OUTSOURCE AUTOMATION SOLUTIONS LIMITED

Virtual Agent and associated Digital Worker Deployment and Management

Virtual Agents can augment existing call centre staff to deal with large volumes of inbound Customer enquiries quickly, effectively and at low cost. They can interact with Customers using Voice, Email, SMS and other text-based methods of communication and can operate in multiple languages.

Features

• Augmentation of Call Centre Staff with highly capable Virtual Agents
• Multi channel (Voice, Email, SMS, Whatsapp) communication with a Customer
• Operates in Voice and Text simultaneously in a single conversation
• Sentiment Analysis: Can detect emotion of caller and respond accordingly
• Interaction with back end Digital Workers delivers single call resolution
• Voice & Text operates in multiple languages servicing multicultural society

Benefits

• Lower cost to serveInbound Customer enquiries
• Fewer Call Centre staff required
• Increase in 1st time resolution
• Reduction in open Customer Enquiries
• Faster resolution of Customer needs
• Multi language support meets needs of a diverse population

£25,000 to £250,000 an instance a year

• Education pricing available
• Free trial available

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 jason.burrage@globaloas.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

734908633977387

Contact

Jason Burrage
07956299258
jason.burrage@globaloas.com

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: Interaction with back end Digital Workers using platforms such as Blue Prism allowing the interaction with back office applications to transmit information to and from business applications
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: None.
• System requirements:
  • Telephony System capable of handling high volume concurrent inbound calls
  • Robust high capacity Internet connection

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Priority 1 Response within one hour; Utilisation of service effort within Service Hours to resolve fault within 12 Service Hours; Priority 2: Response with 4 hours with fault resolved by the end of the following 3 business days; Priority 3 Response within 1 working day.; Big Fix: Fix schedule for next available release
• 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), 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: None or don’t know
• How the web chat support is accessible: Via creation of a support ticket
• Web chat accessibility testing: None.
• Onsite support: Yes, at extra cost
• Support levels: Production support provided in the annual license cost at no additional fee during business hours
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide onsite and online training alongside user documentation
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: We provide an automated service to provide any relevant data at end of contract
• End-of-contract process: All data sent to Customer; Data place into quarantine at Supplier end; Data deleted at agreed timeframe; Service ceases

Using the service

• Web browser interface: No
• Application to install: Yes
• Compatible operating systems: Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Voice used on mobile device; Interaction with core messaging platforms including SMS on mobile device; Desktop interaction available on Customer site via add-in
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: API used to transmit voice and text to and from the service; APIs used to trigger back office Digital worker activity
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Languages can be modified in Voice or Text; Usage of Voice and Text channels can be defined & modified; Interactions with Digital Workers can be modified

Scaling

• Independence of resources: Load balanced service with redundancy built in to facilitate scale

Analytics

• Service usage metrics: Yes
• Metrics types: Arrival rate of inbound calls handled by VAs; AHT of inbound calls; Abandon rate
• Reporting types:
  • API access
  • 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: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: In-house
• 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
  • Encryption of all physical media
• 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: We provide this service on demand
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: 24X7 availability of services
• Approach to resilience: Available on request
• Outage reporting: Dashboard and Email Alerts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
  • Username or password
• Access restrictions in management interfaces and support channels: User Authentication
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: Between 6 months and 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: Between 6 months and 12 months
• How long system logs are stored for: Between 6 months and 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: 12/07/2021
• 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

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: As per ISO27001

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: As per ISO 27001
• Vulnerability management type: Undisclosed
• Vulnerability management approach: Available on request
• Protective monitoring type: Undisclosed
• Protective monitoring approach: Available on request
• Incident management type: Supplier-defined controls
• Incident management approach: Available on request

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

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  OAS is committed to ensuring that the carbon footprint of the company is reduced where possible and that business is sustainable. OAS employees all work remotely. This has benefits for both employees and the environment by substantially reducing the amount of business travel. By doing this, OAS have eliminated the need to maintain an office location. Savings are made on lighting and heating the workplace as well as reducing the amount of paper and supplies. All employees are provided with company laptops rather than desktops, which are more efficient and consume less power. This approach also eliminates the need to physically print documents as all work is carried out online.

  Covid-19 recovery

  Our automation solutions help customers deal with backlogs from Covid-19 or any other excessive workload caused by Covid-19. Our solutions also make organisations more efficient and cost effective, reducing the financial impact of Covid-19. Furthermore, by automating many of the administrative processes in an organisation, we're providing a solution that will be resilient to any future pandemics, allowing staff to focus on more important or critical tasks should another pandemic strike. In addition, with all OAS staff working from home, we're supporting any employees that have a wish to shield or wish to observe social distancing, even though national restrictions have been removed. OAS and its employees always follow the current government COVID-19 guidance on the GOV.UK site.

  Tackling economic inequality

  OAS tackle economic inequality on several fronts: By having all employees work remotely, location is not a factor in whether they can apply for a job, or manage the commute. By removing geographic requirements, we're enabling people from any community to apply and work for OAS. This helps us ensure equal opportunities for all employees or potential employees. OAS commits to eliminating unlawful discrimination and making decisions concerning staff based on merit. Our goal is for each employee to feel respected and able to do their best, irrespective of which sector of society they are from. In providing services, OAS is also committed against unlawful discrimination of clients or the public. OAS commits to ensuring fairness, respect and equality to all our employees, including recruitment, pay and conditions, requests for leave, training, appraisals, promotion, conduct at work, disciplinary and grievance procedures, and termination of employment. OAS commits to creating an enjoyable working environment, free of bullying, harassment, victimisation and unlawful discrimination, promoting respect for all, and where individual differences and the contributions of all staff are recognised and valued.

  Equal opportunity

  OAS employ people based on merit against objective criteria, and no other characteristic that could lead to discrimination. With remote working as standard, people from any community, geographic location or background can apply with confidence, knowing they will not be discriminated against or disadvantaged. OAS also commits to managing and remunerating employees based on merit.

  Wellbeing

  OAS are committed to ensuring and supporting the well-being of their employees. All employees work remotely and are encouraged to maintain a healthy work-life balance. OAS support employees where possible with any specific needs they have to help make their home working safer and more enjoyable. For example, standing desks or other items to assist with physical wellbeing while working. All OAS business is conducted in an honest and ethical manner and we do not allow harassment or bullying of any form. This helps ensure the mental wellbeing of our employees. OAS ensures that all employees have access to a Grievance Procedure to help deal with any grievances relating to their employment in a fair and timely manner, as well as a Whistleblowing Policy to ensure a culture of openness and accountability.

Pricing

• Price: £25,000 to £250,000 an instance a year
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Basic Proof of concept

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 jason.burrage@globaloas.com. Tell them what format you need. It will help if you say what assistive technology you use.