Aurora teleQ
Aurora Innovation is dedicated to increase access to care services and create well-functioning work environments for healthcare professionals. With our digital platform for contact management, Aurora teleQ, we contribute to better customer service, a better experience for people in need of care and a smoother working process for healthcare professionals.
Features
- Multichannel platform: Phone, SMS, Video, Chat, web etc.
- Easy and simple user interface designed for healthcare staff
- Advanced call queue with option to select time scheduled callback
- Voicemail with advanced collection of patient information
- Call recording and access management of recorded calls
- User access level managment and directory system integration
- Calendar for managing opening times, callback schedules and resourcing
- IVR management with text to speech, imported or recorded messages
- Web integration for patient contact request
- Reports, data and analytics for improved management
Benefits
- Plan your resources to manage your contact requests and needs
- Efficient workflow and case managment, enabling better resource planning
- Single user interface for handling all cases and channels
- Cloud solution, easy access for decentralised teams
- Enables 100% availability, 24/7, for an organisation
- Calmer, quieter work environment enabling professionals more time for patients
- Easy implementation; unit by unit or large scale deployment
- Increased patient satisfaction through availability, contact channels and personalized experience
- Quick and easy management for fast changing work environment
- Seamless voice to video switching
Pricing
£87.00 a licence a month
Service documents
Request an accessible format
Framework
G-Cloud 13
Service ID
3 2 9 5 6 1 1 2 1 3 2 5 4 9 7
Contact
INFRACOM UK LTD
James Pink
Telephone: +442036301414
Email: james.pink@infracom.se
Service scope
- Software add-on or extension
- No
- Cloud deployment model
- Community cloud
- Service constraints
-
• Computer with internet access and a phone with external phone number are needed to use the service.
• 12 hours of service and maintenance downtime quarterly
• No timeouts for long held http/https request. Maximum connection length between user’s web browser and Aurora teleQ
system is 60 seconds. Firewall shall not end connections that takes up to 60 seconds. - System requirements
-
- Google Chrome or Microsoft Edge: no older than three versions
- JavaScript enabled
- Native XMLHTTP support - activated
- Cookies allowed
- Compatibility mode is not supported
- Minimum 128 Kb/s internet connection
- Minimum VGQ 1280*1024
- Allow outgoing protocol http port 80 TCP
- Allow outgoing protocol https port 443 TCP
- Headset with microphone if softphone is used
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
- Response times vary based on priority (20min - 8h) within support hours
- User can manage status and priority of support tickets
- No
- 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
- WCAG 2.1 AA or EN 301 549
- Web chat accessibility testing
- None
- Onsite support
- No
- Support levels
- According to SLA, no separate support levels but on call support is available at extra cost (weekdays 17:00-22:00, weekends 08:00-17:00)
- Support available to third parties
- Yes
Onboarding and offboarding
- Getting started
-
Aurora offers an optional onboarding and configuration service as part of service delivery. There is an availability to a basic start-up service or enhanced start-up through purchase. Aurora has 25 years of experience in supporting and deploying, the service, within healthcare organisations. We
offer both on-site and online training as well as plenty of user manuals - Service documentation
- Yes
- Documentation formats
-
- Other
- Other documentation formats
- MP4 Training videos
- End-of-contract data extraction
- Up-to-date data of all communications can be continuously downloaded via API by the customer during the contract. At the end of contract a manual export of all customer data can be arranged by the supplier if requested by the buyer. All statistics can at anytime be downloaded by the user.
- End-of-contract process
- The customer is encouraged to plan and transfer (numbers and web solutions, that are forwarded and integrated to the service) to a different provider prior to the final end date. End of service projects, for the service, can be purchased if needed. At end date all external communication to and from the system are halted. Aurora will securely delete the historical data unless otherwise requested by the customer.
