SABIO LTD

Amazon Connect Customer Experience Software and Cloud Solutions

Amazon Connect is a mature, enterprise contact centre solution, providing an excellent customer omni-channel experience. It is a tightly coupled capability alongside Salesforce and Salesforce Service Cloud and has more than 10 billion interactions per year. It has been deployed at scale for many organisations, including in the public sector.

Features

• Scalable, resilient global CCaaS on top-tier cloud infrastructure.
• Maximises ROI through efficient orchestration and deployment capabilities.
• Unified contact centre application for communications, reporting and workforce optimisation.
• Simplified omnichannel interactions with automated routing and self-service features.
• Rapid AI deployment for real-time customer interactions
• Streamline QA, ensure compliance, track interactions, and drive improvement.
• Comprehensive analytics suite for predictive planning and trend forecasting.
• Diverse channel data for customised customer insights and experiences.
• Expanded system functionality through seamless API integrations with third-party platforms.
• Trusted service for CX evolution with continuous service improvement expertise.

Benefits

• Ensures data protection, compliance, and confidence with robust security.
• Guarantee uptime and scalability for uninterrupted operations.
• Elevates experiences with automation, digital channels, and insights.
• Empowers teams with adaptable solutions, reducing IT reliance.
• Boosts efficiency and morale with intuitive tools and automation.
• Enhances experiences with artificial intelligence capabilities.
• Gain insights for informed decision-making with real-time analytics.
• Achieve faster returns and project delivery with efficient methods
• Securely managed, monitored cloud platform with comprehensive support.

£0.02 a transaction

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 mark.williams@sabiogroup.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

443444731768651

Contact

Mark Williams
+447572459606
mark.williams@sabiogroup.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Hybrid cloud
• Service constraints: None
• System requirements:
  • Chrome, Edge, or Firefox with Internet connection.
  • PCs with headsets for communication.
  • Telco SIP for call ingress/egress.
  • 32-128 Kbps network voice bandwidth per concurrent call.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Sabio provides an extensive ticket response and resolution service for email and online tickets, with response times tailored to the severity of the issue. ; ; Our highest level of service, P1 (critical service down) tickets, is guaranteed a response within 10 minutes, 24x7x365. During peak hours, this response time is further accelerated to within 2 minutes. ; For incidents of lesser severity (P2-P4), we offer agreed-upon response and resolution times that can be customised to suit each customer's requirements.
• 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: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Sabio offers a comprehensive support package tailored to individual customer needs. Our support levels range from basic to premium, each designed to address varying requirements and budgets. Costs for these support levels are determined based on the specific needs of the client, following an assessment process guided by the SFIA rate card and pricing document.; ; Included in our support package is the appointment of a dedicated Technical Account Manager who oversees the delivery of personalised support services. This includes proactive identification of opportunities to optimise product usage, user training, performance reviews, best practice evaluations, technical roadmap development, and ongoing relationship management with stakeholders.; ; For additional technical assistance, customers have the option to engage with our cloud support engineers, who provide specialised expertise in managing and troubleshooting cloud-based services. Access to these resources is also factored into the overall support package, with costs outlined transparently during the assessment phase
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Sabio uses a thoroughly tested onboarding methodology, involving workshops aimed at gathering functional configuration details and outlining the migration journey with key stakeholders. Throughout the onboarding process, Sabio delivers persona-based training to prepare and support the client organisation for migration. While these sessions are usually conducted in person, remote delivery options are available for clients who are geographically dispersed or prefer virtual interaction.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats:
  • MS Word
  • MS PPT
  • Atlasian Confluence Extracts
• End-of-contract data extraction: Customers will have complete access to their data within their Amazon Connect instance. Data extraction can be done either through the Platform API or manually.
• End-of-contract process: At the end of the contract, typically, there's an engagement with Sabio Professional Services, tailored to the customer's needs. This engagement varies based on the client's requirements, including any additional applications. Ultimately, Sabio's PS team aims to ensure a safe migration of the Amazon Connect instance to another provider or platform with minimal disruption to the customer experience. There will be some custimsations that Sabio have developed code for the customers requirements and these may need extended and ongoing support from Sabio.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • IOS
  • Linux or Unix
  • Windows
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Amazon Connect acts as a unified interface accommodating various user roles, including users, agents, supervisors, and platform administrators. Within this interface, Sabio frequently integrates additional functionalities like Agent Wellbeing, and Time Off Management to enhance user workflows. Authentication on Amazon, typically through SSO, ensures the security of this application and its enhancements, while access is regulated through role-based permissions.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Can be supplied on request
• API: Yes
• What users can and can't do using the API: With the Amazon Connect API, clients have complete control over their Amazon Connect environment. These APIs enable clients to manage system configurations, handle conversations, extract data, and perform various tasks. To access the API, applications must make requests to the API host corresponding to the client's organisation's region. Authorisation for client applications is required through a securely configured OAuth 2.0 flow within the environment. For detailed information on available API endpoints, visit https://docs.aws.amazon.com/connect/latest/APIReference/Welcome.html
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Using the Amazon Connect platform, users can configure custom orchestration flows and automation scripts for safe and efficient updates to configurations, including Queues, Agents, Groups, and Flows. Customising the agent desktop is possible, integrating widgets to improve workflow and offer tailored services. Advanced capabilities enable Sabio to develop bespoke standalone desktop solutions and seamlessly integrate with other applications, such as CRM, through the embeddable framework.

