Vocala Ltd.

Voice and chatbot products and services including Amazon Alexa and Amazon Lex

Providing conversational interfaces into any application using voice and text. This includes Voice and chatbot services for use on both voice-enabled devices such as Amazon Alexa and Google Home and on web through services such as Amazon Lex. Our solutions integrate Digital Assistants with back-office or third-party systems.

Features

• Voice engagement
• Interactive experiences
• Audio content management
• Custom development of voice application(s)
• Strategic consultancy, planning and requirements gathering
• Real time reporting
• Conversational interface

Benefits

• Manage voice experiences
• Create voice application
• Manage audio content within voice applications
• Report on voice interaction and statistics
• Provide operational efficiencies
• Provide deep business intelligence and insights
• Provide enhanced user experiences

£80.00 to £140.00 a unit an hour

• Education pricing 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 rob@vocala.co. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

582725692366607

Contact

Rob Stanbridge
07977157435
rob@vocala.co

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: None
• System requirements: Internet connectivity

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: 2 hours Mon - Fri
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), 7 days a week
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AAA
• Web chat accessibility testing: None
• Onsite support: Yes, at extra cost
• Support levels: We provide access to technical account manager
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Commencing in the kick-off phase, we will work closely with the client to understand the best solution for the product or service we are developing.
• Service documentation: No
• End-of-contract data extraction: We provide full data exports to clients.
• End-of-contract process: We provide a reconciliation budget and end of project debrief and report.

Using the service

• Web browser interface: No
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: WCAG 2.1 AAA
• API: No
• Customisation available: Yes
• Description of customisation: Bespoke development

Scaling

• Independence of resources: We work with AWS to provide your own servers that will be built to meet the demand of your product.

Analytics

• Service usage metrics: Yes
• Metrics types: Data analytics to include data usage, retention and campaign information. Dependant on the service and product we can customise data measurement.
• 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:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: Less than once a year
• Penetration testing approach: In-house
• Protecting data at rest: Physical access control, complying with another standard
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Depending on the service. We provide a variety of data options.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: Other
• Other protection between networks: Customers environments are segregated.
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Due the Alexa product being based on consumer platforms availability can't be guaranteed, however, it has been shown over the last few years to be highly available
• Approach to resilience: Our service and product is built using AWS best practices.
• 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: Username and password with two-step verification if required.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Username or password

Audit information for users

• Access to user activity audit information: You control when users can access audit information
• How long user audit data is stored for: Between 6 months and 12 months
• Access to supplier activity audit information: You control when users can access audit information
• How long supplier audit data is stored for: Between 6 months and 12 months
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: We follow ISO27001 standards - although we are not certified.
• Information security policies and processes: We have internal processes that support our approach to security and details and best practises are listed in our handbooks.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We maintain a change log of environmental controls and operate releases through our release manager.
• Vulnerability management type: Supplier-defined controls
• 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.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We record all login attempts
• Incident management type: Supplier-defined controls
• Incident management approach: Standard incident management

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

• Fighting climate change:

  Fighting climate change

  Voice applications and interactivity can reduce processing power of computing.
• Covid-19 recovery:

  Covid-19 recovery

  Voice interactivity can help user in the home to access information and reduce face to face contact.
• Tackling economic inequality:

  Tackling economic inequality

  Voice is a new sector and investment into voice applications and products will support business creation and growth,
• Equal opportunity:

  Equal opportunity

  Voice applications support visually impaired and senior members of society who cannot easily use screen based technology.
• Wellbeing:

  Wellbeing

  Voice applications can combat loneliness and support with health and wellbeing activity through personalised guided activities.

Pricing

• Price: £80.00 to £140.00 a unit an hour
• Discount for educational organisations: Yes
• 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 rob@vocala.co. Tell them what format you need. It will help if you say what assistive technology you use.