AWAKEN INTELLIGENCE LIMITED

Awaken Dispatch

The Awaken Dispatch system comprises of the blending of two Awaken products: Awaken Dispatch and Awaken Scripting. Together, they allow a process where a contact centre can drive a scheduled or reactive contact and escalation process with external contacts. Field resources can set availability and accept/reject jobs automatically.

Features

• Dynamic/Conditional call flow
• Campaign Management
• Low Code - Drag and Drop/Graphical Editor
• Web Based

Benefits

• Consistent agent and customer journey

£16 a licence a month

• 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

• Modern Slavery statement

  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 simon@awaken.io. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

462579887005475

Contact

Simon Black
+44-20-7078-7518
simon@awaken.io

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Awaken Dispatch is an extension to the Awaken Scripting solution.
• Cloud deployment model: Private cloud
• Service constraints: A web application that can be easily configured and updated without impact on day to day operations
• System requirements: Awaken Scripting instance and licenses required

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: We cover emails in UK office hours 9-5, and outside of those times, it won't be handled unless phoned in as an emergency or out of hours request.; ; The usual response time to tickets is usually under 30 munites. This is subject to change depending on the ticket request.
• 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), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: We include initial Professional Services support with each sale of our software, to ensure that our new customers have prompt access to the resources they need without the worry of additional costs. This time is used to educate on best practices, perform knowledge transfer, and train the trainer and project management. Call-off hours: Each sale also includes a number of pre-paid PS hours that can be drawn on and used by a specific date. This allows new customers to access non-support assistance, custom development, and solution guidance that is not always covered under standard support.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We include initial Professional Services support with each sale of our software, to ensure that our new customers have prompt access to the resources they need without the worry of additional costs. This time is used to educate on best practices, perform knowledge transfer, and train the trainer and project management.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: At the end of the contract the customer receives the option to receive any data held within the system as an encrypted export. The customers instance is then taken offline and deleted. Customer data will remain in encrypted backups for a period of 30 days as per our internal process at which time the backups will be deleted.
• End-of-contract process: At the end of the contract the customer receives the option to receive any data held within the system as an encrypted export. The customers instance is then taken offline and deleted. Customer data will remain in encrypted backups for a period of 30 days as per our internal process at which time the backups will be deleted.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: Wizard driven integration for JSON web services and database access; for bi-directional data transfer between scripts and external sources.
• API documentation: Yes
• API documentation formats: Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The application is completely customisable. ; ; Completely customisable scripts from backgrounds, to prompt text sizing and colours. Drag and drop elements within pages, create templates and configure exactly what you require. ; ; Database integrations can be achieved directly with SQL and using SOAP and/or REST APIs.; ; Customisations are carried out by the business user, with no need for developers to be involved

Scaling

• Independence of resources: The application make use of AWS services and serverless architecture

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

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: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: They are unable to export the data other than using the API calls to retrieve lists of objects within the application
• Data export formats: Other
• Other data export formats: JSON
• Data import formats: Other
• Other data import formats: JSON

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
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: The service can be provided as on-premise or hosted with availability up to 99.95%
• Approach to resilience: Dependant on underlying infrastructure and network configuration, full details are available on request.
• Outage reporting: Outages are reported to customers by e-mail and telephone.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Dedicated link (for example VPN)
  • Username or password
  • Other
• Other user authentication: Whitelisting of user IPs
• Access restrictions in management interfaces and support channels: The application is driven by roles and permissions used to restrict access to data and capabilities.; Support is handled through company standard support channels.
• Access restriction testing frequency: Less than once a year
• Management access authentication:
  • Dedicated link (for example VPN)
  • Username or password
  • Other
• Description of management access authentication: Whitelisting user IPs

Audit information for users

• Access to user activity audit information: No audit information available
• Access to supplier activity audit information: No audit information available
• How long system logs are stored for: User-defined

Standards and certifications

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

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: Available on request.
• Information security policies and processes: Available on request.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Change management to processes and system configuration are covered by a Scope of Work (SoW) where expectation, impacts, risks and mitigation are tracked and addressed. Deliverables, acceptance and sign off are agreed within the SoW
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Identify vulnerabilities from sources regularly; • cve.mitre.org; • vendor notifications; • product notifications; Assess vulnerabilities by:; • Match vulnerability against system, service, product, or software; • Identify if vulnerability is publicly accessible or if it is only available internally; • Triage vulnerabilities and assign CVSS scores by including organisation specific mitigations or priorities; • Categorise vulnerabilities into fix, acknowledge or investigate buckets.; Prioritise vulnerability fixes by:; • Considering accessibility by the largest number of potential attackers; • Considering the technical and business impact if exploited; • The complexity of the exploit; • Identifying what you need to fix
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Application and network logs are all shipped to a centralised log consolidation platform. Analysis of logs allows the configuration of proactive alerting and detailed analysis of all devices.; Incidents are logged to internal company case management system for prioritisation. Based on priority, incidents are dealt with accordingly
• Incident management type: Supplier-defined controls
• Incident management approach: We have a helpdesk ticketing application to monitor and track issues with both software and service.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  Our technology supports and enables agents working from home which reduces agents commuting to their work environment.
• Covid-19 recovery:

  Covid-19 recovery

  Our technology supports and enables agents working from home which reduces agents commuting to their work environment. This supports agents that still need to shield but also supports social distancing. We support contact centres employ agents from all different locations and communities due to our agent guidance capabilities.
• Tackling economic inequality:

  Tackling economic inequality

  Our technology guides agents through their role, which in turn reduces training down to under a week which reduces the barrier for entry and enables people that need to retrain quickly.; As the agents are guided through their roles we often see a 20% increase in productivity.
• Equal opportunity:

  Equal opportunity

  We are committed to ensuring there is transparency in our own business and in our approach to tackling modern slavery throughout our supply chains, consistent with our disclosure obligations under the Modern Slavery Act 2015. We expect the same high standards from all of our consultants, suppliers and business partners, and as part of our contracting processes, we include specific prohibitions against the use of forced, compulsory or trafficked labour, or anyone held in slavery or servitude, whether adults or children, and we expect our Suppliers to hold their own Suppliers to the same high standards.
• Wellbeing:

  Wellbeing

  Our technology analyses the emotion in a person’s voice so especially post covid we can analyse an employees emotion in their voice over a specific period to see if their mental wellbeing is increasing or decreasing.

Pricing

• Price: £16 a licence a month
• 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

• Modern Slavery statement

  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 simon@awaken.io. Tell them what format you need. It will help if you say what assistive technology you use.