VerseOne Group Ltd

VerseOne Vocoll Communication and Collaboration Tool and Intelligent Chatbot for Customer Service

Easily collaborate through frictionless digital interactions.

Vocoll drives productivity through empowering collaboration between internal teams and external customers, through Live Support/Chat, Knowlege bot. Vocoll customer experience is further enhanced through a native Android or iOS mobile application, enabling true on-the-go interactions via push notifications.

Features

• Giving teams the ability to handle multiple chat streams
• Create groups and set privacy to keep communications secure
• Create and customise as many teams as you require
• Share rich media from a shared library
• Omni-device - any device, anywhere
• Security and Privacy - conversations are securely encrypted
• Create reports to manage and monitor interactions
• AI-driven knowledge Bot to allow 24*7 support
• Chat forwarding to other members of the team
• Pre-defined intelligent responses to common questions -

Benefits

• Improve customer satisfaction and deliver stakeholders the services they want
• Reduce your effort for service delivery by offering self-service options
• Deliver a measurable return on investment saving per digital customer
• Offer customers a fantastic experience that they want to use
• Offer self-service 24*& utilise your staff more efficiently
• Provide an intuitive user experience for your customers and staff
• As digital offering change, configure the solution to meet demand
• Gain efficiencies by handling multiple chat sessions simulationously

£60 to £150 a licence a month

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 sales@verseone.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

270236760396456

Contact

Customer Success Team
01483961208
sales@verseone.com

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: Any customer or staff facing digital solutions. For example Website, Intranet or portal.
• Cloud deployment model: Private cloud
• Service constraints: Planned maintenance and in-version upgrades are included with all service levels.
• System requirements:
  • Internet Explorer 9+
  • Microsoft Edge (any)
  • Chrome (5+)
  • Firefox (2+)
  • Safari (4+)

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: All customers are supported in line with a Service Level Agreement. The support service includes a full fault diagnosis and error correction service for all of the applications delivered for the duration of the agreement. Support is available Monday to Friday 09:00–17:30 (excluding UK Bank Holidays):; ; P1: Target response 30 mins—Time to resolve 4 hours; P2: Target response 30 mins—Time to resolve 1 day; P3: Target response 30 mins—Time to resolve 5 days; P4: Target response 30 mins—Time to resolve 10 days.; ; See Service Definition document for more.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• 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: VerseOne prides itself on an in-depth knowledge of all aspects of accessibility with regard to design, implementation, content management, and web software design.; ; VerseOne's experienced Web Accessibility auditor will use adaptive technology, where relevant, to test our sites and software to WCAG AA Level (at least), including for users with: no vision, low vision, colour blindness, dyslexia, deafness, mobility impairment, and learning difficulties.
• Web chat accessibility testing: VerseOne prides itself on an in-depth knowledge of all aspects of accessibility with regard to design, implementation, content management, and web software design.; ; VerseOne's experienced Web Accessibility auditor will use adaptive technology, where relevant, to test our sites and software to WCAG AA Level (at least), including for users with: no vision, low vision, colour blindness, dyslexia, deafness, mobility impairment, and learning difficulties.
• Onsite support: Yes, at extra cost
• Support levels: All customers are supported in line with a Service Level Agreement. We provide a single, consistently good level of service, which is appropriate to meet the 99.9% uptime commitment in the SLA.; ; The support service includes a full fault diagnosis and error correction service for all of the applications delivered for the duration of the agreement. Support is available Monday to Friday 09:00–17:30 (excluding UK Bank Holidays):; ; P1: Target response 30 mins—time to resolve .5day;; P2: Target response 30 mins—time to resolve 1 day;; P3: Target response 30 mins—time to resolve 5 days;; P4: Target response 30 mins—time to resolve 10 days.; ; As part of our G-Cloud service, we provide an uptime of 99.9% for all the websites you publish from VerseOne. Any issue that affects this is a P1, and is dealt with on a 24/7/365 basis.; ; Support is provided within the SAAS cost. We provide support to the same high standard for each of the licence levels.; ; We allocate an engineer to each issue and they stay with it until resolution.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: The intuitive nature of the Vocoll solution means that customers can be up and running within hours. However, VerseOne offer as standard personalised on-boarding services covering both agent and admin functions. In addition to standard user documentation, VerseOne can provide specific documentation and training based on the organisations "use case".
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: All of the data held within the support chat calls are recorded within the Vocoll system and can be exported at any time in the admin area by admins with the relevant permissions.
• End-of-contract process: There are no additional costs when the contract ends, unless the client requests services outside those detailed within the End of Contract data extraction or as detailed in the Call-off contract. VerseOne will work with our customers to ensure a smooth transition.

