Ve3 Global Ltd

Customer Experience Services powered by Amazon Connect

VE3's customer experience services offer a self-service, cloud-based contact center solution that simplifies the process of delivering enhanced customer service at a reduced cost for businesses. The user-friendly graphical interface in Amazon Connect allows non-technical users to effortlessly design contact flows, oversee agents, and monitor performance metrics.

Features

• Single, easy to use communication interface for agents
• Easy-to-use omnichannel cloud contact center
• Dynamic and personal contact flows
• AI Powered Speech Analytics
• Real-time and historic metrics
• High-quality 16kHz audio resistant to packet loss
• Network of telephony providers from around the world

Benefits

• Easily scale up or down to meet demand
• Empower automated interactions and help agents improve customer service
• Set up and make changes in just a few clicks
• Save agents time and increase productivity
• Make data-driven decisions to increase productivity and reduce wait times
• Make changes in minutes, not months
• Ensure contacts are sent to the right agent

£175 to £850 a unit

• Education pricing 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 prime@ve3.global. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

385864419300319

Contact

Nikhil Alex
02045520840
prime@ve3.global

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: N/A
• System requirements: N/A

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: The response and resolution times are customized as per the SLAs of the client.
• 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), 7 days a week
• Web chat support: Yes, at an extra cost
• Web chat support availability: 9 to 5 (UK time), 7 days a week
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: N/A
• Web chat accessibility testing: None
• Onsite support: Yes, at extra cost
• Support levels: Customer Experience Services powered by Amazon Connect provides 8X5, 16X5 and 24X7 support as applicable.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: VE3 provides a range of resources to help customers get started on our services. These include: comprehensive documentation (in multiple formats), introductory videos, hands-on labs, online and in-person training.
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats: Word
• End-of-contract data extraction: VE3's Digital customer experience services on Amazon Connect employ the following services to enhance security:; • AWS Identity and Access Management (IAM)—Utilized to oversee permissions for users.; • AWS Directory Service—Amazon Connect facilitates user federation via the internal directory or Customer AD Integration.; VE3 will establish the Amazon Connect instance in the AWS account during onboarding and configure necessary call flows, ACD, and reports. Upon offboarding, VE3 can export necessary data back to the customer repository or adhere to customer discard procedures.
• End-of-contract process: During offboard VE3 can export required data back to customer repository or follow customer discard procedures.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Users can interface with this service through the AWS Console or via a dedicated GUI.
• Accessibility standards: None or don’t know
• Description of accessibility: N/A
• Accessibility testing: N/A
• API: No
• Customisation available: Yes
• Description of customisation: Configure call routing options and rules, third party integrations, custom logic using AWS Lambda.

Scaling

• Independence of resources: Customer environments undergo logical segregation to prevent unauthorized access to resources that are not assigned to them.; ; Services that offer virtualized operational environments to customers, such as EC2, ensure customer segregation through security management processes and controls at both the network and hypervisor levels.; ; AWS consistently monitors service usage to anticipate infrastructure needs and fulfill availability commitments and requirements. AWS employs a capacity planning model to evaluate infrastructure usage and demands at least monthly, often more frequently. Furthermore, this capacity planning model facilitates the anticipation of future demands.

Analytics

• Service usage metrics: Yes
• Metrics types: Metrics such as the number of calls taken per month, average time on hold, the number of calls in the queue at one time, and more. Amazon Connect provides customizable real-time and historical metrics.
• Reporting types:
  • API access
  • Real-time dashboards

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

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: Yes
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Other
• Other data at rest protection approach: AWS adheres to independently validated privacy, data protection, security protections and control processes. (Listed under “certifications”).; ; AWS is responsible for the security of the cloud; customers are responsible for security in the cloud. AWS enables customers to control their content (where it will be stored, how it will be secured in transit or at rest, how access to their AWS environment will be managed).; ; Wherever appropriate, AWS offers customers options to add additional security layers to data at rest, via scalable and efficient encryption features. AWS offers flexible key management options and dedicated hardware-based cryptographic key storage.
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: VE3's Amazon Connect contact flow import/export (beta) enables import contact flows into, and export contact flows from, customer Amazon Connect instance.
• Data export formats: Other
• Other data export formats: UTF-8 encoded JSON document
• Data import formats: Other
• Other data import formats: UTF-8 encoded JSON document

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
• Other protection between networks: Network devices, including firewall and other boundary devices, are in place to monitor and control communications at the external boundary of the network and at key internal boundaries within the network. These boundary devices employ rule sets, access control lists (ACL), and configurations to enforce the flow of information to specific information system services.; ; ACLs, or traffic flow policies, are established on each managed interface, which manage and enforce the flow of traffic. ACL policies are approved by Amazon Information Security.
• Data protection within supplier network: Other
• Other protection within supplier network: Customer environments undergo logical segregation to prevent unauthorized access to resources that are not allocated to them. AWS inherently grants customers ownership and control over their content through straightforward yet robust tools, enabling them to dictate the security measures for their data in transit.; ; AWS empowers customers to establish a secure, encrypted channel to AWS services using protocols like TLS/SSL, IPsec, or TLS VPN (if applicable), or any other preferred means of protection. API calls are encrypted with TLS/SSL to uphold confidentiality, while connections to the AWS Console are secured with TLS encryption.

