Acceleraate Limited

Zoom Virtual Agent by Acceleraate

Zoom Virtual Agent (ZVA) is an AI-powered chatbot. It delivers customer support, responds to enquiries, and executes tasks in a conversational style. Powered by Generative AI, Zoom Virtual Agent supports intent-based and knowledge-based customer journeys, provides multiple hand-off options, and generates powerful analytics and insights.

Features

• Knowledge Base Synchronisation
• Generative AI Powered Bot Coaching & Training
• Available Stand-Alone, Or Fully Integrated with Zoom Contact Center
• Customer Journey BI and Analytics
• Conversational AI Customer Journeys
• Fully Customisable Chatbot
• Intelligent Conversation Hand-Off With Flexible Options
• Low Code Workflows
• Combines Intents, Flows & Knowledge Base In A Single Solution

Benefits

• Enables Self-Service Answers 24/7
• Built To Handle Multiple Knowledge Base Domains
• Easy To Manage Channel Mapping & Routing
• Connect To Customer Data To Return Key Information
• Improve Containment & Deflection Rates With Generative AI
• Collect Details To Hand-Off To Agents To Reduce Handling Times
• Identify Estimated Cost Savings For Each Chatbot Flow
• Get Real Time Understanding Of Support Issues & Gaps

£2,775 a unit a month

• Education pricing available
• Free trial 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 frameworks@acceleraate.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

446759169960452

Contact

Matt Cowell
0161 552 5852
frameworks@acceleraate.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: Zoom Contact Center
• Cloud deployment model: Public cloud
• Service constraints: Not applicable
• System requirements:
  • An internet/network connection
  • Ability to embed code in website or app

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: Acceleraate offers two Technical Support tiers for Zoom Contact Center, subject to client needs: 1) Standard Support (UK office hours, excluding public holidays), 2) Premier Support (24x7x365). We prioritise support tickets from P1 to P4 and encourage customers to contact us via our Support Portal for optimised response times. Our response time for P1 is 30 minutes with Premier Support.
• 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: Premier Support provides 24 hour coverage and has guaranteed response times of 30 minutes for P1 – Major, 1 hour for P2 - High, 4 hours for P3 - Medium and 1 business day for P4 - Low. Standard Support is Monday to Friday 09:00 to 17:30 (GMT), excluding Public Holidays. Response times are 1 hour for P1 – Urgent, 2 hours for P2 - High, 1 business day for P3 - Medium, and 2 business days for P4 - Low.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Acceleraate provides end-to-end implementation and onboarding services for Zoom Virtual Agent customers, including customised training and enablement programmes for users, supervisors, and administrators. Customers will also have access to Zoom's Customer Success Advisors. Starting with the onboarding journey, the CS Advisor team guides where customers can get started with learning via the Zoom Learning Center and various support guides. Once customers are live on their Zoom solutions, this team provides proactive digital deliverables to help customers drive adoption and maximise their investment in Zoom. Zoom's Customer Success program is focused on ensuring customers achieve the value they expect throughout their Zoom journey. This approach enables faster response times with group knowledge for better and more efficient support. Self Service Offerings also include: Zoom Learning Center (Learn anytime, anywhere and expand your product knowledge), Zoom Community (get involved, become a leader, and connect with other Zoom users and customers), Zoom Support (find answers to your product questions in our many articles and training materials, or contact the support team for technical assistance), and Webinars (attend onboarding webinars to learn about best practices and get the latest information about the Zoom platform).
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Upon contract termination, Zoom deactivates all user IDs related to the customer account and any saved data is deleted. Therefore, the customer will need to download any recorded meetings prior to their termination date by visiting their online user profile, navigating to their recordings and downloading selected recordings to an alternate source. Zoom has a data retention standard that details how data is deleted when a customer terminates service (i.e., purged on day 31). Furthermore, our Data Protection Standard states how Zoom must sanitise media. Zoom has a process for records retention to ensure that Personal Information is retained for no longer than necessary to fulfil the obligations or meet legal retention requirements.
• End-of-contract process: Upon termination of the customer's contract, Zoom will deactivate all user IDs associated to that billing account and delete any saved recordings. Zoom has a data retention standard that details how data is deleted when a customer terminates service (i.e., purged on day 31). Furthermore, our Data Protection Standard states how Zoom must sanitise media. Zoom has a process for records retention to ensure that Personal Information is retained for no longer than necessary to fulfill the obligations or meet legal retention requirements.