Using the service
- Web browser interface
- Yes
- Supported browsers
-
- Microsoft Edge
- Chrome
- Application to install
- No
- Designed for use on mobile devices
- Yes
- Differences between the mobile and desktop service
- The service is built with in a responsive web design. The responsive design is for Users of the system. Administration needs to be conducted through a full web browser
- Service interface
- Yes
- User support accessibility
- WCAG 2.1 AA or EN 301 549
- Description of service interface
- Graphical web client (GUI) for users to manage tasks, handle administration responsibilities and manage system settings. Main responsibility areas divided into tabs.
- Accessibility standards
- WCAG 2.1 AA or EN 301 549
- Accessibility testing
- None
- API
- Yes
- What users can and can't do using the API
- TBD
- API documentation
- Yes
- API documentation formats
- HTML
- API sandbox or test environment
- No
- Customisation available
- Yes
- Description of customisation
- Each solution is tailor made after the specific needs of the customer. User and Administrators can make real time changes in their solution, themselves or with help of our Support, Training or Aurora Project Managers.
Scaling
- Independence of resources
- Through database and service clustering and load balancing.
Analytics
- Service usage metrics
- Yes
- Metrics types
- Various metrics are provided regarding usage, availability, tasks, handling and contacts. Metrics regarding agent performance, queue status and performance are also available.
- Reporting types
-
- API access
- 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
- None
Asset protection
- Knowledge of data storage and processing locations
- Yes
- Data storage and processing locations
- 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
- Less than once a year
- Penetration testing approach
- Another external penetration testing organisation
- Protecting data at rest
-
- Physical access control, complying with another standard
- Encryption of all physical media
- Other
- Other data at rest protection approach
- Using encryption at rest on SAN-level. Physical Access Controls at datacenters included in certifications for SOC 2 Type II, ISO 27001 and PCI DSS
- 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
- Information can be exported through the built-in reporting module. Administrators can do a secure extract of information through a webservice.
- Data export formats
-
- CSV
- Other
- Other data export formats
-
- Excel
- 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
- Web traffic protected by TLS1.2 or above. Telephony traffic can be routed over private networks if requested by customer
- Data protection within supplier network
-
- TLS (version 1.2 or above)
- Other
- Other protection within supplier network
- Virtual Private Networks with firewalls and hardened hosts as border protection.
Availability and resilience
- Guaranteed availability
-
If the Availability of the Service falls below the Agreed Service Level, Customer’s sole and exclusive remedy is to receive service credit(s) on the Service fee in accordance with our SLA.
The maximum service credit that can be credited to Customer per month in the event of failure to meet Availability is [50]% of the monthly fee for the Service. - Approach to resilience
- Application runs on vmware virtual datacenter platform in an active-active configuration over two geographically distributed datacenters. All hardware have full redundancy. On application level every logical component is load balanced and replicated to at least two instances with affinity rules making them geographically separated.
- Outage reporting
- Manual report available by supplier each month
Identity and authentication
- User authentication needed
- Yes
- User authentication
-
- Identity federation with existing provider (for example Google Apps)
- Username or password
- Other
- Other user authentication
- We have both traditional username and password login and we have a SSO function so that the user can be authenticated based on their own directory system.
- Access restrictions in management interfaces and support channels
- Login by using username and password or identity federation (SSO). We check basic identifying questions when customers contact support channels.
- Access restriction testing frequency
- At least once a year
- Management access authentication
-
- Identity federation with existing provider (for example Google Apps)
- 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
- At least 12 months
- Access to supplier activity audit information
- Users have access to real-time audit information
- How long supplier audit data is stored for
- At least 12 months
- How long system logs are stored for
- Between 1 month and 6 months
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
- No
- Security governance approach
- Following best practices according to ISO27001 inspired information security management system with controls applied based on risk assessments.
- Information security policies and processes
-
Following security policies and processes in the following areas: User Policy, Access Management, Change Management, Secure Development, Onboarding Offboarding, IT-portfolio management, Risk Workshops, Incident Management, Personal Data Breach Management,
Onboarding/Offboarding. The CISO role ensure compliance to policies while reporting to CIO who has the overall responsibility over security and is a member of senior management team.
