Inform Communications Ltd

Inform 360 A.I. enabled Communications Services

Artificially Intelligent, NLP services designed specifically for local, central government and public sector. Seamless, omni-channel continuity across telephony, IVR, voice, email, mobile apps, SMS, chatbots, virtual agents, live chat social-media Alexa/Google Home for enhanced customer service. Integration with client systems. Inform can build and manage services or clients can self-manage.

Features

• Seamless continuity across Telephony, SMS, mobile-apps, webchat, social media, Alexa.
• Bespoke services created from proven process maps and scripts
• All production elements including voicing, editing and programming by Inform
• Customer voice files/chats transcribed and transmitted in compatible formats
• Comprehensive reporting and analytics dashboard tracks usage and performance
• Integration with front and back office systems
• SMS with embedded urls used throughout IVR to promote channel-shift
• ASR, NLP and CLI recognition to enhance customer experience
• Chatbots feature Artificial Intelligence, Machine Learning and Natural Language Processing
• 24/7/365 fully hosted and managed or self-managed services

Benefits

• Seamless continuity across Telephony, SMS, mobile-apps, chatbot, social-media, Alexa channels
• Bespoke services built in 4-6 weeks
• Services typically resolve 50% of enquiries without live agent assistance
• Fully hosted service works seamlessly with existing infrastructure
• Releases FTE's from simple, repetitive tasks with associated savings
• Actively promotes and enables channel-shift from telephone and email
• Increases capacity within contact centre without increasing headcount
• Provides comprehensive customer service 24/7/365
• Minimal input required from client operational and technical teams
• Proven cost and efficiency savings

£300 a unit 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 sales@plianz.io. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

541146774967590

Contact

Chris Bates
01344 595800
sales@plianz.io

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: Seamless continuity / integration with Telephony, Social Media (Facebook Messenger, Twitter, WhatsApp), Skype, Microsoft Teams, Slack, SMS, Email, Smart Devices (Alexa, Google Home), Live Chat, CRM's and back office systems (Firmstep, Northgate, Dynamics and more)
• Cloud deployment model: Private cloud
• Service constraints: Occasional planned maintenance. This is always carried out during off-peak periods with a minimum of 1 week's notice. ; Access to the services is dependent upon:; Telephone and SMS services: Third party mobile and fixed line network availability.; Mobile App, email, chatbot and social media services: Third party internet availability
• System requirements:
  • Chatbots, email Alexa/Google Home require Internet connection
  • Optional API access to client front/back office systems
  • Optional access to clients social media platforms
  • Ability to redirect enquires to the Inform 360 platform
  • Telephony, SMS services require mobile or land line network

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: General client support requirements are responded to within 1 hour Monday to Friday 8am to 5pm excluding bank holidays. Emergency support requests are responded to within 15 minutes 24/7/365
• 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 AAA
• Web chat accessibility testing: None currently but testing is planned with clients for Autumn 2020
• Onsite support: Yes, at extra cost
• Support levels: Our Customer Services and Technical Services Teams provide general customer support from 9am to 5pm Monday to Friday within the standard service charges. Emergency support is available 24/7/365 at no additional cost. Every client has a dedicated account manager. Services are automatically monitored 24/7/365 and the technical and client support teams are alerted in the event of any faults and / or system downtime. Remote training is available by telephone during normal office hours. Bespoke on site training and support is also available.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: After customisation of the services has been completed after full client liaison, the initial service set up is performed by Inform and this includes: Telephone / IVR: Recording, editing and publishing of all voice files (these can also be supplied by the client if required); Mobile web, Email, chatbot and social media services: creation of bespoke front end interfaces.; Programming of all software systems.; Interrogation of and integration with client front and back end services via API and / or file access.; Building of bespoke data collection, transcription and transmission services. ; Because all creation and maintenance of the services are performed by Inform's Customer Service and Technical Teams, minimal training is required for client operational and technical personnel. Bespoke training notes and sessions are available on request.; Clients can also be given secure administration rights to build, add or change content.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats: Microsoft Word
• End-of-contract data extraction: Clients can specify any data they wish to retain / receive. Inform then removes and deletes all client and customer data from the system on the expiration of the contract.
• End-of-contract process: At the end of the contract all client and customer data is removed from the system and deleted by Inform and the chosen services cannot be accessed by either clients or customers. There are no financial implications associated with ending the contract in accordance with the Terms and Conditions

Using the service

• Web browser interface: No
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Telephone / IVR / voice services can work on mobile, land line and desktop devices with identical functionality.; Chatbot, live chat, social media and email services: full functionality is available on both mobile and desktop devices with the exception of the camera which is not available on desktops. However, desktop devices are able to attach photographs from a library. The user interface is optimised for each mobile device
• Service interface: Yes
• User support accessibility: WCAG 2.1 AAA
• Description of service interface: Telephone and Smart device (Alexa/Google Home) users are greeted and guided through a personalised, automated audio script. Chatbot, Social Media, SMS and email users are greeted and guided via visual prompts, short cut buttons and / or free text.
• Accessibility standards: WCAG 2.1 AAA
• Accessibility testing: Full User Acceptance testing (UAT) carried out by clients; Inform uses Axe Accessibility tools for testing https://www.deque.com/axe/
• API: Yes
• What users can and can't do using the API: Our API sends data from our range of AI enabled telephony and chat channels to our cloud knowledge base / chatbot platform; Further information is available on request
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Telephony and Chatbot service content, links and structure - all services are based on proven, best practice templates and scripts that have been developed over many years and honed by many millions of enquiries. ; Inform's Customer Service Team then works with clients to customise the content and structure to ensure they meet their own unique requirements.; All initial build and ongoing changes are performed by the Inform Customer Service and Technical Teams including a choice of different voices / accents / languages for our telephony and voice services. ; Clients can also be given administration rights to build their own services, add or change content themselves.; Chatbot appearance - window size, name, logo, colour, images etc. can be customised to match client's website.

