RAVENWARE LIMITED

AuditWise Quality Monitoring

AuditWise is a cloud-based quality management / reporting solution developed specifically for contact centres and customer service teams. With optional AI functionality, it is essential for businesses wanting to discover actionable insights into agent performance. It enables you to score and assess customer interactions, quickly highlighting areas of improvement.

Features

• Easy Set Up
• Dynamic Scorecard Builder
• Real-time reporting
• Auto analysis of 100% of customer interactions
• Voice & Sentiment Analysis
• Standard & Bespoke Integrations Available
• Gamification
• Auto-Scoring
• Client Access
• Compliance Monitoring

Benefits

• Comprehensive set up guide and assistance to get started
• Advanced levels of customisation to create effective audits
• Easily identify patterns and trends affecting customer experience
• Ability to analyse vast amounts of data very quickly
• Gain insights into customer satisfaction and perception through sentiment analysis
• Stream calls from your current telephony system
• Customisable gamification can transform approach to QA, increasing agent engagement
• More objective and standardised measurement of performance without bias
• Clients can directly monitor and assess their quality of service
• Ensure regulatory requirements are met during every interaction

£6.95 to £9.25 a licence

• Education pricing available
• Free trial 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 team@ravenware.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

152405834168034

Contact

Hayley Plant
01880 282820
team@ravenware.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Hybrid cloud
• Service constraints: Not Applicable
• System requirements:
  • Internet Access
  • Software Licence

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Dependent upon severity, the responses will be between 4 hours (critical) through to 7 working days for a single disrupted service
• 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: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Our webchat allows users to communicate directly with a member of the support team to answer their questions / resolve any queries. Where an issue cannot be resolved on first contact, a ticket will be raised.
• Web chat accessibility testing: None
• Onsite support: Yes, at extra cost
• Support levels: Remote or on site support, ranging from £500 for half day remote session to £1200 full day on site. We provide both technical and on-boarding support.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide one-to-one on-boarding which can be both onsite and online. We also have comprehensive user guides and an inbuilt helper wizard in the portal.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Users can export their data directly from the portal into CSV
• End-of-contract process: A business will pay for the software licences on a monthly basis for an agreed contract term. There are no additional costs at the end of the contract term.

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: Our service employs a responsive design. The same application is used for both mobile and desktop devices. The framework used to achieve this is Bootstrap.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The interface is a Bootstrap administrative portal designed to allow for agent interaction monitoring. This comprises of user dashboards, administrative dashboards, scorecard builders and scoring mechanisms. The majority of which present statistical information both textually and visually.
• Accessibility standards: None or don’t know
• Description of accessibility: Our platform has been designed for simplicity and ease of use. Our whole ethos is that we strive to simplify process through visualisation and natural process. We are confident that our solution is one of the most accessible and easy to use in the industry.
• Accessibility testing: None
• API: No
• Customisation available: Yes
• Description of customisation: Aesthetically, users can customise the colours of the platform and also add in their logo. Throughout the platform, there is terminology which can be changed as well as customisation to the scorecards and scoring mechanisms.

Scaling

• Independence of resources: Our service is built on highly available scale out infrastructure to ensure that there is no degradation of service when there are spikes in usage (Azure).

Analytics

• Service usage metrics: Yes
• Metrics types: Audit log of users accessing the platform and corresponding IP addresses; Users on the platform and associated scorecards; Audit trail of changes made/new reports or scorecards added
• Reporting types:
  • Real-time dashboards
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

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: 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: In-house
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Users can export their data directly from the portal into CSV
• 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)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Target availability of the service is 99.5% with a tiered matrix for service credits should we not meet this.
• Approach to resilience: Our infrastructure is provided by Microsoft Azure and is taken as IaaS. All infrastructure is set up with resilience and redundancy in mind. Further information can be provided on request.
• Outage reporting: Via a public dashboard and email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: User based permissions within the portal which are controlled by the business using the software
• Access restriction testing frequency: At least 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: 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: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• 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: CSA CCM version 3.0
• Information security policies and processes: We have a formally documented Information Security Policy outlining our overall approach to protecting information. This is approved by management, communicated to all staff (at onboarding and then annually) and is regularly reviewed. Staff are required to comply with this policy at all times.; We have formally documented risk assessment process that support the operational and information elements of the service.; The Managing Director is ultimately responsible for the information security within our organisation with the support of the management team.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All code is retained in a change control system and all changes are authorised by a person of appropriate control.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Available on request
• Protective monitoring type: Undisclosed
• Protective monitoring approach: We regularly audit ingress and egress logs and where suspicious activity is identified, we take appropriate measures. Response times depend upon the impact and severity of the identified activity. Response times are generally within the hour.
• Incident management type: Supplier-defined controls
• Incident management approach: Users can report incidents via email, phone or webchat. Full incident reports are made available where necessary,

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
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  We are actively working on our ESG strategy with a view to creating a policy that supports this throughout the business. Although we have taken small steps such as moving to a paperless office, installing electric charging points for staff cars and providing staff with sustainable drinks containers (thus removing plastic as much as possible from the office), we are conscious that there are many more steps that we need to identify and take over the next 12 months .

  Tackling economic inequality

  We actively encourage apprenticeships and currently have apprentices within the business which we hope will all become permanent members of the team once qualified.; Personal development is encouraged and the business will support training where possible, e.g. step into management courses, strategic leadership, marketing degrees, CIPD qualifications, accounting qualifications along with inhouse training and coaching.; Working alongside local schools and colleges to provide work experience and job skills training such as practice interviews and CV writing.

  Equal opportunity

  Ravenware is committed to promoting equal opportunities in employment and as a small business we consider ourselves to have a diverse workforce. We will make every effort to ensure that we make the necessary adjustments to ensure that all of our staff are comfortable and happy in their role.

  Wellbeing

  Wellbeing is at the forefront of our minds as a business and we try to support our employees as much as possible with a variety of initiative, such as flexible working, open communication, calm spaces and auto-enrolment into Medicash. This service not only provides financial support for a range of health/medical treatments and appointments but also has a whole range of support tools such as a confidential helpline, grievance counselling as well as online relaxation and fitness sessions

Pricing

• Price: £6.95 to £9.25 a licence
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: A free 30-day trial is available plus an additional 25 hours AI analysis

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