CENTROLENE LIMITED

Artificial Intelligence

Our AI Studio is a web-based platform that allows users to instantly create, manage and deploy Virtual Agents within our no-code environment. Our drag-n-drop interface means you focus on designing the best customer experience possible, while we take care of the rest. Our solution is telephony and contact centre agnostic.

Features

  • 24/7 Virtual Agent availability: citizen queries answered without queuing
  • Simple monthly pricing: fixed licence cost provides long-term confidence
  • PCI-DSS compliance: process payments without revealing information to agents
  • Tone analyser: recognize stressed or annoyed callers
  • Natural language processing: intent matching, entity extraction and dialog control
  • Industry leading voice quality: multi-language HD synthetic voice
  • Customer channel preference: e-mail, SMS, Social, Webchat
  • Automate common queries: planning applications, waste handling, parking permits, etc.
  • Appointment booking: citizens can book a time that suits them
  • Full integration with Google DialogFlow, Amazon Lex and IBM Watson

Benefits

  • Answer routine queries without tying up your contact centre staff
  • Virtual agents cost less than live agents and work 24/7
  • Supply answers from a web page or knowledge base
  • Integrate to booking systems for face-to-face appointments or callbacks
  • Contact centre and telephony agnostic: works with your existing systems
  • Leading Conversational AI to address high volume/low complexity calls

Pricing

£450 a unit

Service documents

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 chris.wells@centrolene.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

4 5 9 6 1 2 1 1 8 6 5 4 8 0 6

Contact

CENTROLENE LIMITED Chris Wells
Telephone: +44 7787 570 628
Email: chris.wells@centrolene.co.uk

Planning

Planning service
Yes
How the planning service works
Our virtual agent technology an act as a standalone service on a dedicated number, can integrate with your existing IVR menus or can fully replace your IVR. Interactions and integration are done at the PSTN layer, so our solution is totally independent of your existing contact centre and telephony infrastructure.
Planning service works with specific services
No

Training

Training service provided
Yes
How the training service works
We can provide both online and bespoke training packages for technology enablement or digital organisational change.
Training is tied to specific services
No

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
As part of our migration services we quality assure and peer assess our plans then support our customers. Our Migration team has extensive experience in migrating to/from numerous cloud platforms as well as continuous integration.
Setup or migration service is for specific cloud services
No

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
As part of our implementation services we quality assure and peer assess our designs then support our customers in their own quality assurance exercises. Our QA team has extensive experience in numerous cloud platforms and performance test tools as well as continuous integration.

Security testing

Security services
No

Ongoing support

Ongoing support service
Yes
Types of service supported
Hosting or software provided by a third-party organisation
How the support service works
See Support documentation

Service scope

Service constraints
Support is offered throughout the working week 0900-1700. Out of hours and weekends can be discussed upon request.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Email or online ticketing available 24/7/365, via an in country service desk.
Response times vary according to the support level.
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
9 to 5 (UK time), Monday to Friday
Web chat support
Web chat
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
AA Testing Support
Support levels
Our service is customised to the clients requirements. We provide subject matter experts, technical account managers and cloud support consultancy as part of the service.

Resellers

Supplier type
Reseller providing extra support
Organisation whose services are being resold
Talkdesk, Five9

Staff security

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

Standards and certifications

ISO/IEC 27001 certification
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
No
Other security certifications
No

Social Value

Equal opportunity

Equal opportunity

Centrolene is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, colour, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

Pricing

Price
£450 a unit
Discount for educational organisations
No

Service documents

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 chris.wells@centrolene.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.