Velaro, Inc.

Velaro Customer Engagement Platform

Velaro provides engagement solutions for Live Chat, Voice, and Messaging that enable brands to connect and unify customer engagements across communication channels to realize omnichannel solutions. Velaro offers Chatbots, Knowledgebase, Ticketing, and Customer Management tools to automate engagements, improve productivity, and extend live agent reach.

Features

• Enterprise grade live synchronous chat at scale
• Ability to support multilple CRM/ERP/eCommerce integrations
• Automated workflow management and agent routing with performance metrics
• Asynchonous messaging (Web Messaging, SMS Texting, WhatsApp, Facebook, Twitter)
• Chatbots with curated conversation paths and natural language understanding
• Knowledgebase to publish articles in a portal; automated with chatbot
• Voice click-to-call and IVR redirect services
• Agent omnichannel console with co-browse
• Customer management with customer data platform and marketing automation
• Real-time and compiled engagement, performance, utilization and audit reports

Benefits

• Proactively invite prospects and customers to engage with your brand
• Utilize a chatbot to automate conversations and extend agent reach
• Convert leads to prospects and convert to sales
• Improve customer satisfaction by providing alternative channels to engage
• Reach customers where they are by messaging on social media
• Delight customers with service automation and easy access to agents
• Enable the capture of customer first party data with engagements
• Easily add surveys and forms to capture information and feedback
• Manage live agent availability between live chat and phone engagements
• Provide service even when service representitives are busy; off hours

£225.15 a licence a month

• Education pricing available
• Free trial available

Service documents

• Pricing document

  ODT

• Service definition document

  ODT

• Terms and conditions

  ODT

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 david.garber@velaro.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

489182634259854

Contact

David Garber
+1-800-983-5276 x727
david.garber@velaro.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: No
• System requirements: Latest version of a web browser

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Within one day on weekdays, and by the next business day on weekends, unless a customer service level agreement states otherwise.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: Screen reader technology
• Onsite support: Yes, at extra cost
• Support levels: Level 1: Triage, user assistance, question answering; Level 2: Configuration assistance, complex integration support, bug fixes; Level 3: Software development for feature enhancements or custom implementation; All support levels are included in the overall license package cost, unless a custom service level agreement has been defined with a customer.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: When a user first logs in, a tour guides the user through the major features of the console. Velaro agents are always available to help. Demo videos, online training, a help center, and user documentation are available. Customers can pay for team training and train-the-trainer sessions. Customers can also arrange for a Velaro service agent to configure their account for an additional fee.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: They can download their data, or request a batch extract of their data. Users can also arrange to have a data offloading or data container connected to extract data as it is generated.
• End-of-contract process: Access to the user licenses, platform features, and volume capabilities are included, as well as any other negotiated services, such as training or setup. Not included are features and services that have not been contracted for.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Mobile web chat is an inline chat window in the mobile browser. SMS messaging utilizes the mobile phone text messaging capability. The agent console design is responsive, for operation in tablets and large smartphones.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: The platform has 4 service interfaces for 4 user roles: 1) Chat window for Visitors; 2) Knowledgebase Portal for Visitors; 3) Engagement Console for Agents and 3) Settings Portal for Managers and Administrators. The visitor chat window is WCAG 2.1 AA compliant.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: The web messaging window has been developed and tested using AXE accessibility testing tools and software.
• API: Yes
• What users can and can't do using the API: 2 types: 1) A front-end javascript API for visitor chat window custom implementations, and 2) an API with pre-configured connectors for CRM and ERP systems.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Design of the web messaging window: colors imagery, size, location, behavior, automation. Engagement workflow is highly customizable for data capture surveys, routing automation, tiering, agent group skill management, in-chat engagement data capture, post-chat survey, unavailable survey, chatbot automation, knowledgebase configuration, voice call management, messaging channel integration and automation, customer management, and ticketing configuration; marketing automation campaign configuration. Customization is enabled in the administrator settings portal and can be done by any user with the "Administrator" role assigned.

Scaling

• Independence of resources: Multiple, redundant services are used to provide functionality and can scale up and down on-demand automatically. Large customer are provisioned with their own cloud instance.

Analytics

• Service usage metrics: Yes
• Metrics types: Engagement data and transcripts, Account Utilization, Customer Satisfaction, Queue (average wait time, total demand, conversion ratio), Agent Utilization, Agent Availability, Service Level, Canned Message usage, Missed Chats, Change Log, Call Report, Chatbot Satisfaction and Metrics, Contact Activity, Contact History.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• 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: Other locations
• 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: In-house
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Data can be extracted all at once, or in batches. For large amounts of data, users can request an extract. Integrations with data offloading services, storage containers, and databases can also be configured.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • JSON
  • XML
  • HTML
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • JSON
  • PDF
  • XLS
  • HTML

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection between networks: Encryption
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection within supplier network: Encryption

Availability and resilience

• Guaranteed availability: SLA 99.9% uptime. We've never failed to meet guaranteed levels of availability.
• Approach to resilience: This is available upon request
• Outage reporting: An email alert system is in place to notify customers if this ever happens

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: User role permissions for access to interfaces and channels are provisioned by the Chief Security Officer
• 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 have access to real-time 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: At least 12 months

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: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Chief Security Officer reports to the President. Disaster recovery: full system backup every 15 min. Secure coding practices: Velaro recognizes the Open Web Application Security Project (OWASP) and has implemented coding practices around OWASP standards. Coding practices include input validation, data sanitizing, source code audits, and penetration testing.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Features and functions are identified, prioritized, and tracked using issue and project tracking software. The agile software development process is followed, changes are released in a recurring SDLC process. A security analysis is performed during the QA phase of each cycle.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Systems are constantly monitored for denial of service and other threats. Analysis tools are used to monitor the system. Patches can be deployed as soon as they are available at any time.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Tools are used to monitor the system for potential compromise and are in place 24/7. The source of the compromise is analyzed, and decisions are made for the required resolution. Incidents are responded to immediately.
• Incident management type: Supplier-defined controls
• Incident management approach: Ticketing software is used to track user issues and support incidents. Users can send an email, call, or chat with us to report incidents. Each user can access a report of their common incidents.

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

• Equal opportunity:

  Equal opportunity

  Velaro is an equal opportunity employer

Pricing

• Price: £225.15 a licence a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: All features are included, 2-week trial, extendable.

Service documents

• Pricing document

  ODT

• Service definition document

  ODT

• Terms and conditions

  ODT

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 david.garber@velaro.com. Tell them what format you need. It will help if you say what assistive technology you use.