Availability and resilience

• Guaranteed availability: VE3's Digital customer experience services on AWS will exert commercially reasonable efforts to ensure the availability of Amazon Connect with a Monthly Uptime Percentage of at least 99.99% in each AWS region during any monthly billing cycle (referred to as the "Service Commitment").; ; AWS presently offers SLAs for numerous services. Given the rapidly evolving nature of AWS's product offerings, it is advisable to review SLAs directly on their website through the following links:; https://aws.amazon.com/legal/service-level-agreements/; ; Well-architected solutions on AWS, utilizing AWS Service SLAs and unique AWS capabilities like multiple Availability Zones, can help alleviate the challenges of meeting specific SLA requirements.
• Approach to resilience: VE3's AWS Business Continuity plan outlines the procedure that AWS follows in the event of an outage, from detection to deactivation. AWS employs a three-phased approach: Activation and Notification Phase, Recovery Phase, and Reconstitution Phase. This method ensures that AWS conducts system recovery and reconstitution activities in a systematic sequence, enhancing the efficiency of the recovery process and minimizing system downtime resulting from errors and oversights.
• Outage reporting: Public dashboard; personalized dashboard with API and events; configurable alerting (email / SMS / messaging)

Identity and authentication

• User authentication needed: Yes
• User authentication: Identity federation with existing provider (for example Google Apps)
• Access restrictions in management interfaces and support channels: IAM provides user access control to AWS services, APIs and specific resources. Other controls include time, originating IP address, SSL use, and whether users authenticated via MFA devices.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Other
• Description of management access authentication: AWS manages system access through authentication, which necessitates a distinct user ID and password. Actions within AWS systems cannot be executed without proper identification and authentication. Remote access mandates multi-factor authentication. The Security team meticulously logs and scrutinizes all attempts at remote administrative access for any signs of unauthorized activity or suspicious behavior. In the event of suspicious activity, incident response procedures are promptly initiated. AWS adheres to the principle of least privilege, granting users only the essential access required to perform their duties. Access to AWS systems necessitates documented approval from authorized personnel.

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: At least 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: Staunchly Management and system service limited
• ISO/IEC 27001 accreditation date: 06/01/2024
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications: ISO 9001:2015

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: AWS implements formal, documented policies and procedures that provide guidance for operations and information security within the organization. Policies address purpose, scope, roles, responsibilities and management commitment.; ; Employees maintain policies in a centralized and accessible location. AWS Security Assurance is responsible for familiarizing employees with the AWS security policies.; ; AWS has established information security functions that are aligned with defined structure, reporting lines, and responsibilities. Leadership involvement provides clear direction and visible support for security initiatives.; ; Policies are approved by AWS leadership at least annually or following a significant change to the AWS environment.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Changes to AWS services and features adhere to secure software development practices, including security risk assessments conducted before deployment. Access to production environments by developers requires explicit access requests, which are subject to review and authorization by the respective owners.; ; Each team establishes customized change management standards for individual services, guided by standard AWS protocols.; ; All modifications to production environments undergo thorough review, testing, and approval processes. These stages include design, documentation, implementation (including rollback procedures), testing in non-production environments, peer review (evaluating business impact, technical rigor, and code), and final approval by authorized parties.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: AWS Security performs vulnerability scans on the host operating system, web applications, and databases in the AWS environment. Approved 3rd party vendors conduct external assessments (minimum frequency: quarterly). Identified vulnerabilities are monitored and evaluated. Countermeasures are designed and implemented to neutralise known/newly identified vulnerabilities.; ; AWS Security monitors newsfeeds/vendor sites for patches and receives customer intelligence via http://aws.amazon.com/security/vulnerability-reporting/.; ; AWS customers are responsible for all scanning, penetration testing, file integrity monitoring and intrusion detection for their Amazon EC2 and Amazon ECS instances/ applications. Scans should include customer IP addresses (not AWS endpoints). AWS endpoint testing is part of AWS compliance vulnerability scans.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: AWS deploys (pan-environmental) monitoring devices to collect information on unauthorized intrusion attempts, usage abuse, and network/application bandwidth usage. Devices monitor:; ; • Port scanning attacks; • Usage; • Application metrics; • Unauthorized connection attempts; ; Near real-time alerts flag potential compromise incidents, based on AWS Service/Security Team- set thresholds.; ; Requests to AWS KMS are logged and visible via the account’s AWS CloudTrail Amazon S3 bucket. Logs provide request information, under which CMK, and identify the AWS resource protected through the CMK use. Log events are visible to the customer after turning on AWS CloudTrail in their account.
• Incident management type: Supplier-defined controls
• Incident management approach: AWS adopts a three-phased approach to manage incidents:; ; 1. Activation and Notification Phase; 2. Recovery Phase; 3. Reconstitution Phase; ; To ensure the effectiveness of the AWS Incident Management plan, AWS conducts incident response testing, providing excellent coverage for the discovery of defects and failure modes as well as testing the systems for potential customer impact.; ; The Incident Response Test Plan is executed annually, in conjunction with the Incident Response plan. It includes multiple scenarios, potential vectors of attack, the inclusion of the systems integrator in reporting and coordination and varying reporting/detection avenues

