Emplifi Czech Republic a.s.

Social media management and customer experience software

Emplifi is a unified platform for customer engagement management and intelligence across social and digital channels, that brings together marketing, commerce, and care. Workflows supported: omnichannel research, listening, content, care, communication, and feedback collection. We build and scale solutions with clients globally, including over half of the Fortune 500 companies.

Features

• Social media publishing and sheduling
• Social media analytics and automated reporting
• Community and social care management
• Social media and web listening
• Influencer discovery, vetting and management
• Customer care solutions
• Competitive benchmarking
• User-generated content
• Live 1-1 video sessions
• Customer ratings and reviews management

Benefits

• Reporting on success of social media efforts.
• Speed up content creation, approval, and publishing process.
• Harness powerful analytics for actionable insights and data driven decisions.
• Consolidate social media tech investments to reduce costs.
• Comprehensive and user-friendly interface for quick adoption and use.
• Unify teams and improve efficiency through Ai moderation.
• Quickly and efficiently respond to messages.
• Personalise customers online purchasing and care experiences.
• Collect targeted feedback at all touchpoints to improve customer service.
• Provide faster, more effective service with unified customer view.

£25,000.00 to £250,000.00 a licence a year

• 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 billing.cz@emplifi.io. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

413751499238240

Contact

Lukas Khaur
00420373700502
billing.cz@emplifi.io

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: No.
• System requirements:
  • Our solutions are Saas accessed via web.
  • Compatible with all major web browsers.
  • Apple and Android mobile apps are also available.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We target responses of 3 hours or less for all support tickets submitted during the business week (Mon-Fri). We do not provide weekend support at this time.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: No
• Web chat support: No
• Onsite support: Onsite support
• Support levels: - Technical Support is available via the quick chat feature inside Emplifi and by; email. They will work directly to resolve any issues and; update on any ongoing tickets. Available at no extra cost. ; - A dedicated Account Manager / solutions expert can also be looped; into any tech support tickets for transparency and additional support. Available for organisations paying over a certain threshold.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: In general, the onboarding will look like the following:; Kick-Off Meeting: An in-depth discussion of where you are, where you plan to go, and how Emplifi can help you get there. ; Implementation: Platform-based deliverables related to your account including page inputs, user uploads, and dashboard creation. ; Completion of Company Audit. Training Sessions: Turning your users into product experts through tailored education workshops and personalized sessions.; Goal Setting Session: Where we discuss your objectives, goals, and success plan with Emplifi going forward. ; Launch: Official roll-out of Emplifi to your teams and regions, and the beginning of the adoption phase.; ; Trainings can be held onsite and there is also unlimited online training available.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Data can be extracted by users in CSV, PDF and PNG
• End-of-contract process: Data Export: Reports can be downloaded (no additional cost). In case client opts for a package with access to Emplifi's API they could also export data directly. Finally, Emplifi may offer custom exports if need be (costs to be defined accordingly). ; Data processing: Where we process personal data as data controller, we retain your personal data for the period necessary to fulfill the purposes outlined in this Privacy Policy and/or any Services Agreement, unless longer retention is required by law (for tax or accounting purposes or due to other legal requirements) or storing of the data is needed for the establishment, exercise or defense of Emplifi legal claims; we will store only the data necessary for the enforcement of our claims/defense for the period necessary in the given case and not exceeding the statutory limitation periods.; Where we process personal data on behalf of our customers as a data processor, we retain data for the duration of our agreement with customers and delete them in accordance with our retention and backup processes automatically within 30 to 90 days after termination of the agreement (depending on the type of Service used by the customer), unless customers ask to erase them earlier.

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 provides full functionality. Mobile application - only partial functionalities (focused on Scheduling and Publishing of social media content).
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Unified CX platform with modular structure and single design language.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: - Basic Usability Testing + Cognitive Accessibility (part of our continuous usability testing process); - Screen Reader Testing (VoiceOver + WAVE); - Keyboard-Only Testing; - Magnification Testing
• API: Yes
• What users can and can't do using the API: With our robust Public API, data from Emplifi can be accessed outside from Suite and integrated into reports/data lakes Visit our API Documentation for more information on our API (https://api.emplifi.io/) and business intelligence connectors (including Looker, Power BI, and Tableau). Additionally, Emplifi's professional services team can develop custom screens, data exports, and reports that can combine more data sources (subject to their API's availability). Insights reports can also be provided through Emplifi's reporting team.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Emplifi supports customisation of dashboards, metrics, labels, automated labelling rules, Link in Bio pages, automated responses, answer templates, post templates, and more. User groups, roles, and permissions are easily and fully configurable across all products within the Emplifi CX cloud.

Scaling

• Independence of resources: Our solution is running on AWS platform which provides built-in overload protection. Load balancing in case of on premise installation on message level is possible

Analytics

• Service usage metrics: Yes
• Metrics types: It is possible to request information about how frequently users are accessing the platform, how long they spend on it, and what modules are being used.
• Reporting types: 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: Other locations
• User control over data storage and processing locations: Yes
• 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
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • 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 easily export analytical data directly from the platform or request access to specific reports they are interested in.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • PNG
  • Powerpoint
• 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)

