Digital Space Cloud Services Limited

Digital Space Amazon Connect Cloud Contact Centre

Flexible, cost effective cloud based Contact Centre suited to the public sector bringing together an omni-channel experience along with the ability to integrate with other Digital Space solutions such as Automated Answer, Softphone, Wallboard, Webchat and Autodialler.

Features

• Scaleable reliable, secure Cloud based contact centre solution
• Instant answering of incoming calls & chats 24/7 x 365
• Integrates with your existing solutions and infrastructure
• Scales with demand no need to provision additional telephone lines
• Use GenAI to support agents and respond to questions automatically
• Integrated call recording, voice to text, sentiment analysis
• Quick to implement using an Agile approach
• Evergreen software
• Modular extendable solution to enhance your contact centre

Benefits

• No infrastructure, lines or SIP trunks to install or maintain
• Software-based configuration makes it easy to make changes
• Ability to use multiple brands of headset
• Visibility and insight into what customers are asking
• Support agents with a configurable enhanced softphone
• Digital Space support in addition to standard AWS support
• Enhance your IVR and customer experience
• Leverages Gen AI (Amazon Q) to support agents
• Integrates into 3rd party systems

£2.50 a user a month

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

Framework

G-Cloud 14

Service ID

510497565738269

Contact

Gary Beddow
0333 220 0222
frameworks@digitalspace.co.uk

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: Integrates with Digital Space Automated Dialler and Digital Space Answer
• Cloud deployment model: Public cloud
• Service constraints: Requires a Firefox or Chrome web browser
• System requirements: Digital Space software, accessed via computer with an internet connection

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Initial response is based on the priority of the request:; Critical: 10 minutes; High: 30 minutes; Medium: 30 minutes; Low: 1 day; Working hours in each case.; Further details on response and resolution times are provided in the Service Definition for our Digital Space AWS Managed Support Service
• 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: Second and third line support is included in the price of the proposal. Telephone Support, Email/Ticket Support (24/7 web-based support call logging), Remote Access Support and On-site Support. Standard support includes: Perpetual bug-fixes, Software updates to support all legislative changes.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Digital Space has a defined on-boarding process where we work with customers define the questions they would like the system to answer, how the customer may ask for the information and the approved response to be spoken. We work through this process using a tested information capture mechanism.
• Service documentation: Yes
• Documentation formats:
  • ODF
  • PDF
• End-of-contract data extraction: Data can be extracted for the customer upon request to Digital Space. All data will be delivered in it's raw format via electronic means. Upon completion of the contract retained data will be charged for at our standard rates.
• End-of-contract process: Upon receiving notification of termination of contract your account will be closed and all service provision will cease. Your Digital Space data will be available for 30 days from the date of termination and can be exported from the Digital Space system in standard CSV files by the customer using standard data management tools. The data can be securely downloaded and, if necessary, Digital Space can perform intermediary services to extract the data in a specific CSV format at an additional cost (which will vary according to the volume and complexity of the data itself).

Using the service

• Web browser interface: Yes
• Supported browsers: Chrome
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The service allows customers to interact with public sector organisations using the phone. Staff use a web based soft phone to answer calls and control the conversation. Additional features can include Wallboar both personal and group. Webchat features on the softphone and other features to improve the Agents experience re show a job number captured via a automated question or show list of previously asked questions via automated questions or automated authentication. This will depend on the level of service procured.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: None
• API: No
• Customisation available: Yes
• Description of customisation: The Digital Space solution is customisable to the needs of the customer. A number of admin configuration options are available. In addition Digital Space consultancy services can assist in achieving a close to like for like migration from your previous solution and in adddition improve on previous solutions. Systems such that customer details are pulled from your CRM for display to the agent. This customisation is performed by Digital Space after agreement and approval from the customer.

Scaling

• Independence of resources: Customer environments are logically segregated to prevent users and customers from accessing resources not assigned to them. We work closely with AWS and monitor continuously to ensure that all customers receive the resources required for their service to run without impediment from others.

Analytics

• Service usage metrics: Yes
• Metrics types: Metrics are provided as to how the system is operating over time. This includes the number of calls received and processed along with the number passed to an operator. In addition metrics on the popularity of subject matters are identified for useful intelligence.
• Reporting types:
  • Real-time dashboards
  • Regular reports

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Amazon Web Services (AWS)

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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
• 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:
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: We use encryption with keys located and secured within the UK to ensure that data can only be accessed by users within the customer's account which Digital Space are in full control.
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• 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: User can export their data via a support desk request ticket.
• Data export formats:
  • CSV
  • Other
• Other data export formats: JSON
• 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: AWS will use commercially reasonable efforts to make Amazon Connect available with a Monthly Uptime Percentage of at least 99.99% (the “Service Commitment”). In the event Amazon Connect does not meet the Service Commitment, customers will be eligible to receive a Service Credit as described below: https://aws.amazon.com/connect/sla/
• Approach to resilience: This service is built using AWS best practices and distributes the workload across three physically separate data centres in the London region. This means that the service would still run, even if a whole data centre were to be lost. We can provide further disaster recovery capability if required
• Outage reporting: The service is monitored by ourselves and any outage reported directly to a point of contact within the users organisation

Identity and authentication

• User authentication needed: No
• Access restrictions in management interfaces and support channels: Roles may be defined against individual users allowing them access to functions and data held within the platform. The user’s profile will restrict access to data which is provided as part of a report removing any backdoor access to restricted data.
• Access restriction testing frequency: At least once a year
• Management access authentication: 2-factor authentication