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

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

  Our G-Cloud service provision is deeply committed to fighting climate change, recognizing the urgent need for collective action to address environmental challenges. Here's how our services deliver against this social value theme: ; ; Environmental Sustainability in Operations: ; ; We prioritize running efficient operations to reduce emissions and minimize environmental impacts. This includes implementing energy-efficient practices, optimizing resource usage, and adopting renewable energy sources wherever possible within our data centers and infrastructure. ; ; Promoting Sustainable Practices: ; ; VE3 actively engages with our suppliers and clients to promote sustainable business practices. Through our services, we advocate for the adoption of environmentally friendly technologies, responsible sourcing, and waste reduction strategies, thereby reducing carbon footprints across the supply chain. ; ; Responsible by Design Framework: ; ; Our G-Cloud services adhere to a 'Responsible by Design' framework, ensuring that environmental considerations are integrated into the development and deployment of digital solutions. By prioritizing environmental protection and minimizing negative impacts, we strive to deliver sustainable outcomes for our clients. ; ; Training and Education: ; ; VE3 invests in training and education programs focused on environmental sustainability. Through initiatives like the Sustainability Quotient (SQ) training, we equip our teams with the knowledge and skills to adopt climate-smart behaviors and implement environmentally conscious practices in their work. ; ; Community Engagement: ; ; We actively engage with communities to support environmental objectives and promote climate action. By partnering with local organizations and stakeholders, we contribute to initiatives aimed at addressing climate change, such as tree planting programs, clean energy projects, and environmental education campaigns.

  Covid-19 recovery

  Our G-Cloud service provision plays a crucial role in supporting the COVID-19 recovery effort by facilitating resilience, adaptation, and innovation in the face of unprecedented challenges. Here's how our services contribute to the recovery process: ; ; Remote Work Enablement: ; ; VE3's digital solutions empower organizations to transition to remote work seamlessly. By providing secure and reliable cloud-based infrastructure, collaboration tools, and remote access solutions, we enable businesses to maintain productivity while ensuring the safety and well-being of their employees. ; ; Business Continuity Planning: ; ; We assist organizations in developing and implementing robust business continuity plans to mitigate disruptions caused by the pandemic. Our services include data backup and recovery solutions, disaster recovery planning, and resilience testing to ensure operational continuity in the face of unforeseen events. ; ; Digital Transformation Acceleration: ; ; VE3 accelerates digital transformation initiatives to help organizations adapt to the new normal. By modernizing legacy systems, implementing cloud-based technologies, and digitizing processes, we enable businesses to optimize efficiency, improve agility, and remain competitive in a rapidly evolving landscape. ; ; Healthcare Support Solutions: ; ; We provide specialized healthcare support solutions to assist frontline workers and healthcare organizations in responding to the COVID-19 crisis. This includes telemedicine platforms, patient management systems, and data analytics tools to enhance patient care, streamline operations, and support decision-making processes. ; ; Economic Stimulus through Innovation: ; ; VE3 fosters innovation and entrepreneurship to stimulate economic recovery in the aftermath of the pandemic. Through our G-Cloud services, we support startups, small businesses, and enterprises in developing and deploying innovative solutions that address emerging challenges, create new opportunities, and drive economic growth.