Scaling

• Independence of resources: UK based dual-site, load balanced Data Centres with ring-fenced resources ensure fully scalable capacity.

Analytics

• Service usage metrics: Yes
• Metrics types: Comprehensive data on inbound and outbound usage across all chosen services / channels is available on the secure on-line portal. This includes real time information on volumes of enquiries, the customer journey through the services and where customers need / choose to transfer to an advisor. The portal also shows those enquiries that have been successfully resolved and those that have not been understood or resolved where Machine Learning is deployed to plug knowledge gaps.; For telephone / IVR services, the duration of calls is also shown. Clients can also access a range of bespoke reports directly from the portal.
• 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 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:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • 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: All customer data collected on the services is exported to the client by Inform in the clients chosen format and encryption in full compliance with GDPR. The data is also available on the client administration portal.; Where required and available, customer data can be loaded directly into client electronic forms.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Pdf
  • Text
  • Json
  • Html
  • Xml
  • Tiff
  • Xls
  • Other bespoke formats available on request
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • HTML
  • Json
  • Pdf
  • Text
  • Xml
  • Tiff
  • Xls
  • Other bespoke formats available on request

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • Bonded fibre optic connections
  • Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: We have a comprehensive SLA guaranteeing 99% availability. Refunds of service charges are based on 1% of monthly service charges for every 30 minutes of service downtime.
• Approach to resilience: We have full UK based dual site resilience. Full details available on request.
• Outage reporting: SMS, email and telephone alerts.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Public key authentication (including by TLS client certificate)
  • Username or password
• Access restrictions in management interfaces and support channels: User name and password
• Access restriction testing frequency: At least once a year
• Management access authentication: 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: User-defined
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Assessment Bureau Ltd
• ISO/IEC 27001 accreditation date: 06/07/2018
• What the ISO/IEC 27001 doesn’t cover: Third party systems covered by their own security protocol
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• 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
• Information security policies and processes: This an extensive, confidential document and is available on request

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: There are comprehensive, confidential implementation / configuration and change management procedures that have been honed over our 30 year history of supplying and maintaining secure managed and hosted services. These are available on request.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: An automated monitoring system tests the service 24/7/365 and alerts users and management via sms and email alerts. Patches / fixes are deployed asap depending upon the nature of the required fix.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: An automated monitoring system tests the service 24/7/365 and alerts management via SMS email alerts. Patches / fixes are deployed asap depending upon the nature of the required fix. ; We are using a Security Information and Event Management (SIEM) product​ ​that​ ​provides​ us​ with a feature-rich SIEM complete with event collection, normalisation and correlation​. We react according to the threat identified and deal with ​the threat asap.
• Incident management type: Supplier-defined controls
• Incident management approach: Clients are informed of planned maintenance events at least one week in advance. ; Users report incidents via our ticketing system and email; Where required, Root Cause Analysis (RCA) reports are provided via email within 5 working days of the event.

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

• Fighting climate change:

  Fighting climate change

  To limit our environmental impact our staff work from home the majority of the time and all staff currently only visit the office once a week. This reduces carbon emissions both in travelling and energy use at the office.; Business travel is minimised with the majority of meetings being held remotely by Microsoft Teams.; Wherever possible we review all suppliers Environmental Policies to ensure they conduct their business in a responsible manner.
• Covid-19 recovery:

  Covid-19 recovery

  We ask all staff to test for Covid 19 if they display any recognised symptoms and if positive, not to attend the office.
• Equal opportunity:

  Equal opportunity

  Key extracts from our Equality Policy are : ( full policy available on request); Inform Communications Ltd is committed to encouraging equality, diversity and inclusion among our workforce, and eliminating unlawful discrimination.; The aim is for our workforce to be truly representative of all sections of society and our customers, and for each employee to feel respected and able to give their best. ; The organisation is also committed against unlawful discrimination of customers or the public.; This policy’s purpose is to:; 1. Provide equality, fairness and respect for all in our employment, whether temporary, part-time or full-time; 2. Not unlawfully discriminate because of the Equality Act 2010 protected characteristics of:; • age; • disability; • gender reassignment; • marriage or civil partnership; • pregnancy and maternity; • race (including colour, nationality, and ethnic or national origin); • religion or belief; • sex; • sexual orientation; ; 3. Oppose and avoid all forms of unlawful discrimination. ; The organisation commits to:; 1. Encourage equality, diversity and inclusion in the workplace; 2. Create a working environment free of bullying, harassment, victimisation and unlawful discrimination.; 3. Take seriously complaints of bullying, harassment, victimisation and unlawful discrimination by fellow employees, customers, suppliers, visitors, the public ; Sexual harassment may amount to both an employment rights matter and a criminal matter. ; 4. Make opportunities for training and development available to all staff.; 5. Make decisions based on merit ; 6. Review employment practices and update them and the policy to take account of changes in the law.; 7. Monitor the make-up of the workforce regarding information such as age, sex, ethnic background, sexual orientation, religion or belief, and disability ; issues.; The equality, diversity and inclusion policy is supported by senior management and has been agreed with trade unions and/or employee representatives

Pricing

• Price: £300 a unit a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: A 1-3 month IVR or chatbot service in one service area with an unlimited number of intents is available as a free trial. Unlimited usage of the IVR and chatbot is included in one channel.

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