WIPRO HOLDINGS (UK) LIMITED

Wipro HOLMES - Avaamo Chatbot Platform

Avaamo Platform is built to automate every conversation a user can have with the enterprise.It can be built once and deployed anywhere, across channels. It supports around 150+ integrations across ITSM, ERP and other systems. It will provide a seamless personalized customer experience.

Features

• Enterprise-grade security, entitlements, and scalability including GDPR
• Speech processing
• Sentiment analysis and personalisation
• Real-time insights on bot performance – Handled and unhandled queries
• Multi-lingual capabilities
• Entity and relationship extraction through Natural Language Understanding
• Conversation simulator at design stage
• Supports Multiple Channel deployment
• Periodic retraining to increase accuracy
• Supports integration across systems such as ITSM, ERP, Knowledge Base

Benefits

• Non-technical designers can create conversational flow for BOTs
• Test and design conversation flow simultaneously
• Build BOT once, deploy over multiple channels
• User-friendly design interface
• Easy integration with multiple channels
• User experience transformation with judgment-driven evaluation and data-driven insights

£200,000 a licence a year

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 publicsector-uki@wipro.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

580127952405193

Contact

Wipro-Public Sector UK
44-7773194424
publicsector-uki@wipro.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: No constraints that will impact on service. Planned maintenance works will not disrupt user experience.
• System requirements: Avaamo BOT licenses - part of Wipro contract

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Response time depends on Service Level Agreements(SLA), but tickets are usually responded to within 1 business day. Support on weekends might be provided for high priority tickets as per SLA.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: No
• Web chat support: No
• Onsite support: Onsite support
• Support levels: L1-L3 support provided over email and phone.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: User manuals will be provided on deployment of Avaamo bots in user environment. Onsite training on the BOT platform will also be provided.
• Service documentation: Yes
• Documentation formats: Other
• Other documentation formats: https://docs.avaamo.com
• End-of-contract data extraction: All user data including conversation transcripts and user information can be exported using the API.
• End-of-contract process: Annual platform subscription cost includes maintenance and support. In the case users want to terminate the contract, all data can be exported (Avaamo does not own any company data) through the API.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: Yes
• Compatible operating systems:
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: No differences in mobile and desktop services - both are touch and type friendly.
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: Yes
• What users can and can't do using the API: End users cannot set up and change the API or the service itself - this will have to be done by the Avaamo team. However users have a wide range of options to customise to the BOTs built using the platform such as channel integration and multi-lingual support.
• API documentation: Yes
• API documentation formats: Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Avaamo provides platform to build bots. The Bot UI, hosting and channels of deployment, integration details, conversation flow and training for domain, intents and entities is customisable.

Scaling

• Independence of resources: The Avaamo service is run across multiple-availability zones in each region as well as across various geographies (US, Europe, Asia). This enables us to provide >99.9% uptime and availability as well as ensure quality of service and minimal latency for organizations with employees globally. Data is backed up several times a day using encrypted link and periodically archived.

Analytics

• Service usage metrics: Yes
• Metrics types: Avaamo comes with in-built Analytics and Reporting and provides a prebuilt dashboard on usage (user queries, active session, successful responses, unhandled queries), Live agent intervention, top intents, sentiment, tone and channel usage that enables developers and administrators to act on those KPIs by adding new flows or reclassifying intents
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

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 once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Other
• Other data at rest protection approach: Data encryption using industry standard AES-256 encryption algorithm
• 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: The reporting data can be accessible through API and can be exported in Excel and other data analysis (json) formats from the API.
• 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: Other
• Other protection within supplier network: The communication is encrypted using AES 256 bit encryption and ECDHE_RSA (Elliptic Curve Diffie Hellman Key Exchange with support for perfect forward secrecy (PFS)) as the key exchange mechanism. Avaamo services are run on hardened Linux VM’s. Data storage and processing are performed on servers that cannot be accessed from the internet. We also utilize technologies like certificate pinning to control client access to all production machines. All production machines are audited periodically as well.