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: Desktop service “Mobile first”, responsive web design (RWD) and progressive enhancement principles have been part of VerseOne's DNA since 2010.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: The clients and support agents interface with the software through a one-page web interface, this uses WebSockets to keep an open connection to the server allowing real-time communication. It uses javascript, Html, CSS to update and display the information as well as providing the interface for the agents to send messages, upload media and other admin functions for the live support call.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: VerseOne prides itself on an in-depth knowledge of all aspects of accessibility with regard to design, implementation, content management, and web software design.; ; VerseOne's experienced Web Accessibility auditor will use adaptive technology, where relevant, to test our sites and software to WCAG AA Level (at least), including for users with: no vision, low vision, colour blindness, dyslexia, deafness, mobility impairment, and learning difficulties.
• API: Yes
• What users can and can't do using the API: The current API’s available interact with the chatbot, allowing users to set up rules and integrations for their own version of the chatbot that will respond to specific messages and keywords within direct messages or group chats. Additional API’s will allow live support calls to be exported from the system into other 3rd party systems. The API’s and toolkit around the chatbot are available on request.
• API documentation: Yes
• API documentation formats: Other
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: The solution has a wide array of soft key configurable options to enable/disable specific functionality as well as a large set of custom labelling. All of the teams, categories, responses and Knowledge base items are all created and managed by the admins of the system.; ; There is also an option to add a stylesheet to brand the customer facing portions of the system.

Scaling

• Independence of resources: In line with VerseOne’s ISO commitment to quality and customer satisfaction across all of its products and services, VerseOne partners with one of the world's largest hosting companies to provision its own private cloud. This secure solution consists; of dedicated hardware, dual firewalls, and dedicated Media shares storage. This cloud environment is suitably provisioned with burstable bandwidth and expandable resources so that VerseOne can ensure that traffic spikes do not affect resilience or speed. Any detected issues are dealt with as a P1 priority. The database is delivered ‘as a service’ meaning database hardware will automatically resize for load

Analytics

• Service usage metrics: Yes
• Metrics types: Vocoll captures metrics, such as support calls, call contents, call categories closure types and reports regarding agent activity. These reports are available to be run by all admins of the system and can be run for any timeframe and exported as either CSV,; ; Data is also available in graphs the data is available to view on screen or scheduled as a recurring email. There are also metrics available in the system showing commonly used screen sizes and devices to help better understand customer usage.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • 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: Managed by a third party
• 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
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• 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: All of the support chat calls are recorded within the Vocoll system and can be exported in the admin area by admins with permissions. In addition, end-users of the Live Support services have the option to export the chat for their records.
• 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
  • Other
• Other protection within supplier network: Private cloud internal network segment.

Availability and resilience

• Guaranteed availability: VerseOne's hosting partner is Microsoft Azure and offers 99.9% guaranteed network uptime.; ; VerseOne offers 99.9% server uptime, and 99% application uptime (excepting scheduled maintenance).; ; Any refunds would usually be as credits against other VerseOne Group services.
• Approach to resilience: In line with VerseOne’s commitment to quality and customer satisfaction across all of its products and services, VerseOne partners with one of the world's largest hosting companies to provision its own private cloud. This secure solution consists of dedicated, server hardware, dual firewalls, and dedicated media shares. Private clouds offer vital advantages for reliable hosting, which are passed on to all VerseOne customers: Virtualized environments—Virtual servers are more cost-effective to configure and maintain, making value-for-money dedicated environments accessible even to limited hosting budgets. The database is delivered ‘as a service’ this means the Database hardware will automatically resize for load
• Outage reporting: VerseOne uses an internal tool for proactive site and application management. Application and site health is monitored through a dashboard and outages are displayed on a screen within the office, and key staff are simultaneously alerted through email.; ; For any significant outage, VerseOne will pro-actively contact customers.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Interfaces and support channels - Within VerseOne Vocoll, users must login. Usernames and passwords are salted encrypted—using test practice algorithms. Restrictions are based on defined user policies, based on user-based Permission Groups. Permissions are based on a "secure by design" model, in which Protected Content is hidden unless the user is given explicit access through the Vocoll admin panel.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Username or password
  • Other
• Description of management access authentication: Interfaces and support channels - Within VerseOne Vocoll, users must login. Usernames and passwords are salted encrypted—using test practice algorithms. Restrictions are based on defined user policies, based on user-based Permission Groups. Permissions are based on a "secure by design" model, in which Protected Content is hidden unless the user is given explicit access through the Vocoll admin panel.