Availability and resilience

• Guaranteed availability: Provider will provide the availability of the SaaS Services at 99.5% of time 24 hours a day, 7 days a week, 365 days a year.; ; Any customer support requests are to be sent to the e-mail address support@emplifi.io.; ; Maximum 3-hour first-response time including approach and scheduled timing is guaranteed by Provider’s Customer Support for requests sent in the standard business hours. Standard business hours are: Monday – Friday (24 hours a day).; ; In case of exceeding the deadline, compensation in the form of days of Service added to the end of the Service subscription term, at no charge to Customer, will be applicable. The compensation scheme based on the scheduled timing is discribed in our Ts&Cs: https://emplifi.io/legal/terms-and-conditions#schedule-a-service-level-agreement
• Approach to resilience: All our systems run in multiple instances to ensure high availability. We have a pretty mature internal monitoring system covering all services of the architecture. We are monitoring the system from many perspectives such as performance, latency, response time of API endpoints, database performance load, etc. We use ELK for logging and monitoring and also real-time alerts are in place for all the components, so engineers on duty are notified immediately and can act as needed.; ; More information is available upon request.
• Outage reporting: Notification will be available in product. Outages can be monitored (current and past outages) Emplifi has a rolling update plan - so no maintenance windows are required.; Outages will be handled ASAP. Engineering has 24/7 on-call duty, so in case there is an outage, we try to fix it at any time of any day (including public holidays).

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Other user authentication: Emplifi’s platform is built to accommodate the unique needs of our clients, offering a range of secure access options that can be self-managed for maximum convenience and efficiency. Details on user management roles and permissions can be found here: https://docs.emplifi.io/platform/latest/home/user-roles-and-permissions; ; ● Advanced Security Features: With the integration of SSO and MFA, Emplifi provides industry-leading security measures that protect against the most prevalent cyber threats. SAML 2 Federation is available which supports most modern Identity Providers such as Azure AD, Google, OKTA, OneLogin, etc.; ● Flexible Authentication Options: Emplifi supports multiple authentication methods
• Access restrictions in management interfaces and support channels: (Internal Context); Each associate is granted the minimum set of systems privileges to perform their assigned job function (i.e.; “least privilege”). Each associate only has access to privileged data if required to render assigned responsibilities. Administrative access within the production environment is extremely limited to the DevOps teams and select support personnel. All privileges are reviewed on the Emplifi platforms and related tools on a quarterly basis. ; ; (External Context/Portal Users); Emplifi’s platform is built to accommodate the unique needs of our clients, offering a range of secure access options. Details on user roles and permissions can be found here: https://docs.emplifi.io/platform/latest/home/user-roles-and-permissions
• Access restriction testing frequency: At least every 6 months
• Management access authentication: Other
• Description of management access authentication: N/A for SaaS

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: User-defined
• Access to supplier activity audit information: Users contact the support team to get 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: Yes
• Who accredited the ISO/IEC 27001: Tayllorcox s.r.a.
• ISO/IEC 27001 accreditation date: 22/04/2022
• What the ISO/IEC 27001 doesn’t cover: Emplifi has the certification for Defined Secure Development, DevOps, Human Resources, and Finance processes.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • ISO 27701
  • SOC 2
  • PCI-DSS
  • HiTrust

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • CSA CCM version 3.0
  • ISO/IEC 27001
• Information security policies and processes: Acceptable Use Policies, Awareness and Training, Business Continuity Plans, Data Processing Agreements, Disaster Recovery Plans, Incident Management Plans, Non-Disclosure Agreements, Password Policies, Penetrations Tests, Secure Disposal, Secure Premises, Segmented Access Control, Surveillance, Vendor Assessment, Secure Development Frameworks, Vulnerability Scans.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Emplifi’s Change Management processes are rooted in industry-standard DevOps mechanisms that observe the following qualities for all changes within the computing environment: Centralized change management control and visibility. Through a fully documented change management process all SDLC steps are rigorously standardized allowing for deep tracking of all changes and numerous quality and approval gates ensuring all changes are fully validated prior to introduction into the production environment. Emplifi’s transparency standards ensure all changes are advertised in real time to all relevant parties.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Emplifi maintains a vulnerability management program aiming to identify and remediate security vulnerabilities within computing systems. This includes regular testing and a record of system remediation. Toolsets used to identify vulnerabilities are maintained with up-to-date vulnerability signatures. Results of vulnerability testing are utilized to craft an annual penetration test of systems and networks perceived as high risk, high value or demonstrating a need for further scrutiny. Testing of platform configurations is performed on a daily, monthly and annual basis at varying levels of depth ranging from base-level security testing and configuration management to third-party penetration testing and security-focused code reviews.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Security Incident Handling; ; Emplifi has a comprehensive Security Incident Response Plan that outlines responsibilities and actions to be performed in the event of a breach of security, both physical and informational. The plan, which is closely modeled after Emplifi’s non-security incident triage process, includes step-by-step procedures for denial of service situations, malicious code exposure, unauthorized access, and inappropriate usage. Guidance for incident participants, based on company role, is detailed within the plan. The plan includes an incident runback, documentation requirements, and guidance on forensic matters as well as communication plans. The incident response plan is tested annually.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: Backups are daily and allow for a rapid recovery.; All servers/storage etc are written as infrastructure as code, allowing for a rapid redeployment of the infrastructure if required. (But this is last resort); Emplifi has a documented Incident Management process that is practiced as part of 6 monthly DR/BCP desktop exercises. Emplifi has documented Business Continuity and Disaster Recovery plans covering all relevant outage conditions, facility incidents, vendor failures, and force majeure scenarios. The plan includes guidance for the definition of incidents, triage and communication plans for internal and external parties, action plans, and contact information for necessary parties.

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

  Fighting climate change

  Emplifi has a documented environmental policy with SMART targets that are monitored and reviewed regularly and also holds ECOVADIS Sustainability badge, Green Company Certificate.

Pricing

• Price: £25,000.00 to £250,000.00 a licence a year
• 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 billing.cz@emplifi.io. Tell them what format you need. It will help if you say what assistive technology you use.