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Arum

Omni-channel AI Outbound Contact Design

Arum will assist you to develop "best in class" omni-channel contact whilst ensuring ongoing compliance to regulations. We support omni-channel outbound contact design and implementation including conversational automated messaging and automated voice from a design, technical, strategic, and operational perspective that meet your unique needs.

Features

  • Professional advice to ensure you select the right technology vendors
  • Outbound omni-channel contact design; SMS, Email, Auto voice, Dialler
  • Associated self-service conversational messaging and front-end journeys
  • Use of Artificial Intelligence for optimisation of outbound contact strategies
  • Use of varying tonality, content, timing, channel, and customer options
  • Integration of outbound contact with collections operations
  • Integration of communications with revenues and collections systems
  • Omni-channel contact deployment and program management
  • Performance analytics and KPIs
  • Compliance with OFCOM and alignment with WCAG 2.1

Benefits

  • Improve contact effectiveness
  • Increase engagement rates and positive customer outcomes
  • Reduce operational cost by optimising the use self-service options
  • Coordination of all outbound contact channels
  • Cost benefit by increasing repayments and reducing bad debt provision
  • Improved OFCOM compliance
  • Reduce unnecessary dialler attempts and reduction in inbound call traffic
  • Improved staff and customer experience
  • Increased performance data allows continuous improvement

Pricing

£644 to £1,995 a unit a day

Service documents

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 reuben.gates@arum.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

7 0 9 7 6 4 4 6 6 5 8 6 8 5 5

Contact

Arum Reuben Gates
Telephone: 0783 323 2728
Email: reuben.gates@arum.co.uk

Planning

Planning service
Yes
How the planning service works
Arum will review outbound contact and current performance, then determine opportunities for enhanced outbound effectiveness and revenue benefits. We do this by helping clients improve existing contact technology or through vendor market analysis and vendor selection.
Planning service works with specific services
No

Training

Training service provided
No

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
Arum will work with clients to review current technology for outbound contact, understanding the data model, business process flows and contact capabilities. Arum helps organisations define migration requirements to new vendor customer contact/customer engagement platform, design and configure new system requirements, complete integration development and program management of the migration. Arum can also support the client with on-going management and optimisation of the service.
Setup or migration service is for specific cloud services
No

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
We support QA and Testing in a cloud environment including:

• End to End Test / QA Management
• Planning, Scope Definition
• Scripting, Execution
• Incident Management
• Product Assessments
• Data Analysis

Security testing

Security services
No

Ongoing support

Ongoing support service
No

Service scope

Service constraints
None

User support

Email or online ticketing support
No
Phone support
No
Web chat support
No
Support levels
N/A

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
Alcumus ISOQAR
ISO/IEC 27001 accreditation date
30/01/2024
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
No

Social Value

Social Value

Social Value

Wellbeing

Wellbeing

Wellbeing 

Arum values the welfare of its staff and has committed to delivering the Mental Health at Work Commitment Standards.  

In addition to the continued use of Peakon, our employee engagement feedback tool, we will undertake a regular programme of events with expert coaches to support colleagues through the next stage of the pandemic and the gradual return to office-based activities, whether at Arum or client sites. We have invested in new technology to support our colleagues via a mental health diagnostic and support app called 87% through which all employees will be able to complete a detailed, personal and confidential assessment. This will create a personalised profile and employees will receive guidance in the form of advice, fitness enhancing programmes, life coaching and coping strategies. A team of clinical psychologists are available as well as a full range of professional support. Employees data is not collected, but Arum will receive valuable insight about the team at an aggregate level providing feedback and direction for future initiatives and regular review of mental health and wellbeing policies. Arum will also introduce Mental Health First Aid training to at least two employees resulting in certified mental health first aid within the workplace.

Pricing

Price
£644 to £1,995 a unit a day
Discount for educational organisations
No

Service documents

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