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: Between 6 months and 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: Between 6 months and 12 months
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: CQS (Certified Quality Systems) Limited
• ISO/IEC 27001 accreditation date: 18/3/2021
• What the ISO/IEC 27001 doesn’t cover: None
• 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: All information security policies and processes are documented as part of our ISO27001 and ISO9001 accreditations. VerseOne's Infrastructure Manager has responsibility for security policies which are internally audited as part of our compliance audit schedule. VerseOne's Legal, Compliance and Strategic Projects Officer reports directly to the VerseOne Board and reports any security and compliance issues. In line with VerseOne's ISO processes, all staff receive a set of standard training sessions at the point they are recruited, and this includes secure work practices; in addition, they are required to read and sign VerseOne's Data Protection and Security Policies, and adherence to these policies is a condition of the contract of employment. In addition, VerseOne staff receive annual refresher training. As a company we are registered with the Data Protection Registrar. Where an issue requires escalation, we have a set of identified processes as part of our critical incident process. One of the key advantages of working with VerseOne is that we keep the barriers to communication as low as possible—commensurate with delivering services efficiently to our whole client base.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Version control
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We assess potential threats through proactive monitoring of logs and security advisories from major partners/suppliers in the security sector. ; ; We can deploy patches in minutes, but we would assess the risk posed by the particular vulnerability and decide the most appropriate schedule.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: If we find a potential compromise as part of our ISO 9001 or ISO27001 processes, our incident management process would be triggered.; ; From that point, the speed of response would be agreed between the engineers and the incident manager—but any incident is typically categorised as an "all hands" P1 support issue, escalated to the Legal, Compliance and Strategic Projects Officer and, if required, to the Executive Board.
• Incident management type: Supplier-defined controls
• Incident management approach: The majority of incidents are handled through the helpdesk. This streamlines incident management, tracking and resolution. Supportive questions help us gather essential information. Users rate the severity via impact on their business processes. ; ; For critical incidents, on-duty incident managers assess the situation and any affected customer(s), and create a communication list for the incident.; ; They will:; • instigate conference calls; • document a high-level view of problems; • ensure resolution of the issue within SLA; • be involved in the debrief; • provide incident reports on resolution ; ; All communications are available within the service desk portal.

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

  Resource Efficiency: We lessen our environmental impact by eliminating our use of single use products and in waste disposal by using suppliers who actively reduce our waste to landfill through their comprehensive recycling programs. As a software organisation we make minimal use of in-house hardware other than as tools for our staff, however we responsibly reuse and recycle old and dated hardware including donations to charitable organisations that recycle for reuse in developing countries. Furthermore, we aim to minimise technology waste resulting from the hardware which supports our solutions via a partnership with Microsoft using their leading global Cloud platform Azure. They have made ambitious environmental commitments and progress, including increasing their reuse and recycle rates of all cloud hardware to 82% and aiming to reach a 90% recycle rate by 2030. Further they have committed to eliminating all single use plastic by 2025. ; ; Climate Action: We mitigate climate change by integrating climate resilience measures into our business strategies. Our offices are powered by 100% renewable electricity verified by the Carbon Trust. To minimise transport emissions, we support flexible working and have located our offices next to a major public transport hub and participate in the cycle to work scheme to minimise emissions from commuting. Our solutions are written to minimize computer resource usage and after significant investment all our offerings are now delivered as SaaS on the Microsoft Azure platform. This removes the need for site visits requisite for on premise solutions and enables all our customers and solutions to leverage Microsoft Azure’s environmentally friendly managed Cloud platform. Azure’s platform has already achieved carbon neutrality for its data centre operations and is looking to remove its entire historic carbon footprint by 2050 via accredited carbon offset initiatives.

  Covid-19 recovery

  VerseOne was founded with a single vision: to empower and improve the lives of individuals who rely on the NHS, Social Housing and other Care providers. Aligned with the NHS long-term plan, “Empowerment” drives our digital transformation solutions which aim to deliver straightforward and jargon free information in a form personalised to respect the unique needs of every individual. ; ; Support people and communities to recover: Our services digitize and empower the users of NHS services and staff to access information and support services more quickly and efficiently. Further, we have championed Accessibility for over twenty years since our incorporation and run free events to raise awareness and offer advice to promote greater adoption, thus facilitating better access to digital services for vulnerable members of society. ; Support organisations and businesses to and recover: Our services digitize and empower the users of NHS services and staff to access information and support services more quickly and efficiently irrespective of their location. ; Support physical and mental health: Our services digitize and empower the users of NHS services and staff to access information and support services more quickly and efficiently. Empowerment of every individual within our communities and positive social change has always been a central tenet of everything we do. ; Improve workplace conditions: As a result of a deliberate and significant investment, ALL VerseOne solutions are written to minimize computer resource usage and are delivered as SaaS on the Microsoft Azure platform. We support flexible working for all our staff and users. All of our services can be access via the “Cloud” from any connected location and further we have located our offices within a 5 minute walk of a major public transport hub as well as participating in the cycle to work scheme to minimise emissions from commuting.

