IRIS CLARITY LIMITED

IRIS Clarity

IRIS Clarity is an AI-powered software that removes distracting background noise from contact centre calls, online meetings and other voice communication streams such as multi channel radios. Available as a desktop app or embedded SDK, IRIS Clarity is bi-directional, runs with near zero latency and incredibly low CPU.

Features

• AI-powered voice isolation
• Real-time and bi-directional background noise removal
• Noise removal from pre-recorded audio files
• Widely compatible software (macOS, Windows, VoIP, server, video conferencing tools)
• Zero latency
• Low CPU usage

Benefits

• Clearer VoIP and online conversations on both sides
• Clearer recorded audio for use in broadcasts and podcasts
• Better quality speech data analytics, speech-to-text translations, and security compliance
• Democratised access to peak-performance software
• Improved customer and employee satisfaction
• Accessibility for hearing-impaired
• Enhanced focus and productivity
• Increased professionalism in shared office spaces, at home, or on-the-go
• Increased control in uncontrollable environments
• Easy to deploy and designed for scale

£3.90 to £6.50 a user a month

• Education pricing available
• Free trial available

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

Framework

G-Cloud 14

Service ID

469719255860422

Contact

IRIS Marketing Team
07964173457
info@shapedbyiris.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: It can be used with any existing VoIP, video call and telephony applications
• Cloud deployment model: Hybrid cloud
• Service constraints: No
• System requirements:
  • Minimum 1.3 GHz processor
  • Windows 10, Windows 11, and above
  • MacOS 11 (Big Sur) and above

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We provide support via web chat and email for any issues. Support is available 9 to 5 (UK time), Monday to Friday. We aim to respond within a reasonable time. We don't provide email or online support at weekends or out of office hours.
• User can manage status and priority of support tickets: No
• Phone support: No
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Users can write messages in a text box and view replies.
• Web chat accessibility testing: None yet
• Onsite support: Yes, at extra cost
• Support levels: We provide support via web chat and email for any issues. Support is available 9 to 5 (UK time), Monday to Friday. We aim to respond within a reasonable time. Enterprise level accounts will be assigned a named; account manager who will be your primary contact for all service-related matters. For technical queries, your account manager will liaise with the engineering team. The above support is included in the cost.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: We set up users with trials and send user documentation including instructions on how to download our software and links to FAQs. We can also provide one-to-one support via telephone or online (via Google Meet, Zoom etc) if additional assistance is needed. Our website offers a live chat option. If we supply to an organisation with multiple users, we can provide training to key individuals within the organisation via live webinars so they can then help setup, train and support other users.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: We will provide access to a repository which can be downloaded.
• End-of-contract process: The contract will state the number of megabytes per month that can be processed within the terms of the contract. Any additional megabytes will incur additional costs.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Linux or Unix
  • MacOS
  • Windows
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: WCAG 2.1 A
• Description of service interface: Our Analytics service can be accessed through a browser interface. This allows users to upload files to be processed with IRIS Clarity technology. Users access the service through a secure account with IRIS Clarity Ltd.
• Accessibility standards: WCAG 2.1 A
• Accessibility testing: We've used screen readers to ensure those with limited sight can effectively use the platform.
• API: No
• Customisation available: No

Scaling

• Independence of resources: Our service uses alarms on resources which trigger additional server capacity when certain thresholds are met. This is standard autoscaling behaviour.

Analytics

• Service usage metrics: Yes
• Metrics types: IRIS Clarity: We can provide usage statistics for a user, a group of users or a team detailing the session usage in a given time period. ; IRIS Clarity Analytics: We can provide usage statistics for a user, a group of users or a team detailing the number of files processed in a given time period.
• Reporting types:
  • Real-time dashboards
  • Reports on request

Resellers

• Supplier type: Not a reseller

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
  • European Economic Area (EEA)
• User control over data storage and processing locations: No
• 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 Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest: Physical access control, complying with SSAE-16 / ISAE 3402
• Data sanitisation process: Yes
• Data sanitisation type: 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: File a request through customer support. Internal download of users data in a CSV file that is then passed on to the user.
• Data export formats: CSV
• 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: Guaranteed Uptime: 99.9% Issues related to mission-critical bugs: Will be acknowledged within 1 hour*.; Will be triaged within 4 hours*. Can be escalated if unresolved after 24 hours*. * from start of normal business hours, Mon - Fri: 10am - 5pm. ; All other issues: Will be acknowledged within 5 business days. Will; be accepted or declined within 30 days. Can be tracked on the company's support or development backlog.; If IRIS cannot meet the availability outlined in this SLA (for reasons for which it is responsible), IRIS will provide a credit note towards the due payment for every full hour of un-availability.
• Approach to resilience: Information available on request
• Outage reporting: We have cloud monitoring in place which alerts us if an outage has occurred. Our alerts are received both by SMS and email.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Users are assigned roles within their team. Owner, Admin, User. Each role type is limited to specific areas of each product. For example, all billing information is limited to the Team Owner. Team Management is limited to Owner and Admins. Control of user roles is limited to the Owner and Admins, who can assign roles to anyone who has joined the team.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: 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: At least 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: 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: EY Certify Point
• ISO/IEC 27001 accreditation date: 03/05/2021
• What the ISO/IEC 27001 doesn’t cover: Credit card payments, which are covered by PCI DSS compliance. It doesn't certify the applications that are running, just the infrastructure and data centre that is hosting our application.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Stripe Inc
• PCI DSS accreditation date: 02/05/2024
• What the PCI DSS doesn’t cover: Anything outside of credit card payments
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