Scaling

• Independence of resources: Amazon Connect operates in a microservices architecture, employing elastic computing and database services. This demand-driven model allows it to adapt to client requests without affecting other users or services.; ; Leveraging AWS, Amazon consistently monitors service usage and tests for 2x peak load per geographic region to maintain safety and stability. Furthermore, the Amazon capacity planning model supports future resource acquisition and implementation based on current resources and projected needs.

Analytics

• Service usage metrics: Yes
• Metrics types: Amazon offers an integrated reporting suite with customisable performance views for historical and real-time insights. The reporting service also provides live alerts and streaming data for monitoring contact centre activities. Users can effortlessly access platform data via export URLs and APIs, and create bespoke views in dedicated analytics workspaces with pre-built dashboards. Sabio provides an enhanced extraction service using the Analytics API to load data into the client's data lake. For available views and metrics, visit: https://docs.aws.amazon.com/connect/latest/APIReference/analyticsdataset-api.html
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Genesys, Verint, Salesforce & Google, Twilio, Avaya and Odigo.

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Security Clearance (SC)

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: Yes
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Other
• Other data at rest protection approach: As an expert services provider, Sabio does not dictate or influence Amazon's data security processes. Comprehensive details can be found here: https://docs.aws.amazon.com/connect/latest/adminguide/data-protection.html. Amazon conducts annual penetration tests typically several times a year, with Sabio assessing the reports.
• 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: Administrators have the option to export data stored in platform datatables using the user interface. Alternatively, they can efficiently extract configuration and performance data using the platform API.
• Data export formats:
  • CSV
  • Other
• Other data export formats: XML
• 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: Amazon ensures robust data protection between the client's network and its network through a multi-layered security approach. Amazon leverages HTTPS and TLS protocols with AES-256 encryption for all connections to browsers, mobile apps, and other components. Additionally, voice traffic is encrypted using TLS for SIP signaling and SRTP for IP voice, while call recordings are encrypted at rest. S3 buckets and other sensitive data stores also benefit from encryption at rest, and backups are encrypted both in transit and at rest.
• Data protection within supplier network: Other
• Other protection within supplier network: Sabio does not handle or store client data within our own network. All client-related data is stored within their instance of Amazon/AWS, with access fully managed by them.

Availability and resilience

• Guaranteed availability: Amazon Connect guarantees high availability, aiming for 100% uptime with 24/7 accessibility. Amazon adheres to a comprehensive Service Level Agreement (SLA) that outlines response times for different severity levels of incidents. In case of downtime falling below specified thresholds, users are entitled to credits on their subscription fees.
• Approach to resilience: The AWS global infrastructure is built around AWS Regions and Availability Zones (AZs). AWS Regions provide multiple physically separated and isolated AZs, which are connected with low-latency, high-throughput, and highly redundant networking. These AZs are physically separated by many miles, but still close enough together (60 miles or less) to be used as a single logical data center.; ; Each AZ features one or more discrete data centers, each housed in its own facility with redundant power, networking, and connectivity. These measures act as safeguards, and minimize the likelihood of an issue like a power outage or earthquake impacting multiple data centers or multiple AZs.; ; AZs are more highly available, fault tolerant, and scalable than traditional single or multiple data center infrastructures.; ; For more information about AWS Regions and Availability Zones, see AWS Global Infrastructure.
• Outage reporting: Amazon publishes service outages here: https://health.aws.amazon.com/health/status; Sabio will also provide Major Incident and Problem Management reporting for every service impacting outage to demonstrate proper investigative outcomes and analysis of the root cause of the incident.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: All access is encrypted and authenticated, ensuring secure entry. Controlled by a rules-based regime, access to specific information is carefully managed.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Standards Institute (BSI)
• ISO/IEC 27001 accreditation date: 02/09/2021
• What the ISO/IEC 27001 doesn’t cover: Standard certification
• 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: SSAE SOC 2 Type 2