Operational security
- Configuration and change management standard
- Supplier-defined controls
- Configuration and change management approach
- All changes to the services is tracked via issue tracking system and are peer reviewed. Changes are also classified to potential security impact and if deemed possible also reviewed by a designated Security Champion following guidelines in OWASP TOP 10 framework.
- Vulnerability management type
- Supplier-defined controls
- Vulnerability management approach
-
Members of operating team follows tracking of relevant CVE-feeds. Issuees in feed are assessed for impact on system. Planning of patching is performed in priority order. Normal patching from vendors is applied in ordinary release cycle 4 times a year. More urgent patches are applied
quicker on a case by case basis. High priority cases handled within a week. - Protective monitoring type
- Supplier-defined controls
- Protective monitoring approach
-
IT-technicians and others working with the system reports suspected anomalities. The incident is classed on priority level based on impact and urgency on predefined criterias. Top priority level is handled in 20 minutes and with a resolution time of 4h. For more details please refer to our
Services Definition document. - Incident management type
- Supplier-defined controls
- Incident management approach
- Predefined process for Incident management, users report incidents via phone or email. Incident reports are sent via mail.
Secure development
- Approach to secure software development best practice
- Supplier-defined process
Public sector networks
- Connection to public sector networks
- No
Social Value
- Covid-19 recovery
-
Covid-19 recovery
We have worked extensively with the governments and healthcare provides within the countries we are established in to enable fast delivery of COVID-19 related services. Examples of these include the delivery of more than 100 COVID-19 related units for the purposes of consultation, assessment and vaccination appointments. Aurora teleQ system has supported healthcare organizations in ways such as: • Increasing the availability of services for patients • Management of increased contact volumes for healthcare units • Reducing strain and demand for healthcare services • Better ways of working in delivering COVID-19 related services. We work continuously in helping healthcare organizations in recovering from COVID-19 and support them in the future in increasing both availability and accessibility while improving the delivery of healthcare services. - Tackling economic inequality
-
Tackling economic inequality
Aurora Innovation is dedicated to increase access to care services and create wellfunctioning work environments for healthcare professionals. With our digital platform for contact management, Aurora teleQ, we contribute to better customer service, a better experience for people in need of care and a smoother working process for healthcare professionals. Since 2005 we have been modernizing the delivery of healthcare services through solutions that allow for improved availability and accessibility of services while increasing the productivity of healthcare units. - Wellbeing
-
Wellbeing
Aurora Innovation is dedicated to increase access to care services and create well
functioning work environments for healthcare professionals. With our digital platform for
contact management, Aurora teleQ, we contribute to better customer service, a better experience for people in need of care and a smoother working process for healthcare professionals. According to our customer survey results Aurora teleQ improves the
smoothness of work, clarifies the performance of work tasks, makes daily work easier, calms the working environment and improves patient work. Our solution is enabling healthcare staff
to structure their incoming calls, organize their workday, and better meet patient needs. Reducing the constant ringing of phones Aurora teleQ is able to increase the wellbeing of healthcare staff, while reducing the frustration that patients face when having to wait in call queues. Aurora teleQ allows for customers to leave their contact request with a single
contact, receiving the knowledge of when they will be contacted. According to our customers, streamlined calls organize the workday, improve patient and staff satisfaction, and allow for more time for patient facing work.
Pricing
- Price
- £87.00 a licence a month
- Discount for educational organisations
- No
- Free trial available
- Yes
- Description of free trial
- Pilot: Free of charge with no commitment: As part of you evaluation process, you can always ask for a free of charge Pilot (for site or sub-unit) The pilot tests a fully configured Aurora teleQ. Outcomes show efficiencies gained in workflow, volume of contacts and time gained for F2F contacts.
- Link to free trial
- https://aurorainnovation.com/en/contact-us/