  Tackling economic inequality

  We have championed Accessibility for over twenty years since our incorporation and run free events to raise awareness and offer advice to promote greater adoption, thus facilitating better access to digital services for vulnerable members of society. ; ; Community Engagement: We actively engage with the communities to create positive social impact through philanthropy, volunteering, and strategic partnerships. These include: ; ; VerseOne Communities and Charities Fund: VerseOne is committed to making direct cash donations to help fund our customers’ existing community support and charitable initiatives. We will donate up to 5% of every new solution on a matched funding basis. Recipients of donations from the fund include Centre 56 a domestic abuse nursery supporting families who are experiencing abuse or are in crisis. ; VerseOne Innovation Fund: The VerseOne Innovation Fund provides seed capital and technical/logistical resources to support early-stage businesses with novel and unique Intellectual Property (IP) that provide innovative and complementary ways to make a positive and meaningful impact to people’s lives in the field of digital health and other related socially responsible areas. The Fund has backed VR developments with the Cornwall Partnership NHS Trust. ; VerseOne is an active and ongoing corporate sponsor of the EY Foundation, an independent charity whose pioneering program has supported over 16,000 young people from low income backgrounds to get paid work experience, employability skills training and career guidance. ; Professional standards: Our long-term commitment to the highest professional and security standards is evidenced by VerseOne’s accreditation by globally respected and independent bodies including ISO9001:2015 Organisational Processes and ISO27001:2013 Information Security standards and Cyber Essentials. We uphold global data protection and privacy requirements, including the European Union’s General Data Protection Regulation (GDPR) and train staff on ethical business practices such as the detection of money laundering and have a zero-tolerance approach to bribery and corruption.

  Equal opportunity

  We foster a diverse and inclusive workplace where all employees are treated with respect, dignity, and fairness, regardless of race, ethnicity, gender, age, sexual orientation, disability, or any other characteristic. We have clear equality, diversity and inclusion policies which are supported by our senior team. Our policy is underwritten by action. ; ; VerseOne is an active and ongoing corporate sponsor of the EY Foundation, an independent charity whose pioneering program has supported over 16,000 young people from low income backgrounds to get paid work experience, employability skills training and career guidance. ; In partnership with Hereford and Worcester NHS Foundation Trust and the National Lottery we have developed the Digital Life Stories Platform which celebrates and shares the memories and stories for those members of our community living with memory loss, dementia and cognitive impairment helping them to Live Well. ; VerseOne is sponsoring and supporting a nascent charity organisation called EQOL aimed at providing quality of life and access to opportunities for Neurodivergent adults. ; VerseOne champions the training and education of our teams on topics such as allyship, anti-bias and empathy to improve self-awareness and inclusive behaviours in our workplace.

  Wellbeing

  We prioritise the health, safety, and well-being of our employees by providing a safe work environment, promoting work-life balance through flexible working, and offering opportunities for professional development and advancement. We know that being at our best means dedicating equal effort on both our mental and physical well-being. We provide an employee benefits package including a 24/7 helpline offering confidential counselling and legal assistance, on-line GP appointments and significant health club discounts. We are certified by the Living Wage Foundation and accredited by Investors in People and in conjunction with the active Staff Council the company has expanded staff training supported by a monthly allocated budget, funded more social activities and implemented company-wide communication initiatives as part of a program of continual improvement in our working environment and a focus on the mental and physical well-being of our staff. ; ; The Board meets regularly with the Employee Council to debate and agree actions to improve employee wellbeing based on input and feedback at the grassroots level and has supported recent suggestions including a weekly company-wide communication forum, the provision of healthy office snacks and the implementation of a comprehensive employee rewards program – the “VerseOner Rewards Club.” This is a peer-to-peer reward program which recognises and reinforces exemplar behaviour towards fellow team members and customers. It delivers regular prizes and the potential to qualify for the award of share options in the company.

Pricing

• Price: £60 to £150 a licence a month
• 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 sales@verseone.com. Tell them what format you need. It will help if you say what assistive technology you use.