certification: Yes
• CSA STAR accreditation date: N/A hosted in Azure which is compliant
• CSA STAR certification level: Level 5: CSA STAR Continuous Monitoring
• What the CSA STAR doesn’t cover: N/A hosted in Azure which is compliant
• PCI certification: Yes
• Who accredited the PCI DSS certification: N/A hosted in Azure which is compliant
• PCI DSS accreditation date: N/A hosted in Azure which is compliant
• What the PCI DSS doesn’t cover: N/A hosted in Azure which is compliant
• 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: No
• Security governance approach: Achieved by the responsible Director mandating & reviewing organisation-wide information security policy that is supported by lower level security policies, procedures and guidelines (such as the information security, risk and compliance management structures, reporting lines, divisions of responsibility, delegated authorities and so forth).
• Information security policies and processes: The Business Operations Director is responsible for setting and reviewing the following: Password Policy, Backup Policy, Network Access Policy, Remote Access Policy, Virtual Private Network (VPN) Policy, Guest Access Policy, Third Party Connection Policy, Network Security Policy, Mobile Device Policy, Retention Policy, Physical Security Policy, Email Policy

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: The solution is deployed using a Continuous Integration /Continuous Deployment methodology which is part of the Azure DevOps Service. DevOps is the combination of cultural philosophies, practices, and tools that increases an organization's ability to deliver applications and services at high velocity: evolving and improving products at a faster pace than organizations using traditional software development and infrastructure management processes.
• Vulnerability management type: Undisclosed
• Vulnerability management approach: One key operational best practice that AudioCodes uses to harden its cloud services is known as the “assume breach” strategy. By constantly challenging the security capabilities of the service, AudioCodes can stay ahead of emerging threats.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: The SMART AI Service is hosted on servers in the customer network. The SMART AI Service requires authentication to access and through the use of web server logs and SMART AI Service logs patterns of inappropriate use can be identified. When an incident is reported ICS works with the customer to resolve the issue and update any configuration issues and will provide a patch or update where necessary. SMART AI security issues are logged as priority 1 calls are dealt using appropriate SLAs.
• Incident management type: Supplier-defined controls
• Incident management approach: The product support team follow defined processes around logging, assigning, escalating and resolving issues. Nominated service users can report issues via a dedicated web portal, email address or telephone number and are regularly informed of incident progress. Incident report updates are available via the web portal or by contacting the support team.

Secure development

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

Public sector networks

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  Our SMART AI platform brings 24/7 self service and automation to users of public sector services. By deploying services digitally, our AI is part of an effort towards channel shift with less reliance on in-person event and meetings.
• Covid-19 recovery:

  Covid-19 recovery

  Our SMART AI platform helps public sector organisations and their users recover from the impacts of COVID-19. Our technology helps reduce the demand for front line support services by introducing self-service across various channels 24/7. It reduces the need for face to face meetings and uses accessible digital interfaces for organisations to serve their users. For support staff within an organisation it increases the likelihood of remote working and reduced travel as our technology is cloud based and accessible anywhere, at any time.
• Tackling economic inequality:

  Tackling economic inequality

  Our SMART AI platform delivers innovation and new technologies through the supply chain that results in reduced costs for public sector organisations and better quality services. Our proprietary AI is built to be human parity and deliver the same or a better experience than equivalent human agents on channels like phone, email and live chat. Our AI platform lets users increasingly self serve answers and processes to free up capacity within organisations and better deploy resources where they are most needed.
• Equal opportunity:

  Equal opportunity

  Our SMART AI platform is built with accessibility in mind. Our web based deployments of conversational AI are WCAG 2.1 AA compliant with styling and language that allow for customisation and access from text/voice input.
• Wellbeing:

  Wellbeing

  Our SMART AI platform was built to promote user self-service and automation with less reliance of public sector organisations' 1st line support. One way we can help communities is to deliver a human parity 24/7 service which isn't necessarily available from an organisation. We also offer multi-lingual support by default and allows non-native speakers to converse with an organisation in their own language seamlessly.

Pricing

• Price: £21,400 a licence a year
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Limited period access to fully featured demo environment
• Link to free trial: Environment provisioned per user

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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