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: IASME Cyber Essentials; SSAE SOC 2 Type 2
• Information security policies and processes: The Sabio Information Security Policy aligns with the principles of the British Standard for Information Security - ISO/IEC 27002. We are dedicated to establishing and upholding an Information Security Management System rooted in international standards.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Changes must only be conducted by authorised and skilled personnel within IT roles (or by contractors, vendors, etc., authorised by Sabio Ltd). They are subject to auditable change management procedures in line with Information Systems Development and Maintenance Procedures, and relevant Financial Regulations where applicable. For further details, please contact us.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Sabio conducts regular internal and external vulnerability scans to detect security risks and deviations.; ; We implement a secure software development lifecycle model, encompassing code analysis, review, and dependency management. This includes a blend of human-driven and automated tools to identify risks early in the development process for Sabio-developed software.; ; Regular patching and updates of software/firmware are undertaken to maintain vendor support and mitigate potential vulnerabilities.; ; Operating on a risk-based model, we harness software/technology to streamline and prioritise our efforts.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Sabio leverage multiple monitoring solutions feed into our single event management platform and surfaced into our Support Operations Tool (Service Now).; ; Monitoring solutions include SolarWinds, DataDog, Prometheus, Grafana, OpsGenie, Google Monitoring, all fed into our 24x7x365 NOC / SOC.; ; When an incident is received by the NOC / SOC it is put through our ITI L / ITSM based process and follows a structured handling flow which prioritisation and escalation including major incident management built into the framework.; ; Security related events are notified to the SOC and picked up by specialist security trained resources for immediate triage and remediation.
• Incident management type: Supplier-defined controls
• Incident management approach: The Sabio incident management process is based on the ITIL framework with Incident Management flowing into Problem and Change Management where appropriate.

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Wellbeing

  Fighting climate change

  Net Zero; We have set a goal to achieve net zero emissions by 2050. ; In 2022, Sabio established a Sustainability Steering Committee to drive our sustainability practices. We are currently selecting a framework to guide our 3-5-year plan.; We’re partnered with Carbon Responsible to track and assess our carbon footprint which has ena-bled us to baseline our data, identify areas for emissions reduction, and consider our path to setting targets. ; In our offices, we recycle, reduce waste, and plan to further decrease our resource impact. We are also working with suppliers to extend the life of resources like IT equipment.; Most of our offices are now powered with renewable energy, which is a goal across all locations. ; Sabio has a partnership with Ecologi, a climate-positive B Corp organisation that has made remarka-ble strides in addressing climate change. ; Activities Sabio will deliver ; • Continuing to work with suppliers and landlords to switch to renewable energy. ; • Reviewing ULEZ car scheme for better air quality. ; • Regular employee training and feedback sessions for environmental impact ideas.; Training ; We are in the process of enhancing Sabio’s “Go Green at Work Guide” to conduct business internal-ly and with clients with the most sustainable as the first choice and preferred option. ; Supply Chain ; We ask suppliers about their Carbon Reduction plans and working towards evaluating our supplier's environmental practices. ; Prioritising sustainability in procurement through:; • Purchasing sustainable materials from responsible suppliers.; • Implementing waste and recycling programmes.; • Integrating environmental considerations, focusing on energy-efficient hardware, responsible disposal, and contribution to the circular economy.; • Sustainability-focused Supply Chain Management policy.

  Wellbeing

  Accessible Recruitment ; Equality, Diversity, and Inclusion is embedded into our recruitment systems and processes. We uti-lise diversity recruitment software to reduce bias by obscuring an applicant’s identifying factors be-fore interview stage.; We are an equal opportunities employer and include a reflective statement on all job advertisements and prioritise advertising vacancies where possible across several diverse job boards. This is also reflected in our “Wellbeing Companion” – a complimentary tech for CCaaS/Contact Centre platforms to help agents manage their wellbeing.; Workforce Wellbeing Support ; The well-being of our colleagues is important to us, which is why we continue to build a network of Mental Health First Aiders across the organisation. We have also introduced an anonymous SMS line for Sabio colleagues to reach out and get support. This is also reflected in our “Wellbeing Compan-ion” – a complimentary tech for CCaaS/Contact Centre platforms to help agents manage their wellbe-ing.; Acting on Issues ; To effectively address any issues, we have implemented robust policies, and processes aimed at prompt action and resolution. ; Training and Awareness ; Recognising the importance of supporting individuals through life transitions such as perimenopause and menopause, we offer comprehensive resources, training, and support. ; Community-led Volunteering; Our volunteering days programme reflects one of our core business values which is to ‘Build Social Value’. We encourage colleagues to contribute their time and/or expertise to a cause close to their heart. Whether it's using their professional skills to mentor students, helping non-profits with market-ing strategies, or lending a hand to local charitable organisations. ; We are partnering with a charity to foster diversity in tech through coding education and another to empower homeless individuals, supporting both through volunteering initiatives.; We also support charitable causes through our charity match funding policy.; Armed Forces Covenant ; We have signed a commitment to the armed forces covenant.

Pricing

• Price: £0.02 a transaction
• 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 mark.williams@sabiogroup.com. Tell them what format you need. It will help if you say what assistive technology you use.