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: Yes
• Differences between the mobile and desktop service: See the link below for a comparison of features between the Zoom desktop clients, mobile apps, web client, and Zoom Web App: https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB006552
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: Yes
• What users can and can't do using the API: The Zoom API is the primary means for developers to access a collection of resources from Zoom. Apps can read and write to the resources and mirror some of the most popular features available in Zoom Web Portal such as creating a new meeting, creating, adding and removing users, viewing reports and dashboards on various usage, and so on using the Zoom API. Depending on your app’s use case, you can choose from our various APIs and implement the features accordingly. All APIs under the Zoom API are based on REST architecture and are accessed via HTTPS at specified URLs. The base URL for all requests is https://api.zoom.us/v2/. The complete URL varies depending on the endpoint of the resource being accessed. For instance, you can list all users on an account via a GET request to this URL: https://api.zoom.us/v2/users/. Within our API reference pages, you can send test requests and view responses. You can also view the code for the request in various languages such as Python, Node, Java and more. With each release, we add additional APIs and enhancements to meet the needs of our customers.
• API documentation: Yes
• API documentation formats: Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Acceleraate provides added value customisation services and features for Zoom Contact Center, Zoom Virtual Agent, and Zoom Phone customers including Acceleraate IntegrationHub, and a variety of additional off-the-shelf integrations, customised Zoom Apps and third-party software connectors. Zoom offers a number of opportunities to customise the service. Zoom’s App Marketplace brings together integrations, apps, and bots built by Zoom, third-party developers, and oftentimes our own customers, making it easy for Zoom users to extend the power of Zoom for any business need. The Zoom App Marketplace hosts over 2,500 apps and integrations for our solutions. In addition, Zoom’s APIs allow for a robust extension of the core Zoom product and apps can read and write to the resources and mirror some of the most popular features available in the Zoom Web Portal such as creating, adding and removing users, viewing reports and dashboards on various usage, and so on.

Scaling

• Independence of resources: Zoom’s unique architecture allows quick and easily scaling to meet demand. Zoom maintains redundant capacity in all aspects of its infrastructure to accommodate growing business, healthcare, and education needs and to meet peak usage requirements. Zoom's proven infrastructure supports over 350-million daily users and billions of meeting minutes a month. The architecture is built to handle growing levels of activity, as Zoom's unified communications platform is architected from the ground up to address the most technologically difficult aspect of communications: video. Zoom's modern cloud architecture gives the platform its trademark reliability, quality, and scalability.

Analytics

• Service usage metrics: Yes
• Metrics types: The Zoom Dashboard allows account administrators to view information ranging from overall usage to live data relating to Zoom solutions. This data can be used to analyse issues that may have occurred as well better understand how users are interacting with the Zoom platform within your organisation.
• 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: Zoom

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: European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Physical access control, complying with SSAE-16 / ISAE 3402
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Reports, logs, and recordings can be exported via the Zoom web portal as required.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • MP4
  • MP3
  • VTT
• Data import formats:
  • CSV
  • Other
• Other data import formats: SAML

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: SLAs are addressed in Zoom's Master Services Agreement (MSA) and may include 99.9% uptime, excluding excused downtime (maintenance).
• Approach to resilience: Zoom web services leverage AWS high availability infrastructure with multi-region configuration operating in Active/Standby mode. For realtime communications, Zoom leverages multiple Tier 1 data centers running in Active/Active mode.
• Outage reporting: Zoom posts any general incident announcement and other announcements including scheduled maintenance, outages, updates, through our status page at status.zoom.us. For incidents affecting a specific customer, Zoom will notify the account owner and administrator(s) through email or as specified in fully executed agreement.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Management interfaces are accessed via user name and password derived from integration via SSO or user name and password stored in a salted hash. Interfaces are accessed based upon role based access control (RBAC).
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