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 have access to real-time 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: Yes
• Who accredited the ISO/IEC 27001: Alcumus Isoqar Limited
• ISO/IEC 27001 accreditation date: 05/01/2024
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications: ISO27017 Cloud security

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: Digital Space hold ISO 9001: Quality Management Standard.
• Information security policies and processes: Digital Space are ISO27001 accredited and have internal processes that adhere. Digital Space implement an ITILv3 approach to support delivery that integrates with our security processes. Salesforce's Information Security Management System and information security policies are based on ISO27002 best practices and ISO27001 certified. Salesforce maintain details of security processes at https://trust.salesforce.com/en/security/

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: Digital Space will maintain a change log of environmental controls and operate releases through our release manager.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Multiple tiers of vulnerability management. The Product Security team ensures the security of the system, consults with R&D teams and partners, and protects customer data. Cloud Security experts specialise in security research and innovative tool development. A ‘Rapid response’ team reacts to emerging threats as the last line of defence.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Records all login attempts: originating IP address, time and success/fail against each user account. Information can be extracted for analysis against organisational policies. Configurable settings: enforce logins from an approved IP range and/or at certain times of day, maximum session length and automatic account locking after x failed login attempts.
• 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: Standard incident management ensures that all recorded incidents are triaged and routed to the appropriate resolver groups and, where necessary, escalated. In specific cases it may be necessary to escalate incidents directly to the provider. We have a standard hand off process to ensure that end-to-end communication is maintained.

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
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  We use 100% renewable electricity, monitor and publish our carbon emissions annually, and beat our 2030 carbon reduction target 8 years ahead of schedule. We are making good progress against our 2035 net zero target and are in the top 6% of companies assessed yearly by Ecovadis. We use virtualisation technologies to improve consolidation of workloads and utilisation in our data centres and then use a combination of building management systems, free-air cooling, cold aisle containment and battery storage to maintain high Power Usage Effectiveness (PUE).; ; We enable our customers to reduce their emissions through use of our private and public Cloud services which are typically 80% more energy and carbon efficient than on-premises systems. Our SD-WAN services enable re-use of networking hardware and we provide recycling and re-use of laptops through our partners.

  Tackling economic inequality

  Digital Space is tackling economic inequality primarily by recruiting Apprentices. Digital Space has a programme in place to source local apprenticeship talent for several of our first line roles. These apprentices are then developed into the business. Key areas of focus for the scheme are our Network Operation Centre and Helpdesk 1st lines, Customer Services and Sales. We will also look to take Product Managers, HR and Administration/Finance apprentices on an ad hoc basis. Our apprenticeship programme works with local schools but also partners with specialised external companies to ensure we get the right talent for the future talent pool of our business. ; ; More generally, Digital Space creates employment for approximately 200 positions in the company head office and warehousing facilities in Newark, with the remaining 150 roles located across all regions of the United Kingdom.; We support home and flexible working, offer salary sacrifice for childcare vouchers, and all staff have the opportunity to opt into private health and dental care schemes. In addition, an Employee Assistance Programme is provided free of charge. ; Each year, the team at Digital Space chooses a charity to support and raise money for through numerous fundraising activities and initiatives.

  Equal opportunity

  Digital Space addresses equal opportunity by ensuring that everyone is treated with dignity and respect at work. We enforce and regularly review a number of HR policies, ensuring that all employees are treated as individuals, fairly and without bias, including through recruitment, training, promotion and career development and our values or “ways of working” reflect that. The company aims to create a workplace where employees are confident of fair treatment, have access to opportunities and where the company has a mechanism for solving any problems that occur.; ; Digital Space supports the Equality Act 2010, where “equal opportunities” upholds the idea that all employees should be entitled to and have access to all of Digital Space’s facilities at every stage of employment, including the pre-employment phase.; That means every employee at Digital Space should have:; • An equal chance to apply and be selected for posts pre-employment; • An equal chance to be trained, developed, and promoted whilst employed with the company; • An equal chance to have their employment terminated equally and fairly; Employees have the right to:; • Fair practices and behaviour in the workplace; • Fair allocations of workload; • A workplace that is free from unlawful discrimination, harassment or bullying; • Merit based selection process for recruitment and promotion; • Fair processes to deal with work-related complaints and grievances; ; We scored 71% on the government's Modern Slavery Assessment Tool and require all staff to complete regular training on diversity and inclusion issues.

  Wellbeing

  Digital Space provides a number of facilities for its staff to encourage a healthy work environment. Employees at Digital Space benefit from discounted physiotherapy sessions, the bike to work Government scheme and a range of discounts on products and services, including gym membership. The company offers a free corporate healthcare cash plan – Medicare benefits include cashback on prescriptions, consultations, diagnostic tests, scans, and complementary/alternative therapies. This also includes a 24/7 health and stress-related helpline service in order to assist with better mental health.; ; The company's objectives are to promote the health and wellbeing of all colleagues and to provide a safe working environment. This is evident in the investment made in the Newark office refurbishment, creating an agile workspace including several standing workstations to help prevent health conditions arising from prolonged sitting, along with new ergonomically designed chairs with body balance mechanisms.; ; We encourage and invest in our staff's ongoing career development, recommending and supporting training and further education across all teams and disciplines. We also work to encourage information sharing including regular 'all hands' meetings, weekly video presentations and the OfficeVibe survey tool which asks all employees to answer a number of questions about how they feel they're being treated and how this could be improved on a weekly basis.

Pricing

• Price: £2.50 a user a month
• Discount for educational organisations: No
• 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

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