  Tackling economic inequality

  We recognize the importance of tackling economic inequality and are committed to leveraging our G-Cloud service provision to address this pressing social issue. Here's how our services contribute to tackling economic inequality: ; ; Access to Affordable Technology: ; ; We strive to make cutting-edge technology accessible and affordable to all, regardless of economic status. By offering scalable and cost-effective cloud-based solutions, we enable organizations, including small and medium-sized enterprises (SMEs) and underserved communities, to access the tools and resources they need to compete in the digital economy. ; ; Skills Development and Training: ; ; VE3 invests in skills development and training programs to empower individuals with the knowledge and expertise needed to thrive in the digital age. Through initiatives like online courses, certifications, and workshops, we equip people from diverse backgrounds with the skills required for high-demand roles in technology and innovation, thereby enhancing their employability and economic prospects. ; ; Support for Minority-Owned Businesses: ; ; We actively support minority-owned businesses and entrepreneurs by providing access to mentorship, networking opportunities, and resources to help them grow and succeed. Through initiatives like supplier diversity programs and partnerships with minority business organizations, we promote inclusion and diversity in the technology sector and contribute to creating more equitable economic opportunities. ; ; Digital Inclusion Initiatives: ; ; VE3 is committed to promoting digital inclusion and bridging the digital divide by ensuring that everyone has access to essential digital services and technologies. We collaborate with governments, nonprofits, and community organizations to implement initiatives such as digital literacy programs, affordable internet access schemes, and community technology centers, thereby empowering underserved populations and promoting economic equity. ; ; Fair and Transparent Procurement Practices: ; ; We adhere to fair and transparent procurement practices to create opportunities for businesses of all sizes and backgrounds to participate in government contracts and procurement processes.

  Equal opportunity

  We are deeply committed to promoting equal opportunity and fostering diversity and inclusion in all aspects of our G-Cloud service provision. Here's how our services contribute to advancing equal opportunity: ; ; Diverse Workforce and Inclusive Culture: ; ; VE3 prioritizes building a diverse workforce and fostering an inclusive culture where all individuals, regardless of background or identity, have equal opportunities to succeed and thrive. We promote diversity in recruitment, hiring, and talent development processes, and actively support initiatives that celebrate and embrace differences. ; ; Equal Access to Opportunities: ; ; We are dedicated to ensuring equal access to opportunities for all individuals, including those from underrepresented or marginalized communities. Through our G-Cloud services, we strive to create pathways for inclusive economic participation by providing access to training, resources, and support for entrepreneurship and career advancement. ; ; Supplier Diversity and Inclusion: ; ; VE3 promotes supplier diversity and inclusion by actively seeking out and partnering with businesses owned by minorities, women, veterans, LGBTQ+ individuals, and other underrepresented groups. We believe in creating a diverse and inclusive supplier ecosystem that reflects the communities we serve and fosters economic empowerment for all. ; ; Accessibility and Inclusive Design: ; ; Our G-Cloud services are designed with accessibility and inclusivity in mind, ensuring that everyone, including individuals with disabilities, has equal access to digital platforms, applications, and services. We adhere to accessibility standards and guidelines to remove barriers and create seamless user experiences for all users. ; ; Education and Skill Development: ; ; VE3 invests in education and skill development initiatives to empower individuals with the knowledge and capabilities needed to succeed in the digital economy. Through partnerships with educational institutions, nonprofits, and community organizations, we provide access to training programs, scholarships, and mentorship opportunities that promote equal opportunity and career advancement.

  Wellbeing

  We prioritize the wellbeing of individuals and communities in all aspects of our G-Cloud service provision. Here's how our services contribute to enhancing wellbeing: ; ; User-Centric Design: ; ; VE3 designs our G-Cloud services with a user-centric approach, prioritizing usability, accessibility, and intuitive design. By focusing on the needs and preferences of users, we create digital experiences that enhance overall wellbeing by reducing frustration, stress, and cognitive load. ; ; Health and Safety Protocols: ; ; We implement robust health and safety protocols to protect the wellbeing of employees, clients, and partners. This includes adherence to strict security standards, data privacy regulations, and compliance with industry best practices to ensure the safety and integrity of our digital infrastructure and services. ; ; Promotion of Work-Life Balance: ; ; VE3 recognizes the importance of work-life balance in maintaining overall wellbeing. Through our G-Cloud services, we enable remote work, flexible scheduling, and collaboration tools that empower individuals to achieve a healthy balance between their professional and personal lives, leading to greater job satisfaction and wellbeing. ; ; Mental Health Support: ; ; We prioritize mental health support for our employees and clients by offering resources, programs, and initiatives aimed at promoting mental wellbeing. This includes access to counseling services, mindfulness training, stress management workshops, and employee assistance programs designed to support individuals in times of need. ; ; Community Engagement and Social Impact: ; ; VE3 actively engages with communities to address social determinants of health and promote holistic wellbeing. Through partnerships, philanthropic initiatives, and volunteer efforts, we support local organizations and projects focused on improving access to healthcare, education, housing, and other essential services that contribute to overall community wellbeing. ; ; Environmental Sustainability: ; ; We are committed to environmental sustainability as a core component of wellbeing. By prioritizing eco-friendly practices, resource conservation, and carbon reduction efforts in our operations and services, we contribute to creating a healthier and more sustainable environment.

Pricing

• Price: £175 to £850 a unit
• Discount for educational organisations: Yes
• Free trial available: No

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 prime@ve3.global. Tell them what format you need. It will help if you say what assistive technology you use.