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: Between 6 months and 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Schellman & Company, LLC
• ISO/IEC 27001 accreditation date: 01/04/2024
• What the ISO/IEC 27001 doesn’t cover: Not applicable.
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 20/01/2023
• CSA STAR certification level: Level 2: CSA STAR Attestation
• What the CSA STAR doesn’t cover: Not applicable.
• PCI certification: Yes
• Who accredited the PCI DSS certification: Schellman & Company, LLC
• PCI DSS accreditation date: 10/08/2022
• What the PCI DSS doesn’t cover: Not applicable.
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • SOC2 Type 2
  • TRUSTe

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: Cyber Essentials Plus
• Information security policies and processes: Cyber Essentials, Cyber Essentials Plus, SOC2 Type 2, GDPR, TRUSTe Certified Privacy

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: Change triggers for unique processes and controls are: Code, Database, Infrastructure, Data.; ; Weekly meetings held to request changes that need to be performed during maintenance windows. Change requests are presented, validated, and scheduled. Changes are approved by the Change Manager. Implementation in production should not be by the same individual who developed the change. When staffing levels do not permit this separation, management oversight and approval of the change and testing process ensure appropriate processes are followed. Dev and test environments are physically and logically segregated from production. No customer data is used in testing.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Zoom has a formal Vulnerability Management Plan in place. Zoom performs monthly vulnerability and web application scanning using an external party (Qualys). Scan reports are reviewed by our Security and technical teams and discussed with the engineering and development teams. Validated findings are tracked in our JIRA system throughout remediation.; ; Zoom has a monthly patch cadence. Zoom will patch all applications, workstations, and servers (virtual or physical) with all current operating system, database, and application patches deployed in our computing environment according to a schedule predicated on the criticality of the patch. Maintenance/patching typically will have no service downtime.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Zoom has monthly vulnerability and web application scans. Findings are reviewed and validated by its technical and engineering team. Vulnerability is rated on severity level and tracked using JIRA. Vulnerability fixes are released from Zoom's engineering team and follow Zoom's formal change management process for deployment to production. Zoom also has DDoS monitoring and Managed service in place. Affected traffic is diverted and filtered through a scrubbing centre. Zoom responds to incidents as defined within its SOC2 report available upon execution of a mutual NDA.
• 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: Zoom communicates the incident response policy to internal and external users and instructs users to contact their supervisor and the information security representative if they become aware of a possible security breach. When a potential security incident is detected, a defined incident management process is initiated by authorised personnel. Incidents are tracked through the tracking application, which includes the corrective actions implemented in accordance with the defined policies and procedures.

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

  Zoom plays an important role in enabling remote working for millions of people around the world every day. Zoom estimates its product has helped customers reduce their carbon emissions by tens of millions of metric tons, and continues to help take cars off the road for commuters who are able to work remotely. Zoom's dedication to environmental sustainability does not end there; they also want to ensure the sustainability of their own operational footprint, and as such are committing to reaching 100% renewable electricity in their operations by 2030. Zoom's report shares some of the initiatives that will help to reach their goals. They are also taking action to make sustainable choices for the company to lessen their impact on the environment. Here’s a snapshot of Zoom's recent accomplishments: - Quantifying three years of greenhouse gas emissions so they can understand trends, set goals and maximise reductions through prioritised actions. - Adopting Salesforce’s Net Zero Cloud to have a central repository for all our social, environmental, and governance metrics, and in anticipation of the SEC’s climate disclosure requirements. - Proactively engaging with third-party raters to address customer inquiries and improve Zoom's scores. - Continuing to produce an ESG Report detailing Zoom's framework and accomplishments. - Presenting Zoom's own operational perspective at Zoomtopia, Zoom's annual customer conference, with the panel, “Exploring a New Dimension: Sustainability & ESG at Zoom”.