Availability and resilience

• Guaranteed availability: Greater than 99.9% uptime and availability as the service is run across multiple geographies.
• Approach to resilience: Avaamo services are run on hardened Linux VM’s. Data storage and processing are performed on servers that cannot be accessed from the internet. We also utilize technologies like certificate pinning to control client access to all production machines. All production machines are audited periodically as well.
• Outage reporting: Users are notified of outages/planned upgrades through email.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: 1. Chatbots built on Avaamo platform can leverage AD/LDAP based authentication for employee access and authorization. Further, users profiles can selectively synced from LDAP and can be validated using One-Time-PINs (OTP) or some other acceptable form (e.g. multisteps authentication).; 2. Avaamo dashboard has multiple level of security and access that enables users to edit users, edit chatbots, and access runtime analytics. A single role can sometimes span multiple functional areas (e.g. bot designer role has access to NLP, Training, KM, etc.). ; 3. Chatbots built on Avaamo platform can use delegated trust model to work with internal authentication mechanisms.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor 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 have access to real-time 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: UKAS Management Systems
• ISO/IEC 27001 accreditation date: 16/09/2020
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: N/A
• PCI DSS accreditation date: N/A
• What the PCI DSS doesn’t cover: N/A
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • HIPAA
  • GDPR
  • SOC-2/SOC-3
  • CSA Star
  • ISO 27001
  • NIST

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: We have adopted the implementation of ISO27001 based Information Security Management System (ISMS) as the baseline for all Customers. ; Customer specified security requirements that are over and above Wipro’s information security practices coexist as additional controls to provide a highly controlled environment for processing Customer information or managing information processing systems.

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: Avaamo has detailed Configuration and Change management process that are available on request. All servers and infrastructure are monitored and regularly backed up (almost all on a daily basis). Changes to source code are managed on Bitbucket, including planned upgrades, maintenance, patches, bug fixes and more. Continuous integration is in place to ensure that development changes have not broken the current build. Commits to the codebase trigger a run of the suite of unit tests. There is also periodic vulnerability scanning on the production system to ensure all changes are approved and secure.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Avaamo routinely runs internal and external vulnerability scans and penetration tests and work with third-party firms for in-depth security reviews. Avaamo’s infrastructure is already certified for PCI DSS Level 1, HIPAA, ISO 27001, SOC 2/3 and more. Avaamo also utilizes several third party partners to perform various certifications ranging from penetration testing, mobile vulnerability testing, MITM attack tests, Dynamic Application Security Testing (DAST), Static application security testing (SAST).
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Avaamo has a proactive approach to preventative and protective monitoring processes. We undertake periodic review of: the entire user identity, provisioning, & access rights life-cycle, critical system resources for ensuring the applicable hardening standards are in fact being applied as required, entire Avaamo security architecture for ensuring a layered, Defense in Depth approach is being utilized, with a structured schedule for automated internal and external scans to be performed, along with network layer and application layer penetration tests. ; ; An in-depth contingency plan (available on request) is in place to be able to respond to moderate incidents within 24 hours.
• 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: Wipro’s Information Security Incident Management Policy/Process is published for centralized reporting, managing and escalating logical and physical security incidents/violations by Employees, Contractors, Trainees, and Clients working in Wipro premises. Established and matured internal teams carry out investigations including forensic analysis and incident closure. A communication and escalation matrix is documented to report security breaches. The stakeholders are informed and notified at the event of a security breach. In line with contractual commitments and local regulatory requirements (as applicable), Customers are notified of any incident related to breach/loss of data by Delivery Heads in Business Units.