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 SIG PCI DSS
• Information security policies and processes: Our Information security policy sets out our approach to a range of controls across the entire business.; These include: Human resources - candidate screening and references, employee contracts including confidentiality and access control processes on commencement and termination of contracts. ; Security Education - training given to all employees on applying information security controls ; Information Privacy - policies and processes relating to data classification and handling ; Asset management - policies and practices relating to asset configuration, logging, device management controls, inventory management; and application management ; Access Management - controls relating to business applications and systems including privilege assignment and multi-factor authentication Electronic communications - policies relating to acceptable use, password creation and management, VoIP networks and telephony. ; System management - network and server configuration policies, firewall rules and configurations, system hardening ; Cryptography - policies and practices relating to how information is encrypted both in transit and at rest ; Vulnerability assessment - practices relating to intrusion detection and malicious activity scanning

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 request - Someone requests a change and includes notes on possible risks, expected implementation, and affected systems. ; Change request review - A change manager or peer reviewer; reviews the initial change request. ; Change plan - The team documents expected outcomes, resources,; timeline, testing requirements and ways to roll back the change if needed. Change approval -The appropriate change manager, peer reviewer, or CAB reviews and approves the change. ; Change implementation -The team ships the change, documenting procedures and results. ; Change closure - When appropriate, the change manager reviews and closes the change and reports on it.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We use Cloudflare Intrusion Detection System to continuously scan for and identify malicious activity.; After vulnerabilities are identified, they are evaluated so the risks posed by them are dealt with appropriately. Risk ratings and vulnerability scores are assessed to ascertain the appropriate course of actions. The next step is prioritizing how to treat that vulnerability. This can include fixing or patching a vulnerability so it can’t be exploited, lessening the likelihood and/or impact of a vulnerability being exploited, or taking no action if low risk. We export and visualise vulnerability scan data with a variety of; customisable reports and dashboards.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Key security-related events (system crashes, unsuccessful login attempts of authorised users, and unsuccessful changes to access privileges) are continuously logged and evaluated. The activities of individuals running business applications, systems and networks which are being used to deliver our services or goods are continuously logged, enabling monitoring and auditing as required. Servers are subject to standard security management practices, which include monitoring them so that events such as hardware failure and attacks against them can be detected and responded to quickly and effectively.
• Incident management type: Supplier-defined controls
• Incident management approach: Our incident management process is set out in our Data breach policy. This details how to identify an incident, how to report it (including internally, to stakeholders and to the ICO if necessary), how to contain it and how to recover from it. Post recovery, evaluation and response is also included.

Secure development

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

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Equal opportunity
  • Wellbeing

  Equal opportunity

  IRIS Clarity democratises hybrid working. As we emerge from post-pandemic life, with high network costs and travel costs skyrocketing, it is much more common for employees to be working from environments outside of their office. This has highlighted the disparity in employees’ remote working spaces. A significant number of people will be remote-working from small flats with large, multi-generational families, while others work from dedicated home office spaces, with stable wifi and minimal background disruption. While the former individuals face different challenges and struggle to establish a sense of professionalism and focus, IRIS Clarity caters to everyone. By democratising access to peak performance software via a simple app and online dashboard, we empower employees and entrepreneurs of all kinds to do their best work with confidence; from the remote contractor to the high-flying CEO, the NASCAR broadcaster to the air traffic controller, the neurodivergent to the hearing-impaired.

  Wellbeing

  Using patented technology scientifically-proven to stimulate the brain and create Active Listening, IRIS Clarity improves focus, engagement, and wellbeing in the workplace — bringing control to otherwise; uncontrollable environments. With the rapid shift to virtual and hybrid working, use of online conferencing platforms has exponentially increased, and more creators are recording content from their homes, which are not fit-for-purpose. One of the main complaints is background noise which breaks the flow of conversation, leading to unproductive meetings and sloppy audio. IRIS Clarity solves this. The simple desktop application immediately gives employees an edge of professionalism irrespective of their environment, while the post-production tool offers better quality content that hones in on what matters most: the human voice. A huge impact of background disruptions is longer call times with fewer successful outcomes due to repetition and misunderstandings. The result is severe employee burnout and staff churn, particularly in the sales and customer call centre industries. IRIS Clarity addresses this by transforming the quality of communications and improving the employee and customer experience. This improves mental health and wellbeing by helping employees find their flow state, reducing brain fatigue, and helping businesses increase ROI.

Pricing

• Price: £3.90 to £6.50 a user a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: IRIS Clarity - Free trial with full access for 7 days. Purchase required at trial end. IRIS Clarity Analytics - Free; trial with full access up to a limited amount of usage. Purchase required at trial end.
• Link to free trial: https://iris.audio/call-centres

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