  Covid-19 recovery

  During the COVID-19 pandemic, Zoom provided its education services to over 125,000 education domains in 25 countries for free to help students stay connected safely to continue learning. Zoom also provided training and resources to help more than 35,000 educators to teach remotely on Zoom during the pandemic with the Zoom Summer Academy, which brought together educators and administrators from all across the world together to hone their skills, discuss pedagogical applications of hybrid learning best practices, and envision the future of higher education. Zoom is proud of the way people turned to it during the pandemic, but this was an acceleration of changes already underway - a decade’s transformation took place in 12 months.

  Tackling economic inequality

  Zoom's philanthropic program, Zoom Cares, strives to make a positive impact on our local and global communities by leveraging charitable funding, technology, our passionate employees, policy advocacy, and our voice to support education and social equity. Zoom's latest Impact Report can be found at the following link and highlights the tireless efforts of nonprofit partners and Zoom’s social impact activities: https://explore.zoom.us/docs/en-us/zoomcares.html

  Equal opportunity

  To make sure that Zoom's products and culture continue to incorporate everyone's perspectives and experience Zoom never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. Zoom is proud to be an equal opportunity workplace and is an affirmative action employer. To see additional information, please read about Zoom's approach to diversity, equity and inclusion at the Zoom Careers page at the following link: https://careers.zoom.us/home In addition, Zoom also strives to ensure that people of all abilities can meet and collaborate with one another by taking into consideration the wide range of hearing, vision, mobility, and cognitive abilities. Zoom ensures that accessibility considerations are not just nice-to-haves, but requirements in the development process; and Zoom's accessibility team collaborates with the product and engineering teams at every stage of the release process. Zoom accessibility features are available to all Zoom users. These include the option to customise font sizes, add manual closed captioning, keyboard shortcuts, screen reader support, and automatic transcript generation - making it easy to search and review written records of meetings which are recorded in the cloud. To ensure Zoom's products are as inclusive as possible, Zoom regularly gathers feedback to identify areas where there is a mismatch between products and users' abilities.

  Wellbeing

  Zoom believes that in order to deliver happiness to customers, employees should be happy at work. That’s why Zoom focuses on cultivating a culture around the value of Care. Zoom's Diversity, Equity & Inclusion (DEI) team leads the company-wide effort to bring greater diversity and inclusiveness to people and products, from recruiting and hiring practices to the accessibility of the platform. Zoom views its efforts within 4 pillars: - Workforce - Workforce is about who and how Zoom hires. Zoom actively engages with external sourcing partners to invite the best and brightest talent from the broadest backgrounds to consider working at Zoom. They continuously take stock of how they evaluate candidates to ensure that they are getting a fair and equal opportunity to share their capabilities. - Marketplace - Zoom's DEI Marketplace efforts are all about how Zoom include and consider their customers, with the ultimate goal of creating better products and experiences with them in mind. An example of Zoom's Marketplace efforts include leveraging ERGs and strategic partners to provide feedback on product designs and features. - Workplace Community - Workplace is how Zoomies experience Zoom once they are onboard. Do they feel a sense of belonging to the organisation? Do they have an opportunity to build networks and connections outside of their day-to-day roles? Examples of Zoom's Workplace efforts include Employee Resource Groups, employee-driven, volunteer groups that foster DEI in the workplace and encourage employee engagement and support. - Community - Zoom's DEI Community efforts are focused on how Zoom does its part to make the world more equitable for all. In partnership with internal teams and external strategic partners, Zoom forges partnerships that advance its DEI mission and Zoom’s core value of Care.

Pricing

• Price: £2,775 a unit a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Acceleraate can arrange time-limited PoCs for clients who are considering Zoom Contact Center, Zoom Virtual Agent, or Zoom Phone

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