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

  Our carbon inventory and reduction plans are as per ISO14064. The Net Zero Emissions Coalition is a group of leading companies committed to achieving net zero carbon emissions by 2050. The coalition has a 5-year plan to transition to net zero through business transformation, collective action and enabling systems change. Wipro is a part of this coalition and will engage with a wide set of stakeholders, create deliverables, and prioritize efforts to generate the maximum impact on reducing emission levels. Every asset created by the initiative will be open source and free to use. Wipro commits to contribute to planetary net zero emissions goals by reducing its own emissions to net-zero by 2040. Wipro has partnered with Science Based Targets initiative (SBTi) to identify near term and long-term targets. Wipro campus buildings are designed in alignment with green building standards. More than 40% of the electricity we consume is from renewable energy and the water we consume is recycled. We are focused on key climate change goals, including carbon mitigation, energy efficiency, participative water management, campus biodiversity, and environmental profit and loss valuation, within and outside Wipro’s ecosystem. 575,000 tons of GHG prevented from entering the atmosphere over the past 5 years by increasing energy efficiency and renewable energy procurement. 4.2 million tons of carbon emission reduced through renewable energy made in our facilities. 41% of our electricity comes from renewable energy. 13,000 tons of carbon emission eliminated over the past 3 years through alternate travel options and optimization. 5.4 million kilometers in daily commutes transitioned away from fossil fuel vehicles through the Electric Vehicle 100 Initiative. 171 million gallons of water saved through our water efficiency programs. 41% of our water is recycled. 22.7 million kilometers of employee travel reduced through carpooling initiatives.
• Covid-19 recovery:

  Covid-19 recovery

  We have committed $155M towards tackling Covid-19 pandemic. We have endeavoured to ensure minimal or zero loss of jobs and livelihoods of our suppliers and vendors who provide a range of contract services like housekeeping, security, etc. We have also enabled Work from Home, provided desktops and reimbursements for computer accessories, provided additional leave to our COVID-positive staff, facilitated isolation centres and organized vaccination camps for employees. We have collaborated with CSOs and the government to aid frontline workers and support underserved communities. Our comprehensive, on-the-ground response includes immediate humanitarian aid such as providing food and basic hygiene products, augmenting healthcare capacity and supporting livelihood regeneration initiatives in in 27 states and 3 UTs in India. We have ensured safety and comfort to our employees and their families by providing Financial Cover, Medical Support, Leave Cover and Vaccination support. We identified vulnerable communities such as daily wage earners, migrant workers, and waste pickers, especially those who do not have access to social security or government schemes/systems. Serving 594 million meals during the nation-wide lockdown — reached millions of people across 27 states and 3 union territories. Loss of livelihood has stranded many migrant workers and returnees. We provided support for the regeneration of livelihood for an additional 8.3 million people.
• Equal opportunity:

  Equal opportunity

  Wipro is present across 65+ countries represented by over 2,40,000 employees with diverse backgrounds, ethnicities, nationalities, and points of view. Wipro is firmly committed to the policy of providing and promoting equal employment opportunity(EEO) for all of its employees and comply with all state and local laws and regulations that prohibit employment discrimination on the basis of age, race, creed, colour, gender, marital, status, national origin, religion, disability, sexual orientation, gender identity, gender expression, protected veteran status and any other characteristic protected by applicable federal, state or local laws or regulations. Wipro has developed a written Affirmative Action Program, which sets forth the policies, practices, and procedures, which the company is committed to applying in order to ensure that its policy of non-discrimination and affirmative action for minorities, women, qualified individuals with disabilities and qualified protected veterans is accomplished. Wipro has also appointed an EEO officer to ensure dissemination and implementation of equal employment opportunity and affirmative action throughout all levels of the company. We continually strive to provide our employees with competitive and innovative compensation packages. Our benefits program provides a range of options for better financial and social security. Wipro has been included in 2021 Bloomberg Gender-Equality Index (GEI). Wipro has received a rating of 95 in the Corporate Equality Index 2021, by the Human Rights Campaign Foundation. Wipro has been recognized as ‘Disability Confident Committed Employer’ in the UK. This is a government certification in the UK for making sustained efforts to strengthen disability inclusion. Recognized as one of the Best Places to Work for LGBTQ+ Equality by the Human Rights Campaign Corporate Equality Index 2022. Wipro SEF(Science Education Fellowship) program in the UK improves STEM education by developing strong leadership and instruction skills in teachers serving disadvantages communities, especially in geographies with low social mobility.

Pricing

• Price: £200,000 a licence a year
• Discount for educational organisations: No
• Free trial available: No

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 publicsector-uki@wipro.com. Tell them what format you need. It will help if you say what assistive technology you use.